patient business model ebmm-triads

of 184

Copyrights© 2013-2015 Pragmatic Cohesion Consulting LLc, All Rights Reserved

EBMM-TRIADs™

PATIENT BUSINESS MODEL ALIGNMENT

Sample-Report

Prepared by Atiogbe Didier Koffi

of 184


Table of Contents Introduction ................................................................................................................................................................................................................. 17

The Four Fundamental Questions that Drive any Business ..................................................................................................................................... 17

Towards more effective Business Models ............................................................................................................................................................... 18

Patient Business Model Alignment Dimensions .......................................................................................................................................................... 21

1-CLIMATE ................................................................................................................................................................................................................ 21

(WHO)Patients [generate]: .................................................................................................................................................................................. 21

2-GOVERNANCE ....................................................................................................................................................................................................... 21

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of]: ....................................................................................... 21

(WHY)Needs for Admissions with Care Providers [drive]: ................................................................................................................................... 22

(WHY)Needs for Appointments with Care Providers [drive]: .............................................................................................................................. 22

(WHY)Needs for Discharges with Care Providers [drive]: .................................................................................................................................... 22

(WHY)Needs for Episodes of Care with Care Professionals [drive]: .................................................................................................................... 22

(WHY)Needs for Patient Relationships with Care Providers [drive]: ................................................................................................................... 23

(WHY)The Affordable Care Act [govern use of]: .................................................................................................................................................. 23

3-IDENTITY ............................................................................................................................................................................................................... 24

(WHO)Healthcare Service Providers [are responsible for]: ................................................................................................................................. 24

(WHO)Healthcare Service Providers [consume]: ................................................................................................................................................. 25

(WHO)Healthcare Service Providers [provide]: ................................................................................................................................................... 25

of 184


4-MISSION ................................................................................................................................................................................................................ 25

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track]: .......................................................... 25

(WHY)Align Product/Service and prices with value to patient [track success of]: .............................................................................................. 29

(WHY)Apply Brand to new and unbranded product/service [track success of]: ................................................................................................. 29

(WHY)Better match trends and health servicing patterns [track success of]: ..................................................................................................... 29

(WHY)Broaden product/service offerings [track success of]: .............................................................................................................................. 30

(WHY)Bypass current channels, service directly to patient [track success of]: ................................................................................................... 30

(WHY)Consolidate billing operations, services and processes [track success of]: ............................................................................................... 30

(WHY)Control advertising channels/media cost [track success of]: .................................................................................................................... 31

(WHY)Coordinate pricing of complementary products/services [track success of]: ........................................................................................... 31

(WHY)Design product/services to use cost effective materials [track success of]: ............................................................................................. 31

(WHY)Develop more attractive product and services [track success of]: ........................................................................................................... 32

(WHY)Develop strong patient relationships and communities [track success of]: ............................................................................................. 32

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of]: ................................................................. 32

(WHY)Differentiate treatment of patients/segments [track success of]: ............................................................................................................ 33

(WHY)Establish patient communities [track success of]: .................................................................................................................................... 33

(WHY)Expand services and advertising channels [track success of]: ................................................................................................................... 33

(WHY)Faster and smarter decision making tools and processes [track success of]: ........................................................................................... 34

(WHY)Faster go-to-market with new products and services [track success of]: ................................................................................................. 34

of 184


(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern]: .................................................................................................. 34

(WHY)Improve Patient Loyalty [track success of]: ............................................................................................................................................... 35

(WHY)Improve Patient Service [track success of]: ............................................................................................................................................... 35

(WHY)Improve Patient market intelligence [track success of]: ........................................................................................................................... 36

(WHY)Improve Product/service conception initiation processes [track success of]: .......................................................................................... 36

(WHY)Improve account management methods and tools [track success of]: .................................................................................................... 36

(WHY)Improve actuality of patient needs analysis [track success of]: ................................................................................................................ 37

(WHY)Improve campaign design and management processes and tools [track success of]: .............................................................................. 37

(WHY)Improve channel management processes and tools [track success of]: ................................................................................................... 37

(WHY)Improve competitive research [track success of]: ..................................................................................................................................... 38

(WHY)Improve conversion rate of services per marketing campaigns [track success of]: .................................................................................. 38

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of]: ................................................ 38

(WHY)Improve cross-service and up-service campaigns [track success of]: ....................................................................................................... 39

(WHY)Improve definition of product/service and service specification [track success of]: ................................................................................ 39

(WHY)Improve effectiveness of service processes [track success of]: ................................................................................................................ 39

(WHY)Improve execution of market and supply driven promotions [track success of]: ..................................................................................... 40

(WHY)Improve focus on higher value advertising channel/media [track success of]: ........................................................................................ 40

(WHY)Improve focus on price-insensitive patient segments [track success of]: ................................................................................................. 40

(WHY)Improve focus on segments with lower average cost-to-serve [track success of]: .................................................................................. 41

of 184


(WHY)Improve identification of cross-service up-service opportunities [track success of]: ............................................................................... 41

(WHY)Improve identification of valuable patient relationships [track success of]: ............................................................................................ 41

(WHY)Improve influence in patient decision cycle [track success of]: ................................................................................................................ 42

(WHY)Improve order management methods and tools [track success of]: ........................................................................................................ 42

(WHY)Improve patient brand/product association and experience [track success of]: ...................................................................................... 43

(WHY)Improve patient service and support processes [track success of]: .......................................................................................................... 43

(WHY)Improve product and service quality [track success of]: ........................................................................................................................... 43

(WHY)Improve product linkage based on patient intelligence [track success of]: .............................................................................................. 44

(WHY)Improve product/service co-development with alliance partners [track success of]: .............................................................................. 44

(WHY)Improve product/service introduction/launch processes [track success of]: ........................................................................................... 44

(WHY)Improve product/service quality and price with partners [track success of]:........................................................................................... 45

(WHY)Improve quality of products and services [track success of]:.................................................................................................................... 45

(WHY)Improve responsiveness to patient complaints/feedback [track success of]: .......................................................................................... 45

(WHY)Improve settings for innovation to flourish [track success of]: ................................................................................................................. 46

(WHY)Improve structuring and pricing of promotions [track success of]: .......................................................................................................... 46

(WHY)Improve tailoring of offerings to patient needs [track success of]: .......................................................................................................... 46

(WHY)Improve insensitive of patient needs [track success of]: .......................................................................................................................... 47

(WHY)Improve understanding of product/service value to patients [track success of]: .................................................................................... 47

(WHY)Improve understanding of current patient [track success of]: .................................................................................................................. 47

of 184


(WHY)Improve utilization of product/service development channels [track success of]: .................................................................................. 48

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of]: .................................. 48

(WHY)Increase emphasis on differentiated products and services [track success of]: ....................................................................................... 48

(WHY)Increase focus on most effective services advertisement channels [track success of]: ........................................................................... 49

(WHY)Increase focus on pricing effectiveness/price optimization [track success of]: ........................................................................................ 49

(WHY)Increase number and quality of product/service and service launches [track success of]: ...................................................................... 50

(WHY)Increase promotional and marketing activities [track success of]: ........................................................................................................... 50

(WHY)Increase revenue with Patient market segments previously not served [track success of]: .................................................................... 50

(WHY)Increase revenue with new product/service differentiation [track success of]: ....................................................................................... 51

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of]: ................................................................................... 51

(WHY)Increase services/marketing coverage with partners [track success of]:.................................................................................................. 51

(WHY)Increase use of differential pricing mechanisms [track success of]: ......................................................................................................... 52

(WHY)Innovate with new products and services [track success of]: ................................................................................................................... 52

(WHY)License or acquire products/services and intellectual property [track success of]: ................................................................................. 52

(WHY)Lower prices to gain market share [track success of]: .............................................................................................................................. 53

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of]: ...................................................................... 53

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of]: ...................................................................... 53

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of]:...................................................... 54

(WHY)Standardize Patient Services Offerings [track success of]: ........................................................................................................................ 54

of 184


(WHY)Strengthen patient base [track success of]: .............................................................................................................................................. 54

(WHY)Tailor product and services to new patient market segments [track success of]: .................................................................................... 55

(WHY)Tailor services approaches to patient segments [track success of]: ......................................................................................................... 55

(WHY)The Affordable Care Act [govern]: ............................................................................................................................................................. 55

5-CULTURE ............................................................................................................................................................................................................... 56

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate]: ..................................................................................... 56

(HOW)Competitiveness Performance [evaluate]: ............................................................................................................................................... 57

(HOW)Connected and Interoperable [evaluate]: ................................................................................................................................................ 58

(HOW)Cost Efficiency [evaluate]: ......................................................................................................................................................................... 58

(HOW)Dependable by being Proven and Robust [evaluate]: .............................................................................................................................. 59

(HOW)Operational Excellence Performance [evaluate]: ..................................................................................................................................... 60

(HOW)Productive via Familiar tools to automate the way you work [evaluate]: ............................................................................................... 61

(HOW)Admitting patient [properly manage]: ...................................................................................................................................................... 62

(HOW)Risk Management Performance [evaluate]: ............................................................................................................................................. 62

(HOW)Discharging patient [properly manage]: ................................................................................................................................................... 63

(HOW)Providing episodes of care to patient [properly manage]: ....................................................................................................................... 63

(HOW)Referring providers to patient [properly manage]: .................................................................................................................................. 64

(HOW)Scheduling patient's appointments [properly manage]: .......................................................................................................................... 64

(HOW)Updating patient's care providers [properly manage]: ............................................................................................................................ 65

of 184


(HOW)Updating/Canceling patient's appointments [properly manage]: ............................................................................................................ 65

(WHAT)Care Facilities and Schedules Capability [are implemented through]: ................................................................................................... 65

(WHAT)Care Pathways Capability [are implemented through]: .......................................................................................................................... 66

(WHAT)Care Professional Groups and Teams Capability [are implemented through]: ...................................................................................... 66

(WHAT)Care Professionals Capability [are implemented through]: .................................................................................................................... 66

(WHAT)Clinical Data Capability [are implemented through]: .............................................................................................................................. 67

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through]: .................................................................... 67

(WHAT)Health Assessments and Care Plans Capability [are implemented through]: ......................................................................................... 67

(WHAT)Health and Care Classifications Capability [are implemented through]: ................................................................................................ 68

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through]: ................................................................................ 68

(WHAT)Medications Capability [are implemented through]: .............................................................................................................................. 68

(WHAT)Patient Waiting Lists Capability [are implemented through]:................................................................................................................. 69

(WHAT)Patient and Client Administration Capability [are implemented through]: ............................................................................................ 69

(WHAT)Patient and Client Care Records Capability [are implemented through]: ............................................................................................... 70

(WHAT)Patient and Client Groups Capability [are implemented through]: ........................................................................................................ 70

(WHAT)Patient and Client Journey Capability [are implemented through]: ....................................................................................................... 70

(WHAT)Personal Consents Capability [are implemented through]: .................................................................................................................... 71

(WHAT)Personal Health and Care Status Capability [are implemented through]: .............................................................................................. 71

(WHAT)Persons and Identities Capability [are implemented through]: .............................................................................................................. 71

of 184


(WHAT)Prices and costs of Health Capability [are implemented through]: ........................................................................................................ 72

6-PERFORMANCE ..................................................................................................................................................................................................... 72

(WHO)Healthcare Service Providers [perform]: .................................................................................................................................................. 72

Business Model Elements ............................................................................................................................................................................................ 73

[Market Segment] = Patients ................................................................................................................................................................................... 73

[Customer Demand and Relationship] = Needs for Appointments with Care Providers ........................................................................................ 73

[Customer Demand and Relationship] = Needs for Discharges with Care Providers .............................................................................................. 74

[Customer Demand and Relationship] = Needs for Episodes of Care with Care Professionals ............................................................................... 74

[Customer Demand and Relationship] = Needs for Patient Relationships with Care Providers ............................................................................. 75

[Product and Service] = Appointments management services ................................................................................................................................ 75

[Product and Service] = Admission management services ...................................................................................................................................... 75

[Product and Service] = Discharges management services ..................................................................................................................................... 76

[Product and Service] = Patient Journey management services ............................................................................................................................. 76

[Product and Service] = Patient Care Providers management services ................................................................................................................... 77

[Product and Service] = Patient Prescriptions management services ..................................................................................................................... 77

[Business Process/Activity] = Scheduling patient's appointments .......................................................................................................................... 77

[Business Process/Activity] = Updating/Canceling patient's appointments ............................................................................................................ 82

[Business Process/Activity] = Admitting patient ...................................................................................................................................................... 87

[Business Process/Activity] = Discharging patient ................................................................................................................................................... 91

of 184


[Business Process/Activity] = Providing episodes of care to patient ....................................................................................................................... 96

[Business Process/Activity] = Referring providers to patient ................................................................................................................................ 100

[Business Process/Activity] = Updating patient's care providers .......................................................................................................................... 105

[Business Unit] = Healthcare Service Providers ..................................................................................................................................................... 109

[Asset] = Patient's Current Health ......................................................................................................................................................................... 111

[Asset] = Patient's Health methods of payment .................................................................................................................................................... 112

[Asset] = Patient's Health Insurance Plan .............................................................................................................................................................. 112

[Asset] = Patient's Communication Devices .......................................................................................................................................................... 113

[Asset] = Patient's Care Time ................................................................................................................................................................................. 114

[Asset] = Patient's Health Knowledge .................................................................................................................................................................... 114

[Asset] = Patient's Health History .......................................................................................................................................................................... 115

[Asset] = Patient's Emergency Contacts................................................................................................................................................................. 115

[Directive] = The Affordable Care Act .................................................................................................................................................................... 116

[Directive] = Healthcare providers must be compliant with HIPPA/HITECH ......................................................................................................... 116

[Success Metric/Measure] = Patient's return rate to Care facility per episode of care is below 20% ................................................................. 117

[Key Performance Indicator] = Average Patient's out_of_pocket care cost per age group per health condition per year .................................. 118

[Business Capability] = Health Assessments and Care Plans Capability ................................................................................................................ 124

[Business Capability] = Care Facilities and Schedules Capability ........................................................................................................................... 125

[Business Capability] = Care Pathways Capability .................................................................................................................................................. 125

of 184


[Business Capability] = Care Professionals Capability ............................................................................................................................................ 126

[Business Capability] = Clinical Data Capability ..................................................................................................................................................... 127

[Business Capability] = Prices and costs of Health Capability ................................................................................................................................ 128

[Business Capability] = Current Clients, Patients and Care Relationships Capability ............................................................................................ 128

[Business Capability] = Health and Care Classifications Capability ........................................................................................................................ 129

