Operations and Supply Chain Management 9th edition
9th Edition
ISBN: 9781119320975
Author: Roberta S. Russell, Bernard W. Taylor III
Publisher: WILEY
expand_more
expand_more
format_list_bulleted
Videos
Textbook Question
Chapter 3, Problem 49P
Metropolitan General Hospital is a city-owned and–operated public hospital. Its emergency room is the largest and most prominent in the city. Approximately 70% of emergency cases in the city come or are sent to Metro General’s emergency room. As a result, the emergency room is often crowded and the staff is overworked, causing concern among hospital administrators and city officials about the quality of service and healthcare the emergency room is able to provide. One of the key quality attributes administrators focus on is patient waiting time-that is, the time between when a patient checks in and registers and when the patient first sees an appropriate medical staff member. Hospital administration wants to monitor patient waiting time using statistical process control charts. At different times of the day over a period of several days, patient waiting times were recorded at random with the following results:
- a. Develop an x-chart to be used in conjunction with an R-chart to monitor patient waiting time and indicate if the process appears to be in control.
- b. The city has established a requirement that emergency room patients have a waiting time of 25 minutes ±5 minutes. Based on the results in part (a), is the emergency room capable of meeting this requirement with its current process?
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
Discuss the actions companies can implement to minimize the potential negative impact of service variability on the delivery of customer service.
In a car manufacturing company, an automated painting process has been introduced, and the quality assurance team suspects there might be issues that require investigation. The team decides to conduct a root cause analysis to identify potential problems. Through the root cause analysis and further investigation, it appears that the drying time of the paint in minutes is affecting the overall quality of the finish. The aspect they need to examine is the variation in drying time across different colours of paint.
Considering the ongoing concerns in the painting process, the team chooses to collect a sample of six drying time measurements every 20 minutes from various colours of paint. The recorded drying time values for a day's production are presented in Table 1. A total of 10 sets of measurements, each consisting of six drying time values in minutes, have been collected. Each time a set of measurements is taken, the individual drying time values are recorded.
Table 1: Drying Time…
Identify 25 key benchmarks for hospitals within the U.S. healthcare system. Align the benchmarks into one of the three broad categories – quality, operations, and financial. If you feel the benchmark doesn’t align with these three categories, please fill in which category you would place it in. You must have at least 5 benchmarks in each broad category. Then identify the industry standard, whether the mean or median (each metric is different), and record them in a table format similar to the template provided in Table 1 (see Appendix). This is an example of identifying industry best practices and aligning healthcare facilities with evidence-based outcomes. Make sure you identify a true benchmark and not just an operating statistic.
Example, the total number of beds or outpatient visits is not a benchmark. A better example of a benchmark would be “cost per bed”, or “revenue per outpatient visit.” You may not be able to find a metric for some benchmarks, but if you combine…
Chapter 3 Solutions
Operations and Supply Chain Management 9th edition
Ch. 3.S - Prob. 1QCh. 3.S - Prob. 2QCh. 3.S - Prob. 3QCh. 3.S - Prob. 4QCh. 3.S - Prob. 5QCh. 3.S - Prob. 6QCh. 3.S - Prob. 7QCh. 3.S - The Great Lakes Company, a grocery store chain,...Ch. 3.S - Prob. 2PCh. 3.S - Prob. 3P
Ch. 3.S - The Fast Break Computer Company assembles personal...Ch. 3.S - Prob. 5PCh. 3 - Using Sampling and Statistics to Analyze...Ch. 3 - Prob. 2.1ASCCh. 3 - Prob. 3.1ASCCh. 3 - Prob. 4.1ASCCh. 3 - Prob. 5.1ASCCh. 3 - Prob. 1QCh. 3 - Prob. 2QCh. 3 - Prob. 3QCh. 3 - Prob. 4QCh. 3 - Prob. 5QCh. 3 - Prob. 6QCh. 3 - Prob. 7QCh. 3 - Prob. 8QCh. 3 - Prob. 9QCh. 3 - Prob. 10QCh. 3 - Prob. 11QCh. 3 - Prob. 1PCh. 3 - Prob. 2PCh. 3 - Prob. 3PCh. 3 - Prob. 4PCh. 3 - Prob. 5PCh. 3 - Prob. 6PCh. 3 - Prob. 7PCh. 3 - Prob. 8PCh. 3 - Prob. 9PCh. 3 - Prob. 10PCh. 3 - Prob. 11PCh. 3 - Prob. 12PCh. 3 - Prob. 13PCh. 3 - Prob. 14PCh. 3 - Prob. 15PCh. 3 - Prob. 16PCh. 3 - Prob. 17PCh. 3 - Prob. 18PCh. 3 - Prob. 20PCh. 3 - Prob. 21PCh. 3 - Prob. 22PCh. 3 - Prob. 23PCh. 3 - Prob. 24PCh. 3 - Prob. 25PCh. 3 - Prob. 26PCh. 3 - Prob. 27PCh. 3 - Prob. 28PCh. 3 - Prob. 29PCh. 3 - Prob. 30PCh. 3 - Prob. 32PCh. 3 - Prob. 33PCh. 3 - Prob. 34PCh. 3 - Prob. 36PCh. 3 - Prob. 37PCh. 3 - Prob. 38PCh. 3 - Prob. 39PCh. 3 - Prob. 40PCh. 3 - Elon Corporation manufactures parts for an...Ch. 3 - Prob. 42PCh. 3 - Prob. 44PCh. 3 - Prob. 45PCh. 3 - Prob. 46PCh. 3 - Prob. 47PCh. 3 - Metropolitan General Hospital is a city-owned...Ch. 3 - Prob. 50PCh. 3 - Prob. 51PCh. 3 - The Shuler Motor Mile is a high-volume discount...Ch. 3 - Prob. 1.1CPCh. 3 - Prob. 2.1CPCh. 3 - Improving Service Time at Daves Burgers Daves...
