But the approach adopted and the learning from this study can be generalized. The study is of use to healthcare practitioners seeking to implement or develop LSS further in their organizations. This study illustrates how its application can improve the performance of the process and thus productivity in the department.
Bhat, S. Emerald Group Publishing Limited. Please share your general feedback. You can start or join in a discussion here. Visit emeraldpublishing. Abstract Purpose The purpose of this paper is to study the scope of Lean Six Sigma LSS strategy and to explore its successful deployment in the Indian healthcare sector.
linking lean healthcare to six sigma an emergency department case study
Please note you might not have access to this content. Spring Baptist Hospital, Inc. Governments can improve the quality of life for their citizens by applying quality principles. Continuous improvement approaches enhance delivery of services, increase process transparency and improve planning and budgeting, while strengthening community ownership and saving taxpayers money. June Army soldiers must be ready at all times. Army mechanics and U.
The Army has a standard of maintenance for every vehicle in its inventory. The standard left just enough wiggle room for each individual inspector to interpret the requirements in a manner that fits their concept of maintenance. This caused great diversity in actual maintenance standards.
A months-long repair project for the Colorado Department of Transportation CDOT and its state highway system would have likely taken longer had it not been for the performance of one Lean improvement project team. Naval Ship Repair Facility and Japan Regional Maintenance Center, used a series of kaizen events to shorten service lead time by 68 percent.
Quality Progress magazine, March Quality Progress magazine, May The Real Story Behind the Commandant's Performance Challenge PDF, KB A case study shows how a Baldrige-based self-assessment process helps the United States Coast Guard exceed expectations that they will keep citizens safe from terrorist attacks, as well as protect property and preserve freedoms. Journal for Quality and Participation, June The Role of Quality Tools in Improving Satisfaction with Government PDF, KB A study in a city in the western United States shows that leadership is critical to the development of quality tools knowledge, but teamwork is the vehicle through which this knowledge is translated into application.
Quality Management Journal, July Annual Quality Congress proceedings, May Quality techniques and tools help lower the costs of people-intensive service processes and improve customer satisfaction. A process approach enables service organizations to standardize the ways they work, achieving improved consistency, faster cycle times and fewer errors. And employees are empowered to provide individualized customer service when it counts most. Enabling Transformation with Continuous Improvement Sheila Shaffie and her team at ProcessArc, a customer experience architecture firm, explain why it is beneficial to use multiple, complementary methodologies in business transformation and continuous improvement.
April This essay details why these 16 traits are so important to organizations. January Indian 5-Star Hotel Front-Line Staff Find Happiness, Empowerment in Solving Attrition Problem Muri, a Japanese term that means stress, exists throughout organizations, and the elimination of it plays a crucial role in its growth and sustainability. While the hotel industry is growing at a very fast rate in India and other parts of the world, attrition has become a very big problem, one of the primary reasons being work stress.
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This article discusses the techniques that were used to understand the root causes of stress, to quantify it, and arrive at solutions for a popular Indian hotel chain that will remain anonymous. Six Sigma Optimization of Mystery Shopping Mystery shopping MS can be a very valuable exercise for studying and evaluating service delivery performance within the banking industry. Using Six Sigma tools and hypothetical data, this case study tests the approach and results to gauge poor service from excellent service delivery. The MS approach is highly applicable as a balanced scorecard parameter to measure delivery within service centers.
September Origami Lean Training Exercise Providing hands-on experiences to students is essential for lean workshops. Origami, the Japanese art of paper folding, can be used to provide students with a hands-on experience for understanding process thinking and process steps. The activity can be effective at conveying quality tools and concepts for all age groups. Using Six Sigma and quality tools, team members identified more than one dozen possible opportunities for agents to improve customer relationships, tripling the retention rate and generating millions in revenue.
The organization initiated a Six Sigma project using tools to improve customer service, communication, and prioritization. As a result, the project realized a 50 percent reduction in past-due IT tickets during a sustained period.
Not only did Garcia gain confidence from ASQ Certification, she also developed deeper insight into the quality field. No Evil Lasts More Than 96 Hours PDF, KB Using Six Sigma and quality tools, a Movistar Argentina improvement team reduced defects in the posting of customer payments by 50 percent, shortened the time needed to post payments from seven minutes to three seconds, decreased average allocation time from five to two days, and reduced rework by 68 percent.
