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2007 Lab Institute/Lessons Learned: Lean Six Sigma and Balanced Scorecard Graphics/Other/Froehling/082007_Froehling_G2Presentation.ppt
Key Focus of Lean Six Sigma Deployment in Services Focus of Lean Six Sigma Deployments in Services Value creation through: Effective resolution of problem. Timeliness of solution. Responsiveness to process breakdown.
Key expectations of value-added services are related to:
Effectiveness of problem resolution (quality of report, electronic vs. paper report, etc.). Timeliness of resolution (reporting turnaround time).
High Structure Classical Six Sigma and/or classical Lean Challenge to improve crossfunctional processes High Structure Hybrid Lean/Six Sigma Challenges to improve cross-functional processes
Lessons Learned: Lean Six Sigma and Balanced Scorecard
Hans Froehling, DBA/CMBB, Senior Consultant
©2007 Chi Solutions, Inc. Proprietary and Confidential.
Manufacturing
Flexible Structure Classical Six Sigma and/or classical Lean High opportunity to improve cross-functional processes Flexible Structure Hybrid Lean/Six Sigma
Two levels of services:
Value-added service: The primary reason for delivering a service is to resolve a key problem of the customer–clinical report of test results to support the diagnosis of a patient. Service failure recovery: Breakdown of the “value-added service” results in investigations that are handled by “customer service.”
Key Drivers of Value Satisfaction in the Outreach Lab Industry
Timeliness Timely Report/Bill Effectiveness Accurate Report/ Bill Responsiveness Quick Problem Resolution
Key Elements of Lean Six Sigma Deployment Key variables that affect Deployment Strategy
Manufacturing vs. Service. Size of the organization.
Key decisions
Satisfaction With Value
Loyalty
Findings Based on Large-Scale Study in the Outreach Business
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2007 Lab Institute/Lessons Learned: Lean Six Sigma and Balanced Scorecard Graphics/Other/Froehling/082007_Froehling_G2Presentation.ppt
Effective Patient Care
Satisfaction With Value
Байду номын сангаас
Findings based on voice of customer Interviews in 14 hospitals
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2007 Lab Institute/Lessons Learned: Lean Six Sigma and Balanced Scorecard Graphics/Other/Froehling/082007_Froehling_G2Presentation.ppt
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2007 Lab Institute/Lessons Learned: Lean Six Sigma and Balanced Scorecard Graphics/Other/Froehling/082007_Froehling_G2Presentation.ppt
Key Factors Affecting the Deployment of Lean Six Sigma
Key Drivers of Value Satisfaction in the Hospital Lab Industry
Timeliness Report in Chart When Physician Sees Patient Effectiveness All Test Results in One Chart and Accurate Responsiveness Quick Access to Lab
SERVICE Intangible Inputs of customer at point of service delivery are critical Service delivery transparent Service cannot be inventoried
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PRODUCT Tangible Inputs from customer segment are based on a design process Production not transparent Product can be fully inventoried
Additional key expectation for second-level “customer services” are related to:
Responsiveness to service breakdown (Customer Inquiry via Customer Service).
Lean Six Sigma and Services/Organizational Size
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2007 Lab Institute/Lessons Learned: Lean Six Sigma and Balanced Scorecard Graphics/Other/Froehling/082007_Froehling_G2Presentation.ppt
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2007 Lab Institute/Lessons Learned: Lean Six Sigma and Balanced Scorecard Graphics/Other/Froehling/082007_Froehling_G2Presentation.ppt
Lean Six Sigma and Value of Services
Overall strategic approach to deployment. Approach to project selection. Criteria for project selection. Roles and responsibilities. Curricula and training. Employee involvement.
Effective deployments are determined by two key factors: Manufacturing vs. Service Organization Large vs. Mid-sized or Small Organizations Large Organization
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2007 Lab Institute/Lessons Learned: Lean Six Sigma and Balanced Scorecard Graphics/Other/Froehling/082007_Froehling_G2Presentation.ppt
Strategic Deployment of Lean Six Sigma
Intent of this Presentation
Learn the key drivers of value satisfaction in the services sectors and how they translate into the laboratory sector. Learn the key differences between products and services and their impact on tools used in Manufacturing vs. Services Lean Six Sigma deployments. Learn how to strategically tie Lean Six Sigma project selection to key value drivers of physicians in the outreach and hospital businesses via Balanced Scorecard or Theory of Constraints. Learn the key lessons learned for an effective deployment of Lean Six Sigma in an organization. Learn where Lean Six Sigma is heading over the next years.