Recently, more emphasis is laid upon the services of an organization in an effort to keep up with the volatile market environment and business requirements. Organizations have adopted a “service dominant logic” that focuses on value co-creation through various activities to obtain requirements from both service providers and service consumers (Nam, Kim and Kim, 2010). As a result, service requirements management is becoming one of the critical activities in developing service systems such as medical tourism service system. The essential goal of a medical service system is to meet the needs of all of its stakeholders and to achieve that, business requirements and business change factors have to be properly identified and analyzed. Lee, Sugumaran
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The service identification process with value co-creation (Lee et.al, 2011) and Kano – Analytic Hierarchy Process (AHP) model for obtaining requirements (Bayraktaroglu and Ozgen, 2007 and Yanlai et.al, 2009) have been incorporated in this research to develop an approach for requirements management. Lee, Sugumaran and Park (2011) aim to develop a service requirements management framework using Kano – AHP model for value co-creation and apply it to the medical tourism service system to check the validity of this approach.
Lee, Sugumaran and Park (2011) proposed a methodology that considers three levels in a service system such as business level, service level and interaction level. In this study, Kano model was used to classify the requirements into five groups (attractive, one-dimensional, must-be, indifferent and reverse) based on the customer feedback. More attention was paid to the attractive, …show more content…
The original goals were classified into requirements using Kano model such as: Incentive information for hospitals’ participation as reverse or indifferent, publicity and advertising the services offered as must-be; and insurance information, success rate of medical procedures and hospital capacity as one dimensional requirements. Most suitable groups such as one dimensional and must-be requirements are considered and AHP computation is applied to these business requirements. Based on the weighted order of these requirements, scenarios for providing: success rate of medical procedures, information about hospital capacity, insurance information, and publicity and advertising the services offered in Korea are created in order to satisfy the business goals. Similarly, scenarios for satisfying service goals such as collecting information of services offered by hospitals, classifying offered services according to specialized service, creating web space for publicity and posting advertisements; and scenarios for satisfying interaction goals such as collecting information of offered services according to relevant hospitals, classifying them based on specialty services, creating web space for publicity, adding location information about
The service identification process with value co-creation (Lee et.al, 2011) and Kano – Analytic Hierarchy Process (AHP) model for obtaining requirements (Bayraktaroglu and Ozgen, 2007 and Yanlai et.al, 2009) have been incorporated in this research to develop an approach for requirements management. Lee, Sugumaran and Park (2011) aim to develop a service requirements management framework using Kano – AHP model for value co-creation and apply it to the medical tourism service system to check the validity of this approach.
Lee, Sugumaran and Park (2011) proposed a methodology that considers three levels in a service system such as business level, service level and interaction level. In this study, Kano model was used to classify the requirements into five groups (attractive, one-dimensional, must-be, indifferent and reverse) based on the customer feedback. More attention was paid to the attractive, …show more content…
The original goals were classified into requirements using Kano model such as: Incentive information for hospitals’ participation as reverse or indifferent, publicity and advertising the services offered as must-be; and insurance information, success rate of medical procedures and hospital capacity as one dimensional requirements. Most suitable groups such as one dimensional and must-be requirements are considered and AHP computation is applied to these business requirements. Based on the weighted order of these requirements, scenarios for providing: success rate of medical procedures, information about hospital capacity, insurance information, and publicity and advertising the services offered in Korea are created in order to satisfy the business goals. Similarly, scenarios for satisfying service goals such as collecting information of services offered by hospitals, classifying offered services according to specialized service, creating web space for publicity and posting advertisements; and scenarios for satisfying interaction goals such as collecting information of offered services according to relevant hospitals, classifying them based on specialty services, creating web space for publicity, adding location information about