A FRAMEWORK FOR DEVELOPING A PERFORMANCE MEASUREMENT SYSTEM IN HEALTHCARE: A CASE STUDY IN MONTREAL

A Ben Fradj (1, 2) , T Boukherroub (1, 2) , C. Olivier (1)

1 ETS - Ecole de Technologie Supérieure [Montréal]
2 CIRRELT - Centre Interuniversitaire de Recherche sur les Réseaux d'Entreprise, la Logistique et le Transport

To meet healthcare organisations' goals such as satisfying their customers in terms of service quality, they need an efficient performance management system. This paper provides an approach to implement a new performance measurement system (PMS) for a large healthcare network in the region of Montreal, Canada (CIUSSS Centre-Sud-del'île de Montréal-CCSMTL). At the beginning, we present the data collection method in an attempt to understand the current situation, the data is then analysed using SWOT method. Second, we present our approach consisting of five steps to set up a performance measurement system, for this purpose, we used Analytic Hierarchy Process (AHP) and other mathematical tools. Third, we explain an application of our approach by using a real case study. Finally, we discuss how this approach lead to solve organisational issues, meet the CCSMTL needs and promotes cultural change in the strategic, tactic and operational levels. We also discuss the study limits and the future work.

Mots clés: Performance measurement; indicators; AHP; Healthcare

Domaines: Automatique / Robotique; Mécanique [physics.med-ph]

A Ben Fradj, T Boukherroub, C. Olivier. A FRAMEWORK FOR DEVELOPING A PERFORMANCE MEASUREMENT SYSTEM IN HEALTHCARE: A CASE STUDY IN MONTREAL. 13ème CONFERENCE INTERNATIONALE DE MODELISATION, OPTIMISATION ET SIMULATION (MOSIM2020), 12-14 Nov 2020, AGADIR, Maroc, Nov 2020, AGADIR, Morocco. ⟨hal-03177596⟩