A Value and Model Driven Method for Patient Oriented KPI Design in Health Care

  • Erik Perjons
  • Paul Johannesson
Part of the Communications in Computer and Information Science book series (CCIS, volume 127)


In all societies, large resources are spent on health care. However, service quality is still unsatisfactory in large parts of the health care sector. One reason for this state of affairs is the complexity of health care organisations, which make them difficult to govern. Furthermore, due to the high degree of specialisation, health care organisations often need to cooperate, which adds to the complexity. One possible way to improve the cooperation and management of health care organisations is the use of performance management, which is a management approach aiming at optimising the performance of an organisation. The main instrument in performance management is the use of Key Performance Indicators (KPI), which measure how well an organisation fulfills its goals. Designing effective KPIs is a complex and time consuming task that requires substantial efforts. Therefore, there is a need for methods that support organisations in designing KPIs. This paper proposes a value and model driven method for identifying patient oriented KPIs.


Performance management KPI Enterprise modelling Service quality SERVQUAL 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Erik Perjons
    • 1
  • Paul Johannesson
    • 1
  1. 1.Department of Computer and Systems SciencesStockholm UniversityKistaSweden

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