Application of Lean Six Sigma in Outpatient Department Of Samakkee Primary Care Unit, Mahasarakham Hospital.

Abstract

Objective : To study the application of Lean Six Sigma in Outpatient Department Of Samakkee Primary Care Unit, Mahasarakham Hospital.

Methods : To Action Research By using Kemmis & McTaggart’s research circuit theory in Outpatient Department Of Samakkee Primary Care Unit, Mahasarakham Hospital. Consisting as 250 service recipients and 23 service providers, total of 273 people. The purposive sampling , the research was divided 3 phases, which 1. Preparation phase 2. Development phase and 3. Assessment phase. Data collection during July - November 2018. Research tools Is a questionnaire In-depth interview and the time data recording form analysis using descriptive statistics.The content analysis with percentage, mean and standard deviation.

Results : The application of Lean Six Sigma . Found that reduced service processes (from 6 steps to 5 steps) .Which the time required for the process was reduced from 5 hours 38 minutes to 4 hours 36 minutes. The waiting time has been reduced from 2 hours 34 minutes to 1 hour 57 minutes. Total Turnaround Time (TAT) reduced from 8 hours 12 minutes to 5 hours 43 minutes. Value time increased from 23% to 37%. The service distance reduced from 2,000 meters to 1,400 meters. The satisfaction with
the process or the process of receiving the service was the highest level (= 23.43, SD = 2.675) Followed by the location of service High level ( = 19.66, SD = 2.362) and the least communication to clients High level (= 15.84, SD = 1.582) And the service provider section have opinions about the development of service systems after implementing Lean Six Sigma.The highest satisfaction in management is in the high level (= 93.26, SD = 9.512). Followed by operations High level (= 77.65, SD = 8.60). And the survey of the satisfaction level with the solution and obstacles in the overall operation High level ( = 31.91, SD = .696).

Keywords : Service Quality Improvement, Lean Six Sigma Concept, Outpatient Department Of Samakkee