LEAN MANAGEMENT APPLICATION AND PROCESS DESIGN AT RESEARCH HOSPITAL OUTPATIENT CLINICS

Year 2017, , 323 - 336, 30.06.2017

Hatice Camgoz Akdag , Mustafa Orcun Oduncu Gorkem Saglam Nuh Zafer Canturk

https://doi.org/10.17261/Pressacademia.2017.417

Abstract

Responding
customers’ demands quickly and providing the superior quality for them is vital
for companies to keep in their business and raise their market share in today’s
competing work environment. It is necessary to focus on customers’ needs and
demands in service sector such as hospitals. Main customers in hospitals are
patients so that waiting in queues is the main problem for this specific
environment. Anticipations are mostly non-value added activities and cause
waste of money and time. Non-value added activities and insufficient usage of
valuable devices must be disposed of the system. Lean management techniques is
one of the most significant technique, help to lower wastes and decrease
patients wait time. Lean management also known as Toyota production system and
there are various techniques of it. Value stream mapping (VSM), job
standardization and 5S are most applied ones in service sector. The thesis
shows applied lean management techniques could increase efficiency on material
usage and decrease patients wait time in hospitals. VSM leads to determine the
wastes, job standardization leads to specify the work rules for every worker
and 5S leads to organize the work environment; these 3 approaches has been
evaluated during thesis. The Arena simulation depends on the determined flow of
patients in the research hospital. Non-value added and unnecessary activities,
which cause patients to wait has been determined, simulated within different
scenarios and eliminated by using Arena. 

Keywords

Lean Hospital, 5S, Value Stream Map, Simulation, Outpatient Clinics

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