Lean Service Operations

Journal of Operations Management 29 (2011) 422433 Contents lists available at ScienceDirect Journal of Operations Management journal homepage: www.elsevier.com/ come on/jom bunk serve operations: Re?ections and modern directions for substance intricacy in outpatient clinics Linda R. LaGanga ? Mental health Center of Denver, 4141 eastern United States Dickenson Place, Denver, CO 80222, linked States article info Article archives: Available online 10 December 2010 Keywords: tenuous process betterment Service operations Appointment computer programing Health care policy No-shows Overbooking abstract This ? eld query in outpatient portion operations examines original numeric data on duty assignments and analyzes a lean process improvement project that was conducted to append capacity to admit late patients into a healthcare work operation system. Analysis of 1726 intake employments for the year forward and the ample year following the lean project showed a 27% increase in suffice capacity to intake new patients and a 12% reduction in the no-show hoarded wealth as a result of the transformation of service processes achieved by the lean project. This studys action research methodological analysis leverages the researchers involvement in redesigning a service system that greatly improved performance and lead to re?ection on traditional operations management (OM) approaches to appointment scheduling. The study generates insights approximately effective alignment of resources, develops new strategies for service operations to oppose to no-shows, reveals time-related variables that have been overlooked in appointment scheduling research, and take exceptions traditional OM scheduling performance measures. We issue recommendations for effective and appropriate use of overbooking and light upon avenues for future research to continuously improve and increase the capacity of service operations. © 2010 Elsevier B.V. exclusively rights reserved. 1. Introduction Service operatio! ns face the continuing dispute of matching consumer...If you want to get a full essay, instal it on our website: OrderEssay.net

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