Develop Service Process Improvement Recommendations

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jybcrf

Business Finance

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

Your response should demonstrate thoughtful consideration of the ideas and concepts presented in the course by providing new thoughts and insights relating directly to this topic. Your response should also reflect professional business writing and current APA standards

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Explanation & Answer

Hi, Find attached the completed work. Feel Free to ask for any clarification and editing if need be. Looking forward to working with you in future. Thank you

Running head: SERVICE PROCESS IMPROVEMENT

Service Process Improvement
Student’s Name
Professor’s Name
Course Title
Date

SERVICE PROCESS IMPROVEMENT

2
Introduction

The existence of service processes allow for clear set out procedures that are used in any
business operation to improve service efficiency. However, the business is prone to wastage due
to mismanagement and lack of proper operations management. Being a dedicated patient of the
physician, and studying operations management, I am at a position to conduct an analysis of the
business thus finding the wastage areas in the business and provide recommendations on waste
management. This essay focuses on the four basic interpretations of processes that are used in
most organizations. These will assist in the identification of loopholes in the business which will
guide in the identification of the possible waste management recommendations. These
recommendations will improve customer satisfaction of the business as well as saving on
resources such as time and cost. A visit to the physician for a flu shot is used as the case scenario
in the drafting of the four processes.
The process that is formally defined in the business document
The process that is documented is quite similar to the process that people believe exists.
This refers to the process that people expect to be the case situation in the hospital. The process
begins when the patient walks in at the physician’s clinic. The patient is then expected to sign in
at the receptionist’s desk. At the signing of the stage, the patient documents his or her name, age,
contact details and the reason for seeing the physician among other details. The patient proceeds
to the physician’s office where the physician attends to the patient. The physician asks for the
patient’s symptoms where he is then able to diagnose the problem. The treatment offered
involves getting a flu shot from the physician. The patient proceeds to the administrator’s office
where he or she pays for the services. The patient can choose to indicate the method of payment

SERVICE PROCESS IMPROVEMENT

3

which may be cash, credit or health insurance payment. The patient proceeds to leave the
physician’s business after clearing the process. This process is ho...


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