IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES

@inproceedings{Orava2005IDENTIFYINGCU,
  title={IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES},
  author={Markus Orava and Malin Br{\"a}nnback},
  year={2005}
}
This paper describes a modelling process the objective of which was to make the highly abstract concept of core competence practical. The aim is to identify competences through the use of a service-process model by analyzing what they reflect – the service quality. Core competence is defined, and a conceptual model is presented. Competences are classified on three levels in a corporate setting and the connections drawn to service quality. Empirical evidence is provided by a case in the health… CONTINUE READING

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