Combining Digitization with Healthcare Service Processes : Value Co-creation Opportunities Through Standard Work

Abstract

The study explores some implications of digitized healthcare services for value co-creation opportunities and work standardization and introduces DARIO, a value co-creation model of digitized services. The key development is the model’s focus on service processes that emerge through standardized work, providing opportunities for value co-creation. The DARIO model seeks to combine the theory of value co-creation and operations through lean standard work. The digitization of healthcare services is typically discussed from technological, medical science or customer perspectives, but opportunities for professionals to participate or to perform in the value co-creation process are less widely studied. The digitization of healthcare services changes service processes and the professional’s work. As professionals may not automatically adopt new digital services and uncertainty surrounds the related work processes and workloads, managerial support is needed in defining standard work and for training and target setting in implementing digital healthcare services.