Understanding a Transformation Process from Product-Centric to Customer-Centric Services in a Financial Institution - A Work System Perspective

Purpose – The needs of complex patients with chronic conditions can be unpredictable and can strain resources. Exploring how tasks vary for different patients, particularly those with complex needs, can yield insights about designing better processes in healthcare. The purpose of this paper is to explore the tasks required to manage complex patients in an anticoagulation therapy context. Design/methodology/approach – The authors analyzed interviews with 55 staff in six anticoagulation clinics using the Systems Engineering Initiative for Patient Safety (SEIPS) work system framework. The authors qualitatively described complex patients and their effects on care delivery. Findings – Data analysis highlighted how identifying complex patients and their effect on tasks and organization, and the interactions between them was important. Managing complex patients required similar tasks as non-complex patients, but with greater frequency or more intensity and several additional tasks. After complex patients and associated patient interaction and care tasks were identified, a work system perspective was applied to explore how such tasks are integrated within clinics and the resulting implications for resource allocation. Practical implications – The authors present a complex patient management framework to guide workflow design in specialty clinics, to better support high quality, effective, efficient and safe healthcare. Originality/value – The complex patient framework presented here, based on the SEIPS framework, suggests a more formal and integrated analysis be completed to provide better support for appropriate resource allocation and care coordination.

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Structure of a new orthorhombic phase in NiTi: Mn shape memory alloys

Proceedings, annual meeting, Electron Microscopy Society of America ◽

10.1017/s0424820100178136 ◽

1990 ◽

Vol 48 (4) ◽

pp. 1000-1001

Author(s):

Jenö Beyer ◽

Lajos Tóth

Keyword(s):

Martensitic Transformation ◽

Structural Changes ◽

High Vacuum ◽

Intermetallic Phase ◽

Orthorhombic Phase ◽

Transformation Process ◽

Analytical Electron ◽

Analytical Electron Microscope ◽

Crystallographic Structures ◽

Ternary Additions

The structural changes during reversible martensitic transformation of near-equiatomic NiTi alloys can best be studied in TEM at around room temperature. Ternary additions like Mn offer this possibility by suppressing the Ms temperature below RT. Besides the stable intermetallic phases (Ti2Ni, TiNi, TiNi3) several metastable phases with various crystallographic structures (rhombohedral, hexagonal, monoclinic, cubic) have also been reported to precipitate due to suitable annealing procedures.TiNi:Mn samples with 0.9 and 1.3 at% Mn were arc melted in argon atmosphere and homogenized at 948 °C for 72 hours in high vacuum in an infrared furnace. After spark cutting slices of 0.2 mm, TEM specimens were prepared by electrochemical polishing with the twin-jet technique in methanol - perchloric acid electrolyte. The TEM study was carried out in a JEOL 200 CX analytical electron microscope.In this paper a new intermetallic phase is reported which has been observed in both samples by TEM during the martensitic transformation process.

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A solution-oriented approach to conflict resolution in a work system

British Journal of Guidance and Counselling ◽

10.1080/03069889500760401 ◽

1995 ◽

Vol 23 (3) ◽

pp. 409-419 ◽

Cited By ~ 1

Author(s):

Susan Webb

Keyword(s):

Conflict Resolution ◽

Work System ◽

Oriented Approach

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Got the Results, Now What Do You Do?

Aviation Psychology and Applied Human Factors ◽

10.1027/2192-0923/a000020 ◽

2012 ◽

Vol 2 (1) ◽

pp. 25-33 ◽

Cited By ~ 7

Author(s):

Michaela Heese

Keyword(s):

Safety Culture ◽

Success Factors ◽

Service Providers ◽

Transformation Process ◽

Driving Safety ◽

Critical Success ◽

Culture Transformation ◽

Survey Results ◽

Air Navigation Services ◽

Navigation Service

Members of the Civil Air Navigation Services Organisation have committed themselves to measure and improve safety culture within their organizations by 2013 ( CANSO, 2010 ). This paper attempts to offer support to air navigation service providers that have already implemented a standardized safety culture survey approach, in the process of transforming their safety culture based on existing survey results. First, an overview of the state of the art with respect to safety culture is presented. Then the application of the CANSO safety culture model from theory into practice is demonstrated based on four selected case studies. Finally, a summary of practical examples for driving safety culture change is provided, and critical success factors supporting the safety culture transformation process are discussed.

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