Title: Process automation in a clinical laboratory of a Brazilian general hospital: co-creating value within the supply chain

Authors: Paulo Sergio Altman Ferreira

Addresses: School of Engineering, Universidade Presbiteriana Mackenzie, São Paulo, Brazil

Abstract: The objective of this work is to advance a model that explains the process of automation in the search for co-creating value within a healthcare supply chain. Automation is a collaborative effort where client organisations are key actors for the improvement of their processes. On the other hand, to integrate technology into these processes, suppliers need to access and develop the knowledge base and capabilities of organisational customers. According to these understandings, suppliers and client organisations assume value co-creating relationships. The present research applies the case study approach in a clinical laboratory of a general hospital. The research presents as a result that difficulties in process automation reflect divergent perspectives of value. These complications permeate networked interactions. The developed model proposes that value co-creation in process automation can be achieved when players explore and perform activities of a) reviewing daily practices; b) developing network value; and c) manage change.

Keywords: process automation; technology integration; healthcare; value co-creation; supply chain.

DOI: 10.1504/IJSOM.2024.143065

International Journal of Services and Operations Management, 2024 Vol.49 No.3, pp.397 - 410

Received: 06 Oct 2022
Accepted: 16 Oct 2022
Published online: 03 Dec 2024 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article