[Business Capability] = Investigations, Orders, Tests and Results Capability ........................................................................................................ 130

[Business Capability] = Medications Capability ..................................................................................................................................................... 131

[Business Capability] = Patient and Client Journey Capability ............................................................................................................................... 132

[Business Capability] = Patient and Client Groups Capability ................................................................................................................................ 133

[Business Capability] = Patient and Client Administration Capability ................................................................................................................... 133

[Business Capability] = Patient and Client Care Records Capability ...................................................................................................................... 134

[Business Capability] = Personal Consents Capability ............................................................................................................................................ 135

[Business Capability] = Personal Health and Care Status Capability...................................................................................................................... 136

[Business Capability] = Persons and Identities Capability ...................................................................................................................................... 136

[Business Capability] = Care Professional Groups and Teams Capability .............................................................................................................. 137

[Business Capability] = Patient Waiting Lists Capability ........................................................................................................................................ 138

[Assessment Metric] = Connected and Interoperable ........................................................................................................................................... 139

[Assessment Metric] = Productive via Familiar tools to automate the way you work .......................................................................................... 140

[Assessment Metric] = Dependable by being Proven and Robust ......................................................................................................................... 140

of 184


[Assessment Metric] = Best Economics by driving down the cost of Health and Social Care ............................................................................... 141

[Assessment Metric] = Cost Efficiency ................................................................................................................................................................... 142

[Assessment Metric] = Competitiveness Performance .......................................................................................................................................... 143

[Assessment Metric] = Operational Excellence Performance ............................................................................................................................... 144

[Assessment Metric] = Risk Management Performance ....................................................................................................................................... 145

[Success Metric/Measure] = Bypass current channels, service directly to patient ............................................................................................... 146

[Success Metric/Measure] = Improve focus on higher value advertising channel/media .................................................................................... 146

[Success Metric/Measure] = Improve focus on segments with lower average cost-to-serve............................................................................... 147

[Success Metric/Measure] = Control advertising channels/media cost ................................................................................................................ 147

[Success Metric/Measure] = Improve conversion rate of services per marketing campaigns .............................................................................. 148

[Success Metric/Measure] = Improve Patient Loyalty ........................................................................................................................................... 148

[Success Metric/Measure] = Improve Patient Service ........................................................................................................................................... 149

[Success Metric/Measure] = Improve understanding of current patient .............................................................................................................. 149

[Success Metric/Measure] = Improve understanding of patient needs ................................................................................................................ 150

[Success Metric/Measure] = Develop strong patient relationships and communities ......................................................................................... 150

[Success Metric/Measure] = Improve effectiveness of service processes ............................................................................................................ 151

[Success Metric/Measure] = Improve account management methods and tools ................................................................................................ 151

[Success Metric/Measure] = Improve Patient market intelligence ....................................................................................................................... 152

[Success Metric/Measure] = Improve campaign design and management processes and tools .......................................................................... 152

of 184


[Success Metric/Measure] = Improve channel management processes and tools ............................................................................................... 153

[Success Metric/Measure] = Improve responsiveness to patient complaints/feedback ...................................................................................... 153

[Success Metric/Measure] = Improve competitive research ................................................................................................................................. 154

[Success Metric/Measure] = Better match trends and health servicing patterns ................................................................................................. 154

[Success Metric/Measure] = Improve actuality of patient needs analysis ............................................................................................................ 155

[Success Metric/Measure] = Faster and smarter decision making tools and processes ....................................................................................... 155

[Success Metric/Measure] = Differentiate treatment of patients/segments ........................................................................................................ 156

[Success Metric/Measure] = Establish patient communities................................................................................................................................. 156

[Success Metric/Measure] = Reduce business risk by aligning with changing Patient market needs .................................................................. 157

[Success Metric/Measure] = Increase revenue with Patient market segments previously not served ................................................................ 157

[Success Metric/Measure] = Increase promotional and marketing activities ....................................................................................................... 158

[Success Metric/Measure] = Lower prices to gain market share .......................................................................................................................... 158

[Success Metric/Measure] = Expand services and advertising channels ............................................................................................................... 159

[Success Metric/Measure] = Improve cross-service and up-service campaigns ................................................................................................... 159

[Success Metric/Measure] = Increase focus on most effective services advertisement channels ....................................................................... 160

[Success Metric/Measure] = Increase services by guaranteeing 24/7/365 100% availability ............................................................................... 160

[Success Metric/Measure] = Diagnose conversion rate of services by advertising channels/campaigns ............................................................. 161

[Success Metric/Measure] = Tailor services approaches to patient segments ..................................................................................................... 161

[Success Metric/Measure] = Improve focus on price-insensitive patient segments ............................................................................................. 162

of 184


[Success Metric/Measure] = Improve tailoring of offerings to patient needs ...................................................................................................... 162

[Success Metric/Measure] = Improve patient brand/product association and experience .................................................................................. 163

[Success Metric/Measure] = Improve identification of cross-service up-service opportunities ........................................................................... 163

[Success Metric/Measure] = Improve identification of valuable patient relationships ........................................................................................ 164

[Success Metric/Measure] = Improve influence in patient decision cycle ............................................................................................................ 164

[Success Metric/Measure] = Improve product linkage based on patient intelligence .......................................................................................... 165

[Success Metric/Measure] = Strengthen patient base .......................................................................................................................................... 165

[Success Metric/Measure] = Consolidate billing operations, services and processes ........................................................................................... 166

[Success Metric/Measure] = Standardize Patient Services Offerings .................................................................................................................... 166

[Success Metric/Measure] = Design product/services to use cost effective materials ......................................................................................... 167

[Success Metric/Measure] = Improve execution of market and supply driven promotions ................................................................................. 167

[Success Metric/Measure] = License or acquire products/services and intellectual property ............................................................................. 168

[Success Metric/Measure] = Improve utilization of product/service development channels ............................................................................. 168

[Success Metric/Measure] = Increase number and quality of product/service and service launches .................................................................. 169

[Success Metric/Measure] = Apply Brand to new and unbranded product/service ............................................................................................. 169

[Success Metric/Measure] = Improve definition of product/service and service specification ............................................................................ 170

[Success Metric/Measure] = Improve patient service and support processes ...................................................................................................... 170

[Success Metric/Measure] = Improve quality of products and services ................................................................................................................ 171

[Success Metric/Measure] = Improve settings for innovation to flourish ............................................................................................................. 171

of 184


[Success Metric/Measure] = Broaden product/service offerings .......................................................................................................................... 172

[Success Metric/Measure] = Develop more attractive product and services ....................................................................................................... 172

[Success Metric/Measure] = Increase emphasis on design for configurability and customization of Services and Products .............................. 173

[Success Metric/Measure] = Improve Product/service conception initiation processes ...................................................................................... 174

[Success Metric/Measure] = Improve product/service introduction/launch processes ....................................................................................... 174

[Success Metric/Measure] = Faster go-to-market with new products and services ............................................................................................. 175

[Success Metric/Measure] = Improve product/service co-development with alliance partners .......................................................................... 175

[Success Metric/Measure] = Increase emphasis on differentiated products and services ................................................................................... 176

[Success Metric/Measure] = Seek join venture partners that complete the existing product/service portfolio .................................................. 176

[Success Metric/Measure] = Tailor product and services to new patient market segments ................................................................................ 177

[Success Metric/Measure] = Improve cost with complementary partners in services, marketing and distribution ............................................ 177

[Success Metric/Measure] = Improve product/service quality and price with partners....................................................................................... 178

[Success Metric/Measure] = Increase revenue with new product/service differentiation ................................................................................... 178

[Success Metric/Measure] = Increase services/marketing coverage with partners.............................................................................................. 179

[Success Metric/Measure] = Improve product and service quality ....................................................................................................................... 179

[Success Metric/Measure] = Innovate with new products and services ............................................................................................................... 180

[Success Metric/Measure] = Improve order management methods and tools .................................................................................................... 180

[Success Metric/Measure] = Increase use of differential pricing mechanisms ..................................................................................................... 181

[Success Metric/Measure] = Align Product/Service and prices with value to patient .......................................................................................... 181

of 184


[Success Metric/Measure] = Coordinate pricing of complementary products/services ....................................................................................... 182

[Success Metric/Measure] = Improve structuring and pricing of promotions ...................................................................................................... 182

[Success Metric/Measure] = Improve understanding of product/service value to patients................................................................................. 183

[Success Metric/Measure] = Increase focus on pricing effectiveness/price optimization .................................................................................... 183

of 184


Introduction

No matter how formalized an organization’s Business Model is, its ultimate measure of success is its ability to deliver outcomes that

properly respond to the expectations and constraints imposed upon your business by its environment: markets, customers,

suppliers, partners, competitors, regulators, shareholders, and various stakeholders. We have entered an unprecedented era in the

history of humanity where the pace at which organizations learn can no longer keep up with the pace of change taking place in their

environment.

Organizations are confronted with an urgent imperative to truly understand their Business Models and their resulting capabilities

and limitations i.e. resilience, agility, flexibility, precision. Our innovative Business Model Framework named the EBMM-TRIADs™

caters to that critical need by focusing on six fundamental dimensions of alignment for any Business Model.

The Four Fundamental Questions that Drive any Business

Our Business Model Framework was designed around four fundamental questions that drive any organization:

WHY does the organization exist?

WHO are the organization's stakeholders?

WHAT does the organization do?

HOW does the organization operate?

From those four questions, the EBMM-TRIADs™ define four complementary and strongly interdependent views of any Business

Model. We call these views TRIADs. Each TRIAD involves three of the four fundamental questions previously listed:

of 184


The Business STRATEGY TRIAD answers the Question "HOW does WHAT fulfill WHY?"

The Business MOTIVATION TRIAD answers the question "HOW does WHO influence WHY?"

The Business RESPONSIBILITIES TRIAD answers the question "WHY does WHO do WHAT?"

The Business OPERATION TRIAD answers the question "HOW does WHO do WHAT?"

There are 2 other important questions that are also relevant to any Business. They are WHERE and WHEN the Business operates. The

EBMM-TRIADs™ address these additional two questions by linking them to the WHO and WHY questions:

WHERE links to WHO because they both address the Identity/local dimension of an organization

while WHEN links to WHY since they both focus on the Mission dimension of an organization

Towards more effective Business Models

The effectiveness of any Business Model results from complex interactions that take place among its various elements and their

relationships. These elements address specific aspects of the business and answer specific questions about the business: Why, Who,

What, How, What, Where, and When. The EBMM-TRIADs™ offer a pragmatic classification of such elements and their relationships

within a cohesive framework.

We advocate that clear and coherent directions regarding the Business Motivation, its Strategy, its Roles and Responsibilities, and

its Operations directly contribute to the effectiveness of any Business Model.

of 184


We also argue that strong Alignment between Business Strategy, Business Operation, Business Motivation, and Business

Responsibilities ultimately determines a Business Model's ability to deliver outcomes that properly respond to the expectations and

constraints imposed upon your organization by its environment.

We have identified six dimensions of alignment between Business Strategy, Business Operation, Business Motivation, and Business

Responsibilities. Each one of these six dimensions represents a maturity level for your Business Model with respect to an important

aspect of your organization. Each Alignment Dimension involves a common boundary shared by two TRIADs and relates two

fundamental questions:

Dimension 1: Organizational Climate Maturity [WHO, WHY]. The degree of alignment between Business Motivation and

Business Responsibilities and Roles reflects the maturity level of your Business Model with respect to Organizational Climate

Dimension 2: Organizational Governance Maturity [WHY, WHAT]. The degree of alignment between Business Strategy and

Business Responsibilities and Roles reflects the maturity level of your Business Model with respect to Organizational

Governance

Dimension 3: Organizational Identity Maturity [WHO, WHAT]. The degree of alignment between Business Responsibilities

and Roles and Business Operation reflects the maturity level of your Business Model with respect to Organizational Identity

Dimension 4: Organizational Mission Maturity [WHY, HOW]. The degree of alignment between Business Motivation and

Business Strategy reflects the maturity level of your Business Model with respect to Organizational Mission

Dimension 5: Organizational Culture Maturity [WHAT, HOW]. The degree of alignment between Business Strategy and

Business Operation reflects the maturity level of your Business Model with respect to Organizational Culture

of 184


Dimension 6: Organizational Performance Maturity [WHO, HOW]. The degree of alignment between

Business Motivation and Business Operation reflects the maturity level of your Business Model with respect to Organizational

Performance

The following sections present sample Business Model Elements and their respective relationships involved in the six Alignment

Dimensions of a Patient Business Model.

The full EBMM-TRIADs™ Framework includes a few more Business Model Elements types and relationships in addition to the ones

illustrated in this document.

