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Advances in Operations Research
Volume 2017 (2017), Article ID 6367037, 6 pages
Research Article

Redesign of the Attention Process of Patients with Rheumatologic Diseases: Assessing the Performance with Analytic Hierarchy Process

1Departamento de Administración, Facultad de Ciencias Económicas y Administrativas, Pontificia Universidad Javeriana, Bogotá, Colombia
2Instituto de Salud Pública, Pontificia Universidad Javeriana, Bogotá, Colombia

Correspondence should be addressed to Iouri Gorbanev

Received 5 June 2017; Revised 24 August 2017; Accepted 10 September 2017; Published 26 November 2017

Academic Editor: Kwai S. Chin

Copyright © 2017 Iouri Gorbanev et al. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.


Objective. To compare the Business process management and the analytic hierarchy process as the tools of process performance assessment. Instruments and Methods. Case study of the attention process of rheumatology patients. Business process management and analytic hierarchy process were applied to assess the redesign of the attention process. The two methods were compared. The data were obtained through personal observations, an interview with a Colombian health insurer’s senior executive, and retrospective documentary analysis. Results. Both methods assessed the process redesign as an improvement. While Business process management made a qualitative evaluation, the analytic hierarchy process allowed for a quantitative approach. Conclusions. Business process management is helpful in process performance assessment because it offers a conceptual foundation. Analytic hierarchy process is a complement which makes the intuitions based on business process management rigorous.