THE OVERVIEW OF MAMMOGRAPHY SERVICE: ROLE OF INNOVATION AND SERVICE BLUEPRINTING

摘要

Controlling implementation of early detection and treatment of breast cancer is exigent as the disease is the most widespread type of cancer in the world. Mammography screening is one of the dominant technologies applied to achieve this purpose. It detects breast cancer through prevention route and symptomatic route. This research focuses on service innovation perspective in developed and developing countries, which are the cases of the United Kingdom and Indonesia respectively. The United Kingdom implements both prevention and symptomatic routes to control the disease, while Indonesia as this research was written implements the symptomatic route. Furthermore, it investigates the evolution of mammography service in both countries and how they comply with path dependency and lock-in theory. There are two significant roles of innovation discovered: process innovation in digital mammography and service innovation in mobile mammography. Service blueprinting is used as a framework to investigate the possible methods to improve the service as well as to determine the possible failure points in the two cases. Furthermore, this research found out that blueprint could be used as a quality mechanism. In addition, it is discovered that the difference in organization size from both cases produces a significant impact on the number of service actions delivered, such as Quality Assurance implementation, cultural barrier, and financial challenge. Although this research does not introduce a comprehensive assessment of mammography service in the UK and Indonesia, it offers empirical evidence which will enrich the study of mammography service.