Also check our YouTube Video: https://www.youtube.com/watch?v=a0DgVT1TlrQ

https://www.youtube.com/watch?v=a0DgVT1TlrQ

of 184


Patient Business Model Alignment Dimensions

1-CLIMATE

(WHO)Patients [generate]:

Needs for Admissions with Care Providers (WHY)

Needs for Appointments with Care Providers (WHY)

Needs for Discharges with Care Providers (WHY)

Needs for Episodes of Care with Care Professionals (WHY)

Needs for Patient Relationships with Care Providers (WHY)

2-GOVERNANCE

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of]:

Patient's Care Time (WHAT)

Patient's Communication Methods (WHAT)

Patient's Current Health (WHAT)

Patient's Emergency Contacts (WHAT)

Patient's Health History (WHAT)

Patient's Health Insurance Plan (WHAT)

Patient's Health Knowledge (WHAT)

Patient's Health methods of payment (WHAT)

of 184


(WHY)Needs for Admissions with Care Providers [drive]:

Admission management services (WHAT)

Appointments management services (WHAT)

Discharges management services (WHAT)

Patient Care Providers management services (WHAT)

Patient Journey management services (WHAT)

Patient Prescriptions management services (WHAT)

(WHY)Needs for Appointments with Care Providers [drive]:







(WHY)Needs for Discharges with Care Providers [drive]:







(WHY)Needs for Episodes of Care with Care Professionals [drive]:


of 184







(WHY)Needs for Patient Relationships with Care Providers [drive]:







(WHY)The Affordable Care Act [govern use of]:









of 184


3-IDENTITY

(WHO)Healthcare Service Providers [are responsible for]:

Care Facilities and Schedules Capability (WHAT)

Care Pathways Capability (WHAT)

Care Professional Groups and Teams Capability (WHAT)

Care Professionals Capability (WHAT)

Clinical Data Capability (WHAT)

Current Clients, Patients and Care Relationships Capability (WHAT)

Health Assessments and Care Plans Capability (WHAT)

Health and Care Classifications Capability (WHAT)

Investigations, Orders, Tests and Results Capability (WHAT)

Medications Capability (WHAT)

Patient Waiting Lists Capability (WHAT)

Patient and Client Administration Capability (WHAT)

Patient and Client Care Records Capability (WHAT)

Patient and Client Groups Capability (WHAT)

Patient and Client Journey Capability (WHAT)








of 184



Personal Consents Capability (WHAT)

Personal Health and Care Status Capability (WHAT)

Persons and Identities Capability (WHAT)

Prices and costs of Health Capability (WHAT)

(WHO)Healthcare Service Providers [consume]:







(WHO)Healthcare Service Providers [provide]:







4-MISSION

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track]:

Align Product/Service and prices with value to patient (WHY)

of 184


Apply Brand to new and unbranded product/service (WHY)

Better match trends and health servicing patterns (WHY)

Broaden product/service offerings (WHY)

Bypass current channels, service directly to patient (WHY)

Consolidate billing operations, services and processes (WHY)

Control advertising channels/media cost (WHY)

Coordinate pricing of complementary products/services (WHY)

Design product/services to use cost effective materials (WHY)

Develop more attractive product and services (WHY)

Develop strong patient relationships and communities (WHY)

Diagnose conversion rate of services by advertising channels/campaigns (WHY)

Differentiate treatment of patients/segments (WHY)

Establish patient communities (WHY)

Expand services and advertising channels (WHY)

Faster and smarter decision making tools and processes (WHY)

Faster go-to-market with new products and services (WHY)

Improve Patient Loyalty (WHY)

Improve Patient Service (WHY)

Improve Patient market intelligence (WHY)

Improve Product/service conception initiation processes (WHY)

Improve account management methods and tools (WHY)

Improve actuality of patient needs analysis (WHY)

Improve campaign design and management processes and tools (WHY)

Improve channel management processes and tools (WHY)

Improve competitive research (WHY)

of 184


Improve conversion rate of services per marketing campaigns (WHY)

Improve cost with complementary partners in services, marketing and distribution (WHY)

Improve cross-service and up-service campaigns (WHY)

Improve definition of product/service and service specification (WHY)

Improve effectiveness of service processes (WHY)

Improve execution of market and supply driven promotions (WHY)

Improve focus on higher value advertising channel/media (WHY)

Improve focus on price-insensitive patient segments (WHY)

Improve focus on segments with lower average cost-to-serve (WHY)

Improve identification of cross-service up-service opportunities (WHY)

Improve identification of valuable patient relationships (WHY)

Improve influence in patient decision cycle (WHY)

Improve order management methods and tools (WHY)

Improve patient brand/product association and experience (WHY)

Improve patient service and support processes (WHY)

Improve product and service quality (WHY)

Improve product linkage based on patient intelligence (WHY)

Improve product/service co-development with alliance partners (WHY)

Improve product/service introduction/launch processes (WHY)

Improve product/service quality and price with partners (WHY)

Improve quality of products and services (WHY)

Improve responsiveness to patient complaints/feedback (WHY)

Improve settings for innovation to flourish (WHY)

Improve structuring and pricing of promotions (WHY)

Improve tailoring of offerings to patient needs (WHY)

of 184


Improve insensitive of patient needs (WHY)

Improve insensitive of product/service value to patients (WHY)

Improve understanding of current patient (WHY)

Improve utilization of product/service development channels (WHY)

Increase emphasis on design for configurability and customization of Services and Products (WHY)

Increase emphasis on differentiated products and services (WHY)

Increase focus on most effective services advertisement channels (WHY)

Increase focus on pricing effectiveness/price optimization (WHY)

Increase number and quality of product/service and service launches (WHY)

Increase promotional and marketing activities (WHY)

Increase revenue with Patient market segments previously not served (WHY)

Increase revenue with new product/service differentiation (WHY)

Increase services by guaranteeing 24/7/365 100% availability (WHY)

Increase services/marketing coverage with partners (WHY)

Increase use of differential pricing mechanisms (WHY)

Innovate with new products and services (WHY)

License or acquire products/services and intellectual property (WHY)

Lower prices to gain market share (WHY)

Patient's return rate to Care facility per episode of care is below 20% (WHY)

Reduce business risk by aligning with changing Patient market needs (WHY)

Seek join venture partners that complete the existing product/service portfolio (WHY)

Standardize Patient Services Offerings (WHY)

Strengthen patient base (WHY)

Tailor product and services to new patient market segments (WHY)

Tailor services approaches to patient segments (WHY)

of 184


(WHY)Align Product/Service and prices with value to patient [track success of]:

Admitting patient (HOW)

Discharging patient (HOW)

Providing episodes of care to patient (HOW)

Referring providers to patient (HOW)

Scheduling patient's appointments (HOW)

Updating patient's care providers (HOW)

Updating/Canceling patient's appointments (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of]:








(WHY)Better match trends and health servicing patterns [track success of]:







of 184



(WHY)Broaden product/service offerings [track success of]:








(WHY)Bypass current channels, service directly to patient [track success of]:








(WHY)Consolidate billing operations, services and processes [track success of]:






of 184




(WHY)Control advertising channels/media cost [track success of]:








(WHY)Coordinate pricing of complementary products/services [track success of]:








(WHY)Design product/services to use cost effective materials [track success of]:





of 184





(WHY)Develop more attractive product and services [track success of]:








(WHY)Develop strong patient relationships and communities [track success of]:








(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of]:




of 184






(WHY)Differentiate treatment of patients/segments [track success of]:








(WHY)Establish patient communities [track success of]:








(WHY)Expand services and advertising channels [track success of]:



of 184







(WHY)Faster and smarter decision making tools and processes [track success of]:








(WHY)Faster go-to-market with new products and services [track success of]:








(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern]:


of 184








(WHY)Improve Patient Loyalty [track success of]:








(WHY)Improve Patient Service [track success of]:








of 184


(WHY)Improve Patient market intelligence [track success of]:








(WHY)Improve Product/service conception initiation processes [track success of]:








(WHY)Improve account management methods and tools [track success of]:







of 184



(WHY)Improve actuality of patient needs analysis [track success of]:








(WHY)Improve campaign design and management processes and tools [track success of]:








(WHY)Improve channel management processes and tools [track success of]:






of 184




(WHY)Improve competitive research [track success of]:








(WHY)Improve conversion rate of services per marketing campaigns [track success of]:








(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of]:





of 184





(WHY)Improve cross-service and up-service campaigns [track success of]:








(WHY)Improve definition of product/service and service specification [track success of]:








(WHY)Improve effectiveness of service processes [track success of]:




of 184






(WHY)Improve execution of market and supply driven promotions [track success of]:








(WHY)Improve focus on higher value advertising channel/media [track success of]:








(WHY)Improve focus on price-insensitive patient segments [track success of]:



of 184







(WHY)Improve focus on segments with lower average cost-to-serve [track success of]:








(WHY)Improve identification of cross-service up-service opportunities [track success of]:








(WHY)Improve identification of valuable patient relationships [track success of]:


of 184








(WHY)Improve influence in patient decision cycle [track success of]:








(WHY)Improve order management methods and tools [track success of]:








of 184


(WHY)Improve patient brand/product association and experience [track success of]:








(WHY)Improve patient service and support processes [track success of]:








(WHY)Improve product and service quality [track success of]:







of 184



(WHY)Improve product linkage based on patient intelligence [track success of]:








(WHY)Improve product/service co-development with alliance partners [track success of]:








(WHY)Improve product/service introduction/launch processes [track success of]:






of 184




(WHY)Improve product/service quality and price with partners [track success of]:








(WHY)Improve quality of products and services [track success of]:








(WHY)Improve responsiveness to patient complaints/feedback [track success of]:





of 184





(WHY)Improve settings for innovation to flourish [track success of]:








(WHY)Improve structuring and pricing of promotions [track success of]:








(WHY)Improve tailoring of offerings to patient needs [track success of]:




of 184






(WHY)Improve insensitive of patient needs [track success of]:








(WHY)Improve understanding of product/service value to patients [track success of]:








(WHY)Improve understanding of current patient [track success of]:



of 184







(WHY)Improve utilization of product/service development channels [track success of]:








(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of]:








(WHY)Increase emphasis on differentiated products and services [track success of]:


of 184








(WHY)Increase focus on most effective services advertisement channels [track success of]:








(WHY)Increase focus on pricing effectiveness/price optimization [track success of]:








of 184


(WHY)Increase number and quality of product/service and service launches [track success of]:








(WHY)Increase promotional and marketing activities [track success of]:








(WHY)Increase revenue with Patient market segments previously not served [track success of]:







of 184



(WHY)Increase revenue with new product/service differentiation [track success of]:








(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of]:








(WHY)Increase services/marketing coverage with partners [track success of]:






of 184




(WHY)Increase use of differential pricing mechanisms [track success of]:








(WHY)Innovate with new products and services [track success of]:








(WHY)License or acquire products/services and intellectual property [track success of]:





of 184





(WHY)Lower prices to gain market share [track success of]:








(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of]:








(WHY)Reduce business risk by aligning with changing Patient market needs [track success of]:




of 184






(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of]:








(WHY)Standardize Patient Services Offerings [track success of]:








(WHY)Strengthen patient base [track success of]:



of 184







(WHY)Tailor product and services to new patient market segments [track success of]:








(WHY)Tailor services approaches to patient segments [track success of]:








(WHY)The Affordable Care Act [govern]:


of 184








5-CULTURE

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate]:
















of 184






(HOW)Competitiveness Performance [evaluate]:




















of 184


(HOW)Connected and Interoperable [evaluate]:




















(HOW)Cost Efficiency [evaluate]:




of 184


















(HOW)Dependable by being Proven and Robust [evaluate]:








of 184














(HOW)Operational Excellence Performance [evaluate]:












of 184










(HOW)Productive via Familiar tools to automate the way you work [evaluate]:
















of 184






(HOW)Admitting patient [properly manage]:









(HOW)Risk Management Performance [evaluate]:










of 184












(HOW)Discharging patient [properly manage]:









(HOW)Providing episodes of care to patient [properly manage]:




of 184







(HOW)Referring providers to patient [properly manage]:









(HOW)Scheduling patient's appointments [properly manage]:









of 184


(HOW)Updating patient's care providers [properly manage]:









(HOW)Updating/Canceling patient's appointments [properly manage]:









(WHAT)Care Facilities and Schedules Capability [are implemented through]:





of 184





(WHAT)Care Pathways Capability [are implemented through]:








(WHAT)Care Professional Groups and Teams Capability [are implemented through]:








(WHAT)Care Professionals Capability [are implemented through]:




of 184






(WHAT)Clinical Data Capability [are implemented through]:








(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through]:








(WHAT)Health Assessments and Care Plans Capability [are implemented through]:



of 184







(WHAT)Health and Care Classifications Capability [are implemented through]:








(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through]:








(WHAT)Medications Capability [are implemented through]:


of 184








(WHAT)Patient Waiting Lists Capability [are implemented through]:








(WHAT)Patient and Client Administration Capability [are implemented through]:








of 184


(WHAT)Patient and Client Care Records Capability [are implemented through]:








(WHAT)Patient and Client Groups Capability [are implemented through]:








(WHAT)Patient and Client Journey Capability [are implemented through]:







of 184



(WHAT)Personal Consents Capability [are implemented through]:








(WHAT)Personal Health and Care Status Capability [are implemented through]:








(WHAT)Persons and Identities Capability [are implemented through]:






of 184




(WHAT)Prices and costs of Health Capability [are implemented through]:








6-PERFORMANCE

(WHO)Healthcare Service Providers [perform]:








of 184


Business Model Elements

[Market Segment] = Patients (WHO)Patients [generate] Needs for Appointments with Care Providers (WHY)

(WHO)Patients [generate] Needs for Admissions with Care Providers (WHY)

(WHO)Patients [generate] Needs for Discharges with Care Providers (WHY)

(WHO)Patients [generate] Needs for Episodes of Care with Care Professionals (WHY)

(WHO)Patients [generate] Needs for Patient Relationships with Care Providers (WHY)

[Customer Demand and Relationship] = Needs for Appointments with Care Providers (WHO)Patients [generate] Needs for Appointments with Care Providers (WHY)

(WHY)Needs for Appointments with Care Providers [drive] Appointments management services (WHAT)

(WHY)Needs for Appointments with Care Providers [drive] Admission management services (WHAT)

(WHY)Needs for Appointments with Care Providers [drive] Discharges management services (WHAT)

(WHY)Needs for Appointments with Care Providers [drive] Patient Journey management services (WHAT)

(WHY)Needs for Appointments with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Appointments with Care Providers [drive] Patient Prescriptions management services (WHAT)

[Customer Demand and Relationship] = Needs for Admissions with Care Providers

(WHO)Patients [generate] Needs for Admissions with Care Providers (WHY)

(WHY)Needs for Admissions with Care Providers [drive] Appointments management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Admission management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Discharges management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Patient Journey management services (WHAT)

of 184


(WHY)Needs for Admissions with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Patient Prescriptions management services (WHAT)

[Customer Demand and Relationship] = Needs for Discharges with Care Providers (WHO)Patients [generate] Needs for Discharges with Care Providers (WHY)

(WHY)Needs for Discharges with Care Providers [drive] Appointments management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Admission management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Discharges management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Patient Journey management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Patient Prescriptions management services (WHAT)

[Customer Demand and Relationship] = Needs for Episodes of Care with Care Professionals (WHO)Patients [generate] Needs for Episodes of Care with Care Professionals (WHY)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Appointments management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Admission management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Discharges management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Patient Journey management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Patient Prescriptions management services (WHAT)

of 184


[Customer Demand and Relationship] = Needs for Patient Relationships with Care Providers (WHO)Patients [generate] Needs for Patient Relationships with Care Providers (WHY)

(WHY)Needs for Patient Relationships with Care Providers [drive] Appointments management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Admission management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Discharges management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Patient Journey management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Patient Prescriptions management services (WHAT)

[Product and Service] = Appointments management services (WHY)Needs for Appointments with Care Providers [drive] Appointments management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Appointments management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Appointments management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Appointments management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Appointments management services (WHAT)

(WHO)Healthcare Service Providers [consume] Appointments management services (WHAT)

(WHO)Healthcare Service Providers [provide] Appointments management services (WHAT)

[Product and Service] = Admission management services (WHY)Needs for Appointments with Care Providers [drive] Admission management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Admission management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Admission management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Admission management services (WHAT)

of 184


(WHY)Needs for Patient Relationships with Care Providers [drive] Admission management services (WHAT)

