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MGT-655 Operations Management Assignment - Grand Canyon University, USA
Assignment - Prepare a Process Improvement Project on RadNet Management Inc.
Answer - Process Improvement Project- Phase I
1. Quality tool Analysis
Rad Net Management center is one of the famous radiology business in the healthcare industry. The primary purpose of a healthcare center is to improve the quality of care and ensure the satisfaction of patients (Berkowitz, 2016). The rad management Inc. during last few years facing a problem related to waiting time as well as the quality of healthcare. The patient's complaints that the quality of care is decreasing and waiting time to check-in patients has been increased. The problem regarding waiting time to check-in patients has been increased, and it negatively affects the quality of care of the center and patients. The diagram is proposed to address the problem efficiently and effectively.
The current flow chart of the problem is given below,
Exhibit A- Flow Chart of Problem
1. Problem
The problem is the patients of Rad Net management Inc. center facing problem-related to waiting time and increasing complaints about the quality of work.
2. Reasons
i. The primary reason behind the problem isa limited number of the front desk in centers. The patients' needs sign-in sheets to get the order.
ii. Another primary reason for the problem is a long process. The patients enter in the center, they have to sign in the sheets and will be waiting for the call.
iii. The patients then go back to the front desk and need to register itself.
iv. The patient needs to wait to be called by a radiology department for examination.
v. The paperwork process is very lengthy and complex, which requires time to complete.
The patients were facing these difficulties because of the limited availability of front desks. Moreover, the problem significantly affects the quality of care of the patients. The different tools being used to address the problem. The cause and effect diagram of the problem is given below,
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Exhibit B- Cause and Effect Diagram
|
Services Rendered
- Cost of materials and supplies
|
Machines
- Limited machine for patient examination
- Lack of interne and server
- Lack of scheduled maintenance
|
|
Patients
- lack of proof insurance or ID
|
Desk personnel
- Lack of training and management
- Lack of customer service attitude
- Lack of implementation of new policies and regulations
|
In order to find the reasons behind the problem, a survey has been conducted. The survey contains a set of questions, and it has been asked from people. The survey will be conducted from a sampling unit based on random patients. The cause and effect diagram explained that the primary reason behind the problem is limited front desks office. Long hours of operations is another primary reason behind the long waiting time. The survey will be conducted by using qualitative tools. The qualitative tools would be used to examine the patient's thoughts and other personnel management by conducting an interview. The interview will be conducted to management personnel and examine the primary reason behind the problem. Through interviews, the data will be collected and then analyze.
The qualitative tools would be more successful in finding the reason forthe long wait time. The qualitative tools would be a more detail way of gathering information about the problem. Moreover, the qualitative tools will be helpful to find the solution to the problem in a more effective way. The qualitative tools would be more focuses on finding a solution and reduce the patient's complaints - the patients mostly complaint about wait times in medical centers. The solution regarding the problem can be made after successfully identify the stakeholders.
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2. Analysis of Stakeholders
The stakeholder analysis is very essential to findinga solution to the problem. The power grid stakeholder analysis has been given below,
The upper management found a solution regarding the problem. The problem can be solved by implementing new policies and changes after the upper management approval. For example, the problem of a limited number of front desks office can be overcome by increasing the number of front office desks. The more will be front office desks; the lesser will be waiting time of the patient. The more will be front office desks; the easier will be the documentation process. However, for the approval of this solution, the involvement of stakeholders is very compulsory. The above stakeholder's grid explains the stakeholders who are responsible demonstrate the new tactics and implementation of new policies.
The stakeholders are divided on the basis of interests and power. Dr. Howard G. Berger is the Co-founder of Red Net (BOARD OF DIRECTORS, 2019). Such as the CEO is one who has the majority of shares in the company, and he is responsible for making a final decision. In the given situation, the CEO will make the final decision regarding the implementation of new policies. Similarly, the CFO of the company examines and financial oversight functions. He informed upper management about how much finance is needed to implement a policy or solution for a problem. The QA department members manage and analyze the quality of the decision which is going to implement. They involve in the actual performance of the decision. The COO is responsible for operating functions of the organization. He is responsible for makinga budget, needed cost, and new training programs. The workers who sit at front office desks they should be expert. For this purpose, a training session will be arranged, and the skills of the workers will be enhanced. For the implementation of the new policy, the approval from all these stakeholders is a must.
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