Service Quality Improvement via the Map of Value Stream: Case Study of Al-Wahda Alley Health Center in Diwaniya | ||
| AL-Qadisiyah Journal For Administrative and Economic sciences | ||
| Article 1, Volume 17, Issue 4, December 2016, Pages 50-59 PDF (0 K) | ||
| Authors | ||
| Faris Jabbaz Shalash; Zahraa Samir Yosif | ||
| Abstract | ||
| The map of value stream is one of the important topics today especially in service work environment because promote such work to present the best health services to achieve work fluency through waste identification and wastely, which in turn improves the efficiency of the service given to the patients. The study adopts case study approach to investigate Al-Wahda Alley health center. Data and information were collected through the actual field observing, interviewing physicians and officials and documenting the current processes of a sample of 15 outpatients divided over 8 units in the health center. A number of appropriate statistical methods used to identify the extent of the efficiency of the given service and task performance by the available staff in order to relief the suffering of the outpatients and the staff by means of reducing value non-adding activities. The study comes with some conclusions such as the negative impact of long waiting time of the outpatients due to staff scarcity compared to the huge number of the patient; The study ends with a number of recommendations, such as: the necessity of providing medical staff in the center in order to reduce waiting times and staff efforts to ensure provising the best service. | ||
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