To meet healthcare organisations’ goals such as satisfying their customers (for example in terms of service quality), they need an efficient performance management system. This study provides an approach to implement a Performance Measurement System (PMS) for a large healthcare network in the region of Montreal (CIUSSS Centre-Sud-de-l’île-de-Montréal – CCSMTL).
Our contribution is divided into three main parts: First, we present the data collection method in which we used the practice of interviews, observation, and document review in an attempt to understand the current situation. Then, we used SWOT (Strengths, Weaknesses, Opportunities, Threats) to analyse the data. From this analysis, several points to be improved within the CCSMTL were identified. Second, based on the literature review and SWOT analysis, we propose an approach to adapt the Balanced ScoreCard (BSC) in the context of the CCSMTL. Third, in order to operationalise the BSC, we present our approach consisting of five phases to set up a PMS. For this purpose, we used the Analytic Hierarchy Process (AHP), the Min-Max normalisation and other mathematical tools that will be presented.
Thereafter, we present a case study to implement our model in the DI-TSA-DP (Déficience - Physique - Déficience Intellectuelle - Trouble du Spectre de l'Autisme) service of the CCSMTL. This allows both to simulate the approach in real conditions and to propose improvements to our model. We present also a computer program that we developed using the Visual Basic for Applications (VBA) language to facilitate the implementation of the PMS within the CCSMTL. Finally, the computer program is used to simulate a scenario in order to analyse the results and improve our approach.
Ben Fradj, A. (Author),
Boukherroub (Supervisor) &
Olivier (Co-supervisor),
14 Dec 2020Student thesis: Master's thesis › Master in Engineering: Automated Manufacturing Engineering