Developing business process improvement skills using a case study of a hospital outpatient department

Hettiarachchi, Pramila, Bandara, Wasana, Dahanayake Yapa, Tolusha, Chakwudi, Ignatius and Wijekoon, Amali (2023) Developing business process improvement skills using a case study of a hospital outpatient department. In 44th International Conference on Information Systems. International Conference on Information Systems. p. 2004 .

Abstract

Business Process Improvement (BPI) is critical in modern business transformation and digitization efforts. BPI skills are in high demand as organizations seek to optimize their operations by improving the efficiency and effectiveness of their business processes. Institutions across the globe teach courses to develop BPI skills with learners from Information Systems/Technology and Management/Business domains and other disciplines who seek to develop essential BPI skills to apply in various industries. Current BPI teaching resources lack real-life, holistic examples necessary for authentic learning. We present a rich narrative of a hospital outpatient service (which includes a Consultation, Prescription, Fulfilment and Laboratory areas) and student tasks supporting the learning of process life cycle management. The case study, by design, is adaptable to various settings. The highlight of this case study is the rich teacher-support material (150+ pages), including model answers and teaching notes designed to equip educators to use the case effectively.

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