This recent article show how a service organization can be successful appling Six Sigma to their processes. Here Starbucks focused on just one of the seven types of waste “Motion” of the operator. I bet that this did not only impact the bottom line by decreasing the wait time for each customer but it let the employee focus on the customer more giving better service.
Posts Tagged ‘Service Industry Success’
Healthcare of the Future Conference To Be Held in Tucson on October 13, 2009
Wednesday, July 8th, 2009Bersbach Consulting LLC provides Six Sigma training coaching and support across Arizona, including the Tucson, Phoenix, Scottsdale, and Glendale areas. At this time we would like to thank our friends and clients for their support. If you have landed here looking for our Six Sigma training, coaching or support services in Tucson, then please follow this Six Sigma Training link.
The American Society for Quality (ASQ) will sponsor a one-day conference to provide Arizona-based healthcare organizations with a forum to learn about and discuss the vast number of changes impacting the healthcare industry today. The conference “Healthcare of the Future – Are you ready?” will feature presentations by healthcare and business experts including: Brad Tritle, Executive Director of the Arizona Health-e Connection, David Dexter, CEO of Sonora Quest, Andres Theodorou, MD of UMC, Daisy Jenkins, VP Human Resources, Raytheon, Thomas Pyzdek, noted author of the Six Sigma Handbook, and many more. The conference will address the following key topics:
- Update on the current state of Arizona’s strategy and progress for Health Information Infrastructure and government stimulus funds
- Electronic medical records with a focus on the financial and operational improvements, and clinician user adoption strategies;
- Patient safety strategies from the National Quality Forum (NQF)
- Advanced applications of lean systems thinking
- Key concepts in engaging medical entities for rapid deployment
- Financial impacts on business concerns of providing healthcare to their workforce
- Numerous regional examples of successful clinical and operational success stories in medical quality improvement.
“Health care reform is front and center as healthcare costs continue to soar,” Says Thomas Pyzdek, a member of the organizing committee and a consultant on process excellence. “The quality, Lean and Six Sigma professions have a proven approach to reducing costs without sacrificing quality.” Peter Bersbach, Six Sigma consultant and conference chair for ASQ says, “There are many examples of local healthcare organizations making great strides at improvement.” This conference will provide a way for them to share their success stories with others.”
The conference will be held at the Hilton East in Tucson, Arizona on October 13, 2009 from 8 AM to 5 PM. For additional information contact the conference organizer, Peter Bersbach. [peter@bersbach.com] or visit healthcareofthefuture.org
If your business is located anywhere in the World including the US, Tucson, Oro Valley , Oracle, Phoenix, Glendale, and Scottsdale, Arizona or beyond and you would like to learn more about our Six Sigma training, coaching and support services please call Bersbach Consulting LLC at 1-520-829-0090 or SKYPE me Now!
Other Healthcare Successes:
Friday, June 26th, 2009Bersbach Consulting LLC provides Six Sigma training coaching and support across Arizona, including the Tucson, Phoenix, Scottsdale, and Glendale areas. At this time we would like to thank our friends and clients for their support. If you have landed here looking for our Six Sigma training, coaching or support services in Tucson, then please follow one of these links Six Sigma Online Training or Six Sigma Classroom Training.
SSM Health Care*
This St. Louis-based nonprofit health care system increased its market share to 18% over three years while three of its five competitors lost market share.
Saint Luke’s Hospital of Kansas City (SLH) *
Financial performance steadily increased for three years, and client satisfaction scores ranked Saint Luke’s 35th out of 4,500 hospitals nationwide.
Thibodaux Regional Medical Center*
At this Southern Louisiana acute-care facility, an accounts-receivable project increased cash flow by $2 million per year, inventory reduction achieved annual cost savings of $450,000, and a medication-management project decreased defects by 42%.
Baptist Hospital, Inc.*
Overall patient satisfaction for this Florida-based health care provider rose into the 99th percentile for several years; staff satisfaction rose from 47% to 84% over five years.
* Information from American Society For Quality (ASQ)
http://www.asq.org/healthcare-use/why-quality/case-for-quality.html
How much are these problems costing you each year? Would you like to be able to cost-effectively deal with these issues and move more money to the bottom-line while also improving employee morale, customer service and customer satisfaction? Contact us!
If your business is located anywhere in the World including the US, Tucson, Oro Valley , Oracle, Phoenix, Glendale, and Scottsdale, Arizona or beyond and you would like to learn more about our Six Sigma training, coaching and support services please call Bersbach Consulting LLC at 1-520-721-2077 or SKYPE me Now!
Application of Six Sigma to reduce Medical Errors*
Friday, June 26th, 2009Bersbach Consulting LLC provides Six Sigma training coaching and support across Arizona, including the Tucson, Phoenix, Scottsdale, and Glendale areas. At this time we would like to thank our friends and clients for their support. If you have landed here looking for our Six Sigma training, coaching or support services in Tucson, then please follow one of these links Six Sigma Online Training or Six Sigma Classroom Training.
At Froedtert Hospital in Milwaukee, Wisconsin, errors with IV medication drips and laboratory processing and results reporting were causing serious problems related to effective patient treatment.
After diagnosing and quantifying the problem, a new process was implemented which had a significant impact on customer care. Level 1 discrepancies (<1 ml/hr) fell from 47.4% to 14%. Level 2 discrepancies (1-5 ml/hr) fell from 21.1% to 11.8% and level 3 discrepancies (>5ml/hr) fell from 15.8% to 2.9%.
Left untreated, these types of problems can result in poor customer care, longer treatment and recovery times, increased costs, and reduced profits.
