HSOM Summary
GW4005MV
2022/2023
Lecture 1: introduction 2
Working group 1: supply chain game 9
Lecture 2: operations management of units 9
Lecture 3: Modelling and quantitative analyses in OM 15
Workgroup 3 19
Lecture 4: improvement approaches 22
Workgroup 4 30
Lecture 5: What is variability? 36
Lecture 6: Value Based Health Care and Lean Management 39
Lecture 7: Wrap up and exam preparation 45
1
,Lecture 1: introduction
Analysis, design, planning and control are the steps necessary to provide services for
patients in such a way that their needs are met, that service standards are met and
resources are used efficiently.
Service management is used in restaurants, hotels, entertainment industry etc.
Operation management is used in the manufacturing and production industry.
200 years ago most people were living in agriculture. Nowadays it is mostly in service. The
cheaper food becomes, because there is more manufacturing which results in cheaper food.
So there is now more time and money for services.
Operations management
In operation input becomes output. Regulations are applied and resources are used.
An example of the operation is making a table. Components and materials like wood and
nails are used as input. The resources are tools and carpenters. The regulations are the
manual (the guideline on how to assemble this specific table). The output is the table. The
difference between materials and tools is that materials are used up for the specific table,
they can not be used again for making the next table. Tools can be used again.
There are different types of operations:
- Alteration: changing things, e.g. from materials (wood, nails) to a table
- Transportation, e.g. goods from one place go to another place, there is
transformation by transporting the goods.
- Inspection: non inspected goods are the input, then there is an operation, the
inspection is a transformation to some kind of a quality assurance. So at the end
there is a new situation.
- Storage: can be an operation, but in services it is also seen as a delay between
operations.
2
, Operation as a transformation can consist of different activities. Triangles are waiting times.
The difference between operation and activities is that on the level of operation there is a
transformation from input to output, on the level of activity it can be without a specific
transformation. Activities can be divided into tasks.
Process - unit - network
- Process/ chain is a series of operations that need to be performed to produce a
particular service. Most of the time a unit is part of the process. A process is the thing
that delivers the service for the patient. Process uses different units and operations,
to produce the service that is needed at the end of the process.
- Unit is a department in a health organization that performs operations of the same
operation type. For example the MRI department performs MRI. They have the
resources like specific staff, MRI material and rooms for it.
- Network is a combination of units and chains performing operations for services for
several groups of clients.
Differences between process, unit and network approach
Service management
The definition of service is an activity or series of activities of more or less intangible nature
that normally, but not necessarily takes place in interactions between the customer and
service employees and/ or physical resources or goods/ and/ or systems of the service
provider, which are provided as solutions to customer problems. (Gronroos, 2009)
The characteristics of services are:
- customer participation, e.g. interaction between doctor and patient
- simultaneous creation and use, e.g. in their interaction service is created and used
- heterogeneity, e.g. service can be totally different between patient and the next
patient
- perishable, e.g. you cannot keep it, the service is at that time, afterwards it is not
there anymore, you cannot store it
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