(WHO)Healthcare Service Providers [consume] Admission management services (WHAT)

(WHO)Healthcare Service Providers [provide] Admission management services (WHAT)

[Product and Service] = Discharges management services (WHY)Needs for Appointments with Care Providers [drive] Discharges management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Discharges management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Discharges management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Discharges management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Discharges management services (WHAT)

(WHO)Healthcare Service Providers [consume] Discharges management services (WHAT)

(WHO)Healthcare Service Providers [provide] Discharges management services (WHAT)

[Product and Service] = Patient Journey management services (WHY)Needs for Appointments with Care Providers [drive] Patient Journey management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Patient Journey management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Patient Journey management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Patient Journey management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Patient Journey management services (WHAT)

(WHO)Healthcare Service Providers [consume] Patient Journey management services (WHAT)

(WHO)Healthcare Service Providers [provide] Patient Journey management services (WHAT)

of 184


[Product and Service] = Patient Care Providers management services (WHY)Needs for Appointments with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Patient Care Providers management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Patient Care Providers management services (WHAT)

(WHO)Healthcare Service Providers [consume] Patient Care Providers management services (WHAT)

(WHO)Healthcare Service Providers [provide] Patient Care Providers management services (WHAT)

[Product and Service] = Patient Prescriptions management services (WHY)Needs for Appointments with Care Providers [drive] Patient Prescriptions management services (WHAT)

(WHY)Needs for Admissions with Care Providers [drive] Patient Prescriptions management services (WHAT)

(WHY)Needs for Discharges with Care Providers [drive] Patient Prescriptions management services (WHAT)

(WHY)Needs for Episodes of Care with Care Professionals [drive] Patient Prescriptions management services (WHAT)

(WHY)Needs for Patient Relationships with Care Providers [drive] Patient Prescriptions management services (WHAT)

(WHO)Healthcare Service Providers [consume] Patient Prescriptions management services (WHAT)

(WHO)Healthcare Service Providers [provide] Patient Prescriptions management services (WHAT)

[Business Process/Activity] = Scheduling patient's appointments (WHO)Healthcare Service Providers [perform] Scheduling patient's appointments (HOW)

(HOW)Scheduling patient's appointments [properly manage] Patient's Current Health (WHAT)

(HOW)Scheduling patient's appointments [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Scheduling patient's appointments [properly manage] Patient's Health Insurance Plan (WHAT)

of 184


(HOW)Scheduling patient's appointments [properly manage] Patient's Communication Methods (WHAT)

(HOW)Scheduling patient's appointments [properly manage] Patient's Care Time (WHAT)

(HOW)Scheduling patient's appointments [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Scheduling patient's appointments [properly manage] Patient's Health History (WHAT)

(HOW)Scheduling patient's appointments [properly manage] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern] Scheduling patient's appointments (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Scheduling patient's appointments (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Scheduling patient's appointments (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Care Pathways Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Care Professionals Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Clinical Data Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Medications Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Personal Consents Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Scheduling patient's appointments (HOW)

of 184


(WHAT)Care Professional Groups and Teams Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Scheduling patient's appointments (HOW)

(WHY)Control advertising channels/media cost [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve Patient Loyalty [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve Patient Service [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve understanding of current patient [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve understanding of patient needs [track success of] Scheduling patient's appointments (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve effectiveness of service processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve account management methods and tools [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve Patient market intelligence [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve channel management processes and tools [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve competitive research [track success of] Scheduling patient's appointments (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Scheduling patient's appointments (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Establish patient communities [track success of] Scheduling patient's appointments (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Scheduling patient's appointments (HOW)

of 184


(WHY)Increase revenue with Patient market segments previously not served [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase promotional and marketing activities [track success of] Scheduling patient's appointments (HOW)

(WHY)Lower prices to gain market share [track success of] Scheduling patient's appointments (HOW)

(WHY)Expand services and advertising channels [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Scheduling patient's appointments (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Scheduling patient's appointments

(HOW)

(WHY)Tailor services approaches to patient segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Scheduling patient's appointments (HOW)

(WHY)Strengthen patient base [track success of] Scheduling patient's appointments (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Scheduling patient's appointments (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Scheduling patient's appointments (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Scheduling patient's appointments (HOW)

of 184


(WHY)Apply Brand to new and unbranded product/service [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve patient service and support processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve quality of products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Scheduling patient's appointments (HOW)

(WHY)Broaden product/service offerings [track success of] Scheduling patient's appointments (HOW)

(WHY)Develop more attractive product and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Scheduling patient's

appointments (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Scheduling patient's

appointments (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Scheduling patient's

appointments (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product and service quality [track success of] Scheduling patient's appointments (HOW)

(WHY)Innovate with new products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve order management methods and tools [track success of] Scheduling patient's appointments (HOW)

of 184


(WHY)Increase use of differential pricing mechanisms [track success of] Scheduling patient's appointments (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Scheduling patient's appointments (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Scheduling patient's appointments (HOW)

[Business Process/Activity] = Updating/Canceling patient's appointments (WHO)Healthcare Service Providers [perform] Updating/Canceling patient's appointments (HOW)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Current Health (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Communication Methods (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Care Time (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health History (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern] Updating/Canceling patient's appointments (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Updating/Canceling patient's appointments (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Updating/Canceling patient's

appointments (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Care Pathways Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

of 184


(WHAT)Care Professionals Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Clinical Data Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Updating/Canceling patient's

appointments (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Updating/Canceling patient's appointments

(HOW)

(WHAT)Medications Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Personal Consents Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Control advertising channels/media cost [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve Patient Loyalty [track success of] Updating/Canceling patient's appointments (HOW)

of 184


(WHY)Improve Patient Service [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve understanding of current patient [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve understanding of patient needs [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve effectiveness of service processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve account management methods and tools [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve Patient market intelligence [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve channel management processes and tools [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve competitive research [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Establish patient communities [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Increase promotional and marketing activities [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Lower prices to gain market share [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Expand services and advertising channels [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Updating/Canceling patient's appointments (HOW)

of 184


(WHY)Increase focus on most effective services advertisement channels [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Strengthen patient base [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve utilization of product/service development channels [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Updating/Canceling patient's

appointments (HOW)

of 184


(WHY)Apply Brand to new and unbranded product/service [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve patient service and support processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve quality of products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Broaden product/service offerings [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Develop more attractive product and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Updating/Canceling

patient's appointments (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product and service quality [track success of] Updating/Canceling patient's appointments (HOW)

of 184


(WHY)Innovate with new products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve order management methods and tools [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Updating/Canceling patient's appointments (HOW)

[Business Process/Activity] = Admitting patient (WHO)Healthcare Service Providers [perform] Admitting patient (HOW)

(HOW)Admitting patient [properly manage] Patient's Current Health (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Admitting patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Admitting patient [properly manage] Patient's Care Time (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health History (WHAT)

(HOW)Admitting patient [properly manage] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern] Admitting patient (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Admitting patient (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Admitting patient (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Admitting patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Admitting patient (HOW)

of 184


(WHAT)Care Pathways Capability [are implemented through] Admitting patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Admitting patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Admitting patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Admitting patient (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Admitting patient (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Admitting patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Admitting patient (HOW)

(WHAT)Medications Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Admitting patient (HOW)

(WHAT)Personal Consents Capability [are implemented through] Admitting patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Admitting patient (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Admitting patient (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Admitting patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Admitting patient (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Admitting patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Admitting patient (HOW)

(WHY)Control advertising channels/media cost [track success of] Admitting patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Admitting patient (HOW)

(WHY)Improve Patient Loyalty [track success of] Admitting patient (HOW)

(WHY)Improve Patient Service [track success of] Admitting patient (HOW)

(WHY)Improve understanding of current patient [track success of] Admitting patient (HOW)

of 184


(WHY)Improve understanding of patient needs [track success of] Admitting patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Admitting patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Admitting patient (HOW)

(WHY)Improve account management methods and tools [track success of] Admitting patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Admitting patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Admitting patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Admitting patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Admitting patient (HOW)

(WHY)Improve competitive research [track success of] Admitting patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Admitting patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Admitting patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Admitting patient (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Admitting patient (HOW)

(WHY)Establish patient communities [track success of] Admitting patient (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Admitting patient (HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Admitting patient (HOW)

(WHY)Increase promotional and marketing activities [track success of] Admitting patient (HOW)

(WHY)Lower prices to gain market share [track success of] Admitting patient (HOW)

(WHY)Expand services and advertising channels [track success of] Admitting patient (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Admitting patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Admitting patient (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Admitting patient (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Admitting patient (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Admitting patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Admitting patient (HOW)

of 184


(WHY)Improve tailoring of offerings to patient needs [track success of] Admitting patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Admitting patient (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Admitting patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Admitting patient (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Admitting patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Admitting patient (HOW)

(WHY)Strengthen patient base [track success of] Admitting patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Admitting patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Admitting patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Admitting patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Admitting patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Admitting patient (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Admitting patient (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Admitting patient (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Admitting patient (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Admitting patient (HOW)

(WHY)Improve patient service and support processes [track success of] Admitting patient (HOW)

(WHY)Improve quality of products and services [track success of] Admitting patient (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Admitting patient (HOW)

(WHY)Broaden product/service offerings [track success of] Admitting patient (HOW)

(WHY)Develop more attractive product and services [track success of] Admitting patient (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Admitting patient

(HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Admitting patient (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Admitting patient (HOW)

of 184


(WHY)Faster go-to-market with new products and services [track success of] Admitting patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Admitting patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Admitting patient (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Admitting patient (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Admitting patient (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Admitting patient (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Admitting patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Admitting patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Admitting patient (HOW)

(WHY)Improve product and service quality [track success of] Admitting patient (HOW)

(WHY)Innovate with new products and services [track success of] Admitting patient (HOW)

(WHY)Improve order management methods and tools [track success of] Admitting patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Admitting patient (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Admitting patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Admitting patient (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Admitting patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Admitting patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Admitting patient (HOW)

[Business Process/Activity] = Discharging patient (WHO)Healthcare Service Providers [perform] Discharging patient (HOW)

(HOW)Discharging patient [properly manage] Patient's Current Health (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health Insurance Plan (WHAT)

of 184


(HOW)Discharging patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Discharging patient [properly manage] Patient's Care Time (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health History (WHAT)

(HOW)Discharging patient [properly manage] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern] Discharging patient (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Discharging patient (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Discharging patient (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Discharging patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Discharging patient (HOW)

(WHAT)Care Pathways Capability [are implemented through] Discharging patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Discharging patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Discharging patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Discharging patient (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Discharging patient (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Discharging patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Discharging patient (HOW)

(WHAT)Medications Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Discharging patient (HOW)

(WHAT)Personal Consents Capability [are implemented through] Discharging patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Discharging patient (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Discharging patient (HOW)

of 184


(WHAT)Care Professional Groups and Teams Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Discharging patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Discharging patient (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Discharging patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Discharging patient (HOW)

(WHY)Control advertising channels/media cost [track success of] Discharging patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Discharging patient (HOW)

(WHY)Improve Patient Loyalty [track success of] Discharging patient (HOW)

(WHY)Improve Patient Service [track success of] Discharging patient (HOW)

(WHY)Improve understanding of current patient [track success of] Discharging patient (HOW)

(WHY)Improve understanding of patient needs [track success of] Discharging patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Discharging patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Discharging patient (HOW)

(WHY)Improve account management methods and tools [track success of] Discharging patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Discharging patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Discharging patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Discharging patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Discharging patient (HOW)

(WHY)Improve competitive research [track success of] Discharging patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Discharging patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Discharging patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Discharging patient (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Discharging patient (HOW)

(WHY)Establish patient communities [track success of] Discharging patient (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Discharging patient (HOW)

of 184


(WHY)Increase revenue with Patient market segments previously not served [track success of] Discharging patient (HOW)

(WHY)Increase promotional and marketing activities [track success of] Discharging patient (HOW)

(WHY)Lower prices to gain market share [track success of] Discharging patient (HOW)

(WHY)Expand services and advertising channels [track success of] Discharging patient (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Discharging patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Discharging patient (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Discharging patient (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Discharging patient (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Discharging patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Discharging patient (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Discharging patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Discharging patient (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Discharging patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Discharging patient (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Discharging patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Discharging patient (HOW)

(WHY)Strengthen patient base [track success of] Discharging patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Discharging patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Discharging patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Discharging patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Discharging patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Discharging patient (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Discharging patient (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Discharging patient (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Discharging patient (HOW)

of 184


(WHY)Improve definition of product/service and service specification [track success of] Discharging patient (HOW)

(WHY)Improve patient service and support processes [track success of] Discharging patient (HOW)

(WHY)Improve quality of products and services [track success of] Discharging patient (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Discharging patient (HOW)

(WHY)Broaden product/service offerings [track success of] Discharging patient (HOW)

(WHY)Develop more attractive product and services [track success of] Discharging patient (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Discharging patient

(HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Discharging patient (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Discharging patient (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Discharging patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Discharging patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Discharging patient (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Discharging patient (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Discharging patient (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Discharging patient (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Discharging patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Discharging patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Discharging patient (HOW)

(WHY)Improve product and service quality [track success of] Discharging patient (HOW)

(WHY)Innovate with new products and services [track success of] Discharging patient (HOW)

(WHY)Improve order management methods and tools [track success of] Discharging patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Discharging patient (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Discharging patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Discharging patient (HOW)

of 184


(WHY)Improve structuring and pricing of promotions [track success of] Discharging patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Discharging patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Discharging patient (HOW)

[Business Process/Activity] = Providing episodes of care to patient (WHO)Healthcare Service Providers [perform] Providing episodes of care to patient (HOW)

(HOW)Providing episodes of care to patient [properly manage] Patient's Current Health (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Care Time (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health History (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern] Providing episodes of care to patient (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Providing episodes of care to patient (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Providing episodes of care to patient

(HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Pathways Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Providing episodes of care to patient (HOW)

of 184


(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Providing episodes of care to patient

(HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Medications Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Personal Consents Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Providing episodes of care to patient (HOW)

(WHY)Control advertising channels/media cost [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve Patient Loyalty [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve Patient Service [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve understanding of current patient [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve understanding of patient needs [track success of] Providing episodes of care to patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Improve account management methods and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve competitive research [track success of] Providing episodes of care to patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Providing episodes of care to patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Providing episodes of care to patient (HOW)

