9 Questions

Process flowchart Quality Quality management Root cause analysis Six Sigma Standard deviation To-be process Variability

DISCUSSION QUESTIONS

1. In which three categories can process reengineering improve performance? 2. Define and describe the key shapes used in process flowcharting. 3. What is the difference between a Pareto chart and a control chart? When should each

be used? 4. What are the major phases in the process improvement methodology? 5. What are the major types of customer or patient service-level issues that exist in health

care? 6. When should hospitals benchmark against non-health-care organizations? Under which

circumstances?

REFERENCES Bryant, S. W. (2004). JCAHO coordinator’s standards. Marblehead, MA: HCPro. George, M. L. (2003). Lean Six Sigma for service: How to use Lean Speed and Six

Sigma quality to improve services and transactions. New York, NY: McGraw-Hill. Hammer, M., & Champy, J. (1993). Reengineering the corporation: A manifesto for

business revolution. New York, NY: HarperCollins. Harrington, H. J., Esseling, E. K. C., & and van Nimwegen, H. (1997). Business process

improvement workbook: Documentation, analysis, design, and management of business process improvement. New York, NY: McGraw-Hill.

Langabeer, J. R. (2009). Performance improvement in hospitals and health systems. Chicago, IL: Healthcare Information and Management Systems.

Langabeer, J. R., DelliFraine, J. L., Heineke, J., & Abbass, I. (2009). Implementation of Lean and Six Sigma quality initiatives in hospitals: A goal theoretic perspective. Operations Management Research, 2(1–4), 13–27.

Maslow, A. H. (1998). Maslow on management. New York, NY: Wiley. Helton, J., Langabeer, I. J. R., Helton, J., & Langabeer, J. R. I. (2015). Health care operations management. Retrieved from http://ebookcentral.proquest.com Created from apus on 2020-01-14 17:16:50.

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