摘要
六西格玛是指一种通过消除错误、简化流程来最大程度满足顾客需求的新型管理工具。项目小组通过分步实施定义-测量-分析-改进-控制五个步骤对出院流程进行了有效简化,大大缩短了办理出院手续的时间,避免了结算窗口人员堆积和高峰形成,同时提高了内外部顾客的满意度,有效节约了人力成本,从总体上提升了出院流程效能。
signal is a method to satisfy customers by eliminating errors and simplifying service process. The project team simplifies discharge process by five steps: concept, measurement, analysis, improvement and control, which shorten the discharge time, eliminate crown in front of discharge windows, improve satisfaction of inside and outside customers, eliminate personnel cost and improve discharge services efficiency generally.
出处
《中国医院》
2005年第5期21-23,共3页
Chinese Hospitals