Additional Business Textbook Solutions
Find more solutions based on key concepts
••• 4.13 As you can see in the following table, demand for heart transplant surgery at Washington General Hospi...
Operations Management
The best fits using exponential smoothing, trend analysis, and linear regression for the given data. Introducti...
Principles of Operations Management: Sustainability and Supply Chain Management (10th Edition)
The schedule Dr. Barr set up worked well at the clinic where she was a resident. What are some of the reasons w...
Operations Management, Binder Ready Version: An Integrated Approach
What is precedent, and how does it affect common law?
Business in Action
1. Based on the descriptions and analyses in this chapter, would Boeing be better described as a global firm or...
Operations Management: Sustainability and Supply Chain Management (12th Edition)
Create an Excel spreadsheet on your own that can make combination forecasts for Problem 18. Create a combinatio...
Operations Management: Processes and Supply Chains (12th Edition) (What's New in Operations Management)
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- The sales manager of STC Telecommunication Company, conducts interviews of the sales representatives. During the interview, these questions were asked from the sales representatives which are related to the performance of their job: the percentage of the time spent in making presentations to new potential customers, telephone conversation with current customers, time spent working on the computer, and engaging in on- the job activities. What potential sources of error might be associated with the manager’s line of questioning specifically on the different tasks performed by the sales representatives?arrow_forwardHow might ISO and six-sigma concepts help to improveservice quality in logistics operations?arrow_forwardEmirates Airline As one of the largest and most successful airlines in the world, Emirates has built a reputation for providing high-quality service to its customers. However, the company has recently faced several challenges in terms of service operations management. One of the main challenges that Emirates has faced is the issue of flight delays and cancellations. The airline operates a large fleet of aircraft and flies to destinations around the world, making it susceptible to a variety of operational challenges such as bad weather, air traffic control delays, and maintenance issues. These challenges have led to flight delays and cancellations, which have had a negative impact on the airline's reputation and customer satisfaction. Another challenge that Emirates has faced is the issue of overbooking. As the airline's popularity has grown, the demand for seats on its flights has also increased. However, the company has not always been able to match the supply of seats with the…arrow_forward
- Coca-Cola Bottling Unit (CCBU), a soft drinks manufacturer and distributor, is based in Lambeg, Northern Ireland. The company employs over 400 people, and has 14,000 customers. The service support team deals with a range of incoming calls that include complaints, orders, enquiries, delivery, and pricing. The decision to install a single customer service touch point dates back to 1996 when a customer satisfaction survey indicated that although customers generally felt they were receiving good service, they wanted a single contact point for customer service. If you were marketing executive of Coca-Cola, how do you solve this problem? Please answer according to "Customer Relationship Management Concepts and Technologies" by third edition of Francis Buttle and Stan Maklan's book with not less than three pages.arrow_forwardHow can organizations optimize system performance through the implementation of automated monitoring and alerting systems? Provide practical examples.arrow_forwardCreate a service blueprint of the procedure andidentify opportunities for improvement.arrow_forward
- Sandra Price, Ph.D. is the C.E.O. of a private research and consulting practice. Over the years she has gained considerable experience in conducting evaluations and needs assessments in a variety of social service areas--e.g., educational programs, services for the elderly, alcohol treatment services, and programs for the mentally impaired. A former client for whom she recently completed a study approached her for some additional consulting work. The previous study involved determining the needs for graduated living environments for the elderly in their rural community. Dr. Price recognizes the importance of maintaining a good reputation since much of her work comes from previous clients who have been satisfied. At this time, however, Dr. Price has pressing commitments to other clients/projects. This new request, although it still related to the elderly population, was outside of the realm of her specific expertise. The client requested that Dr. Price gather data and make economic…arrow_forwardAssignment related to Aviation Explain Recovery procedures, the challenges faced in case of emergencies within &outside of the airport, and their solutionsarrow_forwardWhich is more useful for the analysis of communications signals, time domain observations or frequency domain observations? Explain.arrow_forward
- Draw at least one service blueprint of your visit to the restuarant business service.arrow_forwardI'm the director of the hospital, and Joint Commission cited my hospital with extended emergency department wait time of 6.5 hours (the national average is 4.7) and Patient dissatisfaction because of not being treated with respect by the staff. For the solutions, I came up with 3 recommendations. Recommendation 1: Fast-Track Area Recommendation 2: Mandated Customer service training Recommendation 3: urgent care near the emergency department Discuss how if this is implemented can bring improvement in the Wait-time and patient dissatisfaction in the emergency department in detailarrow_forwardIdentify and explain any FIVE service quality dimensions with ONE example from each dimension.arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
Process selection and facility layout; Author: Dr. Bharatendra Rai;https://www.youtube.com/watch?v=wjxS79880MM;License: Standard YouTube License, CC-BY