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HOSPITAL INDUSTRY:
Six Sigma / TQM / Customer Service
and Productivity Improvement |
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Client: |
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A
600 bed, 3,000 employee hospital in the greater Philadelphia area.
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Problem: |
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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. |
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Approach: |
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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. |
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Results: |
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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. |
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