Healthcare Operations Management 1st Edition Daniel B. Mclaughlin, Julie M. Hays - Solutions

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Medical technology can outfit a patient with an artificial heart or cure vision defects with the touch of a laser. However, hospitals still struggle with their back-office processes, such as getting X-ray files from radiology on the fourth floor to the first-floor view boxes in the emergency room
The customer-contact matrix, while important in any company, is considered especially crucial in businesses like the hospitality sector, where customer contact is a fundamental component.Hybrid office processes are often considered to constitute the best possible solution in such businesses since
You are designing a grocery delivery business. Via the Internet, your company will offer staples and frozen foods in a large metropolitan area and then deliver them within a customer-defined window of time. You plan to partner with two major food stores in the area. What should be your competitive
Founded in 2001, Ruisheng Microtech Shenzhen is a software developing company based in Shenzhen, China. It produces third-party software for bigger contractors like Huawei and other Chinese companies in the same sector. Until recently, business has always gone quite well due to its high-quality
Satory Malaysia Food & Beverage is the Malaysian subsidiary of a big Japanese keiretsu, Satori Kohei, which has its core business in the food and beverage sector. Satory Malaysia—which only deals in dairy products, prepared food and soft drinks—is a medium-sized company based in Johor Baru,
A local fast-food restaurant processes several customer orders at once. Service clerks cross paths, sometimes nearly colliding, while they trace different paths to fill customer orders. If customers order a special combination of toppings on their hamburgers, they must wait quite some time while
Choosing which processes are core to a firm’s competitive position is a key strategic decision. For example, Nike, a popular sports shoe company, focuses on the customer relationship, new product development, and supplier relationship processes and leaves the order fulfillment process to
Although all nine of the competitive priorities discussed in this chapter are relevant to a company’s success in the marketplace, explain why a company should not necessarily try to excel in all of them. What determines the choice of the competitive priorities that a company should emphasize for
Suppose that you were conducting a market analysis for a new textbook about technology management. What would you need to know to identify a market segment? How would you make a needs assessment? What should be the collection of services and products?
FedEx built its business on quick, dependable delivery of items being shipped by air from one business to another. Its early advantages included global tracking of shipments using Web technology. The advancement of Internet technology enabled competitors to become much more sophisticated in order
A local hospital declares that it is committed to provide care to patients arriving at the emergency unit in less than 15 minutes and that it will never turn away patients who need to be hospitalized for further medical care. What implications does this commitment have for strategic operations
Consider your last (or current) job.a. What activities did you perform?b. Who were your customers (internal and external), and how did you interact with them?c. How could you measure the customer value you were adding by performing your activities?d. Was your position in accounting, finance, human
Develop a strategy map to implement a healthcare home (see chapters 3 and 4)
Develop a project charter for a bundled payment financial improvement project (see chapter 5)
Use the financial model discussed on page 385 (available on the book's companion website) to find alternative priorities for financial improvement.
Think of an item for which your organization carries SS. Why is SS needed for this itern? Can the amounof tSS needed be reduced? How?
Use the Optimal Outpatient Scheduling tool (Kaandorp and Koole 2007b).provided on the companion website, to compare two appointment scheduling schemes-individual appointments and optimal sched-uling under the following assumptions. For the individual scheduling scherne, assume an $-hour day that
Access the National Guideline Clearinghouse (www.guideline.¢: ) and translate one of the guidelines described into a process map. Add deci sion points and alternative paths to account for unusual issues that might occur in the process. (Hint: Use Microsoft Visio or another sim.ilar application to
How can the electronic health record be used to make significant process improvements for both efficiency and quality increases?
For one of the kaizen opportunities listed in exercise 2, describe the kaizen event you would plan if you were the kaizen leader.
Drawa high-level value stream map for your organization (or a part of your organization). Pick a part of this map and draw a more detailed value stream map for it. On each map, be sure to identify the information you would need to complete the map and exactly how you might obtain that information.
Assimple value stream map for patients requiring a colonoscopy at an endoscopy clinic is shown in the graphic below. Assume that patients re cover in the same room where the colonoscopy is performed and the clinic has two colonoscopy rooms. What is the cycle time for the process? What is the
Are any drawbacks inherent to Lean Six Sigma? Explain
Read the executive summary of the IOM (1999) report To Err Is Human ad, swer the following questions www .nap.e du/read/ 97 28 /chapter/2?term=executiversummary) and an:a.Why did this report spur an interest in quality management in the healthcare industry?b.What does IOM recommend to address these
Identify a healthcare operating issue that could benefit from each of the ana-Iytical techniques a.Descriptive bPredictive Prescriptive
Use the data in the file labeled WorldHealth.xls to analyze worldwide life ex:pectancy. Answer the following questions:a.Construct a histogram, dot plot, and normal probability plot of the Central Intelligence Agency's (CIA) totals for life expectancy at birth (years)for 2006. What do these graphs
Using the data in the file labeled HealthinsuranceCoverage.xls, compare insurance coverage in Minnesota to coverage in Texas.a.Analyze the validity of the data.b.Produce a histogram to compare the two states. Do Minnesota and Texas appear to have similar coverage types?c.Produce a Pareto chart for
Think of a question, a problem, or an issue in your organization, and design a study to address it. Be sure to discuss how you would address all as pects of data collection, including how you would collect the data. How could you make sure the data are representative of the actual situation?
