IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES

Abstract

This paper describes a modelling process the objective of which was to make the highly abstract concept of core competence practical. The aim is to identify competences through the use of a service-process model by analyzing what they reflect – the service quality. Core competence is defined, and a conceptual model is presented. Competences are classified on three levels in a corporate setting and the connections drawn to service quality. Empirical evidence is provided by a case in the health-care sector in which competences are identified through the use of the service-process model in high-performance, professional services. The service-process model in surgical medical services is presented. Critical elements in the service-quality experience are identified and core competences are identified based on service quality as a reflection of them and their management.

Citation

Orava, M. and Brännback, M. (2005), "IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES", Sanchez, R. and Heene, A. (Ed.) Competence Perspective on Managing Internal Process (Advances in Applied Business Strategy, Vol. 7), Emerald Group Publishing Limited, Leeds, pp. 111-128. https://doi.org/10.1016/S0749-6826(04)07006-4