A Six Cell Services Comparison Model for Healthcare

Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 177)


Healthcare services delivery is particularly complex. Understanding patients’ perception and channeling those factors into services design and operation enhances sustainability. For its survival, a service must perform better than competition. Comparison with competition is a core element of House-of-Quality. There are isolated studies focused on single service systems, and very few studies on inter-system comparison. In the quest to identify the distinguishing factors of mHealth from other conventional services, the author realized the pressing need for a systematic model to relatively position comparison studies. Services comparison vis-à-vis competition is vital for services innovation. To fill this gap in literature, a Six Cell Services Comparison Model (SCSCM) is proposed and is applied to a few studies related to healthcare. The outcomes of services comparison, provides vital measures for improved and efficient design of services that meet and fulfill patients’ needs, and hence contribute to quality healthcare.


Healthcare (SCSCM) House of Quality (HoQ) Services design Mobile health (mHealth) 


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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  1. 1.School of Information Systems, Technology and Management, Australian School of BusinessUniversity of New South WalesSydneyAustralia

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