The Emergency Department (ED) at the Burton Group of Hospitals - Application of Lean and Value Stream Mapping

Gadkari, Mrinalini; Chandrasekaran, Aravind
January 2012
Operations Management Education Review;2012, Vol. 6, p59
Academic Journal
The Burton Group of Hospitals had been performing poorly in their patient satisfaction scores. The poor performance was due to excessive waiting experienced by patients and redundant hospital operations. In this case we describe a simplified sequence of steps for processing and wait times encountered by patients with a simple fracture for treatment in the Emergency Department (ED). The case allows students to apply lean and value stream mapping (VSM) principles to identify waste in the ED process. Students create a current state map, draw a spaghetti diagram to indicate motion waste, and expose the root causes of the problem using a cause and effect diagram. Students then brainstorm countermeasures to minimize waste and create a future state map. Our case facilitates learning and the application of lean principles in a high-contact service context such as hospital operations. Additionally, it provides a rich platform to discuss the unique issues and implementation challenges in healthcare settings.


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