 |
Hospital
Industry:
Six Sigma / TQM / Customer Service
and Productivity Improvement
|
|
| |
Client: |
|
A 600 bed, 3,000
employee hospital in the greater Philadelphia area.
|
| |
Problem: |
|
Need to become
more data driven and customer focused (internal and external) in their
process improvement and problem-solving capabilities. Need to develop
in - house capability to facilitate ongoing efforts to continually
improve.
|
| |
Approach: |
|
Defined strategic
goals for the initiative with executive management and senior medical
staff. Prioritized opportunities to pilot new methodologies and skill
sets. Trained client facilitators (black belt equivalents) in statistical
tools, problem-solving methodologies and team management techniques
(Six Sigma/TQM). Trained senior and supervisory management in the
philosophy, methodology and technology associated with creating a
“Service Culture”. Coached client facilitators during pilot phase
of project to ensure effective application of new skills and tools.
Supported initiative long term as requested by client.
|
| |
Results:
|
|
Increased customer
satisfaction – confirmed through surveys. Two examples: reduced chemotherapy
infusion time by over 60%; reduced wait time in the emergency room
by 30%. Received score of 98% with commendation from Joint Commission
for the Accreditation of Hospitals which specifically applauded the
hospital’s process improvement and customer-focused initiatives. Currently
over 50 facilitators active, many trained in-house by experienced
facilitator/trainers. |
| |
|
|
|