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!!

Article Link:  http://www.sme.org/MEMagazine/Article.aspx?id=83725&taxid=1415

Gary Kapanowski – Lean Six Sigma Master Black Belt – Excelsior

The following blog is the opinion of Gary Kapanowski and Garykapanowski.com.  It is the sole intent to broadcast this opinion from Gary Kapanowski and Garykapanowski.com exclusively and not to reflect on any other institutions or organizations associated with Gary Kapanowski or Garykapanowski.com.

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