It is very common in the financial press to just blame the people that are in the position of doing actions. Hey why not, who’s is going to call them...
Of the 8 wastes, wait time the most prevalent and frustrating for the customer. In some cases, it indicates a lack of respect for the customer’s time and value to the organization. Having online information systems like HospitalStats.com to indicate the areas worse wait time only adds to the frustration. Thus, eliminating the wait time will benefit everyone in the process.
This article does a great job in identifying the factors for cost of poor quality (COPQ) for wait time. The updated wait line management system will communicate to the customer the accurate times for service to allow the customer to adjust their schedule appropriately.
This is a nice first step to eliminate wastes in the customer service process for hospitals / urgent care type facilities. With a new measurement system and accurate, updated data, the continuous improvement teams can advance this process to assist the customer in a controlled process. Keep up the good work!!
Gary Kapanowski – Lean Six Sigma Master Black Belt – Excelsior
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