IT Process Improvement in Telehomecare Services for Diabetic/Hypertensive Patients in a Developing Country: Design and Evaluation into an Ecuadorian Company

摘要

This study shows a solution for IT process improvement in Telehomecare Services, developed by an Ecuadorian Company that provides services to Diabetic/Hypertensive patients. Based on the current situation, the Design combines the perspective and benefits of business process models and IT management best practices, through the concept of the responsibilities matrix, including an IT governance component. The Evaluation is done with the design implementation; besides, an impact analysis using the process capacity model is realized. Results show the technical and operational applicability of the model, as well as an effective improvement of IT services, consequently of service to patients. Thus, the work provides a practical tool formally developed according to DSR approach and using complementary methods. The solution includes components not explicitly integrated into technical literature for a sensitive issue.