服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_07 Process_new.doc

Chapter 7 Process Improvement Chapter 7 Process Improvement PAGE 110 PAGE 107 PAGE 106 CHAPTER 7 PROCESS IMPROVEMENT TEACHING NOTE This chapter focuses on acquiring the tools of quality and productivity analysis to achieve continuous improvement. The philosophy of continuous improvement is illustrated by the Deming wheel or PDCA (Plan, Do, Check, Act) cycle. Organizational quality programs are discussed including the new focus on lean six-sigma. Data Envelopment Analysis, a computer model for measuring service productivity is found in the chapter supplement. SUPPLEMENTARY MATERIALS Michael Brassard and Diane Ritter, The Memory Jogger II, 2nd. Ed. GOAL/PPC, Methuen, MA, This pocket guide contains quality and continuous improvement tools for quick reference including a section on team building, and new charts, detailed diagram samples, and a case study. The guide is available at /shop_products_detail.cfm?PID=1085 and from . Case: Paediatric Orthopaedic Clinic at the Childrens Hospital of Western Ontario (HBS: 908D01-PDF-ENG) The chief of paediatric orthopaedic surgery was very concerned by the long times that the young patients (and their parents) were experiencing in the orthopaedic clinic. Long wait times tended to aggravate the already pent-up distress and concern that the patients were facing. The chief glanced at recently collected data on service times and wondered how the process could be improved, while continuing balancing budgetary pressures to reduce costs. A monthly executive meeting was fast approaching and expectations were starting to run high that her efforts might be able to spur improvements in other departments too. (process improvement, process flow, health care) Case: Florida Power and Light’s Quality Improvement Program (HBS case 9-688-043) This case describes the continuous quality and process improvement program that inspired the Baldrige National Quality Award. Florida Power is the only U.S. Company to win the co