Develop Service Process Improvement Recommendations

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Question Description


Your primary care physician operates a sound business practice that, at times, seems to suffer from several forms of waste. In your role as a dedicated patient engaged in the study of operations management, you are in a unique position to offer an analysis of your doctor’s business operation to provide recommendations for improvement.

Consider the common interpretation of service processes in use at many organizations, which is used to identify four variants of a service process:

  1. The process that is formally defined and recorded in a business document.
  2. The process that everyone generally believes exists.
  3. The process as it actually exists.
  4. The process that should exist to deliver what the customer really wants.

Using your arrival at the doctor’s office as a starting point in the process, create a document that focuses on the process of visiting your doctor for a flu shot. Be sure your document incorporates the following:

  • Introduction – describe what you intend to do and how you will approach the task.
  • A simple flow chart that maps the sequence of operations for variant #1 and/or #2 above. While you may need to make certain assumptions in your description of variants #1 and #2, your process map should include, at a minimum, all components of the process that are visible to the patient. You may choose to combine your analysis of the first two variants due to lack of information on either one.
  • A flow chart that maps the process that actually exists (variant #3).
  • A flow chart that maps the process according to variant #4, as you believe it should be.
  • Above each flow chart, include a paragraph describing the key process components and identify potential problems or elements of waste in the process map that follows.

From the list of successful techniques for eliminating waste in service companies in this week’s readings, select three that you feel are appropriate in shaping your recommendations for improvement in the doctor’s service process. For each of the three techniques, briefly describe what would need to take place.

Complete your paper with a list of three recommended changes, noting the timeframe within which each might be completed and the expected benefit(s) to the doctor’s practice as a result of implementation.

Length: 5-7 pages, not including assignment coversheet, title page, and reference page(s). Use topic section headings for each criterion listed above.

Tutor Answer

School: UC Berkeley

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Process Development
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Service Process Improvement Recommendations
The success of a business relies on the strategies and processes used to implement the
service provision offered by the business. Therefore, improving the service process in a hospital
require an approach that patients can use to access medical services efficiently and economically.
Different individuals play an essential role in the success and operation of the business to ensure
that every patient can assess the services quickly. Thus, this paper will focus on the appropriate
tasks that can improve and develop efficient processes that assist patients and facility
management in providing adequate and quality medical services. Secondly, the paper will
discuss the techniques that can be applied to support the process so that doctors can provide
treatment in a conducive and sustainable environment. Lastly, the discussion will recommend
some of the best measures and methods to improve service delivery in the facility by the doctors
and other medical practitioners.

The process that is formally defined and recorded in business documents
In every hospital, the process documentation facilitate patient-doctor relationships, this

ensures a timely service delivery and quality treatment for the clients. Therefore, as in the case of
any other business, the facility has set up a process that needs to be followed and regulated to
meet the expected standards. According to figure 1, it indicates the formally defined and
recorded hospital process which involves; one, arrival at the doctor’s office: the patient pays
consultation fees to the receptionist and fills the patient personal details forms. After the data is
recorded, the secretary checks the availability of the doctor to book the client’s treatment period.
During this period, the patient is forced to wait for a few minutes before they access the



treatment. Once the confirmation of the doctor’s availability is made, the patient is directed into
the office for treatment purposes. Based on the type of treatment required, it is difficult to predict
the time, but treatment is given in full. Finally, after the procedure, patients are given the charges
receipts or bill to make the final payment. This process indicates a very simplified approach in
the hospital documents paper, but patient’s complaints...

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