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Health Care Case Study 2014 Sample

REFERENCES

ACHP (Alliance of Community Health Plans). n.d.-a. Fallon Health Navicare and Summit Eldercare programs. http://www.achp.org/wp-content/uploads/report-Innovation_ElderCare_FALLON.pdf (accessed December 14, 2015).

ACHP. n.d.-b. Geisinger Health Plan’s medically complex medical home program. http://www.achp.org/wp-content/uploads/report-Innovation_ElderCare_GEISINGER.pdf (accessed December 14, 2015).

ACHP. n.d.-c. Kaiser Permanente’s PATHWAAY program. http://www.achp.org/wpcontent/uploads/report-Innovation_ElderCare5.8.15_KP.pdf (accessed December 14, 2015).

ACHP. n.d.-d. Priority Health’s tandem365 program. http://www.achp.org/wp-content/uploads/reportInnovation_ElderCare_PRIORITY.pdf (accessed December 14, 2015).

America’s Essential Hospitals. 2014. Community-focused steps to boosting nutrition, wellness. http://essentialhospitals.org/quality/community-focused-steps-to-boosting-nutrition-wellness (accessed March 18, 2016).

America’s Essential Hospitals. 2015. Improving care transitions for socially, medically complex patients. http://essentialhospitals.org/quality/improving-care-transitions-for-socially-medically-complexpatients (accessed March 18, 2016).

Cebul, R. D., T. E. Love, D. Einstadter, A. S. Petrulis, and J. R. Corlett. 2015. Metrohealth care plus: Effects of a prepared safety net on quality of care in a Medicaid expansion population. Health Affairs 34(7):1121–1130.

Corrigan, J. M., and E. S. Fisher. 2014. Accountable health communities: Insights from state health reform initiatives. http://tdi.dartmouth.edu/images/uploads/AccountHealthCommWhPaperFinal.pdf (accessed March 7, 2016).

Felland, L. E., A. E. Lechner, and A. Sommers. 2013. Improving access to specialty care for Medicaid patients: Policy issues and options. http://www.commonwealthfund.org/~/media/files/publications/fundreport/2013/jun/1691_felland_improving_access_specialty_care_medicaid_v2.pdf (accessed March 8, 2016).

Foubister, V. 2013. Case study: Louisiana’s poor rankings make improving birth outcomes a state imperative. http://www.commonwealthfund.org/publications/newsletters/qualitymatters/2013/february-march/case-study (accessed February 4, 2016).

Hostetter, M., and S. Klein. 2014. In focus: Innovating care delivery in the safety net. http://www.commonwealthfund.org/publications/newsletters/quality-matters/2014/december2014-january-2015/in-focus (accessed February 2, 2016).

Hostetter, M., and S. Klein. 2015. In focus: Segmenting populations totailor services, improve care. http://www.commonwealthfund.org/publications/newsletters/quality-matters/2015/june/in-focus (accessed March 8, 2016).

Itzkowitz, S. H., S. J. Winawer, M. Krauskopf, M. Carlesimo, F. H. Schnoll-Sussman, K. Huang, T. K. Weber, and L. Jandorf. 2016. New York Citywide Colon Cancer Control Coalition: A public health effort to increase colon cancer screening and address health disparities. Cancer 122(2):269–277.

Klein, S. 2014. Colorado Coalition for the Homeless: A model of supportive housing. http://www.commonwealthfund.org/publications/newsletters/quality-matters/2014/octobernovember/case-study (accessed February 2, 2016).

Klein, S., and D. McCarthy. 2009. North Carolina’s ABCD program: Using community care networks to improve the delivery of childhood developmental screeing and referral to early intervention services. http://www.commonwealthfund.org/publications/issue-briefs/2009/aug/north-carolinas-abcd-program-using-community-care-networks-to-improve-the-delivery (accessed March 8, 2016).

Quality techniques and tools help lower the costs of people-intensive service processes and improve customer satisfaction. A process approach enables service organizations to standardize the ways they work, achieving improved consistency, faster cycle times and fewer errors. And employees are empowered to provide individualized customer service when it counts most.

Innovating Social Media Marketing Strategy via TRIZ
Using TRIZ, a marketing team created a social media marketing strategy for electric folding bicycles. Their goal was to generate 100,000 social media followers. After defining the target, the team analyzed their system through a combination of the nine windows tool and TRIZ’s basic principles. This provided the team a detailed picture of the project and thus, following different standardized steps, to come up with several different innovative ideas for the social media strategy. Download Innovating Social Media Marketing Strategy via TRIZ (PDF). November 2017

Ideality: The Pinnacle of Quality and Competition
For any given contradiction, TRIZ has a solution for improving the process by making changes to a process step. Within TRIZ lies a concept called ideality, or the ideal state of a system where all functions are achieved without problem. In this case study, the author explains how ideality can be achieved using real-life examples. Read the online case study presentation or download Ideality: The Pinnacle of Quality and Competition (PDF). July 2016

Faster Lean and Six Sigma Project Completion via TRIZ
Lean Six Sigma (LSS) problem solving consumes a lot of effort in identifying the root cause and involves a trial and error method for confirming significant factors. For any given contradiction, TRIZ has a solution for improving the process by making changes to a process step. Combining TRIZ and LSS through a structured approach can help reduce the effort and duration of LSS projects by nearly 10 times. Read the online case study presentation or download Faster Lean and Six Sigma Project Completion via TRIZ (PDF). March 2016