The client passed a regulatory audit, avoiding a financial penalty, and the team became a finalist in the International Team Excellence Award competition. The improvement team earned finalist honors in the competition. Redesigning the workflow and laboratory layout and introducing new operating rules increased capacity without increasing costs. December By creating a paperless process, the team handled a percent increase in work and eliminated at least 70, paper copies per year.
Linking Lean Healthcare to Six Sigma: An Emergency Department Case Study
Read about their projects. In just one year, use of the MoJet Pack brought about a percent decrease in the number of seepage defect cases per housing contract. By following the same steps for every issue and performing full root cause analysis for percent of issues, Polk increased operational excellence and improved customer satisfaction. As a result, overtime decreased by 30 percent, productivity increased 5 percent, shipping accuracy reached percent, and customer satisfaction improved, leading to additional business. Results from agencies using the service demonstrate how the availability of timely and useful data has dramatically improved the documentation, delivery and monitoring of child protective services.
By teaching a basic step process for improvement, the center equips social workers to overcome barriers created by complex state and federal regulations and inefficient case management systems. The company used quality tools and methods to quantify the dangers employees faced and the best ways to protect them.
The result: A dramatically safer work environment. The link above will give you access to a version that includes Quicktime videos. Using quality tools and techniques, workers have made significant improvements to many key processes and facilities. The results have been so great, they plan to reapply for a Baldrige in five years. Quality Progress, September News for a Change, February Winter Fall Significance of Quality Certification: The Case of the Software Industry in India PDF, KB Results of an empirical study conducted in the software industry in India show that quality certification helps in the implementation of TQM-based quality management programs and has an impact on operational performance.
Quality Management Journal, January Caterpillar Financial Services Corporation U. PDF, 69 KB The financial-services division of this heavy-equipment manufacturer increased its contribution to parent company from 5. In a manufacturing environment, quality improves reliability and increases production.
Fewer defects translates to fewer warranty claims and increased customer satisfaction. Process improvements also eliminate waste, improve flow and enhance workplace safety, all contributing to the bottom line. Quality Redesign at SSL SSL, a global leader in integrated space technologies, underwent a complete redesign of its quality organization by reinventing its purpose and role in the company.
These changes were not only foundational in nature, they required a significant cultural shift by the quality organization and by company-wide management. This case study details the fundamentals and processes that were used to achieve this level of change, which may be helpful for other organizations undergoing or contemplating changes to their structure and processes. Minimizing Startup Process Variation to Improve Yield A polypropylene extrusion facility had 13 extrusion lines, each with varying output levels. A DMAIC roadmap provides a standardized and recognized set of tools to be used as methodology during part of the project implementation, based on a lean manufacturing point of view.
Using the DMAIC methodology and a variety of quality tools, the team uncovered root causes and created solutions to improve the efficiency of natural gas consumption. Louis, Mo. Using a variety of quality tools, including process mapping, brainstorming, and root-cause analysis, the team created a new cleaning procedure. Meeting all objectives, the project resulted in significant annual cost savings for the company. Founded in , Corning is known for innovations in the development of glass products and glass- and ceramics-based applications.
Lean thinking to improve emergency department throughput at AORN Cardarelli hospital
Its commitment to manufacturing what it invents contributes to its success in serving consumer and industrial markets for the past years. In this case study you'll read the situation analysis of the challenges that Corning, a Baldrige Award recipient, faced in its sustainable performance excellence journey and some of the implementation activities of the Corning performance excellence team, along with results they experienced.
Turn Around or Shut Down PDF, KB With just a year to transform the failing chemical unit at Trident Group, the company's unit head formed an improvement team to analyze performance metrics and find a solution to improve the previously successful unit. The company partnered with Japan Business Consultants, Ltd. The team's findings were used to craft marketing messages to appear in print ads. A Six Sigma improvement team used quality tools including trend charts, Pareto charts, and cause-and-effect diagrams to analyze the failure modes for the reported defects, finding that many were not being covered by product testing processes.
A combination of technical innovation tools, including test coverage analysis, fault insertion, and a test methods selection matrix, along with Six Sigma process improvement and statistical tools, led the team to the solution of adding new testing items and a new testing station to the process. The team turned to lean and the Red X approaches they use to solve vehicle performance issues to increase their output of completed projects by making the problem-solving process more efficient. The team's success paved the way for additional projects, which contributed toward a 50 percent reduction in GM's months-in-service warranty.
The company attributes its fast track to certification to the ease and efficiency of wikis. While the original goal was meeting ISO requirements, the wiki now functions as documentation of its integrated management system with more than 10, pages of documentation servicing 67 internal users.