TY - GEN
T1 - Preliminary model for IoT-related ISO 10000 integrative augmentation
AU - Ortiz, M. B.
AU - Karapetrovic, S.
N1 - Publisher Copyright:
© 2020 Universidade do Minho. All rights reserved.
PY - 2020
Y1 - 2020
N2 - Purpose: To present an initial model for augmenting an ISO 10001 customer satisfaction code system with ISO/IEC 27701, in planning, designing, and implementing a healthcare professional's hand hygiene privacy code (HPHHPC). The HPHHPC addresses the privacy of the data collected through an Internet of Things (IoT)-facilitated hand hygiene monitoring system (HHMS). It also supports the "business relationship management" component of an ISO 20000-1 service management system. Design/methodology/approach: A literature review identified the concerns of healthcare professionals regarding HHMSs with automatic data collection. Elements of an HPHHPC that deals with one of these concerns were developed. The requirements of ISO/IEC 27701: 2019 for privacy information management were mapped to the activities related to the planning, design and implementation of the HPHHPC in order to identify the requirements capable of augmenting it. Findings: An ISO/IEC 27701 privacy subsystem can augment an ISO 10001 code system related to the use of the personally-identifiable information collected through an automated HHMS. Practical implications: The ISO 10001 privacy-related code may be applied to potentially increase the satisfaction of healthcare professionals with an IoT-based service. The results may be useful for healthcare organizations that intend to implement or have implemented IoT technology. Originality/value: To our knowledge, this paper is the first to present an integrated use of ISO/IEC 20000-1:2018, ISO 10001:2018 and ISO/IEC 27701:2019.
AB - Purpose: To present an initial model for augmenting an ISO 10001 customer satisfaction code system with ISO/IEC 27701, in planning, designing, and implementing a healthcare professional's hand hygiene privacy code (HPHHPC). The HPHHPC addresses the privacy of the data collected through an Internet of Things (IoT)-facilitated hand hygiene monitoring system (HHMS). It also supports the "business relationship management" component of an ISO 20000-1 service management system. Design/methodology/approach: A literature review identified the concerns of healthcare professionals regarding HHMSs with automatic data collection. Elements of an HPHHPC that deals with one of these concerns were developed. The requirements of ISO/IEC 27701: 2019 for privacy information management were mapped to the activities related to the planning, design and implementation of the HPHHPC in order to identify the requirements capable of augmenting it. Findings: An ISO/IEC 27701 privacy subsystem can augment an ISO 10001 code system related to the use of the personally-identifiable information collected through an automated HHMS. Practical implications: The ISO 10001 privacy-related code may be applied to potentially increase the satisfaction of healthcare professionals with an IoT-based service. The results may be useful for healthcare organizations that intend to implement or have implemented IoT technology. Originality/value: To our knowledge, this paper is the first to present an integrated use of ISO/IEC 20000-1:2018, ISO 10001:2018 and ISO/IEC 27701:2019.
KW - Customer satisfaction
KW - Healthcare
KW - Integrated management systems
KW - Internet of Things
UR - http://www.scopus.com/inward/record.url?scp=85093817811&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85093817811
T3 - International Conference on Quality Engineering and Management
SP - 715
EP - 730
BT - ICQEM 2020 - 4th International Conference on Quality Engineering and Management, Proceedings
A2 - Sampaio, Paulo
A2 - Domingues, Pedro
A2 - Cubo, Catarina
A2 - Cabecinhas, Monica
A2 - Casadesus, Marti
A2 - Marimon, Frederic
A2 - Pires, Antonio Ramos
A2 - Saraiva, Pedro
PB - Universidade do Minho
T2 - 4th International Conference on Quality Engineering and Management, ICQEM 2020
Y2 - 21 September 2020 through 22 September 2020
ER -