Improving consistency and quality of service delivery: implications for the addiction treatment field.
Addiction treatment providers face serious problems in delivering consistent, high-quality services over time. Among those providers with multiple treatment sites, there is also intersite variability. This is a serious problem in the addiction field, likely to be made worse as new technologies are introduced and/or as there is industry consolidation (Corredoira, R., Kimberly, J. (2006) Industry evolution through consolidation: Implications for addiction treatment. Journal of Substance Abuse Treatment 31, 255-265.). Although serious, these problems in managing and monitoring to assure consistent service quality have been faced by many other industries. Here, we review evidence from research in other industries regarding three different forms of management (vertical integration, franchising, and licensing) across a chain of individual service providers. We show how each management form affects the level, consistency, and improvement of service delivery over time. In addition, we discuss how such performance advantages affect customer demand as well as regulatory endorsement of the consolidated firm and its approach.
Knott
Anne Marie
AM
John M. Olin School of Business, Washington University, Campus Box 1133, St. Louis, MO 63130-4899, USA. knott@wustl.edu
Corredoira
Rafael
R
Kimberly
John
J
D003695:Delivery of Health Care / Q000458:organization & administration*; D006801:Humans; D007221:Industry / Q000458:organization & administration; D008004:Licensure; D011785:Quality Assurance, Health Care; D016320:Substance Abuse Treatment Centers / Q000458:organization & administration*; D019966:Substance-Related Disorders / Q000534:rehabilitation