The balanced scorecard, Six Sigma, Lean, and simulation employ many of the tools, techniques, and tests found in this chapter. Discuss how where, and why a particular tool would be used for each approach.
Discuss the difference between correlation and causation Discuss the difference between statistical significance and practical signif icance.
How would you redesign a report you receive at work to make it more use ful? Would a visual presentation of the data be helpful? How would you present the data?
John Allen Paulos (whose work canbe found at http://abcnews.go.com/Technology/WhosCounting/) and Jordan Ellen:berg (at wwwslate.com/authors,jordan_ellenberg.html) both write on numbers, statistics, and probability. Read an article of interest to you and discuss.
Discuss a situation from your personal experience in which a study had bad data. How were the data collected, and what were the reported problems with data collection?
Answer the following questions quickly for a fun illustration of some of the ten decision traps (Russo and Schoemaker 1989)+Can a person living in Milwaukee, Wisconsin, be buried west of the Missis.sippi River?«if you had only one match and entered a room with a lamp, an oil heater, and some
For the project identified in exercise 2, create a feasible WBS and project schedule. Enter the schedule into Microsoft Project.
Review the Institute for Healthcare Improvement website (see especially wwwihiorg/knowledge/Page: ImprovementStories/default.aspx), and select one of the quality improvement projects described. Although you will not know all the details of the organization that executed this project, create a
Download the project charter and project schedule from the companion website, and perform the following activities a.Complete the missing portions of the charter.b.Develop a risk assessment and mitigation plan.c.Add tasks to the schedule for those areas that require more specificity.d.Apply
Who should be included as members of the project team, key stakeholders, and project sponsors for a clinical project in a physician's office? In a hospital? Support your choices.
Download the data for this chapter provided on the companion website, and develop a dashboard in Excel to identify readmissions that occur within 30 days of discharge. A number of initiatives are described on the website to minimize readmissions. Conduct additional Internet research and construct a
View the videos at the companion website for this book, and download the PowerPoint strategy map provided. Develop a strategy map and balanced scorecard for a primary care dental clinic. Conduct Internet research to determine the challenges facing primary care dentistry, and develop a strategy map
What methods could be used to involve the customer or patient in identi fying the key elements of the balanced scorecard?
How would a department link its balanced scorecard to the corporate scorecard?
How do you manage the other operations of an organization—that is, those that do not appear on a strategy map or balanced scorecard?
Ifyou were to add a perspective to the four discussed in the chapter, what would it be? Draw a strategy map of a healthcare delivery organization and include this perspective.
What other indicators might be used in each of the four perspectives for public health agencies? For health plans?
Review the 11 payment reform methodologies (exhibit 3.4) and rank them on two scales: ability to improve quality and ability to reduce healthcare inflation. Providea rationale for your ranking
Access the CMS Hospital Compare website and review three local hospitals’quality scores. At which hospital would you choose to receive care, and why? Which hospital would you choose for your parents or your children? Did your answers differ? Why or why not?
In addition to those mentioned in the chapter, what are some examples of a care delivery setting offering a mix of standard and custom care?
What are some new opportunities for the use of big data and analytics in healthcare?
Compare and contrast ISO gooo, the Baldrige criteria, and Six Sigma(More information on each of these programs is available on the book's companion website.) Which would you find most appropriate to your organization? Why?
What are some of the reasons for the success of Lean?
What are some of the reasons for the success of Six Sigma?
Research those organizations that have won the Baldrige Award in the healthcare category. What factors led to their success in winning the award?
What are the major factors leading to increased interest in the use of operations management tools and techniques in the healthcare sector?
What is the difference between data, information, knowledge, understanding, and wisdom? Give specific examples of each in your own or.ganization.
Identify three systems in a healthcare organization (at any level) in which feedback delays affect the performance of the system
Provide three examples of system improvements at the boundaries of the healthcare subsystems (patient, microsystem, organization, and environment)
Describe the tools, methods, and techniques in this book that would be used to address the following operating issues:a. A hospital laboratory department provides results late and frequently erroneously.b. A clinic’s web-based patient information system is not being used by the expected number of
Describe tools (other than control charts) that can be used to ensure that processes achieve their desired results.
What should be the key financial performance indicator used to analyze performance changes for hospitals? Clinics? Health plans? Public health agencies?
Identify methods to reduce employees’ resistance to change during an operations improvement project.
