chapter  9
20 Pages

- Using Process Mapping and Capability Analysis to Improve Room Turnaround Time at a Regional Hospital

WithJohn F. Kros, Evelyn C. Brown

High rates of customer service are expected in the health care industry. At the same time health care managers must plan for highly variable customer demand and face complex and at times customized service requests. In addition, the health care industry faces many challenges regarding service operations due to demand uncertainty, resource allocation, funding constraints, and overall customer access. Although health care is similar in nature to other service operations organizations, health care organizations differ greatly from their counterparts in that they provide services that pertain

CONTENTS

9.1 Introduction ................................................................................................ 205 9.2 Literature Review....................................................................................... 206 9.3 Process Mapping ........................................................................................ 208 9.4 Problem De…nition .................................................................................... 209

9.4.1 Bed Tracking ................................................................................... 210 9.4.2 Room Cleaning ............................................................................... 211

9.5 Initial Conditions and Data Analysis ..................................................... 211 9.5.1 Response Time ............................................................................... 214 9.5.2 Clean Time ...................................................................................... 215 9.5.3 Turnaround Time ........................................................................... 216

9.6 Implementing Changes ............................................................................. 216 9.7 Resulting Conditions and Data Analysis ............................................... 218

9.7.1 Response Time ............................................................................... 218 9.7.2 Clean Time ...................................................................................... 218 9.7.3 Turnaround Time ........................................................................... 220

9.8 Conclusions and Future Work ................................................................. 221 References ............................................................................................................. 221

to human life and well being. The consequence of not meeting these service levels can result in customer death, an outcome that the vast majority of other service providers never face.