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Front-office/back-office configurations and operational performance in complex health services
Paul Gemmel1, Thomas van Steenis, Bert Meijboom
1Center for Service Intelligence, Faculty of Economics and Business Administration, Ghent University , Belgium .
Brain Injury
|February 27, 2014
Summary
The design of front/back office (FO/BO) operations in acquired brain injury (ABI) coordination and contact points (CCPs) impacts service delivery. Tailoring FO/BO configurations to enquiry complexity optimizes efficiency and client care.
Area of Science:
- Healthcare Management
- Service Operations
- Neurorehabilitation Services
Background:
- Acquired brain injury (ABI) presents diverse healthcare needs across age groups.
- Dutch ABI networks established coordination and contact points (CCPs) for accessible ABI-related information.
- CCPs serve as central hubs for individuals seeking ABI support and guidance.
Purpose of the Study:
- To investigate the link between front/back office (FO/BO) design and operational performance.
- To analyze the enquiry services offered by different CCPs for ABI-affected individuals.
- To understand how FO/BO configurations influence service delivery in ABI support.
Main Methods:
- Conducted in-depth interviews with 14 front/back office employees.
- Gathered data from three case organizations through interviews and desk research.
- Performed three one-day field visits to observe CCP operations.
Main Results:
- CCPs utilized varied FO/BO configurations for customer interaction.
- Different approaches were observed in grouping front and back office activities.
- The structure of FO/BO tasks varied among the studied CCPs.
Conclusions:
- Enquiry complexity dictates the most effective FO/BO approach.
- High decoupling of FO/BO activities is standard for complex ABI enquiries, enabling multi-expert involvement.
- For routine enquiries, CCPs can either maintain high decoupling or couple FO/BO activities for faster, seamless service delivery.
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