Process improvement in a radiology department

Akdağ, Hatice Camgöz; Beldek, Tuğçe

doi:10.1108/bpmj-03-2019-0109

Cited by 7 publications

(7 citation statements)

References 16 publications

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“…Scholars have employed various methods to measure the level of quality in these departments. Some of the methods used for this purpose are 6δ (Bonilla et al, 2008;Frankel et al, 2005;Rosier et al, 2020;Taner et al, 2012), Value Stream Mapping (VSM) (Camg€ oz-Akda g et al, 2018;Improta et al, 2018;Laberge et al, 2013;van der Sluijs et al, 2019;Swancutt et al, 2017;Towbin et al, 2017), Plan-Do-Study-Act (PDSA) (Breckner et al, 2018;Gjolaj et al, 2016;Lipshutz et al, 2008;Newcombe and Fry-Bowers, 2018), and ISA (Aeyels et al, 2018;Lee, 2016;Shieh, 2010;Shieh et al, 2019;Wu and Hsieh, 2012). One of the major methods that have been repeatedly applied to assess the level of excellence in healthcare subdivisions is QFD (Abdelsamad et al, 2018;Gremyr and Raharjo, 2013;Joshi and Bhargava, 2019;Luschi et al, 2016;Rahimi et al, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

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An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Gavahi

Hosseini²,

Moheimani³

2022

BIJ

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PurposeMeeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an efficient utilisation of health services can provide that purpose. This study aims to develop a quantitative assessment framework for radiology centres as a vital section in healthcare to translate the patients' requirements into service quality specifications. This would help to achieve quality improvement by emphasising the voice of customers.Design/methodology/approachA literature review is conducted to specify the service quality criteria and the patients' requirements related to healthcare and hospitals. Based on the experts' opinions, these criteria and requirements are later customised for the radiology centres. Moreover, the requirements are categorised into five dimensions of SERVQUAL. The interrelations between service elements are also determined through expert group consensus using Pearson correlation. Afterwards, by applying the QFD method, the relations between the requirements and criteria are explored. Additionally, a customer satisfaction survey is executed in Tehran public hospitals to prioritise these requirements and provide an importance-satisfaction analysis.FindingsBased on the result of the case study, service elements are prioritised for improvement, and practical suggestions are provided using the Delphi technique for quality improvement. In addition, a cause-and-effect diagram is presented to highlight the improvement area and provide enhancement suggestions.Originality/valueThis study is the first empirical attempt to benefit from the VOC in evaluating and enhancing the quality of service delivered to radiology patients. In doing so, the study applies a hybrid approach of QFD and SERVQUAL as well as other tools to highlight the improvement area and provide enhancement suggestions. The findings can be readily used by the practitioners.

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Section: Literature Reviewmentioning

confidence: 99%

“…, 2020; Taner et al. , 2012), Value Stream Mapping (VSM) (Camgöz-Akdağ et al. , 2018; Improta et al.…”

Section: Literature Reviewmentioning

confidence: 99%

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Gavahi

Hosseini²,

Moheimani³

2022

BIJ

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“…However, as seen in its application to the field of development (Tuli & Shankar, 2015;Tyagi et al, 2015) and to procurement, logistics, and transportation (Aamer, 2018;Garza-Reyes et al, 2016;Gutierrez-Gutierrez et al, 2016;Stadnicka & Ratnayake, 2018;Villarreal et al, 2016). VSM is also being applied to non-manufacturing industries such as health care (Camgöz-Akdağ & Beldek, 2019;Camgöz-Akdağ et al, 2017;Henrique et al, 2016;Xie & Peng, 2012) and service organizations. For example, in…”