YMCA Upgrades Day Camps Using Six Sigma
When a senior leader at the YMCA of the USA introduced Six Sigma to the youth development department, a new method for managing and tracking projects was ushered into the organization. Upon completing a Green Belt-level training course, a YMCA project team used Six Sigma tools to improve the culture of the organization’s summer day camp. As staff became more comfortable using Six Sigma, project work became more organized and data-driven, and the project team exceeded its first-year goals. Read the online case study presentation or download YMCA Upgrades Day Campus Using Six Sigma (PDF). January 2016

Indian 5-Star Hotel Front-Line Staff Find Happiness, Empowerment in Solving Attrition Problem
Muri, a Japanese term that means stress, exists throughout organizations, and the elimination of it plays a crucial role in its growth and sustainability. While the hotel industry is growing at a very fast rate in India and other parts of the world, attrition has become a very big problem, one of the primary reasons being work stress. This article discusses the techniques that were used to understand the root causes of stress, to quantify it, and arrive at solutions for a popular Indian hotel chain that will remain anonymous. Read the online case study presentation or download Indian 5-Star Hotel Front-Line Staff Find Happiness, Empowerment in Solving Attrition Problem (PDF). August 2015

Forensic Techniques Reveal Conclusive Evidence in West African Pipeline Construction Dispute
Forensic intelligence and forensic interviews can be used to assess the level of compliance and effectiveness of a project’s quality management system (QMS). In this case study, the extent of a contractor’s implementation of the project’s QMS, created for the engineering, procurement, and construction of a pipeline in West Africa, was disputed between the contractor and the project owner/client. To assess the effectiveness of the project’s QMS, data collection through forensic intelligence and forensic interviews was conducted to assist in resolving the dispute. October 2014

Six Sigma Optimization of Mystery Shopping
Mystery shopping (MS) can be a very valuable exercise for studying and evaluating service delivery performance within the banking industry. Using Six Sigma tools and hypothetical data, this case study tests the approach and results to gauge poor service from excellent service delivery. The MS approach is highly applicable as a balanced scorecard parameter to measure delivery within service centers. September 2014

Origami Lean Training Exercise
Providing hands-on experiences to students is essential for lean workshops. Origami, the Japanese art of paper folding, can be used to provide students with a hands-on experience for understanding process thinking and process steps. The activity can be effective at conveying quality tools and concepts for all age groups. August 2014

India-based Life Insurer Improves Customer Retention Through Six Sigma, Quality Tools
Recognizing the company’s customer retention rate dipped below acceptable levels, Max Life Insurance Company leaders initiated improvement project Unnati to reclaim deeply lapsed policyholders. Using Six Sigma and quality tools, team members identified more than one dozen possible opportunities for agents to improve customer relationships, tripling the retention rate and generating millions in revenue. May 2014

New Zealand Port Company Stems Tide of Overdue IT Tickets
The Ports of Auckland aimed to reduce the number of IT call tickets that are not completed within agreed-upon timeframes. The organization initiated a Six Sigma project using tools to improve customer service, communication, and prioritization. As a result, the project realized a 50 percent reduction in past-due IT tickets during a sustained period. See an executive summary of the case study, or download New Zealand Port Company Stems Tide of Overdue IT Tickets (PDF, 219 KB). January 2014

Lean Six Sigma Increases Efficiency for Financial Services Firm (PDF, 457 KB)
A fund services organization used a Lean Six Sigma approach that featured kaizen events to enhance process control and increase capacity. In just four months, nine quick-fix projects achieved savings of $220,000, paving the way for larger strategic improvements. April 2012

A Broader View of Quality Through Certification (PDF, 561 KB)
Nancy Garcia, a senior engineering support technician for InfinityQS, is an ASQ Certified Quality Engineer and Certified Software Quality Engineer. Not only did Garcia gain confidence from ASQ Certification, she also developed deeper insight into the quality field. September 2011

Supporting Customers and Driving Excellence Through Quality (PDF, 703 KB)
A Firstsource Solutions team used Six Sigma to improve its processes for handling inbound customer service calls for a client’s new business, lowering the repeat call rate from 15 percent to 9.6 percent. May 2011

Reducing Check Returns With Six Sigma (PDF, 681 KB)
A Firstsource Advantage cross-functional team used Six Sigma to reduce the check return rate for a top client by more than 20 percent over a six-month period. April 2011

Service Provider Improves Client's Metrics With Six Sigma (PDF, 480 KB)
Firstsource Solutions used Six Sigma to reduce a retail mortgage client's turnaround time to approve applications, boosting the client's revenue by 6.9 million pounds. April 2011

Solid Commitment to People Is Main Ingredient for Texas Restaurant Excellence (PDF, 275 KB)
In 2010, K&N Management became the second food service recipient of the Malcolm Baldrige National Quality Award and the first restaurant group ever to receive the Texas Award for Performance Excellence. March 2011

No Evil Lasts More Than 96 Hours (PDF, 342 KB)

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