An ERP-Based Process Performance Measurement Approach in an Outpatient Clinic

Markus Kohlbacher, Andreas Gautsch, Hartwig Zenz, Werner Leodolter

Research output: Contribution to journalArticlepeer-review


In this paper we show a very efficient way for continuous performance
measurement of the outpatient treatment process (from a patient perspective)
as realized in a public-funded Austrian hospital. Performance measurement
focuses on time and efficiency of the process. In this hospital the outpatient
treatment process is supported by an ERP system (SAP) which already
collects process data of every patient going through the process, primarily for
reasons of accounting and invoicing. We use this already recorded data,
define performance indicators and calculate and visualize the resulting
process performance. We also compare our ERP approach with other data
collection techniques.
Original languageEnglish
Pages (from-to)23-39
JournalAcademy of Health Care Management Journal
Issue number2
Publication statusPublished - 2008

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