A decision-making framework for evaluating New Service Development performance (Case: healthcare industry)

Developing a framework to evaluation of New Service Development performance, can be used for evaluation the success of NSD programs, and identifying strengths and weaknesses and improvement projects. On the other hand, Multiplicity of criteria and influential people in the process, increase the complexity of the evaluation. For this purpose, The present paper aims to developing a framework to evaluation of NSD performance by ISM and ANP. Extracted criteria finalized by experts and categorized in BSC framework. Because of internal communication among criteria, this model evaluated by interpretive structural modeling (ISM). Next, the analytic network process (ANP) approach was applied to weighting this criteria. Finaly, New Service Development performance of Moheb hospital evaluated by this proposed model. The results indicate that the brand value and attraction of customers, are the important criteria for NSD performance. Moheb hospital score was 54 points out of 100 points. So NSD performance of Moheb hospital is moderate to high.