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Sunderland Repository records the research produced by the University of Sunderland including practice-based research and theses.

Development of a new Balanced Evaluation Framework for Service Improvement

Cook, Susy, Weller, Gordon and Graham, Yitka (2017) Development of a new Balanced Evaluation Framework for Service Improvement. Journal of Improvement Science, 44. ISSN 2054-6629

Item Type: Article


The drive to improve services and products and to achieve “improvement” in organisations that deliver them is relentless and permeates all walks-of-life. Since the mid-1990s, both in the United States of America (USA) and in the United Kingdom (UK), there has been increasing interest in service improvement within the healthcare sector. Following its introduction, the iterative components of improvement theory (Deming, 1994) have been adapted for use in healthcare. Early improvement frameworks, for example, European Foundation Quality Management (EFQM, 1999) and Process Redesign (Hammer and Champey, 1993), developed from manufacturing which focused upon mechanistic processes more suited to industrial settings. The adaptation of such frameworks lacked evaluation because they excluded the humanistic aspect of change. This highlights the deficiency of “fit-for-purpose” evaluation frameworks that may not fully recognise the human elements of improvement. This research is an attempt to address these deficiencies through the inclusion of a more human relations oriented core component to the practice of service evaluation.

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Depositing User: Yitka Graham


Item ID: 7120
ISSN: 2054-6629
Official URL:

Users with ORCIDS

ORCID for Yitka Graham: ORCID iD

Catalogue record

Date Deposited: 04 Apr 2017 07:56
Last Modified: 26 May 2021 14:45


Author: Yitka Graham ORCID iD
Author: Susy Cook
Author: Gordon Weller

University Divisions

Faculty of Health Sciences and Wellbeing
Faculty of Health Sciences and Wellbeing > School of Nursing and Health Sciences


Sciences > Health Sciences

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