OPS/574 v1 Process Improvement Flowchart As-Is Process Flow Chart Evaluation Select a process from an organization you work for or are familiar with. You will use this process in your Week 2 & Week 4 Signature Assignments as well. Create a flowchart of the as-is process using Microsoft Word, PowerPoint, Vizio, or Excel. Evaluate the efficacy of your process using process improvement techniques. The as-is process depicted some level of efficiency. However, the growth of patient’s numbers visiting the health facility, the workflow process has resulted in a reduction in patient delight due to increased patient waiting time. The increasing number of patients seeking services at XYZ Health facility has culminated in the expanding workload at the cashier receiving the clients from the registration office to pay their consultation fees and patient from the pharmacy paying for the medication to home. The patient’s number at the cashier in the as-is process prompted increased delay for the patient to the doctor’s examination, leading to the overall high turn-around time from the arrival to the discharge home or the in-patient department. Copyright 2020 by University of Phoenix. All rights reserved. Process Improvement Flowchart OPS/574 v1 Page 2 of 4 Process Improvement Flow Chart Determine how the process can be improved based on the results of your evaluation. Define metrics and measure the current process. The measurement metric for the process improvement includes. The time-taken between i. Registration to Triage ii. Triage to Cashiers iii. Cashiers to Doctor The improved process should take a patient 15 minutes from registration to seeing a doctor and decide whether to undertake further examination in the laboratory or to the pharmacy to get their medication dispensed. Use process improvement techniques to improve the process. Create a flow chart of the improved process using Microsoft Word, PowerPoint, Vizio, or Excel. Use your professional judgment to ascertain how the future process will perform according to your metrics. Copyright 2020 by University of Phoenix. All rights reserved. Process Improvement Flowchart OPS/574 v1 Page 3 of 4 Summary Write a 525-word executive summary that includes the following: • A brief description of the process based on the flowchart of processes current state. • The results of your process evaluation and how the weak points can be strengthened. Include a description of the process improvement technique(s) used. • A brief description of process improvements based on the process of the future state. • How you anticipate the future process will perform based on metrics used to evaluate process current state • A description of your process improvement project to achieve the process future state. Process improvement is an imperative process focused on continuous adjustment in organizational procedures to enhance efficiency, culminating in accomplishing the corporate bottom line. Robson (2010) noted that process improvement entails the corporate practices that involved the leadership identifying, evaluating, and improving existing corporate processes to enhance performance optimization and meet the best practice standard while improving the quality and customer experience. XYZ Health facility is one of the fast-growing and highly dynamic community health facilities that has recorded exponential patients’ growth per day over the years. The health facility’s development has seen the facility’s emergency department’s initial workflow process leading to declining patient satisfaction ratings in the past few months. The most significant issue based on the feedback is the waiting time before a client could get assessed by trained health personnel such as the triage nurses for the initial check-up. The complaints depicted that a patient would take between 1 to 3 hours at the Copyright 2020 by University of Phoenix. All rights reserved. Process Improvement Flowchart OPS/574 v1 Page 4 of 4 emergency department depending on the number of clients in a day, which is significantly high from the suggested 15 to 30 minutes. XYZ Health Care As-Is Process In the as-is process, a patient arrives in the hospital ED and register at the registration office, then proceeds to the cashiers to pay for the consultation fee before the triage nurse could make the initial patient assessment and refer the client to the doctor. The process was highly efficient when the hospital recorded a handful of patients in a day. Nonetheless, the growth in number has resulted in delays, especially at the cashiers who served clients paying for the doctor’s consultation fees and medication. Based on the evaluation of the process, the finding depicted that the cashiers formed the initial issues leading to the time wastage at the health facility. The as-is process has a single cashier point at the ED serving the patient from the pharmacy and the client paying the registration fees. However, the weakness could be improved by changing the process flow and including a new cashier point at the pharmacy that would help ease patients’ numbers by completely separating the patients paying their registration fees from the patients paying for their medication. Process Improvement technique The technique employed to evaluate the improved process’s success is the statistical process control (SPC). Qiu (2013) defined SPC as a process improvement technique that uses a statistical method to monitor and control a selected process to ensure efficient operation. In this case, the process improvement will include the control charts and process capability determined by the process performance index, using the defined three process metrics. XYZ Health Care Improved Process The process improvement focused on reducing the overall turn-around time taken from the client’s arrival to the emergency department to doctor examination to an average of 15 minutes per client. The improved process would include two cashiers, one at the front desk and another at the pharmacy. The new cashier’s introduction would help ease the number of clients at the cashier in the as-is process by avoiding clients’ backlog, some paying for the consultation fees while others are paying for their medication. Besides, the improved process will include a patient first getting to triage even before paying their consultation fees, reducing the time wasted at the cashiers. As a result, the improvement process would help the health service organization accomplish the objectives of becoming a patient-oriented health facility instead of the current money-oriented facility. Overall, the process improvement would facilitate the realization of the hospital’s mission and core patient services goals while reducing the turn-around time taken from arrival to a patient discharge from the emergency department. References Robson, G. D. (2010). Continuous process improvement. Simon and Schuster. Qiu, P. (2013). Introduction to statistical process control. CRC press. Copyright 2020 by University of Phoenix. All rights reserved. OPS/574 v1 Statistical Process Control Methods Process Evaluation Evaluate your process using 1 of the following: • • Use the lean concept to find ways to eliminate waste and improve the process SPC or Six Sigma to reduce defects or variances in the process Evaluation of Control Chart and Process Metrics Complete the following in Excel: • • Calculate the defined process metrics including variation and process capability. Develop and display a control chart for the process. Evaluate the control chart and process metrics using Statistical Process Control (SPC) methods. Determine whether the process could benefit from the use of Six Sigma, Lean, or other tools. (Include all calculation and charts.) Executive Summary Write a 700-word executive summary that includes the following: • • • • A summary of the Process Evaluation (using either Lean or SPC or Six Sigma) A summary of the Evaluation of Control Chart and Process metrics based on SPC methods A summary of your evaluation of whether the process would benefit from the use of Six Sigma, Lean, or other tools A description of the SPC project and recommendations for improvements Copyright 2020 by University of Phoenix. All rights reserved. 
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