Shouldice paper Final

8/10/2019 Shouldice paper Final

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Shouldice Hospital

3/21/12

MGT 6400 Management of Business !ocesses and "pe!ations#!$ G!ad% S$ &o!'

&ello( Team)*eanie +eume%e!aul Thompson,!%stle G!ogan

Mia Hughes-allan -aul'ne!

.mie Sistad

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Table of Contents

INTRODUCTION 3

PROCESS/ PROJECT ANALYSIS 5

TH+T"SS 7#+T-.T"+"-THSSS +TG.T"+SSS 5

QUALITY 10

-"M.+ 10-.TS 11.BT&/ #.BT& 11S7.BT& 11.STHTS 127#8.T& 12COSTSOFQUALITY 12

..S."STS 127+T"+"STS 13+T+.-."STS 139T+.-."STS 13POKAYOKES 14

GOALS AND OBJECTIVES 14

RECOMMENDATIONS 1

COURSE OF ACTION 22

RESULTS AND OUTCOMES 24

!ORKS CITED 27

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INTRODUCTION

Shouldice Hospital: in "nta!io: anada: is (ell 'no(n in +o!th .me!ica fo! its specialt% in

e;te!nal he!nia !epai!s$ #!$ a!le Shouldice de


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.s fo! ShouldiceFs ma!'et segment: it is an e;pe!t in the field: and the fact that Shouldice accepts

Jno!mal/p!ima!% inguinalF and st!ategicall% onl% a minimal case of seconda!% su!ge!ies to a


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The!e a!e a fe( challenges facing Shouldice (ith the main p!o?lem ?eing ?ed capacit%: and the

second ?u!den is the patient ?ac'log$ #ue to the high demand of Shouldice Hospital: the (aiting list is

a!ound 2:400: inc!easing ?% 100 e


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To att!act and !etain the highest =ualit% su!geons: nu!ses: and administ!ati


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T"# C$%%#&' P%()#**

The cu!!ent p!ocess has th!ee phases$ The fi!st phase consists of acti


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.fte! the ope!ation: patients spend thei! !emaining time at Shouldice !eco


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and is not e;pe!iencing an% !elated discomfo!t @*ones: 2011A$ ega!dless of the specific !eason: a

p!ofita?le oppo!tunit% to pe!fo!m su!ge!% is lost each time one of these patients is tu!ned a(a% afte! the

!esult of thei! p!elimina!% e;amination$ Shouldice (ould ?enefit g!eatl% f!om minimiKing this !is'$

I&'#,%-'.(& I**$#*

Shouldice Hospital has ?een


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"ne last integ!ation issue !elates to the sc!eening p!ocess (hen a pe!son is t!%ing to ?ecome a

Shouldice patient$ ong distance patients must su?mit a medical =uestionnai!e ?% mail that is then

!e


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g!eatl% adds to the le


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indefinitel% to all alumniI patients f!ee of cha!ge$ ustome!s feel as though thei! futu!e (ellC?eing is of

the utmost impo!tance to Shouldice Hospital$ The% do not ha


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to dete!mine if a he!nia e;ists and if so (hat t%pe$ The =uestionnai!e also allo(s the docto! to decide

(hethe! o! not a patient is eligi?le fo! the su!ge!% ?ased on othe! health issues such as a hea!t condition o!

?eing o


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cost fo! Shouldice is its indefinite f!ee annual chec'ups fo! its past patients$ This is a


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the!e?% dec!easing the e;cess demand on the (aiting list$ Shouldice should st!ie

(ould li'e to see Shouldice significantl% !educe this num?e! to 1 pe!cent o! less (ee'l%$ The!e should ?e

a 55$5 pe!cent chance that all patient su!ge!ies a!e pe!fo!med as scheduled$ mp!o


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The final goal to ?e achie


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and ma'e use of ne( technolog% o! techni=ues that accele!ate the !eco


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the ne( method is ?eing tested and going fo!(a!d afte! the ne( p!ocess is full% implemented$ t is al!ead%

p!otocol fo! the p!ocedu!e to ?e e;plained to patients: so the most challenge ma% come f!om (ho a!e

ope!ated on du!ing the initial pe!iods$ Getting ee !ecommend adusting the scheduling so that all standa!d

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he!nia su!ge!ies a!e pe!fo!med on Monda%s: Tuesda%s: Thu!sda%s: and -!ida%s$ n conunction (ith

shaednesda%s to schedule onl% !ecu!!ent o! comple; su!ge!ies each (ee'$ "n >ednesda%s: the hospital

(ill ?e a?le to pe!fo!m the fe(est num?e! of su!ge!ies due to !eaching the ma;imum num?e! of aednesda% allo(s the

su!geons to ?e finished (ith su!ge!ies ?% 11)00 .M$ n fact: ne( patients can sta!t a!!i


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Implement Saturday Sur"eries

The thi!d !ecommendation to Shouldice Hospital also impacts the num?e! of su!ge!ies that can ?e

pe!fo!med at the hospital du!ing the (ee'$ This option is !an'ed thi!d ?ecause it in


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ma'e up fo! the additional costs$ The hospital could schedule patients f!om the $S$ on Satu!da%s and

cha!ge them mo!e fo! se!


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B% implementing these steps: Shouldice inc!eases its =ualit% and efficienc%$ The hospital is ?ette!

a?le to meet demand ?% imp!oednesda%s and also chec' in/e;amine a!!i


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p!ocess ?% !e=ui!ing the patient to


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lot of testing and ee !ecommend the hospital t!% to haednesda%A implemented (ithin th!ee months of the th!ee night sta% ?ecoming standa!d fo! all patients$

The goal of each change is to inc!ease the hospitalFs fle;i?ilit% and th!oughCput ?% allo(ing mo!e

su!ge!ies to occu! each (ee' (hile ca!efull% p!ese!


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inea! p!og!amming is the chosen method fo! dete!mining a (a% to achiee (ill ?e a?le to loo'

at the th!oughput time @a


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ope!ations it can pe!fo!m and dec!easing the th!eat of othe! hospitals stealing its (aitlistedI patients$

e!haps most impo!tantl%: this can all ?e done (hile maintaining the e;cellent co!po!ate cultu!e (hich

has led to high o? satisfaction amongst its emplo%ees due to the (onde!ful (o!'Clife ?alance it allo(s:

ensu!ing the continued high =ualit% of se!


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!(%* C.'#

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Shouldice paper Final