Sustainability key performance indicators (KPIs) for healthcare industry using analytic network process (ANP)

Toh, Hui San (2017) Sustainability key performance indicators (KPIs) for healthcare industry using analytic network process (ANP). Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

	Text (24 Pages) Sustainability Key Performance Indicators (Kpis) For Healthcare Industry Using Analytic Network Process (ANP) - Toh Hui San - 24 pages.pdf - Submitted Version Download (651kB)
	Text (Full Text) Sustainability key performance indicators (KPIs) for healthcare industry using analytic network process (ANP).pdf - Submitted Version Restricted to Repository staff only Download (1MB)

Abstract

In recent years, healthcare has become a consumer-centric industry. Consumers have high demand on the quality of medical treatment and it creates a huge pressure to healthcare providers. In order to do this effectively, healthcare organizations rely on latest performance indicators so they can foster a long term sustainability business among competitors. In general, the objectives of this project are to study sustainability practices for service and non-service industry, determine sustainability key performance indicators (KPIs) for healthcare industry and rank the significant KPIs for healthcare industry. This report is to study by using an analytic network process (ANP) as an analytical tool to construct an ANP evaluation model of sustainability key performance indicators (KPIs) for the healthcare industry. Through a review of literature, KPIs of healthcare industry is generalized to the following dimensions: (1) Economic; (2) Environment; and (3) Social, including 33 performance indicators. This research is conducted for a case company. According to the findings, the model helps the case company review its current execution of KPIs and the respondent’s opinion of the importance of sustainability KPIs. ANP method was used to determine the ranking of KPIs by using pairwise comparison, consistency analysis, unweighted supermatrix, weighted supermatrix and limit supermatrix. As a result, the best five KPIs that were selected for healthcare industry were continuous improvement, service reliability, reduction of noise pollution, customer health and safety and customer complaint were selected for healthcare industry. From the comprehensive comparison, these five KPIs can help the case company set up precise strategic planning and resource distribution to enhance corporate performance and competitiveness.

Actions (login required)

View Item