An overview of six sigma applications in healthcare industry

Abstract

Purpose – Delays, measurement and medical errors and variability often undermine the delivery of safe, effective patient care. However, it is possible to minimize them by applying six-sigma. This methodology aims to focus on the root causes of healthcare problems, analyses them by flowcharts and fishbone diagrams and produces near-perfect healthcare services. Design/methodology/approach – Five case studies in healthcare are designed to show the performance improvement accomplished by six sigma. The DMAIC (Define-Measure- Analyse-Improve-Control), i.e. a road-map for problem solving and service/process improvement, is implemented. Findings – The findings in this paper show that the healthcare organization has a greater ability to address challenges across the system. Resource utilization has been maximized. Fewer redundancies, waste and rework have been observed. Bottle-necks related to scheduling have diminished. Working conditions have improved for healthcare personnel. Increased patient and physician satisfaction as well as cost savings have been achieved. These will enable the healthcare organization to increase its market share in the long run. Originality/value – The application of six sigma in healthcare services is relatively new topic and very little research has been performed in this area. The paper will be extremely valuable to researchers and practitioners who are currently engaged in six sigma research.