QM6616: Business Process & Operations Analysis

FINAL EXAM - SPRING 2021

Task

Minutes

Initial patient call

7

20% defect after this point

Mail paperwork

1

Call to remind

2

Reschedule call for 40%

2

25% defect after this point

Check-in at clinic for intake

2

Intake

20

74% Insured, 26% cash

Remind call

2

40% reschedule call

2

30% defect after this point

Check-in at clinic for surgery

2

Prep for surgery

10

Surgery, Cleanup, Record

20

Bandage, walk to waiting

5

Room cleaning

3

Check patient out

4

First (next-day) follow-up

10

Tuesday-Saturday room clean (80%)

3

Sunday room clean (20%)

3

3-week follow-up

10

21% defect after first follow-up

3-week room clean

3

Question: Dr. Kendall implemented a set of actions that resulted in cutting by half (i.e., a 50% decrease) the yield-loss for those patients who completed intake and do not return for their scheduled surgery. She asked you to analyze the impact on capacity utilization of the following resources. Present a recommendation on whether the clinic needs additional capacity and how to secure it. Show all supporting calculations.