Title: Applying cluster analysis to build a patient-centric healthcare service strategy for elderly patients

Authors: Bor-Wen Cheng, Chih-Ming Luo, Wen-Hong Chiu, Kuan-Hua Chen

Addresses: Department of Industrial Engineering and Management, Centre for Health Service Management, National Yunlin University of Science and Technology, 123 University Road, Section 3, Douliou, Yunlin 64002, Taiwan. ' Department of Technology Management, Hsing Kuo University of Management, No. 600, Sec. 3, Taijing Blvd., Annan District, Tainan, 709, Taiwan. ' College of Management (PhD Program), National Yunlin University of Science and Technology, Department of Business Administration, Asia University, No. 500, Lioufeng Rd., Wufong, Taichung County, 41354, Taiwan. ' AU Optronics Corporation, No. 5, Li-Hsin Road 6, Science-Based Industrial Park, Hsinchu, Taiwan

Abstract: Cluster analysis can be viewed as a cornerstone for customer-centred services since it contributes to classification and segmentation of customers. The proposed six-step approach is based on a Customer Relationship Management (CRM) perspective and hence enables both patient segmentation by cluster analysis and development of customised services. The six steps are selection, preprocessing, transformation, data mining, evaluation and integration. Therefore, the proposed approach is a procedure to support knowledge management for strategic decision making. In the empirical study, we show how to deploy the proposed approach to build a customised service strategy for elderly patients. This procedure can also be applied to other data sets.

Keywords: healthcare services; elderly patients; cluster analysis; data mining; customer relationship management; CRM; knowledge management; patient segmentation; customised services; geriatric services.

DOI: 10.1504/IJTM.2009.024119

International Journal of Technology Management, 2009 Vol.47 No.1/2/3, pp.145 - 160

Published online: 26 Mar 2009 *

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