(WHY)Establish patient communities [track success of] Providing episodes of care to patient (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Providing episodes of care to patient

(HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Providing episodes of care to patient

(HOW)

(WHY)Increase promotional and marketing activities [track success of] Providing episodes of care to patient (HOW)

(WHY)Lower prices to gain market share [track success of] Providing episodes of care to patient (HOW)

(WHY)Expand services and advertising channels [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Providing episodes of care to patient (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Providing episodes of care to patient

(HOW)

(WHY)Tailor services approaches to patient segments [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Improve tailoring of offerings to patient needs [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Providing episodes of care to patient (HOW)

(WHY)Strengthen patient base [track success of] Providing episodes of care to patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Providing episodes of care to patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Providing episodes of care to patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Providing episodes of care to patient

(HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve patient service and support processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve quality of products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Providing episodes of care to patient (HOW)

(WHY)Broaden product/service offerings [track success of] Providing episodes of care to patient (HOW)

(WHY)Develop more attractive product and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Providing episodes

of care to patient (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Improve product/service introduction/launch processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Providing episodes of care to

patient (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Providing episodes of care to

patient (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product and service quality [track success of] Providing episodes of care to patient (HOW)

(WHY)Innovate with new products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve order management methods and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Providing episodes of care to patient (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Providing episodes of care to patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Providing episodes of care to patient (HOW)

[Business Process/Activity] = Referring providers to patient (WHO)Healthcare Service Providers [perform] Referring providers to patient (HOW)

of 184


(HOW)Referring providers to patient [properly manage] Patient's Current Health (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Care Time (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health History (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern] Referring providers to patient (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Referring providers to patient (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Referring providers to patient (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Pathways Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Medications Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Referring providers to patient (HOW)

of 184


(WHAT)Personal Consents Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Referring providers to patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Referring providers to patient (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Referring providers to patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Referring providers to patient (HOW)

(WHY)Control advertising channels/media cost [track success of] Referring providers to patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Referring providers to patient (HOW)

(WHY)Improve Patient Loyalty [track success of] Referring providers to patient (HOW)

(WHY)Improve Patient Service [track success of] Referring providers to patient (HOW)

(WHY)Improve understanding of current patient [track success of] Referring providers to patient (HOW)

(WHY)Improve understanding of patient needs [track success of] Referring providers to patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Referring providers to patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Referring providers to patient (HOW)

(WHY)Improve account management methods and tools [track success of] Referring providers to patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Referring providers to patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Referring providers to patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Referring providers to patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Referring providers to patient (HOW)

(WHY)Improve competitive research [track success of] Referring providers to patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Referring providers to patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Referring providers to patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Referring providers to patient (HOW)

of 184


(WHY)Differentiate treatment of patients/segments [track success of] Referring providers to patient (HOW)

(WHY)Establish patient communities [track success of] Referring providers to patient (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Referring providers to patient (HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Referring providers to patient (HOW)

(WHY)Increase promotional and marketing activities [track success of] Referring providers to patient (HOW)

(WHY)Lower prices to gain market share [track success of] Referring providers to patient (HOW)

(WHY)Expand services and advertising channels [track success of] Referring providers to patient (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Referring providers to patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Referring providers to patient (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Referring providers to patient (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Referring providers to patient (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Referring providers to patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Referring providers to patient (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Referring providers to patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Referring providers to patient (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Referring providers to patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Referring providers to patient (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Referring providers to patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Referring providers to patient (HOW)

(WHY)Strengthen patient base [track success of] Referring providers to patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Referring providers to patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Referring providers to patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Referring providers to patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Referring providers to patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Referring providers to patient (HOW)

of 184


(WHY)Improve utilization of product/service development channels [track success of] Referring providers to patient (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Referring providers to patient (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Referring providers to patient (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Referring providers to patient (HOW)

(WHY)Improve patient service and support processes [track success of] Referring providers to patient (HOW)

(WHY)Improve quality of products and services [track success of] Referring providers to patient (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Referring providers to patient (HOW)

(WHY)Broaden product/service offerings [track success of] Referring providers to patient (HOW)

(WHY)Develop more attractive product and services [track success of] Referring providers to patient (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Referring providers

to patient (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Referring providers to patient (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Referring providers to patient (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Referring providers to patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Referring providers to patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Referring providers to patient (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Referring providers to patient

(HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Referring providers to patient (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Referring providers to patient

(HOW)

(WHY)Improve product/service quality and price with partners [track success of] Referring providers to patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Referring providers to patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Referring providers to patient (HOW)

(WHY)Improve product and service quality [track success of] Referring providers to patient (HOW)

of 184


(WHY)Innovate with new products and services [track success of] Referring providers to patient (HOW)

(WHY)Improve order management methods and tools [track success of] Referring providers to patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Referring providers to patient (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Referring providers to patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Referring providers to patient (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Referring providers to patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Referring providers to patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Referring providers to patient (HOW)

[Business Process/Activity] = Updating patient's care providers (WHO)Healthcare Service Providers [perform] Updating patient's care providers (HOW)

(HOW)Updating patient's care providers [properly manage] Patient's Current Health (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Communication Methods (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Care Time (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health History (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern] Updating patient's care providers (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Updating patient's care providers (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Updating patient's care providers (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Updating patient's care providers (HOW)

of 184


(WHAT)Care Pathways Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Care Professionals Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Clinical Data Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Medications Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Personal Consents Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Updating patient's care providers (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Updating patient's care providers (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Updating patient's care providers (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Updating patient's care providers (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Updating patient's care providers (HOW)

(WHY)Control advertising channels/media cost [track success of] Updating patient's care providers (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Updating patient's care providers (HOW)

(WHY)Improve Patient Loyalty [track success of] Updating patient's care providers (HOW)

(WHY)Improve Patient Service [track success of] Updating patient's care providers (HOW)

(WHY)Improve understanding of current patient [track success of] Updating patient's care providers (HOW)

of 184


(WHY)Improve understanding of patient needs [track success of] Updating patient's care providers (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Updating patient's care providers (HOW)

(WHY)Improve effectiveness of service processes [track success of] Updating patient's care providers (HOW)

(WHY)Improve account management methods and tools [track success of] Updating patient's care providers (HOW)

(WHY)Improve Patient market intelligence [track success of] Updating patient's care providers (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Updating patient's care providers (HOW)

(WHY)Improve channel management processes and tools [track success of] Updating patient's care providers (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Updating patient's care providers (HOW)

(WHY)Improve competitive research [track success of] Updating patient's care providers (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Updating patient's care providers (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Updating patient's care providers (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Updating patient's care providers (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Updating patient's care providers (HOW)

(WHY)Establish patient communities [track success of] Updating patient's care providers (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Updating patient's care providers (HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Updating patient's care providers (HOW)

(WHY)Increase promotional and marketing activities [track success of] Updating patient's care providers (HOW)

(WHY)Lower prices to gain market share [track success of] Updating patient's care providers (HOW)

(WHY)Expand services and advertising channels [track success of] Updating patient's care providers (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Updating patient's care providers (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Updating patient's care providers (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Updating patient's care providers (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Updating patient's care providers

(HOW)

(WHY)Tailor services approaches to patient segments [track success of] Updating patient's care providers (HOW)

of 184


(WHY)Improve focus on price-insensitive patient segments [track success of] Updating patient's care providers (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Updating patient's care providers (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Updating patient's care providers (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Updating patient's care providers (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Updating patient's care providers (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Updating patient's care providers (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Updating patient's care providers (HOW)

(WHY)Strengthen patient base [track success of] Updating patient's care providers (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Updating patient's care providers (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Updating patient's care providers (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Updating patient's care providers (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Updating patient's care providers (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Updating patient's care providers (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Updating patient's care providers (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Updating patient's care providers (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Updating patient's care providers (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Updating patient's care providers (HOW)

(WHY)Improve patient service and support processes [track success of] Updating patient's care providers (HOW)

(WHY)Improve quality of products and services [track success of] Updating patient's care providers (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Updating patient's care providers (HOW)

(WHY)Broaden product/service offerings [track success of] Updating patient's care providers (HOW)

(WHY)Develop more attractive product and services [track success of] Updating patient's care providers (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Updating patient's

care providers (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Updating patient's care providers (HOW)

of 184


(WHY)Improve product/service introduction/launch processes [track success of] Updating patient's care providers (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Updating patient's care providers (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Updating patient's care providers (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Updating patient's care providers (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Updating patient's care

providers (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Updating patient's care providers (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Updating patient's care

providers (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Updating patient's care providers (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Updating patient's care providers (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Updating patient's care providers (HOW)

(WHY)Improve product and service quality [track success of] Updating patient's care providers (HOW)

(WHY)Innovate with new products and services [track success of] Updating patient's care providers (HOW)

(WHY)Improve order management methods and tools [track success of] Updating patient's care providers (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Updating patient's care providers (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Updating patient's care providers (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Updating patient's care providers (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Updating patient's care providers (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Updating patient's care providers (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Updating patient's care providers (HOW)

[Business Unit] = Healthcare Service Providers (WHO)Healthcare Service Providers [consume] Appointments management services (WHAT)

of 184


(WHO)Healthcare Service Providers [provide] Appointments management services (WHAT)

(WHO)Healthcare Service Providers [consume] Admission management services (WHAT)

(WHO)Healthcare Service Providers [provide] Admission management services (WHAT)

(WHO)Healthcare Service Providers [consume] Discharges management services (WHAT)

(WHO)Healthcare Service Providers [provide] Discharges management services (WHAT)

(WHO)Healthcare Service Providers [consume] Patient Journey management services (WHAT)

(WHO)Healthcare Service Providers [provide] Patient Journey management services (WHAT)

(WHO)Healthcare Service Providers [consume] Patient Care Providers management services (WHAT)

(WHO)Healthcare Service Providers [provide] Patient Care Providers management services (WHAT)

(WHO)Healthcare Service Providers [consume] Patient Prescriptions management services (WHAT)

(WHO)Healthcare Service Providers [provide] Patient Prescriptions management services (WHAT)

(WHO)Healthcare Service Providers [perform] Scheduling patient's appointments (HOW)

(WHO)Healthcare Service Providers [perform] Updating/Canceling patient's appointments (HOW)

(WHO)Healthcare Service Providers [perform] Admitting patient (HOW)

(WHO)Healthcare Service Providers [perform] Discharging patient (HOW)

(WHO)Healthcare Service Providers [perform] Providing episodes of care to patient (HOW)

(WHO)Healthcare Service Providers [perform] Referring providers to patient (HOW)

(WHO)Healthcare Service Providers [perform] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Patient's Current Health (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health methods of payment (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health Insurance Plan (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Communication Methods (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Care Time (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health Knowledge (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health History (WHAT)

of 184


(WHO)Healthcare Service Providers [are responsible for] Patient's Emergency Contacts (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Health Assessments and Care Plans Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Care Facilities and Schedules Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Care Pathways Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Care Professionals Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Clinical Data Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Prices and costs of Health Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Current Clients, Patients and Care Relationships Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Health and Care Classifications Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Investigations, Orders, Tests and Results Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Medications Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Journey Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Groups Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Administration Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Care Records Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Personal Consents Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Personal Health and Care Status Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Persons and Identities Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Care Professional Groups and Teams Capability (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient Waiting Lists Capability (WHAT)

[Asset] = Patient's Current Health (HOW)Scheduling patient's appointments [properly manage] Patient's Current Health (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Current Health (WHAT)

of 184


(HOW)Admitting patient [properly manage] Patient's Current Health (WHAT)

(HOW)Discharging patient [properly manage] Patient's Current Health (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Current Health (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Current Health (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Current Health (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Current Health (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Current Health (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Current Health (WHAT)

[Asset] = Patient's Health methods of payment (HOW)Scheduling patient's appointments [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health methods of payment (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health methods of payment (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health methods of payment (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health methods of payment (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health methods of payment (WHAT)

[Asset] = Patient's Health Insurance Plan (HOW)Scheduling patient's appointments [properly manage] Patient's Health Insurance Plan (WHAT)

of 184


(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health Insurance Plan (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health Insurance Plan (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health Insurance Plan (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health Insurance Plan (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health Insurance Plan (WHAT)

[Asset] = Patient's Communication Devices (HOW)Scheduling patient's appointments [properly manage] Patient's Communication Methods (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Communication Methods (WHAT)

(HOW)Admitting patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Discharging patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Communication Methods (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Communication Methods (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Communication Methods (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Communication Methods (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Communication Methods (WHAT)

of 184


[Asset] = Patient's Care Time (HOW)Scheduling patient's appointments [properly manage] Patient's Care Time (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Care Time (WHAT)

(HOW)Admitting patient [properly manage] Patient's Care Time (WHAT)

(HOW)Discharging patient [properly manage] Patient's Care Time (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Care Time (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Care Time (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Care Time (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Care Time (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Care Time (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Care Time (WHAT)

[Asset] = Patient's Health Knowledge (HOW)Scheduling patient's appointments [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health Knowledge (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health Knowledge (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health Knowledge (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health Knowledge (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health Knowledge (WHAT)

of 184


[Asset] = Patient's Health History (HOW)Scheduling patient's appointments [properly manage] Patient's Health History (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Health History (WHAT)

(HOW)Admitting patient [properly manage] Patient's Health History (WHAT)

(HOW)Discharging patient [properly manage] Patient's Health History (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Health History (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Health History (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Health History (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Health History (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health History (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health History (WHAT)

[Asset] = Patient's Emergency Contacts (HOW)Scheduling patient's appointments [properly manage] Patient's Emergency Contacts (WHAT)

(HOW)Updating/Canceling patient's appointments [properly manage] Patient's Emergency Contacts (WHAT)

(HOW)Admitting patient [properly manage] Patient's Emergency Contacts (WHAT)

(HOW)Discharging patient [properly manage] Patient's Emergency Contacts (WHAT)

(HOW)Providing episodes of care to patient [properly manage] Patient's Emergency Contacts (WHAT)

(HOW)Referring providers to patient [properly manage] Patient's Emergency Contacts (WHAT)

(HOW)Updating patient's care providers [properly manage] Patient's Emergency Contacts (WHAT)

(WHO)Healthcare Service Providers [are responsible for] Patient's Emergency Contacts (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Emergency Contacts (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Emergency Contacts (WHAT)

of 184


[Directive] = The Affordable Care Act (WHY)The Affordable Care Act [govern] Scheduling patient's appointments (HOW)

(WHY)The Affordable Care Act [govern] Updating/Canceling patient's appointments (HOW)

