JANSON MEDICAL CLINIC

1. Construct a Pareto Diagram for the causes of dissatisfaction. What conclusions do

you reach?

Causes of Dissatisfaction

Number of Dissatidfied Responses

Causes of Dissatisfaction
40
35 34

30
25
25
20
15 13
10
5
0
Making an Appointment Check-in/Check-out Care and Treatment
Number of Dissatisfied Responses

Activities that Causes Dissatisfaction in

Making an Appointment
12
12 10
8 7
5
4
0

From the compiled check sheet of Janson Medical Clinic, we arrived at a Pareto
Diagram for the causes of dissatisfaction shown above. This diagram gives us a
graphical representation of the causes of dissatisfaction from largest frequency to
smallest. The above Pareto Diagram shows us a progressive analysis. It stratifies the
data more to more detailed levels, eventually isolating the most significant issues. We
can infer from this diagram that customers of Janson Medical Clinic is most dissatisfied
in Making an Appointment specifically on getting through the phone.

For additional information, the Pareto Diagram for Check-in/Check-out and Care
and Treatment is provided below. The Pareto Diagram for specific activities is also
provided.
Number of Dissatisfied Responses

Activities that Causes Dissatisfaction in

Check-in/Check-out
13
12
8 7
4
4 1
0
Number of Dissatisfied Responses

Activities that Causes Dissatisfaction in

Care and Treatment
6 5
4 3
2 2
2 1
0

Activities that Causes Dissatisfaction

0

14 13
12
12
10
10
Number of Dissatisfied Responses

8 7 7
6 5 5
4
4 3
2 2
2 1 1
0
0
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The Pareto Diagram for Activities that Causes Dissatisfaction shows that the length of
time to see a physician is where the customers of Janson Medical Clinic is most
dissatisfied. Therefore, the clinic must prioritized this issue.

2. Select the top three sources of patient dissatisfaction and propose cause-and-effect
diagrams for the possible reasons behind them.

Figure 6: Cause-and-effect diagram – Length of wait to

see a physician
Figure 7: Cause-and-effect diagram – Ease of getting a
convenient appointment

Figure 8: Cause-and-effect diagram – Ease of getting

through on phone
3. Propose some process improvements to the flowcharts in Figure 9.28 and develop
redesigned processes along with new flowcharts. How will your suggestions address
the sources of dissatisfaction in Table 9.6?
 The redesigned flowcharts present the suggested improvements to the
processes and it provide the employees tools that will assist them with their duties. Both
the phone call and registration process may be improved by incorporating a simple but
effective technology and software, which will eliminate the unnecessary processes
making them more effiecient with their time. Being able to use a software that can cover
the initial processes, would address the dissatisfaction level when it comes to making
an appointment. It will help to improve their services and provide their customers ease
on getting an appointment and reduce the length of time to see a physician. Provided
that Janson Medical Clinic is in the healthcare industry, it is very critical that they are
efficient with their time. Therefore, the inclusion of the aforementioned software would
address the inefficiencies in their processess and it can reduce the number of
processes by just including value-adding steps.

SKYHIGH AIRLINES

1. Because each task requires five person hours to complete, determine how much
elapsed time will it take to complete the entire procedure, considering that work on the
next task cannot begin until work on the previous task is completed?

Task A:
Elapsed time = (1+(5 − 3) /3 ¿

= 1+0.67
Elapsed Time = 1.67

Task B:
Elapsed time = (1+(5 − 4)/ 4 ¿

= 1+0.25
Elapsed Time = 1.25
Task C:
Elapsed time = (1+(5 − 5)¿

= 1+0
Elapsed Time = 1

Task D:
Elapsed time = (1+(5 − 2)/2 ¿

= 1+1.5
Elapsed Time = 2.5

Task E:
Elapsed time = (1+(5 − 4)/ 4 ¿

= 1+0.25
Elapsed Time = 1.25

Total Elapsed Time = 1.67 + 1.25 + 1 + 2.5 + 1.25

Total Elapsed Time = 7.67 hours or 8 hours and 7 minutes

Thus, it will take 8 hours and 7 minutes to complete the entire procedure.

2. What percent of time will be productive and what percent will be wasted on each
task?

Task A = 8 hours – 1 hours = 7 hours worked

Productive = 7/8 * 100 = 87.5%
Wasted Time = 100 - 87.5 = 12.5%
Task B = 8 hours – 0.4 hours = 7.6 hours
Hence,
Productive= 7.6/8 * 100 = 95%
Wasted Time = 100 - 95 = 5%

Task C = 8/8 * 100 = 100% (productive)

Wasted Time = 100 – 100 = 0%

Task D = 8 hours – 4 hours = 4 hours

Hence,
Productive = 4/8 * 100 = 50%
Wasted Time = 100 - 50 = 50%

Task E = 8 hours – 0.4 hours = 7.6 hours Hence,

Productive = 7.6/8 * 100 = 95%
Wasted Time = 100 - 95 = 5%

3. What is the rolled throughput yield (RTY) of the procedure?

Rolled Throughput Yield (RTY) is the proportion of conforming units that results
from series of process steps. It is the product that yields from each process steps. The
computations below shows the conforming number of persons who can work on each
tasks.

3 2
Throughput Yield (Task A) = = 60% Throughput Yield (Task D) = = 40%
5 5

4 4
Throughput Yield (Task B) = = 80% Throughput Yield (Task E) = = 80%
5 5

5
Throughput Yield (Task C) = = 100%
5
 Rolled Throughput Yield (RTY) = 0.6 x 0.8 x 1 x 0.4 x 0.8
= 0.1536
= 15%

Thus, only about 15% conforming output will be produced, or equivalently, the
proportion nonconforming is 1 – 0.15 = 0.85.

4. If a tool could be developed which would allow all five workers to work on task D at
the same time, how would that effect the RTY of the procedure?

If a tool could be developed which would allow all five workers to work on task D
5
at the same time, then the Throughput Yield of Task D would be or 100%. Thus,
5
this would completely affect the RTY of the procedure. The new RTY would be:

Rolled Throughput Yield (RTY) = 0.6 x 0.8 x 1 x 1 x 0.8

= 0.384
= 38%

The RTY increases from 15% to 38%. Thus, because of the tool developed,
about 38% conforming output will be produced, or equivalently, the proportion
nonconforming is 1 – 0.38 = 0.62.

CONCLUSION / BRIEF REPORT

According to the aforementioned results, each task at Skyhigh Airlines has higher
percentage of productive time than waste time. In here, we can conclude that the
Skyhigh Airlines' strategies seems productive and effective on achieving better results.
However, the Rolled Throughput Yield (RTY) indicates that the company may encounter
a defect as it calculates the probability that the entire service process will result to minor
o major defect.
 On the other hand, a proper task delegation could help the company to put their
plan into an effect. Thus, management must assign and delegate the task to the
employees who are best qualified and skilled for the specific job. As Taussig stated,
effective delegation also gives subordinate the chance to excel in a task and gives top
manager the pleasure of seeing the team grow and succeed. It will help the business
make profits as it will lessen the propability that the workers will make mistakes and
defects in their work. Every management team and business should be aware of the
advantages of effective delegation because every work will yield better results if
effective delegation has been implemented.

In summary, a right task for a right person in a right circumstance and a right
communication with a proper direction, and supervision could result to a long-term
benefits of the company.