Improving any industry requires a comprehensive examination of existing processes to identify inefficiencies and operational bottlenecks. In this study, a healthcare service provider undertook multiple initiatives to enhance its performance but failed to achieve satisfactory outcomes. To address this, industrial engineering tools were employed to drive substantial improvements. The DMAIC (Define, Measure, Analyze, Improve, and Control) methodology was rigorously applied in combination with SERVQUAL, simulation, and MOC techniques to develop an in-depth understanding of the current system and to pinpoint factors contributing to excessive waiting times. Various improvement alternatives were then simulated and assessed to select the most effective solution before implementation. As a result, the system’s waiting time was reduced by 55%, while the average number of patients within the system decreased by 39%.
An Integrated Framework Using DMAIC, SERVQUAL, Simulation, and MOC to Reduce Waiting Time in Healthcare Systems
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