(WHY)The Affordable Care Act [govern] Admitting patient (HOW)

(WHY)The Affordable Care Act [govern] Discharging patient (HOW)

(WHY)The Affordable Care Act [govern] Providing episodes of care to patient (HOW)

(WHY)The Affordable Care Act [govern] Referring providers to patient (HOW)

(WHY)The Affordable Care Act [govern] Updating patient's care providers (HOW)

(WHY)The Affordable Care Act [govern use of] Patient's Current Health (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health methods of payment (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health Insurance Plan (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Communication Methods (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Care Time (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health Knowledge (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Health History (WHAT)

(WHY)The Affordable Care Act [govern use of] Patient's Emergency Contacts (WHAT)

[Directive] = Healthcare providers must be compliant with HIPPA/HITECH (WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Scheduling patient's appointments (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Updating/Canceling patient's appointments (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Admitting patient (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Discharging patient (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Providing episodes of care to patient (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Referring providers to patient (HOW)

of 184


(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern] Updating patient's care providers (HOW)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Current Health (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health methods of payment (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health Insurance Plan (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Communication Methods (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Care Time (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health Knowledge (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Health History (WHAT)

(WHY)Healthcare providers must be compliant with HIPPA/HITECH [govern use of] Patient's Emergency Contacts (WHAT)

[Success Metric/Measure] = Patient's return rate to Care facility per episode of care is below 20% (WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Scheduling patient's appointments (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Admitting patient (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Discharging patient (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Providing episodes of care to patient

(HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Referring providers to patient (HOW)

(WHY)Patient's return rate to Care facility per episode of care is below 20% [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Patient's return rate to Care facility

per episode of care is below 20% (WHY)

of 184


[Key Performance Indicator] = Average Patient's out_of_pocket care cost per age group per health condition

per year (HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Patient's return rate to Care facility

per episode of care is below 20% (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Bypass current channels, service

directly to patient (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve focus on higher value

advertising channel/media (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve focus on segments with

lower average cost-to-serve (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Control advertising channels/media

cost (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve conversion rate of services

per marketing campaigns (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Patient Loyalty (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Patient Service (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve understanding of current

patient (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve understanding of patient

needs (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Develop strong patient

relationships and communities (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve effectiveness of service

processes (WHY)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve account management

methods and tools (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Patient market intelligence

(WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve campaign design and

management processes and tools (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve channel management

processes and tools (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve responsiveness to patient

complaints/feedback (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve competitive research

(WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Better match trends and health

servicing patterns (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve actuality of patient needs

analysis (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Faster and smarter decision making

tools and processes (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Differentiate treatment of

patients/segments (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Establish patient communities

(WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Reduce business risk by aligning

with changing Patient market needs (WHY)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase revenue with Patient

market segments previously not served (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase promotional and

marketing activities (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Lower prices to gain market share

(WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Expand services and advertising

channels (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve cross-service and up-

service campaigns (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase focus on most effective

services advertisement channels (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase services by guaranteeing

24/7/365 100% availability (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Diagnose conversion rate of

services by advertising channels/campaigns (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Tailor services approaches to

patient segments (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve focus on price-insensitive


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve tailoring of offerings to

patient needs (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve patient brand/product

association and experience (WHY)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve identification of cross-

service up-service opportunities (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve identification of valuable

patient relationships (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve influence in patient

decision cycle (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product linkage based on

patient intelligence (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Strengthen patient base (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Consolidate billing operations,

services and processes (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Standardize Patient Services

Offerings (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Design product/services to use cost

effective materials (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve execution of market and

supply driven promotions (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] License or acquire

products/services and intellectual property (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve utilization of

product/service development channels (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase number and quality of

product/service and service launches (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Apply Brand to new and unbranded

product/service (WHY)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve definition of

product/service and service specification (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve patient service and

support processes (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve quality of products and

services (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve settings for innovation to

flourish (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Broaden product/service offerings

(WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Develop more attractive product

and services (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase emphasis on design for

configurability and customization of Services and Products (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Product/service

conception initiation processes (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product/service

introduction/launch processes (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Faster go-to-market with new

products and services (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product/service co-

development with alliance partners (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase emphasis on

differentiated products and services (WHY)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Seek join venture partners that

complete the existing product/service portfolio (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Tailor product and services to new

patient market segments (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve cost with complementary

partners in services, marketing and distribution (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product/service quality

and price with partners (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase revenue with new

product/service differentiation (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase services/marketing

coverage with partners (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product and service

quality (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Innovate with new products and

services (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve order management


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase use of differential pricing

mechanisms (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Align Product/Service and prices

with value to patient (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Coordinate pricing of

complementary products/services (WHY)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve structuring and pricing of

promotions (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve understanding of

product/service value to patients (WHY)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase focus on pricing

effectiveness/price optimization (WHY)

[Business Capability] = Health Assessments and Care Plans Capability (WHAT)Health Assessments and Care Plans Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Admitting patient (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Discharging patient (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Health Assessments and Care Plans Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Health Assessments and Care Plans Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Health Assessments and Care Plans Capability

(WHAT)

(HOW)Cost Efficiency [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Health Assessments and Care Plans Capability (WHAT)

of 184


(HOW)Risk Management Performance [evaluate] Health Assessments and Care Plans Capability (WHAT)

[Business Capability] = Care Facilities and Schedules Capability (WHAT)Care Facilities and Schedules Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Admitting patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Discharging patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Facilities and Schedules Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Care Facilities and Schedules Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Facilities and Schedules Capability (WHAT)

[Business Capability] = Care Pathways Capability (WHAT)Care Pathways Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Care Pathways Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

of 184


(WHAT)Care Pathways Capability [are implemented through] Admitting patient (HOW)

(WHAT)Care Pathways Capability [are implemented through] Discharging patient (HOW)

(WHAT)Care Pathways Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Pathways Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Pathways Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Care Pathways Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Care Pathways Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Pathways Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Care Pathways Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Pathways Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Care Pathways Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Pathways Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Pathways Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Pathways Capability (WHAT)

[Business Capability] = Care Professionals Capability (WHAT)Care Professionals Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Care Professionals Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Care Professionals Capability [are implemented through] Admitting patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Discharging patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Professionals Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Care Professionals Capability (WHAT)

of 184


(HOW)Connected and Interoperable [evaluate] Care Professionals Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Professionals Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Care Professionals Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Professionals Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Care Professionals Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Professionals Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Professionals Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Professionals Capability (WHAT)

[Business Capability] = Clinical Data Capability (WHAT)Clinical Data Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Clinical Data Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Clinical Data Capability [are implemented through] Admitting patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Discharging patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Clinical Data Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Clinical Data Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Clinical Data Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Clinical Data Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Clinical Data Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Clinical Data Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Clinical Data Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Clinical Data Capability (WHAT)

of 184


(HOW)Operational Excellence Performance [evaluate] Clinical Data Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Clinical Data Capability (WHAT)

[Business Capability] = Prices and costs of Health Capability (WHAT)Prices and costs of Health Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Admitting patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Discharging patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Prices and costs of Health Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Prices and costs of Health Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Prices and costs of Health Capability (WHAT)

[Business Capability] = Current Clients, Patients and Care Relationships Capability (WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Scheduling patient's appointments (HOW)

of 184


(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Updating/Canceling patient's

appointments (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Admitting patient (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Discharging patient (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Providing episodes of care to patient

(HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Current Clients, Patients and Care Relationships Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Current Clients, Patients and Care Relationships Capability

(WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Current Clients, Patients and Care Relationships

Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

[Business Capability] = Health and Care Classifications Capability (WHAT)Health and Care Classifications Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Admitting patient (HOW)

of 184


(WHAT)Health and Care Classifications Capability [are implemented through] Discharging patient (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Health and Care Classifications Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Health and Care Classifications Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Health and Care Classifications Capability (WHAT)

[Business Capability] = Investigations, Orders, Tests and Results Capability (WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Updating/Canceling patient's appointments

(HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Admitting patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Discharging patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Investigations, Orders, Tests and Results Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Investigations, Orders, Tests and Results Capability (WHAT)

of 184


(HOW)Connected and Interoperable [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Investigations, Orders, Tests and Results Capability

(WHAT)

(HOW)Cost Efficiency [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

[Business Capability] = Medications Capability (WHAT)Medications Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Medications Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Medications Capability [are implemented through] Admitting patient (HOW)

(WHAT)Medications Capability [are implemented through] Discharging patient (HOW)

(WHAT)Medications Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Medications Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Medications Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Medications Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Medications Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Medications Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Medications Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Medications Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Medications Capability (WHAT)

of 184


(HOW)Competitiveness Performance [evaluate] Medications Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Medications Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Medications Capability (WHAT)

[Business Capability] = Patient and Client Journey Capability (WHAT)Patient and Client Journey Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Journey Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Journey Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient and Client Journey Capability (WHAT)

of 184


[Business Capability] = Patient and Client Groups Capability (WHAT)Patient and Client Groups Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Groups Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Groups Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient and Client Groups Capability (WHAT)

[Business Capability] = Patient and Client Administration Capability (WHAT)Patient and Client Administration Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Providing episodes of care to patient (HOW)

of 184


(WHAT)Patient and Client Administration Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Administration Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Administration Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient and Client Administration Capability (WHAT)

[Business Capability] = Patient and Client Care Records Capability (WHAT)Patient and Client Care Records Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient and Client Care Records Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Patient and Client Care Records Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Care Records Capability (WHAT)

of 184


(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient and Client Care Records Capability (WHAT)

[Business Capability] = Personal Consents Capability (WHAT)Personal Consents Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Personal Consents Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Personal Consents Capability [are implemented through] Admitting patient (HOW)

(WHAT)Personal Consents Capability [are implemented through] Discharging patient (HOW)

(WHAT)Personal Consents Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Personal Consents Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Personal Consents Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Personal Consents Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Personal Consents Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Personal Consents Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Personal Consents Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Personal Consents Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Personal Consents Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Personal Consents Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Personal Consents Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Personal Consents Capability (WHAT)

of 184


[Business Capability] = Personal Health and Care Status Capability (WHAT)Personal Health and Care Status Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Admitting patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Discharging patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Personal Health and Care Status Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Personal Health and Care Status Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Personal Health and Care Status Capability (WHAT)

[Business Capability] = Persons and Identities Capability (WHAT)Persons and Identities Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Admitting patient (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Discharging patient (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Providing episodes of care to patient (HOW)

of 184


(WHAT)Persons and Identities Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Persons and Identities Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Persons and Identities Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Persons and Identities Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Persons and Identities Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Persons and Identities Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Persons and Identities Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Persons and Identities Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Persons and Identities Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Persons and Identities Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Persons and Identities Capability (WHAT)

[Business Capability] = Care Professional Groups and Teams Capability (WHAT)Care Professional Groups and Teams Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Admitting patient (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Discharging patient (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Care Professional Groups and Teams Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Care Professional Groups and Teams Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Care Professional Groups and Teams Capability (WHAT)

of 184


(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Professional Groups and Teams Capability

(WHAT)

(HOW)Cost Efficiency [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Professional Groups and Teams Capability (WHAT)

[Business Capability] = Patient Waiting Lists Capability (WHAT)Patient Waiting Lists Capability [are implemented through] Scheduling patient's appointments (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Updating/Canceling patient's appointments (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Admitting patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Discharging patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Providing episodes of care to patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Referring providers to patient (HOW)

(WHAT)Patient Waiting Lists Capability [are implemented through] Updating patient's care providers (HOW)

(WHO)Healthcare Service Providers [are responsible for] Patient Waiting Lists Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient Waiting Lists Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient Waiting Lists Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient Waiting Lists Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient Waiting Lists Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient Waiting Lists Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient Waiting Lists Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient Waiting Lists Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient Waiting Lists Capability (WHAT)

of 184


[Assessment Metric] = Connected and Interoperable (HOW)Connected and Interoperable [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Care Pathways Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Care Professionals Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Clinical Data Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Medications Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Personal Consents Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Persons and Identities Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Connected and Interoperable [evaluate] Patient Waiting Lists Capability (WHAT)

of 184


[Assessment Metric] = Productive via Familiar tools to automate the way you work (HOW)Productive via Familiar tools to automate the way you work [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Pathways Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Professionals Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Clinical Data Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Current Clients, Patients and Care Relationships Capability

(WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Medications Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Personal Consents Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Persons and Identities Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Productive via Familiar tools to automate the way you work [evaluate] Patient Waiting Lists Capability (WHAT)

[Assessment Metric] = Dependable by being Proven and Robust (HOW)Dependable by being Proven and Robust [evaluate] Health Assessments and Care Plans Capability (WHAT)

of 184


(HOW)Dependable by being Proven and Robust [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Care Pathways Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Care Professionals Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Clinical Data Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Medications Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Personal Consents Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Persons and Identities Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Dependable by being Proven and Robust [evaluate] Patient Waiting Lists Capability (WHAT)

[Assessment Metric] = Best Economics by driving down the cost of Health and Social Care (HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Health Assessments and Care Plans Capability

(WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Pathways Capability (WHAT)

of 184


(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Professionals Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Clinical Data Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Current Clients, Patients and Care Relationships

Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Investigations, Orders, Tests and Results Capability

(WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Medications Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Personal Consents Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Persons and Identities Capability (WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Care Professional Groups and Teams Capability

(WHAT)

(HOW)Best Economics by driving down the cost of Health and Social Care [evaluate] Patient Waiting Lists Capability (WHAT)

[Assessment Metric] = Cost Efficiency (HOW)Cost Efficiency [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Care Pathways Capability (WHAT)

of 184


(HOW)Cost Efficiency [evaluate] Care Professionals Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Clinical Data Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Medications Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Personal Consents Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Persons and Identities Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Cost Efficiency [evaluate] Patient Waiting Lists Capability (WHAT)

[Assessment Metric] = Competitiveness Performance (HOW)Competitiveness Performance [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Pathways Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Professionals Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Clinical Data Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Prices and costs of Health Capability (WHAT)

of 184


(HOW)Competitiveness Performance [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Medications Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Personal Consents Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Persons and Identities Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Competitiveness Performance [evaluate] Patient Waiting Lists Capability (WHAT)

[Assessment Metric] = Operational Excellence Performance (HOW)Operational Excellence Performance [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Pathways Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Professionals Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Clinical Data Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

of 184


(HOW)Operational Excellence Performance [evaluate] Medications Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Groups Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Personal Consents Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Persons and Identities Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Operational Excellence Performance [evaluate] Patient Waiting Lists Capability (WHAT)

