A Hybrid Framework for Evaluating New Service Development Performance in Healthcare Industry

Document Type : Original Article

Authors

1 Faculty Member, Faculty of Management, University of Tehran

2 Master of management of technology, Faculty of management, university of Tehran

Abstract

Developing a framework to evaluate New Service Development performance, besides usefulness for evaluation of the success of NSD programs, can be helpful to identify strengths and weaknesses of improvement projects. Current paper aims to develop a framework to evaluate NSD performance by ISM and ANP. Extracted criteria finalized by experts and categorized in BSC framework. Because of internal communication among criteria, this model was evaluated by interpretive structural modelling (ISM) and modelled in 5 levels. Next, the analytic network process (ANP) approach was applied to weighting this criterion. Finally, New Service Development performance of Moheb-e Mehr Hospital as the case of current study was evaluated by this proposed model.The results indicate that the brand value and attraction of customers are the most important criteria for NSD performance. Moheb-e Mehr Hospital overall performance score was 54 points out of 100 points. So NSD performance of Moheb-e Mehr Hospital is moderate to high level. Finally, a framework proposed to help the aforementioned hospital in which could adjust the performance policies relative to the gained points along with developing actions in New Service Development performance domain.  

Keywords


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