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their requirements. This study completes the hospital’s blueprints with the process approach by using case
study research methods such as in‐depth interviews with relevant personnel, on ‐site observations, and
experts’ advice.Findings– The results of hospital blueprints described in this study comprise five ‐plane
lines to have systematic regulations. The ISO 9001:2008 process approach and service blueprint are not
merely a technological application for medical healthcare services, but rather a fully patient ‐driven,
technologically integrated, and diligently implemented programme.Practical limitations– Because of
organisational financial confidentiality, this study does not consider the financial performance of the case
hospital, and the results of blueprints may be revised afterward.Originality/value– This paper promotes the
adoption of a process approach when developing, implementing, and improving the effectiveness of a
hospital outpatient service management system, to enhance outpatients’ satisfaction by meeting their
requirements.
VL - 24
IS - 5
SN - 1754-2731
DO - 10.1108/17542731211261575
UR - https://doi.org/10.1108/17542731211261575
AU - Ru Chen Hsiang
AU - Cheng Bor‐Wen
PY - 2012
Y1 - 2012/01/01
TI - Applying the ISO 9001 process approach and service blueprint to hospital management systems
T2 - The TQM Journal
PB - Emerald Group Publishing Limited
SP - 418
EP - 432
Y2 - 2020/07/23
ER -