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Managing healthcare performance in analytical framework

Prasanta K. Dey (Aston Business School, Birmingham, UK)
Seetharaman Hariharan (The University of the West Indies, St Augustine, Trinidad and Tobago)
Ozren Despic (Aston Business School, Birmingham, UK)

Benchmarking: An International Journal

ISSN: 1463-5771

Article publication date: 11 July 2008




The purpose of the paper is to develop an integrated framework for performance management of healthcare services.


This study develops a performance management framework for healthcare services using a combined analytic hierarchy process (AHP) and logical framework (LOGFRAME). The framework is then applied to the intensive care units of three different hospitals in developing nations. Numerous focus group discussions were undertaken, involving experts from the specific area under investigation.


The study reveals that a combination of outcome, structure and process‐based critical success factors and a combined AHP and LOGFRAME‐based performance management framework helps manage performance of healthcare services.

Practical implications

The proposed framework could be practiced in hospital‐based healthcare services.


The conventional approaches to healthcare performance management are either outcome‐based or process‐based, which cannot reveal improvement measures appropriately in order to assure superior performance. Additionally, they lack planning, implementing and evaluating improvement projects that are identified from performance measurement. This study presents an integrated approach to performance measurement and implementing framework of improvement projects.



Dey, P.K., Hariharan, S. and Despic, O. (2008), "Managing healthcare performance in analytical framework", Benchmarking: An International Journal, Vol. 15 No. 4, pp. 444-468.



Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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