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Measurement Plans for Process Flow Improvement in Services and Health Care

Summary: [This abstract is based on the authors' abstract.] The discussion of performance measurement is often on a conceptual, not operational, level; advice on the operational and practical matters of obtaining data for process flow improvement is scarce. The authors define a measurement plan and study four measurement study designs and corresponding methods and techniques, illustrating these with practical applications and solutions. The measurement plan is presented as a tool to organize the measurement systems for process flow improvement in services and health care. This study contributes terminology to the methodological development of improvement initiatives, and the authors present a tool for practitioners to organize the measurements in process flow improvement projects.

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  • Topics: Six Sigma, Theory of Constraints
  • Keywords: Healthcare, Six Sigma, Process improvement, Goldratt's Theory of Constraints (TOC), Measurement, Resources, Throughput
  • Author: Kemper, Benjamin; de Mast, Jeroen;
  • Journal: Quality Engineering