A Model Study of Process Management in A Public Hospital

Abstract

Each business or company needs determined processes and process management to produce products or services. Process management cannot be independent of the human factor and cannot be achieved unless human processes are improved through certain alterations via monitoring, tracking and assessment. Businesses should design and manage their processes in order to provide the most appropriate value for themselves and their stakeholders. This study aims at ensuring the measurement, monitoring and improvement of process performance and objectives systematically, to increase the employees’ motivation and sense of belonging by incorporating all employees into the process management. This will lead to providing a prompt and a qualified response with relevant cost to domestic and foreign customers’ expectations, to ensure that all processes work in harmony, to make productive the interdepartmental information flow as well as reducing the process repetitions. With the implementation of the process management in the business, the course of proceeding has become transparent, the process performance has been clarified and in addition, the employee's motivation increased due to the exposure of the employee to the process management system, which led to an increased level of patient satisfaction. The logic of “every process is a business” gained a wide currency when the main goals and objectives of the institution have been supported.