The Excel inventory template found on the companion web site may be helpful for this problem. An Excel spreadsheet with data for the problem can also be downloaded from ache.org/books/OpsManagement.Hospital purchasing agent Abby Smith needs to order examination gloves. Currently, she orders 1,000
This problem uses information from a data set available on the companion web site. The data set contains the raw data as well as reduced/reorganized data for ease of analysis.Use the forecasting template found on the companion web site or Minitab to forecast total U.S. healthcare expenditures for
Use the web to investigate and summarize commercially available software solutions for healthcare organizations.
Describe the ERP system(s) found in your organization. How could they be improved?
Think of an item for which your organization carries SS. Why is SS needed for this item? Can the amount of SS needed be reduced? How
List some inventory items found in your organization. Which of these might be classified as A, B, or C items? Why? How would you manage these items differently depending on their classification?
Why is SCM important to healthcare organizations?
Can advanced access techniques be used with appointment scheduling schemes? Why or why not?
What are the consequences of using advanced access in a multispecialty clinic? How could these tools be applied to provide same-day scheduling?
How could advanced access techniques be used for:a. An ambulatory surgery center?b. A freestanding imaging center?
What job sequencing rule do you see most often in healthcare? Why? Can you think of any additional job sequencing rules not described in this text?
Access the following Arena models on the companion web site:• Pharmacy Distribution• Clinic Billing Develop an improvement plan and use Arena to evaluate it. Compare the results from the base model with your results.
Access the following process maps on the companion web site:• Operating Suite• Cancer Treatment Clinic Use basic improvement tools, theory of constraints, Six Sigma, and/or Lean tools to determine possible process improvements (Sepúlveda et al. 1999).
Access the National Guideline Clearinghouse (www.guideline.gov/) and translate one of the guidelines described into a process map. In addition, add decision points and alternative paths to deal with unusual issues that might occur in the process. (Use of Microsoft Visio is encouraged here.)
How can the EMR be used to make significant process improvements for both efficiency and quality increases?
How can barriers to process improvement, such as staff reluctance to change, lack of capital, technological barriers, or clinical practice guidelines, be overcome?
Which process improvement tool can have the most powerful effect and why?
How do you determine which process improvement tools should be used in a given situation? What is the cost and return of each approach?
Applying one of the previous examples to your organization, develop a model of the process. What data would you need to collect to build a simulation?
Develop a more realistic model for exercise 3. Assume that the lab is open 10 hours a day. Assume that blood samples arrive at a rate of 25 per hour and that five technicians are available to run the blood tests.
Use Arena to analyze the above situation. Assume that the lab operates 7 days a week, 24 hours a day; that arrivals are exponentially distributed;and that service rate follows a triangular distribution, with 10 minutes being the most likely time to complete a blood test (but the test could require
The hematology lab manager has been receiving complaints that the turnaround time for blood tests is too long. Data from the past month show that the arrival rate of blood samples to one technician in the lab is five per hour and the service rate is six per hour. Use queueing theory and assume that
VVH is considering a pharmacy-managed medication assistance program.This program would help patients who are unable to afford pharmaceuticals obtain free drugs from pharmaceutical manufacturers. VVH would save the cost of the drugs but incur costs to manage the program, and the organization would
Describe several places or times in your organization where people or objects (paperwork, tests, etc.) wait in line. How do the characteristics of each example differ?
Discuss at least three opportunities in your organization in which simulation might be useful in analyzing and improving the situation.
Explain the “flaw of averages” and provide a specific example where this flaw adversely affected your organization.
What are the advantages of simulation? What are its limitations?
Why is simulation not used more extensively in healthcare organizations?
Think of at least three simulations that you personally have used or been a part of. Why was simulation used? What questions did the simulation help you to answer?
Are there any drawbacks to Lean Sigma? Explain.
Does your primary care clinic have advanced access? Should it? To determine supply and demand and track progress, what measures would you recommend to your clinic?
From your own experiences, describe a specific instance in which standardized work, kanban, jidoka and andon, and SMED would enable an organization to become more effective or efficient.
From your own experiences, discuss a specific example of each of the seven types of waste.
What are the differences between Lean and Six Sigma? The similarities?Would you like to see both in your organization? Why or why not?
What are the drivers behind the healthcare industry’s “new” focus on employing resources in an effective manner and on patient satisfaction?
Think of at least three poka-yokes currently used in the healthcare industry. Can you think of a new one for your organization?
Compare and contrast total quality management/continuous quality improvement, ISO 9000, the Baldrige criteria, and Six Sigma. (More information on each of these programs is linked from the companion web site.) Which would you find most appropriate to your organization? Why?
Discuss a real example of each of the four costs of quality in a healthcare organization.
What does quality in healthcare mean to your organization? To you personally?

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Healthcare Operations Management 1st Edition Daniel B. Mclaughlin, Julie M. Hays - Solutions

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