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

Abstract

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-care sector in which competences are identified through the use of the service-process model in high-performance, professional services. The service-process model in surgical medical services is presented. Critical elements in the service-quality experience are identified and core competences are identified based on service quality as a reflection of them and their management. © 2005.