Essay three. Explores the call in process to outpatient clinics. An organization with 4 clinics and an overflow facility is analyzed with simulation models and historic phone logs to assess performance levels at the facilities. Clinics may have the capacity to handle the calls, but variation in phone system performance is largely a result of responsiveness and availability of staff members to answer the phones. The most successful facility provides detailed performance benchmarks and coaches employees to improve. Medical facilities that rely on workers to multitask need to have assessment tools similar to larger call centers.For this, we needed to: (a) collect real data for different task times, (b) develop and validate a simulation model, ... Data Collection and Simulation Modeling Actual data was collected for the distribution of task times for the major steps in theanbsp;...
|Title||:||Essays on Operational Efficiency in Service Operations: Applications in Health Care|
|Publisher||:||ProQuest - 2007|