An analysis of a detailed map helps us to understand which steps are customer value add (CVA) activities. You wish you could just get well and leave.Īs LSS practitioners we know it is important to go to the gemba, to observe the process, and to document the process through mapping. As a patient you do not want to deal with all the paperwork involved, all the time spent waiting on test results and doctors to make decisions. There are so many processes involved in taking care of a patient that I think sometimes not even hospital management realizes the true level of complexity they face. It was at this point I realized I would write my master’s thesis on applying lean in healthcare. Eventually I needed an IV and my stay at the hospital lasted for two days. After nearly two hours I was still waiting to be seen by a doctor. The staff at the hospital worked fast to gather all my personal information. As you might guess my visit took longer than expected. I thought it was going to be a quick stop at the ER. While I was studying for my master’s degree I had to go to the hospital. My interest in applying Lean Six Sigma goes back to an experience I had as a college student. It is increasingly being used in healthcare to improve quality of care and save on costs. But LSS is a methodology that works well in a variety of industries. This is mainly because it was developed in that environment. Most examples of Lean Six Sigma projects involve manufacturing processes. Author: Eduardo Amezcua, Lean Consultant, Shingo Facilitator, and Black Belt
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