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The purpose of this study is to systematize the analytic viewpoints, establish the diagnosis procedure and develop the needed tool. To conduct proper work process diagnosis based on failure cases, the necessary analytic viewpoints must be sufficiently systematized for hospital medical staff unfamiliar with the above analysis models to utilize them relatively quickly. Finally, the authors confirm the effectiveness of the proposed method by applying it in Hospital A.

First, the authors identify the necessary conditions of the ideal process model that can provide high-quality healthcare services by examining them from the viewpoint of process structure, contents and operational management style. After establishing the general diagnosis procedure based on the failure cases, the analytic viewpoint used in each step of the diagnosis is specified and shaped into one analytic template.

The authors proposed a method for diagnosing the healthcare provision process based on failure cases and applied it in several real cases in Hospital A. As a result, the authors can confirm that the proposed diagnosis method leads medical staffs to review their own healthcare provision process systematically, to find the key factors of the failure case effectively and to devise various types of countermeasures compared with the previous studies.

The perspectives for the process diagnosis in this study were systematized based on what kind of components the higher-performance work process should have. Therefore, the proposed method allows medical staff to find existing problems in the targeted process more appropriately. Secondly, this study proposed not only the perspectives for process diagnosis but also the analytic template that details the order in which each perspective should be utilized by a medical staff. This means that it is useful for a medical staff who is not familiar with process to select and utilize the proper perspectives when analyzing a failure case.

The purpose of this paper is to propose a extraction procedure of competitive advantage factors that a company needs to have organizational capabilities, and leads the company to make a sustainable business success. By using the proposed method, a company can conduct a self‐assessment based on the factors, and re‐design its own quality management system, then realize the competitive advantage in a target business area.

By collecting and analyzing the strategy data of six business areas in company A and conducting the interview to the project team in each business area for six months, the decision‐making mechanism and its pattern of the competitive advantage factors are examined, then the self‐assessment method of quality management system is proposed.

The decision‐making mechanism for competitive advantage factors is clarified. The customer value that is one of elements in the mechanism is categorized. And the analyzing method for specifying the core customer value and the organizational capability that leads customers directly to select a company's own product is established.

The originality of this paper is in establishing a self‐assessment method that follows the concept of “evaluation design.” This means not using pre‐established evaluation criteria for all companies in all types of business, as is done in conventional research, but rather, designing criteria based on the competitive advantage factors in a target business area and then reflecting those factors into its own quality management system.