M Greenaway
5th March 2003, 08:07 AM
An example of 'Management by Numbers' from the British NHS.
Are we in for more of this sort of argument with ISO9001:2000's requirements for monitoring and measurement of processes - will it all descend into debate about where the figures came from ??
Deming would be turning in his grave :rolleyes:
http://news.bbc.co.uk/1/hi/health/2818655.stm
NYHawkeye
5th March 2003, 08:31 AM
My favorite is how the airlines have now added "extra" flight time to their schedules so in case they leave late they can still arrive "on time".
Another example of how not to use metrics/objectives to improve customer service. :mad:
Mike S.
5th March 2003, 10:16 AM
Martin's article said "And the Audit Commission found the two-week waits for patients with suspected breast cancer were well managed."
I don't know what the wait is in the US, but it seems to me like torture to wait 2 weeks to see a doc if you have suspected cancer of ANY type. (And the liberals are worried about torturing KSM!)
As far as airlines adding flight time to help their on-time numbers: I'm told Disney, in their parks, have done this for years and it is one of their keys to being the highest-rated parks in satisfaction regarding waiting-time for rides. They clearly state how long a wait is for a given ride, so people feel informed, but they also overstate it so people get to the ride "earlier" than they thought they would. It is using the psychology of "underpromise and overdeliver", and people seem to love it.
Claes Gefvenberg
5th March 2003, 10:23 AM
Martin,
We had an interesting situation around here a few years back: It turned out that some wards fiddled the waiting lists to seem longer than they actually were! Why? Because they were funded acc. to the expected amount of work...
...the bean counters rule... :rolleyes:
/Claes
F Dumas
5th March 2003, 10:29 AM
At the basic, measurement of processes is directly linked to what is your "values" - time, cost, efficiency, etc. I think the ISO standard is vague on the measurement notion for this purpose.
Hopefully, management will have given their strategic goals and measurements will follow those goals. After that, it's up to you to decide if improvement of a process is required or wished.
At the end, statistics means nothing if values are not set - everybody can play with numbers!
Frank
NYHawkeye
5th March 2003, 10:46 AM
Mike S. said:
It is using the psychology of "underpromise and overdeliver", and people seem to love it.
Yes - I see many companies that are experts at using "underpromise and overdeliver" tactics. It can be a key strategy for improving customer satisfaction if used carefully.
The risk is that you have to be sure that you are measuring and performing on the metric(s) that are really important to the customer.
Disney seems to understand that customers might not actually care how long they are in line but never want to be in line longer than anticipated. For me, being asked to get to the airport earlier in anticipation of a late departure so that the airline gets credit for an on time arrival is a joke.
It reminds me of the buyer who thinks that they can fix chronically late deliveries from a problem supplier by simply asking them to deliver earlier!
RCBeyette
5th March 2003, 06:33 PM
My goodness!...can it be true?!?!...was Gene Roddenberry right from the very beginning!
Scotty's words of advice were to take you estimated time to repair and multiply it by 3...that way, you're always a Miracle Worker!
Once again, Star Trek demonstrates how it has impacted our culture and "way of thinking." :vfunny:
NYHawkeye
6th March 2003, 09:17 AM
RCBeyette said:
Once again, Star Trek demonstrates how it has impacted our culture and "way of thinking." :vfunny:
Perhaps those demonstrating for peace today have taken a lesson from how Spock dealt with the Horta!
"I'm a doctor Jim - not a bricklayer."
CarolX
6th March 2003, 01:45 PM
RCBeyette said:
Scotty's words of advice were to take you estimated time to repair and multiply it by 3...that way, you're always a Miracle Worker!
This is my standard operating procedure. I have been using this method around here for over 8 years, and still, no one has caught on....LOL.
Scotty's the best.
RCB and Hawkeye...check out the Ferengi Rules of Aqusition here for more on ST
http://Elsmar.com/Forums/showthread.php?t=6012
Gene new a lot more about the human condition than most doctors.
CarolX
