Design and Development of a Service - Medical Department

M

MaryJames

#1
Hi peopleee I need help!!
My company wants to get its Medical department certified. The department has doctors who provide initial treatment to the employees of the company Employees are also referred to panel hospitals if required. In order to reduce cost of treatment at hospitals, the department keeps introducing new services like Dentist( hiring of resources, provision of infrastructure and purchasing of equipments are responsibilities of different departments. the Medical department just gives requirements and checks whether they are fulfilled or not) etc. I have made the initial flow of the design and developmet activity but i am confused as what will be the inputs and outputs in this case. This is a introduction of a service and not some tangible product. Please if any one can help me with this. And also the documents that I would be required to make apart from the flow chart.
 
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Randy

Super Moderator
#2
Re: Design and development of a service

1st, you do have a "tangible" product, it's the service you provide and you have a customer that is seeking satisfaction, now just marry the two up.

Start with the entire process as a whole and determine what it is that you need to achieve (output), then identify those things necessary for the process to occur (inputs) and the activities that are required to happen in order for the output to be achieved, lastly come up with ways to monitor and measure performance across the process.

Inputs will be people, facility, procedures, regulations, contracts, insurance agreements, material, facilities, training and so forth.

Your output is already defined. (Remember, you can have multiple outputs but the primary one is the service provided)

How it all comes together is up to you.

Break it all down with an Ishikawa diagram (fishbone) or some other measure. We've had discussion on this before. Look under "Turtle Diagrams" as well.
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#3
Re: Design and Development of a Service

This is an internal service provided to company employees?
 
M

MaryJames

#4
Re: Design and Development of a Service

Thanks Randy I will do it as you described and will get back to you incase of further queries!!
Yeh Marc its an internal service provided only to the employees of the company.
i have few more questions :
1. how is the preservation of product part applicable here, because there is no storage, packaging in this case?
2. I cant think of any customer property that the department possess even the Medical data and records is the property of medical section. Any ideas!!
 
M

MaryJames

#5
Re: Design and Development of a Service

Hi!!!
I found this illustration of the turtle diagram on the Cove and liked it alot. What I have done for the design and development part is that I have developed sort of a from using that diagram. i have also formulated a committe responsible for reviewing each step who will be filling this turtle diagram in the start and will be evaluating it through out the process and writing their comments. I have attached form/ diagram please help me out and tell me if this is a nice idea to go about. I have documented detailed steps involved in the Design and Development activity along with decription using a flow chart separately.
 

Attachments

M

MaryJames

#6
Re: Design and Development of a Service

Peopleee please tell me if my approach is right!!!
 

Randy

Super Moderator
#7
Re: Design and Development of a Service

You're on the right track, now populate the turtle with the actual information (And get your other folks involved as well, solicit their feedback because this has to be a group effort)
 
M

MaryJames

#8
Re: Design and Development of a Service

But how is the preservation of product applicable here. the input is employees coming for treatment, product is medical consultancy provided to them and their treatment. hmmm is it something like the needles used should be sterilized, the blood taken for testing should be labeled and stored at a certain temperature etc
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#9
Re: Design and Development of a Service

I don't think preservation of product is applicable in the traditional sense. You're defining your product as patient treatment, correct?

Needles and such are 'tools' used to produce your product. Probably someone else here can define the role of blood taken for testing.
 
M

MaryJames

#10
Re: Design and Development of a Service

Even the blood taken fro testing is not preserved. Result is given at the time of testing. Hmmmm so preservation of product is confusing
 
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