Section: Worthy Of Note Inmentioning

confidence: 99%

“…Ajaefobi, Weston, & Ratchev, 2012;Basu & Dan, 2014;Ben Fredj-Ben Alaya, 2016;Bertolini, Braglia, Romagnoli, & Zammori, 2013;Braglia, Carmignani, & Zammori, 2006;Camgöz-Akdağ & Beldek, 2019;Camgöz-Akdağ, Çalişkan, & Toma, 2017;Carmignani, 2017;Chen, Li, & Shady, 2010;Chiarini, 2011;Choudhary, Nayak, Dora, Mishra, & Ghadge, 2019; Chowdary & George, 2011; Coronado & Lyons, 2007; Cottyn, Van Landeghem, Stockman, & Derammelaere, 2011; Dinis-Carvalho, Guimaraes, Sousa, & Leao, 2019; Dinis-Carvalho, Moreira, Bragança, Costa, Alves, & Sousa, 2015; Green, Lee, & Kozman, 2010; Gutierrez-Gutierrez, de Leeuw, & Dubbers, 2016; Henrique, Rentes, Filho, & Esposto, 2016; Hines & Rich, 1997; Hodge, Goforth Ross, Joines, & Thoney, 2011; Holweg, 2005; Jasti & Sharma, 2015; Jiménez, Tejeda, Pérez, Blanco, & Martínez, 2012; Lacerda, Xambre, & Alvelos, 2016; Librelato,Lacerda, Rodrigues, & Veit, 2014;Liu & Ming, 2019;Matt, 2014;Nagaraj, Jeyapaul, Vimal, & Mathiyazhagan, 2019;Nepal, Natarajarathinam, & Balla, 2011;Powell, Lundeby, Chabada, & Dreyer, 2017;Raghavan, Yoon, & Srihari, 2014;Ramesh & Kodali, 2012;Ratnayake & Chaudry, 2017;Ray & John, 2011;Serrano Lasa, Laburu, & de Castro, 2008;Serrano Lasa, Ochoa, & de Castro, 2008;Serrano Lasa, de Castro, & Laburu, 2009;Seth & Gupta, 2005; …”

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confidence: 99%

Function of value stream mapping in operations management journals

Fukuzawa

2020

ABAS

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Studies of the value stream mapping (VSM) in Western journals report that leveraging VSM as a lean tool results in performance improvements. However, in these articles, VSM is functioning as a tool for partial optimization, attempting to identify and resolve bottlenecks in individual functions and divisions, primarily in production activities. For that reason, the greater the degree to which VSM underpins success, the more it deviates from the original essence of lean production and flow management, promoting overall optimization by focusing on the flows across the value chain, and potentially leading to poorer performance in the overall value flows up to the customer.

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“…The first phase deals with the application of VSM inside the general warehouse (Abdoli et al , 2017; Tran, 2015; Wessman and Bärring, 2014; Dotoli et al , 2012) and in logistics (Chiarini, 2013; Kuhlang et al , 2011; Hines et al , 1999), while the second phase deals with the flow of drugs and other equipment in medical institutions such as hospital, nursing home, clinics etc. (Régis et al , 2019; Camgoz-Akdag and Beldek, 2019; da Silva et al , 2015; Bhat et al , 2014; Xie and Peng, 2012).…”

Section: Introductionmentioning

confidence: 99%

Development of supply chain value stream map for government-supported drug distribution system

Dixit

Routroy

Dubey

2021

IJQRM

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PurposeThe requirement of high-quality government-supported healthcare services has necessitated the significance of recognizing new management practices to enhance patient satisfaction. Hence, the purpose of this study is to address the patient's enhanced custom needs through the implementation of supply chain value stream mapping (SCVSM) in government-supported drug distribution system (DDS) for enhanced patient's satisfaction.Design/methodology/approachThis study elucidates the role of one popular emerging management technique (i.e. SCVSM) in the healthcare sector by an investigative case study. The DDS in Rajasthan (India) was selected for this study. The data for this analysis were gathered in three ways (i.e. direct observation, documentary analysis and semi-structured interviews).FindingsThe outcome of this current study reveals that it is possible to apply the tool (SCVSM) to investigate the wastes in DDS to deliver the medicines at right time, right quantity and right quality. The application of SCVSM concluded that the various Kaizens (areas needed to improve) in lead time; transportation and routing should be adopted. The study further implemented kaizen on the current SCVSM and developed future SCVSM.Research limitations/implicationsAlthough various stages and functions exist in the healthcare supply chain, the current study is focused on the distribution system of drugs. The proposed approach provides a platform for both researchers and academicians to understand the existing DDS and to implement the SCVSM approach in the healthcare environment. The results show that the proposed SCVSM model is able to identify some operational bottlenecks and wastes which interfere in DDS.Originality/valueIt was observed that limited literature related to lean implementation on DDS and implementation of SCVSM on the healthcare environment in general and government-supported or public in specific are available. The current study on the application of SCVSM in DDS is unique in nature and will definitely add value to the existing literature of the application of value stream mapping (VSM) on the healthcare supply chain management field.

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Process improvement in a radiology department

Cited by 7 publications

References 16 publications

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Function of value stream mapping in operations management journals

Development of supply chain value stream map for government-supported drug distribution system

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