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APPENDIX 5

LEAN SIX SIGMA INTERVIEW QUESTIONNAIRE

FOR HOSPITALS

Brief Outline of the hospital background (start year, size, turnover,

type of hospital, type of patients)

CSF’s and Barriers to Implementation

1. What were the problem and obstacles experienced during Lean Six
Sigma implementation?

2. What factors were identified as critical to the success of Lean Six

Sigma in the hospital?

LEAN SIX SIGMA and Performance Management

1. What are the established performance metrics in the hospitals?

2. Has Lean Six Sigma facilitated any organizational change? If yes, in

what way?

3. What was the impact of Lean Six Sigma on organizational

performance? Discuss the hard and soft benefits realised from
implementation? Also mark the changes observed in the performance
metrics after Lean Six Sigma implementation on a table provided
below in a separate sheet.
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Readiness for Lean Six Sigma

1. What do you think from your experience a company should have

before embarking on Lean Six Sigma or when can you say that hospital
is ready for Lean Six Sigma ?

2. How the hospital realised that they are ready for Lean Six Sigma ?

3. Do you think that size of the organization affects the implementation

of Lean Six Sigma ? If yes in what way? Is there any link between
growth models of hospitals and implementing Quality program in your
hospital?

LEAN SIX SIGMA Implementation Plan

1. How do you carry out review of existing processes in companies? Do

you follow a series of steps or a roadmap to carry out the assessment

2. How commonly the initiatives like Lean and Six Sigma are
implemented in all business functions of hospitals?

3. Why Lean Six Sigma is imperative for hospitals?

4. Is there any specific roadmap you used in implementing Lean Six

Sigma ? Is so, please go through it

5. What should be the infrastructure (Number of Back Belt, Green Belt,

Yellow Belt, etc.) in hospitals? Should it be similar to large
organization? Do hospitals need lot of BB?

Six Sigma and Performance Management

1. What are common performance measures in Hospitals?

2. How does the Lean Six Sigma program impact the organizational
performance at its strategic level, operational level and tactical level?
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Table A5.1 Soft benefits realized by Hospital

Performance
Soft Benefits evaluation of
hospital
Increase in Patient satisfaction
Increase in employee satisfaction
Decrease in employee grievances
Decision based on facts and data
Established performance metrics
Top-down and bottom-up communication
Organizational learning through sharing of benefits and
challenges experienced during projects
Cross-functional teams for Lean Six Sigma projects
Involvement of people from accounts & finance
Development in human capability to sustain the benefits
Employee empowerment and process ownership
Investment in education & training
Regular Internal Audit
Understanding & usage of CI tools & techniques for problem
solving
Proactive approach to problem solving
++ = significant improvement; + = some improvement; +- = mixed result; - = no
improvement; --= negative improvement; NA= not applicable
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Table A5.2 Hard benefits realized by Hospital

Performance Evaluation of
Performance Indicators Hospital on the 1-5 Likert
scale questions
Reduction of turnaround time
( Also includes the report dispatch time)
Reduction of delivery time
Increase in productivity
Reduction of costs (For Example: Medical
Consumables cost, equipment downtime cost,
etc. )
Increase in profitability
Improved Revenue
1 = negative benefit / improvement; 2 = no benefit / improvement; 3= some benefit /
improvement; 4=significant benefit / improvement; 5 =Crucial; 6 = measure not-used

Contact details

If you would like a copy of the results of this survey, please tick this box

If you would like to participate in future study, please tick this box

Please provide your contact details

Name……………………………………………………………………………

Organization …………………………………………………………………

Designation …………………………………………………………………

Address ………………………………………………………………………

………………………………………………………………………………….

Email ………………………………………………………………………

Tel Number ……………………………………………………………………