Case-Oriented Paper
Journal of the Operational Research Society (2008) 59, 762–775; doi:10.1057/palgrave.jors.2602397 Published online 21 March 2007
Enhanced performance measurement using OR: a case study
S P Santos1, V Belton2 and S Howick2
- 1Universidade do Algarve, Faro, Portugal
- 2University of Strathclyde, Glasgow, UK
Correspondence: SP Santos, Faculdade de Economia, Universidade do Algarve, Campus de Gambelas, 8005-139 Faro, Portugal. E-mail: ssantos@ualg.pt
Received May 2006; Accepted December 2006; Published online 21 March 2007.
Abstract
The case study described in this paper aims to illustrate how qualitative and quantitative system dynamics modelling and multicriteria analysis can be used in an integrated way to enhance the process of performance measurement and management in the radiotherapy department of a major UK cancer treatment centre. The complexity of the radiotherapy process and its significance for patients present particular challenges for performance measurement and management. The paper discusses the benefits arising and the practical difficulties faced in the study.
Keywords:
performance measurement, health services, multiple criteria analysis, system dynamics
