Ashley Ray, director of the Blue Cross ACO, was very concerned about attracting new members as...
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Ashley Ray, director of the Blue Cross ACO, was very concerned about attracting new members as enrollment was flat. A market research focus group discovered that Blue Cross had a reputation as being slow and bureaucratic which dissuaded some seniors from enrolling in their ACO. She felt she wanted to experiment with improving service speed and satisfaction. Mr. Pirate, CEO, suggested she start with the imaging center as its staff was creative and flexible. Ashley and the imaging center staff collected data during a Kaizen event. The diagram below shows the current state process for CT scanning. Drive to Imaging Center Move to Lobby and wait 13 minutes Get Dressed 5 minutes Imaging Center Process Map Park 1 minute Move to exam room - remove clothes-3 minutes Check out 3 minutes Enter Center 1 minute Wait in Exam Room 7 minutes Exit building- walk to car 3 minutes Enter & Register 2 minutes CT Scan 15 minutes Exit the Center property Complete forms 7 minutes Using Lean principles what process improvement would you make to this process to remove non value added activities and decreases the throughput time for the patient? Ashley Ray, director of the Blue Cross ACO, was very concerned about attracting new members as enrollment was flat. A market research focus group discovered that Blue Cross had a reputation as being slow and bureaucratic which dissuaded some seniors from enrolling in their ACO. She felt she wanted to experiment with improving service speed and satisfaction. Mr. Pirate, CEO, suggested she start with the imaging center as its staff was creative and flexible. Ashley and the imaging center staff collected data during a Kaizen event. The diagram below shows the current state process for CT scanning. Drive to Imaging Center Move to Lobby and wait 13 minutes Get Dressed 5 minutes Imaging Center Process Map Park 1 minute Move to exam room - remove clothes-3 minutes Check out 3 minutes Enter Center 1 minute Wait in Exam Room 7 minutes Exit building- walk to car 3 minutes Enter & Register 2 minutes CT Scan 15 minutes Exit the Center property Complete forms 7 minutes Using Lean principles what process improvement would you make to this process to remove non value added activities and decreases the throughput time for the patient?
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Project Management The Managerial Process
ISBN: 9781260570434
8th Edition
Authors: Eric W Larson, Clifford F. Gray
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