Lean Six Exam #2

Comprehensive vocabulary flashcards covering Lean Six-Sigma fundamentals, Evidence-Based Medicine, the DMAIC framework, Define phase tools (SIPOC, charters, process mapping), and Measure phase techniques (VOC, VOP, Kano Model, Pareto analysis, histograms, and run charts).

DMAIC

A structured performance improvement approach comprising Define, Measure, Analyze, Improve, and Control.

System for achieving organizational objectives by identifying opportunities, and improvements.

Focus on Value

Aims at creating products and designing processes to enhance patient satisfaction.

Healthcare processes often seem constructed for the convenience of providers rather than the satisfaction of patients.

Avedis Donabedian, M.D.

A physician and healthcare quality pioneer who, upon experiencing care as a patient, observed weak planning, lack of responsibility, poor coordination, and inadequately trained staff, noting that healthcare quality is often confined to technical execution while interpersonal relations receive superficial attention.

Evidence-Based Medicine (EBM)

A systematic approach to clinical problem solving that integrates the best available research evidence with clinical expertise and patient values.

Traditional Medical Practice

Relying on unsystematic observations based on a provider’s experience and understanding of disease processes and pathophysiologic principles.

Value Streaming

Health Care is challenged by lack of defined processes. Treatment and outcomes vary enormously.

Goal of EBM

To ensure the best treatment are rendered when there is clear evidence that one

treatment produces better outcomes than other alternatives.

Problems with Healthcare

• Relies on people to produce services for individual patients with unique needs whose behavior often determines the outcome of care.

• Hard to measure quality of service (how it is delivered)

• Hard to measure the product – What is delivered

OHIO

only handle it once

Administrative & Support

• Optimizing the administrative function should increase employee satisfaction.

• Healthcare workers cite dissatisfaction with the distribution of their time between patients and paperwork.

• More time we spend on “worthwhile” tasks will not only improve employee moral – more patients to be seen.

HCB Pull System

seeks to ensure nothing is produced until needed to minimize overproduction and inventory (surgery work would not begin until there is a clear call for a good or service).

HCB Push System

Starts the process by ordering inputs from suppliers. After these are received the inputs are pushed into production or put in inventory.

Define

Seeks to identify the critical success factors. The things that must perform properly to achieve an end.

(CTS) – critical to success

(CTQ) – critical to quality

(CTT) – critical to timeliness

(CTC) – critical to cost

Measure

Documents the size and scope of opportunities and problems and identifies the metrics that should be communicated to action takers.

Analyze

Identifies the causes of lower than desired performance

Improve

Identifies methods to increase performance

Control

Evaluates the results of pilot programs and makes changes to improve the processes.

DMAIC Goal

Ensure every step required to produce a customer-pleasing good or service works seamlessly with its preceding and succeeding steps.

Define - 5 Step Process

1. Identify project and stakeholders

2. Assemble performance improvement team

3. Develop project charter

4. Create project plan

5. Create voice of the customer (VOC) and voice of the process (VOP) data collection

Long term goal of lean six sigma

To move employees from reacting to problems to actively seeking improvement opportunities

Stakeholders

• Should be identified – are people with an interest in operations

• Impact on them measured

• Different stakeholders provide different insight

• Without their support the organization will cease to exists

• Include customers, employees, investors, suppliers, creditors, the community, and regulators