Abstract
There have been increasing investments in hospital information system (HIS) to enhance the quality of medical services and operational efficiency of hospitals. Most hospitals have been developing and operating their HISs through outsourcing and managing its performance by service level agreement (SLA). However, existing SLA measures are mostly infrastructure-oriented; they cannot capture neither various perspectives of HIS nor unique characteristics of the medical service industry. This paper develops HIS-specific SLA measures by combining IT BSC and logic model. The analytic hierarchy process (AHP) is adopted to produce the priority weights of the derived SLA measures and aggregate them into total performance scores. The proposed model is expected to be fruitfully utilized as a tool for continuous performance measurement and monitoring of HIS.
| Translated title of the contribution | A Service Level Agreement-Based Performance Measurement Model of Hospital Information System: An IT Balanced Scorecard and Logic Model Approach |
|---|---|
| Original language | Korean |
| Pages (from-to) | 1-15 |
| Number of pages | 15 |
| Journal | 한국경영공학회지 |
| Volume | 20 |
| Issue number | 2 |
| State | Published - Jun 2015 |