*Cathy Buck RN MSN, “Application of Six Sigma to Reduce Medical Errors,” ASQ’s 55th Annual Quality Congress, Charlotte, NC, Vol. 55, No. 0, May 2001, pp. 739-742, http://www.asq.org/qic/display-item/index.html?item=14740
How much are these problems costing you each year? Would you like to be able to cost-effectively deal with these issues and move more money to the bottom-line while also improving employee morale, customer service and customer satisfaction? Contact us!
If your business is located anywhere in the World including the US, Tucson, Oro Valley , Oracle, Phoenix, Glendale, and Scottsdale, Arizona or beyond and you would like to learn more about our Six Sigma training, coaching and support services please call Bersbach Consulting LLC at 1-520-721-2077 or SKYPE me Now!
Toward Error Free Lab Work*:
Friday, June 26th, 2009Bersbach Consulting LLC provides Six Sigma training coaching and support across Arizona, including the Tucson, Phoenix, Scottsdale, and Glendale areas. At this time we would like to thank our friends and clients for their support. If you have landed here looking for our Six Sigma training, coaching or support services in Tucson, then please follow one of these links Six Sigma Online Training or Six Sigma Classroom Training.
The North Shore-Long Island Jewish Health systems were experiencing miscommunication and procedural problems in their lab work. After researching the problems and instituting new processes and procedures, the company reduced average lab test processing times enough to be able to increase processing volumes 43% without adding additional personnel.
In addition:
- Processing and analysis error rates dropped from about 1 in 100 tests, to 1 in 300 tests.
- Patient satisfaction ratings went up.
- Improvements resulted in a positive financial impact of $339,000 a year due to increased revenue and cost reduction.
*Nancy B. Riebling, Susan Condon and Daniel Goprn, “Toward Error Free Lab Work”; Six Sigma Forum Magazine, (November 2004), 23, www.asq.org/qic/display-item/index.pl?item=19709
How much are these problems costing you each year? Would you like to be able to cost-effectively deal with these issues and move more money to the bottom-line while also improving employee morale, customer service and customer satisfaction? Contact us!
If your business is located anywhere in the World including the US, Tucson, Oro Valley , Oracle, Phoenix, Glendale, and Scottsdale, Arizona or beyond and you would like to learn more about our Six Sigma training, coaching and support services please call Bersbach Consulting LLC at 1-520-721-2077 or SKYPE me Now!
Faster Lab Results Using Six Sigma and Lean*
Friday, June 26th, 2009Bersbach Consulting LLC provides Six Sigma training coaching and support across Arizona, including the Tucson, Phoenix, Scottsdale, and Glendale areas. At this time we would like to thank our friends and clients for their support. If you have landed here looking for our Six Sigma training, coaching or support services in Tucson, then please follow one of these links Six Sigma Online Training or Six Sigma Classroom Training.
Doctors at the Pocono Medical Center were hampered in their ability to treat patients due to not receiving lab results until late morning. Once the problem was identified, a project team outlined and implemented new procedures to speed the lab process.
Within about six weeks, doctors began to receive blood test results by 6 a.m. for critical care patients and by 7 a.m. for all other patients. Project results also extended outside of the laboratory, contributing to a decrease in overall patient length of stay for the medical center.
*Walter T. Hayes and Carmine J. Cerra, with Mary Williams, “Faster Lab results Using Six Sigma and Lean,” ASQ Making the Case for
Quality, http://www.asq.org/healthcare-use/why-quality/case-studies.html
How much are these problems costing you each year? Would you like to be able to cost-effectively deal with these issues and move more money to the bottom-line while also improving employee morale, customer service and customer satisfaction? Contact us!
If your business is located anywhere in the World including the US, Tucson, Oro Valley , Oracle, Phoenix, Glendale, and Scottsdale, Arizona or beyond and you would like to learn more about our Six Sigma training, coaching and support services please call Bersbach Consulting LLC at 1-520-721-2077 or SKYPE me.
Faster Turnaround Time*
Friday, June 26th, 2009Bersbach Consulting LLC provides Six Sigma training coaching and support across Arizona, including the Tucson, Phoenix, Scottsdale, and Glendale areas. At this time we would like to thank our friends and clients for their support. If you have landed here looking for our Six Sigma training, coaching or support services in Tucson, then please follow one of these links Six Sigma Online Training or Six Sigma Classroom Training.
North Shore University Hospital in Manhasset, NY, was experiencing noticeable delays in bed assignment turn around time. This was becoming an ever-growing problem due to increased patient volumes caused by the aging of the local population.
After the problem had been identified and quantified, the Hospital set a goal to reduce the average turnaround time from 226 minutes to 120 minutes.
After an improved process was implemented, average turnaround times dropped to 69 minutes, resulting in improved patient service and satisfaction, improved employee morale, and much more efficient utilization of hospital resources.
*Angelo Pellicone, Maude Martocci, "Faster Turnaround Time," Quality Progress, Vol. 39, No. 3, March 2006, pp. 31-36,
http://www.asq.org/qic/display-item/index.pl?item=20434
How much are these problems costing you each year? Would you like to be able to cost-effectively deal with these issues and move more money to the bottom-line while also improving employee morale, customer service and customer satisfaction? Contact us!
If your business is located anywhere in the World including the US, Tucson, Oro Valley , Oracle, Phoenix, Glendale, and Scottsdale, Arizona or beyond and you would like to learn more about our Six Sigma training, coaching and support services please call Bersbach Consulting LLC at 1-520-721-2077 or SKYPE me Now!