[Assessment Metric] = Risk Management Performance (HOW)Risk Management Performance [evaluate] Health Assessments and Care Plans Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Facilities and Schedules Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Pathways Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Professionals Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Clinical Data Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Prices and costs of Health Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Current Clients, Patients and Care Relationships Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Health and Care Classifications Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Investigations, Orders, Tests and Results Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Medications Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient and Client Journey Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient and Client Groups Capability (WHAT)

of 184


(HOW)Risk Management Performance [evaluate] Patient and Client Administration Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient and Client Care Records Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Personal Consents Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Personal Health and Care Status Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Persons and Identities Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Care Professional Groups and Teams Capability (WHAT)

(HOW)Risk Management Performance [evaluate] Patient Waiting Lists Capability (WHAT)

[Success Metric/Measure] = Bypass current channels, service directly to patient (WHY)Bypass current channels, service directly to patient [track success of] Scheduling patient's appointments (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Admitting patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Discharging patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Providing episodes of care to patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Referring providers to patient (HOW)

(WHY)Bypass current channels, service directly to patient [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Bypass current channels, service

directly to patient (WHY)

[Success Metric/Measure] = Improve focus on higher value advertising channel/media (WHY)Improve focus on higher value advertising channel/media [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Admitting patient (HOW)

of 184


(WHY)Improve focus on higher value advertising channel/media [track success of] Discharging patient (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Referring providers to patient (HOW)

(WHY)Improve focus on higher value advertising channel/media [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve focus on higher value

advertising channel/media (WHY)

[Success Metric/Measure] = Improve focus on segments with lower average cost-to-serve (WHY)Improve focus on segments with lower average cost-to-serve [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Admitting patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Discharging patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Referring providers to patient (HOW)

(WHY)Improve focus on segments with lower average cost-to-serve [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve focus on segments with

lower average cost-to-serve (WHY)

[Success Metric/Measure] = Control advertising channels/media cost (WHY)Control advertising channels/media cost [track success of] Scheduling patient's appointments (HOW)

(WHY)Control advertising channels/media cost [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Control advertising channels/media cost [track success of] Admitting patient (HOW)

(WHY)Control advertising channels/media cost [track success of] Discharging patient (HOW)

of 184


(WHY)Control advertising channels/media cost [track success of] Providing episodes of care to patient (HOW)

(WHY)Control advertising channels/media cost [track success of] Referring providers to patient (HOW)

(WHY)Control advertising channels/media cost [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Control advertising channels/media

cost (WHY)

[Success Metric/Measure] = Improve conversion rate of services per marketing campaigns (WHY)Improve conversion rate of services per marketing campaigns [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Admitting patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Discharging patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Referring providers to patient (HOW)

(WHY)Improve conversion rate of services per marketing campaigns [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve conversion rate of services

per marketing campaigns (WHY)

[Success Metric/Measure] = Improve Patient Loyalty (WHY)Improve Patient Loyalty [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve Patient Loyalty [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve Patient Loyalty [track success of] Admitting patient (HOW)

(WHY)Improve Patient Loyalty [track success of] Discharging patient (HOW)

of 184


(WHY)Improve Patient Loyalty [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve Patient Loyalty [track success of] Referring providers to patient (HOW)

(WHY)Improve Patient Loyalty [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Patient Loyalty (WHY)

[Success Metric/Measure] = Improve Patient Service (WHY)Improve Patient Service [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve Patient Service [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve Patient Service [track success of] Admitting patient (HOW)

(WHY)Improve Patient Service [track success of] Discharging patient (HOW)

(WHY)Improve Patient Service [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve Patient Service [track success of] Referring providers to patient (HOW)

(WHY)Improve Patient Service [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Patient Service (WHY)

[Success Metric/Measure] = Improve understanding of current patient (WHY)Improve understanding of current patient [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve understanding of current patient [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve understanding of current patient [track success of] Admitting patient (HOW)

(WHY)Improve understanding of current patient [track success of] Discharging patient (HOW)

(WHY)Improve understanding of current patient [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve understanding of current patient [track success of] Referring providers to patient (HOW)

(WHY)Improve understanding of current patient [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve understanding of current

patient (WHY)

[Success Metric/Measure] = Improve understanding of patient needs (WHY)Improve understanding of patient needs [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve understanding of patient needs [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve understanding of patient needs [track success of] Admitting patient (HOW)

(WHY)Improve understanding of patient needs [track success of] Discharging patient (HOW)

(WHY)Improve understanding of patient needs [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve understanding of patient needs [track success of] Referring providers to patient (HOW)

(WHY)Improve understanding of patient needs [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve understanding of patient

needs (WHY)

[Success Metric/Measure] = Develop strong patient relationships and communities (WHY)Develop strong patient relationships and communities [track success of] Scheduling patient's appointments (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Admitting patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Discharging patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Providing episodes of care to patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Referring providers to patient (HOW)

(WHY)Develop strong patient relationships and communities [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Develop strong patient

relationships and communities (WHY)

[Success Metric/Measure] = Improve effectiveness of service processes (WHY)Improve effectiveness of service processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve effectiveness of service processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve effectiveness of service processes [track success of] Admitting patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Discharging patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Referring providers to patient (HOW)

(WHY)Improve effectiveness of service processes [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve effectiveness of service

processes (WHY)

[Success Metric/Measure] = Improve account management methods and tools (WHY)Improve account management methods and tools [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve account management methods and tools [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve account management methods and tools [track success of] Admitting patient (HOW)

(WHY)Improve account management methods and tools [track success of] Discharging patient (HOW)

(WHY)Improve account management methods and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve account management methods and tools [track success of] Referring providers to patient (HOW)

(WHY)Improve account management methods and tools [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve account management


[Success Metric/Measure] = Improve Patient market intelligence (WHY)Improve Patient market intelligence [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve Patient market intelligence [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve Patient market intelligence [track success of] Admitting patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Discharging patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Referring providers to patient (HOW)

(WHY)Improve Patient market intelligence [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Patient market intelligence

(WHY)

[Success Metric/Measure] = Improve campaign design and management processes and tools (WHY)Improve campaign design and management processes and tools [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Admitting patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Discharging patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Referring providers to patient (HOW)

(WHY)Improve campaign design and management processes and tools [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve campaign design and

management processes and tools (WHY)

[Success Metric/Measure] = Improve channel management processes and tools (WHY)Improve channel management processes and tools [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve channel management processes and tools [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve channel management processes and tools [track success of] Admitting patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Discharging patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Referring providers to patient (HOW)

(WHY)Improve channel management processes and tools [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve channel management

processes and tools (WHY)

[Success Metric/Measure] = Improve responsiveness to patient complaints/feedback (WHY)Improve responsiveness to patient complaints/feedback [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Admitting patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Discharging patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Referring providers to patient (HOW)

(WHY)Improve responsiveness to patient complaints/feedback [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve responsiveness to patient

complaints/feedback (WHY)

[Success Metric/Measure] = Improve competitive research (WHY)Improve competitive research [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve competitive research [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve competitive research [track success of] Admitting patient (HOW)

(WHY)Improve competitive research [track success of] Discharging patient (HOW)

(WHY)Improve competitive research [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve competitive research [track success of] Referring providers to patient (HOW)

(WHY)Improve competitive research [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve competitive research

(WHY)

[Success Metric/Measure] = Better match trends and health servicing patterns (WHY)Better match trends and health servicing patterns [track success of] Scheduling patient's appointments (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Admitting patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Discharging patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Providing episodes of care to patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Referring providers to patient (HOW)

(WHY)Better match trends and health servicing patterns [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Better match trends and health

servicing patterns (WHY)

[Success Metric/Measure] = Improve actuality of patient needs analysis (WHY)Improve actuality of patient needs analysis [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Admitting patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Discharging patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Referring providers to patient (HOW)

(WHY)Improve actuality of patient needs analysis [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve actuality of patient needs

analysis (WHY)

[Success Metric/Measure] = Faster and smarter decision making tools and processes (WHY)Faster and smarter decision making tools and processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Admitting patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Discharging patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Referring providers to patient (HOW)

(WHY)Faster and smarter decision making tools and processes [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Faster and smarter decision making

tools and processes (WHY)

[Success Metric/Measure] = Differentiate treatment of patients/segments (WHY)Differentiate treatment of patients/segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Admitting patient (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Discharging patient (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Providing episodes of care to patient (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Referring providers to patient (HOW)

(WHY)Differentiate treatment of patients/segments [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Differentiate treatment of

patients/segments (WHY)

[Success Metric/Measure] = Establish patient communities (WHY)Establish patient communities [track success of] Scheduling patient's appointments (HOW)

(WHY)Establish patient communities [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Establish patient communities [track success of] Admitting patient (HOW)

(WHY)Establish patient communities [track success of] Discharging patient (HOW)

(WHY)Establish patient communities [track success of] Providing episodes of care to patient (HOW)

(WHY)Establish patient communities [track success of] Referring providers to patient (HOW)

(WHY)Establish patient communities [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Establish patient communities

(WHY)

[Success Metric/Measure] = Reduce business risk by aligning with changing Patient market needs (WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Scheduling patient's appointments (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Admitting patient (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Discharging patient (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Providing episodes of care to patient

(HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Referring providers to patient (HOW)

(WHY)Reduce business risk by aligning with changing Patient market needs [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Reduce business risk by aligning

with changing Patient market needs (WHY)

[Success Metric/Measure] = Increase revenue with Patient market segments previously not served (WHY)Increase revenue with Patient market segments previously not served [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Admitting patient (HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Discharging patient (HOW)

of 184


(WHY)Increase revenue with Patient market segments previously not served [track success of] Providing episodes of care to patient

(HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Referring providers to patient (HOW)

(WHY)Increase revenue with Patient market segments previously not served [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase revenue with Patient

market segments previously not served (WHY)

[Success Metric/Measure] = Increase promotional and marketing activities (WHY)Increase promotional and marketing activities [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase promotional and marketing activities [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase promotional and marketing activities [track success of] Admitting patient (HOW)

(WHY)Increase promotional and marketing activities [track success of] Discharging patient (HOW)

(WHY)Increase promotional and marketing activities [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase promotional and marketing activities [track success of] Referring providers to patient (HOW)

(WHY)Increase promotional and marketing activities [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase promotional and

marketing activities (WHY)

[Success Metric/Measure] = Lower prices to gain market share (WHY)Lower prices to gain market share [track success of] Scheduling patient's appointments (HOW)

(WHY)Lower prices to gain market share [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Lower prices to gain market share [track success of] Admitting patient (HOW)

(WHY)Lower prices to gain market share [track success of] Discharging patient (HOW)

of 184


(WHY)Lower prices to gain market share [track success of] Providing episodes of care to patient (HOW)

(WHY)Lower prices to gain market share [track success of] Referring providers to patient (HOW)

(WHY)Lower prices to gain market share [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Lower prices to gain market share

(WHY)

[Success Metric/Measure] = Expand services and advertising channels (WHY)Expand services and advertising channels [track success of] Scheduling patient's appointments (HOW)

(WHY)Expand services and advertising channels [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Expand services and advertising channels [track success of] Admitting patient (HOW)

(WHY)Expand services and advertising channels [track success of] Discharging patient (HOW)

(WHY)Expand services and advertising channels [track success of] Providing episodes of care to patient (HOW)

(WHY)Expand services and advertising channels [track success of] Referring providers to patient (HOW)

(WHY)Expand services and advertising channels [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Expand services and advertising

channels (WHY)

[Success Metric/Measure] = Improve cross-service and up-service campaigns (WHY)Improve cross-service and up-service campaigns [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Admitting patient (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Discharging patient (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Improve cross-service and up-service campaigns [track success of] Referring providers to patient (HOW)

(WHY)Improve cross-service and up-service campaigns [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve cross-service and up-

service campaigns (WHY)

[Success Metric/Measure] = Increase focus on most effective services advertisement channels (WHY)Increase focus on most effective services advertisement channels [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Admitting patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Discharging patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Referring providers to patient (HOW)

(WHY)Increase focus on most effective services advertisement channels [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase focus on most effective

services advertisement channels (WHY)

[Success Metric/Measure] = Increase services by guaranteeing 24/7/365 100% availability (WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Admitting patient (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Discharging patient (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Referring providers to patient (HOW)

(WHY)Increase services by guaranteeing 24/7/365 100% availability [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase services by guaranteeing

24/7/365 100% availability (WHY)

[Success Metric/Measure] = Diagnose conversion rate of services by advertising channels/campaigns (WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Scheduling patient's appointments

(HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Admitting patient (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Discharging patient (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Providing episodes of care to patient

(HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Referring providers to patient (HOW)

(WHY)Diagnose conversion rate of services by advertising channels/campaigns [track success of] Updating patient's care providers

(HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Diagnose conversion rate of

services by advertising channels/campaigns (WHY)

[Success Metric/Measure] = Tailor services approaches to patient segments (WHY)Tailor services approaches to patient segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Updating/Canceling patient's appointments (HOW)

of 184


(WHY)Tailor services approaches to patient segments [track success of] Admitting patient (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Discharging patient (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Providing episodes of care to patient (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Referring providers to patient (HOW)

(WHY)Tailor services approaches to patient segments [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Tailor services approaches to


[Success Metric/Measure] = Improve focus on price-insensitive patient segments (WHY)Improve focus on price-insensitive patient segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Admitting patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Discharging patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Referring providers to patient (HOW)

(WHY)Improve focus on price-insensitive patient segments [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve focus on price-insensitive


[Success Metric/Measure] = Improve tailoring of offerings to patient needs (WHY)Improve tailoring of offerings to patient needs [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Admitting patient (HOW)

of 184


(WHY)Improve tailoring of offerings to patient needs [track success of] Discharging patient (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Referring providers to patient (HOW)

(WHY)Improve tailoring of offerings to patient needs [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve tailoring of offerings to

patient needs (WHY)

[Success Metric/Measure] = Improve patient brand/product association and experience (WHY)Improve patient brand/product association and experience [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Admitting patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Discharging patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Referring providers to patient (HOW)

(WHY)Improve patient brand/product association and experience [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve patient brand/product

association and experience (WHY)

[Success Metric/Measure] = Improve identification of cross-service up-service opportunities (WHY)Improve identification of cross-service up-service opportunities [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Admitting patient (HOW)

of 184


(WHY)Improve identification of cross-service up-service opportunities [track success of] Discharging patient (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Referring providers to patient (HOW)

(WHY)Improve identification of cross-service up-service opportunities [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve identification of cross-

service up-service opportunities (WHY)

[Success Metric/Measure] = Improve identification of valuable patient relationships (WHY)Improve identification of valuable patient relationships [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Admitting patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Discharging patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Referring providers to patient (HOW)

