Posted by: meikah | 24 March 2009 | 8:43 pm
An article on iSixSigma has a good discussion on how to improve further the system of taking, interpreting, and releasing medical imaging records.
University Medical Imaging (UMI) began a process improvement and training program. Located in Brighton, New York, USA, UMI provides outpatient magnetic resonance imaging (MRI), computed tomography (CT), ultrasound, urography and general radiologic services.
Through an initial scoping process, report turnaround time surfaced as a key factor affecting delays and satisfaction. A project to address this issue began with the selection of team members and the development of a project charter. Through data, voice of the customer (VOC) information and short brainstorming sessions, the team was able to list, rank and categorize factors that could lead to variation or inefficiencies in the report generation process.
To identify which sub-set of factors would be addressed using Kaizen, a Lean tool, and which would be considered later using Six Sigma, the team created a simple “payoff matrix,” which compared the “benefit to fixing” with “ease of implementation (of a potential solution).” The team focused on eliminating factors that could not be fixed either due to business decisions or insufficient payoff. One factor â€“ “need the previous exam” â€“ was considered to be a significant pain point warranting the use of Kaizen.
Filed under: Healthcare, Kaizen, Lean, Six Sigma, VOC
Posted by: meikah | 25 July 2008 | 3:14 am
Here are the reasons why:
Second, VOC is big. Itâ€™s the customer who rules because itâ€™s the customer who determines the quality of your product. Itâ€™s the customer who can make or break what to you is the most innovative product or service.
Filed under: Customer Service, Six Sigma, VOC
Posted by: meikah | 18 December 2007 | 8:35 pm
I don’t know about other countries, but here in the Philippines, we prepare—anticipate may even be a better word—for Christmas about three months before the day itself.
Preparing means playing Christmas songs, putting on Christmas decors. Stores begin to sell Christmas stuff as early too, and I know some people start their Christmas shopping, too, that early.
Now, if we view it from a management standpoint, we would ask:
- do those stores selling Christmas stuff early get good ROIs without battling with inventory issues?
- do they avoid the holiday rush thus they don’t suffer from delays in delivery
- is the early selling dictated by VOC?
- do these stores have the data to support their action?
- what metrics did they use to connect supply to ROI?
- since I see this happening every year, do most customers really shop early?
- do these stores try to improve the quality of their product and service every year?
- have they set up a devise that will tell them that this is the way to go?
- or are they just doing some agenda-setting, that is condition the mind of customers to shop early and prepare for Christmas early, to increase bottomline?
Holly Hawkins had similar questions more than a year ago. Check her post!
If you have the answers to these questions, do share them with us.
*Photo from pbhomepage