Developing a Process Quality Improvement Questionnaire - A Case Study on Writing Discharge Letters

摘要

Business process quality assessment plays an important role in business process management. Business process quality is often assessed by identifying potentials for improvement. In practice, a questionnaire is a commonly used means. However, creating a questionnaire requires a high expertise because systematic approaches are missing. Moreover, questionnaires for process improvement often focus on single quality aspects. In this paper, we describe a systematic approach to create a questionnaire to identify business process quality problems. The approach is based on a comprehensive business process quality model. We applied the approach in a case study at a German university hospital and present results of the preliminary evaluation phase.