(WHY)Improve identification of valuable patient relationships [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve identification of valuable

patient relationships (WHY)

[Success Metric/Measure] = Improve influence in patient decision cycle (WHY)Improve influence in patient decision cycle [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Admitting patient (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Discharging patient (HOW)

of 184


(WHY)Improve influence in patient decision cycle [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Referring providers to patient (HOW)

(WHY)Improve influence in patient decision cycle [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve influence in patient

decision cycle (WHY)

[Success Metric/Measure] = Improve product linkage based on patient intelligence (WHY)Improve product linkage based on patient intelligence [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Admitting patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Discharging patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Referring providers to patient (HOW)

(WHY)Improve product linkage based on patient intelligence [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product linkage based on

patient intelligence (WHY)

[Success Metric/Measure] = Strengthen patient base (WHY)Strengthen patient base [track success of] Scheduling patient's appointments (HOW)

(WHY)Strengthen patient base [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Strengthen patient base [track success of] Admitting patient (HOW)

(WHY)Strengthen patient base [track success of] Discharging patient (HOW)

(WHY)Strengthen patient base [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Strengthen patient base [track success of] Referring providers to patient (HOW)

(WHY)Strengthen patient base [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Strengthen patient base (WHY)

[Success Metric/Measure] = Consolidate billing operations, services and processes (WHY)Consolidate billing operations, services and processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Admitting patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Discharging patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Referring providers to patient (HOW)

(WHY)Consolidate billing operations, services and processes [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Consolidate billing operations,

services and processes (WHY)

[Success Metric/Measure] = Standardize Patient Services Offerings (WHY)Standardize Patient Services Offerings [track success of] Scheduling patient's appointments (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Admitting patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Discharging patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Providing episodes of care to patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Referring providers to patient (HOW)

(WHY)Standardize Patient Services Offerings [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Standardize Patient Services

Offerings (WHY)

[Success Metric/Measure] = Design product/services to use cost effective materials (WHY)Design product/services to use cost effective materials [track success of] Scheduling patient's appointments (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Admitting patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Discharging patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Providing episodes of care to patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Referring providers to patient (HOW)

(WHY)Design product/services to use cost effective materials [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Design product/services to use cost

effective materials (WHY)

[Success Metric/Measure] = Improve execution of market and supply driven promotions (WHY)Improve execution of market and supply driven promotions [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Admitting patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Discharging patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Referring providers to patient (HOW)

(WHY)Improve execution of market and supply driven promotions [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve execution of market and

supply driven promotions (WHY)

[Success Metric/Measure] = License or acquire products/services and intellectual property (WHY)License or acquire products/services and intellectual property [track success of] Scheduling patient's appointments (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Admitting patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Discharging patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Providing episodes of care to patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Referring providers to patient (HOW)

(WHY)License or acquire products/services and intellectual property [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] License or acquire

products/services and intellectual property (WHY)

[Success Metric/Measure] = Improve utilization of product/service development channels (WHY)Improve utilization of product/service development channels [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve utilization of product/service development channels [track success of] Admitting patient (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Discharging patient (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve utilization of product/service development channels [track success of] Referring providers to patient (HOW)

of 184


(WHY)Improve utilization of product/service development channels [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve utilization of

product/service development channels (WHY)

[Success Metric/Measure] = Increase number and quality of product/service and service launches (WHY)Increase number and quality of product/service and service launches [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Admitting patient (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Discharging patient (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Providing episodes of care to patient

(HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Referring providers to patient (HOW)

(WHY)Increase number and quality of product/service and service launches [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase number and quality of

product/service and service launches (WHY)

[Success Metric/Measure] = Apply Brand to new and unbranded product/service (WHY)Apply Brand to new and unbranded product/service [track success of] Scheduling patient's appointments (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Admitting patient (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Discharging patient (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Apply Brand to new and unbranded product/service [track success of] Referring providers to patient (HOW)

(WHY)Apply Brand to new and unbranded product/service [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Apply Brand to new and unbranded

product/service (WHY)

[Success Metric/Measure] = Improve definition of product/service and service specification (WHY)Improve definition of product/service and service specification [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve definition of product/service and service specification [track success of] Admitting patient (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Discharging patient (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Referring providers to patient (HOW)

(WHY)Improve definition of product/service and service specification [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve definition of

product/service and service specification (WHY)

[Success Metric/Measure] = Improve patient service and support processes (WHY)Improve patient service and support processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve patient service and support processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve patient service and support processes [track success of] Admitting patient (HOW)

(WHY)Improve patient service and support processes [track success of] Discharging patient (HOW)

(WHY)Improve patient service and support processes [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Improve patient service and support processes [track success of] Referring providers to patient (HOW)

(WHY)Improve patient service and support processes [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve patient service and

support processes (WHY)

[Success Metric/Measure] = Improve quality of products and services (WHY)Improve quality of products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve quality of products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve quality of products and services [track success of] Admitting patient (HOW)

(WHY)Improve quality of products and services [track success of] Discharging patient (HOW)

(WHY)Improve quality of products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve quality of products and services [track success of] Referring providers to patient (HOW)

(WHY)Improve quality of products and services [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve quality of products and

services (WHY)

[Success Metric/Measure] = Improve settings for innovation to flourish (WHY)Improve settings for innovation to flourish [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Admitting patient (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Discharging patient (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve settings for innovation to flourish [track success of] Referring providers to patient (HOW)

of 184


(WHY)Improve settings for innovation to flourish [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve settings for innovation to

flourish (WHY)

[Success Metric/Measure] = Broaden product/service offerings (WHY)Broaden product/service offerings [track success of] Scheduling patient's appointments (HOW)

(WHY)Broaden product/service offerings [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Broaden product/service offerings [track success of] Admitting patient (HOW)

(WHY)Broaden product/service offerings [track success of] Discharging patient (HOW)

(WHY)Broaden product/service offerings [track success of] Providing episodes of care to patient (HOW)

(WHY)Broaden product/service offerings [track success of] Referring providers to patient (HOW)

(WHY)Broaden product/service offerings [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Broaden product/service offerings

(WHY)

[Success Metric/Measure] = Develop more attractive product and services (WHY)Develop more attractive product and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Develop more attractive product and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Develop more attractive product and services [track success of] Admitting patient (HOW)

(WHY)Develop more attractive product and services [track success of] Discharging patient (HOW)

(WHY)Develop more attractive product and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Develop more attractive product and services [track success of] Referring providers to patient (HOW)

(WHY)Develop more attractive product and services [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Develop more attractive product

and services (WHY)

[Success Metric/Measure] = Increase emphasis on design for configurability and customization of Services

and Products (WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Scheduling patient's

appointments (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Updating/Canceling

patient's appointments (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Admitting patient

(HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Discharging patient

(HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Providing episodes

of care to patient (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Referring providers

to patient (HOW)

(WHY)Increase emphasis on design for configurability and customization of Services and Products [track success of] Updating patient's

care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase emphasis on design for

configurability and customization of Services and Products (WHY)

of 184


[Success Metric/Measure] = Improve Product/service conception initiation processes (WHY)Improve Product/service conception initiation processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Admitting patient (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Discharging patient (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Referring providers to patient (HOW)

(WHY)Improve Product/service conception initiation processes [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve Product/service

conception initiation processes (WHY)

[Success Metric/Measure] = Improve product/service introduction/launch processes (WHY)Improve product/service introduction/launch processes [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Admitting patient (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Discharging patient (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Referring providers to patient (HOW)

(WHY)Improve product/service introduction/launch processes [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product/service

introduction/launch processes (WHY)

of 184


[Success Metric/Measure] = Faster go-to-market with new products and services (WHY)Faster go-to-market with new products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Admitting patient (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Discharging patient (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Referring providers to patient (HOW)

(WHY)Faster go-to-market with new products and services [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Faster go-to-market with new

products and services (WHY)

[Success Metric/Measure] = Improve product/service co-development with alliance partners (WHY)Improve product/service co-development with alliance partners [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Updating/Canceling patient's appointments

(HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Admitting patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Discharging patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Referring providers to patient (HOW)

(WHY)Improve product/service co-development with alliance partners [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product/service co-

development with alliance partners (WHY)

of 184


[Success Metric/Measure] = Increase emphasis on differentiated products and services (WHY)Increase emphasis on differentiated products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Admitting patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Discharging patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Referring providers to patient (HOW)

(WHY)Increase emphasis on differentiated products and services [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase emphasis on

differentiated products and services (WHY)

[Success Metric/Measure] = Seek join venture partners that complete the existing product/service portfolio (WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Scheduling patient's

appointments (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Admitting patient (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Discharging patient (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Providing episodes of care to

patient (HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Referring providers to patient

(HOW)

(WHY)Seek join venture partners that complete the existing product/service portfolio [track success of] Updating patient's care

providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Seek join venture partners that

complete the existing product/service portfolio (WHY)

[Success Metric/Measure] = Tailor product and services to new patient market segments (WHY)Tailor product and services to new patient market segments [track success of] Scheduling patient's appointments (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Admitting patient (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Discharging patient (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Providing episodes of care to patient (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Referring providers to patient (HOW)

(WHY)Tailor product and services to new patient market segments [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Tailor product and services to new

patient market segments (WHY)

[Success Metric/Measure] = Improve cost with complementary partners in services, marketing and

distribution (WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Scheduling patient's

appointments (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Updating/Canceling patient's

appointments (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Admitting patient (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Discharging patient (HOW)

of 184


(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Providing episodes of care to

patient (HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Referring providers to patient

(HOW)

(WHY)Improve cost with complementary partners in services, marketing and distribution [track success of] Updating patient's care

providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve cost with complementary

partners in services, marketing and distribution (WHY)

[Success Metric/Measure] = Improve product/service quality and price with partners (WHY)Improve product/service quality and price with partners [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Admitting patient (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Discharging patient (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Referring providers to patient (HOW)

(WHY)Improve product/service quality and price with partners [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product/service quality

and price with partners (WHY)

[Success Metric/Measure] = Increase revenue with new product/service differentiation (WHY)Increase revenue with new product/service differentiation [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Updating/Canceling patient's appointments (HOW)

of 184


(WHY)Increase revenue with new product/service differentiation [track success of] Admitting patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Discharging patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Referring providers to patient (HOW)

(WHY)Increase revenue with new product/service differentiation [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase revenue with new

product/service differentiation (WHY)

[Success Metric/Measure] = Increase services/marketing coverage with partners (WHY)Increase services/marketing coverage with partners [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Admitting patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Discharging patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Referring providers to patient (HOW)

(WHY)Increase services/marketing coverage with partners [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase services/marketing

coverage with partners (WHY)

[Success Metric/Measure] = Improve product and service quality (WHY)Improve product and service quality [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve product and service quality [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve product and service quality [track success of] Admitting patient (HOW)

of 184


(WHY)Improve product and service quality [track success of] Discharging patient (HOW)

(WHY)Improve product and service quality [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve product and service quality [track success of] Referring providers to patient (HOW)

(WHY)Improve product and service quality [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve product and service

quality (WHY)

[Success Metric/Measure] = Innovate with new products and services (WHY)Innovate with new products and services [track success of] Scheduling patient's appointments (HOW)

(WHY)Innovate with new products and services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Innovate with new products and services [track success of] Admitting patient (HOW)

(WHY)Innovate with new products and services [track success of] Discharging patient (HOW)

(WHY)Innovate with new products and services [track success of] Providing episodes of care to patient (HOW)

(WHY)Innovate with new products and services [track success of] Referring providers to patient (HOW)

(WHY)Innovate with new products and services [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Innovate with new products and

services (WHY)

[Success Metric/Measure] = Improve order management methods and tools (WHY)Improve order management methods and tools [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve order management methods and tools [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve order management methods and tools [track success of] Admitting patient (HOW)

(WHY)Improve order management methods and tools [track success of] Discharging patient (HOW)

of 184


(WHY)Improve order management methods and tools [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve order management methods and tools [track success of] Referring providers to patient (HOW)

(WHY)Improve order management methods and tools [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve order management


[Success Metric/Measure] = Increase use of differential pricing mechanisms (WHY)Increase use of differential pricing mechanisms [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Admitting patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Discharging patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Referring providers to patient (HOW)

(WHY)Increase use of differential pricing mechanisms [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase use of differential pricing

mechanisms (WHY)

[Success Metric/Measure] = Align Product/Service and prices with value to patient (WHY)Align Product/Service and prices with value to patient [track success of] Scheduling patient's appointments (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Admitting patient (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Discharging patient (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Providing episodes of care to patient (HOW)

of 184


(WHY)Align Product/Service and prices with value to patient [track success of] Referring providers to patient (HOW)

(WHY)Align Product/Service and prices with value to patient [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Align Product/Service and prices

with value to patient (WHY)

[Success Metric/Measure] = Coordinate pricing of complementary products/services (WHY)Coordinate pricing of complementary products/services [track success of] Scheduling patient's appointments (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Admitting patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Discharging patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Providing episodes of care to patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Referring providers to patient (HOW)

(WHY)Coordinate pricing of complementary products/services [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Coordinate pricing of

complementary products/services (WHY)

[Success Metric/Measure] = Improve structuring and pricing of promotions (WHY)Improve structuring and pricing of promotions [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Admitting patient (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Discharging patient (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve structuring and pricing of promotions [track success of] Referring providers to patient (HOW)

of 184


(WHY)Improve structuring and pricing of promotions [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve structuring and pricing of

promotions (WHY)

[Success Metric/Measure] = Improve understanding of product/service value to patients (WHY)Improve understanding of product/service value to patients [track success of] Scheduling patient's appointments (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Admitting patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Discharging patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Providing episodes of care to patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Referring providers to patient (HOW)

(WHY)Improve understanding of product/service value to patients [track success of] Updating patient's care providers (HOW)

(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Improve understanding of

product/service value to patients (WHY)

[Success Metric/Measure] = Increase focus on pricing effectiveness/price optimization (WHY)Increase focus on pricing effectiveness/price optimization [track success of] Scheduling patient's appointments (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Updating/Canceling patient's appointments (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Admitting patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Discharging patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Providing episodes of care to patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Referring providers to patient (HOW)

(WHY)Increase focus on pricing effectiveness/price optimization [track success of] Updating patient's care providers (HOW)

of 184


(HOW)Average Patient's out_of_pocket care cost per age group per health condition per year [track] Increase focus on pricing

effectiveness/price optimization (WHY)

patient business model ebmm-triads

Technology