Title: The quality of service and supply chain effectiveness of high-level hospitals in Cali, Colombia

Authors: Ricardo Santa; Mario Ferrer; Erick Calvo; Elisa Pinzon; Daniel Cardona; Sayda Pico

Addresses: School of Management, Colegio de Estudios Superiores de Administración (CESA), Cll 35 No. 5A-31, Bogota, Colombia ' Operations and Project Management Department, Alfaisal University, P.O. Box 50927, Riyahd, 11533, Kingdom of Saudi Arabia ' Programa de Ingeniería Industrial, Facultad de Ingeniería, Universidad del Atlantico, Km. 7 Antigua Via Puerto Colombia, Barranquilla, Colombia ' Fundación Universitaria San Martin, Carrera 122 #23-395 del, Vía Cali – Puerto Tejada, Cali, Cauca, Cali, Colombia ' Fuerza Aérea Colombiana, Escuela Militar de Aviacion Marco Fidel Suarez (EMAVI), Cra 8 #58-67, Cali, Valle del Cauca, Colombia ' Pontificia Universidad Javeriana, Cl. 18 #118-250, Barrio Pance, Cali, Valle del Cauca, Colombia

Abstract: The service supply chain aims at managing the adequate flow of information, processes, and capacity across its members to provide product service that meets customer expectations. This study focuses on healthcare organisations' need for supply chain coordination to deliver quality services. Based on previous experiences in the literature, we examine the interrelatedness of elements such as updated technologies (technological innovations) in the form of e-business and medical solutions using the internet. Additionally, lean practices, human capital, and their impact on building an effective supply chain and, therefore, the delivery of quality services are examined. The study's objectives were to discuss and report through a detailed methodology the evaluation of critical hypotheses found during the literature review process, particularly applicable to the health sector in Colombia and Latin America. Initial findings from the structural equation modelling analysis show that the use of technologies has no impact on lean practices, quality of the service, and building an effective supply chain. This study shows the relevant role of human capital in delivering an effective supply chain when organisations implement technological innovations affecting service quality.

Keywords: technological innovations; human capital; lean practices; quality in healthcare; supply chain performance; Colombia.

DOI: 10.1504/IJBPM.2024.139413

International Journal of Business Performance Management, 2024 Vol.25 No.4, pp.543 - 564

Received: 17 Feb 2022
Accepted: 15 Dec 2022
Published online: 02 Jul 2024 *

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