Improvement of Service Speed to Service Organization
Contents BACKGROUND 2 Methods 3 Observations 3 Interviews 4 Data analysis 5 Results 5 Observational Results 5 Observed waiting time and service delivery time at different service stations 6 Socio-demographic characteristics of respondents 6 OPD clinics: patient experiences at the entrance gate,reception and medical records 6 OPD clinics: consultation waiting time 7 OPD clinics: complaints and recommendations 7 Interviews with patients at the laboratory 8 Patient satisfaction with the perceived length of waiting time before laboratory investigations 9 Interviews with patients at the X-ray Department 9 Services received by patients interviewed at the X-ray Department.(%) 10 Interviews with discharged in-patients 10 Discussion 11 CONCLUSION 13 References: 14
BACKGROUND
The improvement of service delivery speed processes plays a key role in the overall competitiveness of modern service organizations. For example, Roth and Jackson (1995) provide clear evidence that process capability and execution are major drivers of performance due to their impact on customer satisfaction and service quality.
Traditional efficiency studies measure the service delivery speed of a firm by its ability to transform inputs to outputs. However, the actual way in which these inputs are transformed to outputs is often overlooked. That is, each firm’s operation is conceptualized as a black box: inputs go in, outputs come out, and little analytical attention is paid to the inner workings of the transformation process.
Patients are the primary beneficiaries of the services and care that hospitals provide. The Patient Service delivering speed study examined the extent to which patients at the Bombo Hospital were satisfied with the services delivering speed and care they received at Hospital. This was part of a baseline study that sought to determine the level of performance of the hospital before massive restructuring, reform, and renovations were
BACKGROUND
The improvement of service delivery speed processes plays a key role in the overall competitiveness of modern service organizations. For example, Roth and Jackson (1995) provide clear evidence that process capability and execution are major drivers of performance due to their impact on customer satisfaction and service quality.
Traditional efficiency studies measure the service delivery speed of a firm by its ability to transform inputs to outputs. However, the actual way in which these inputs are transformed to outputs is often overlooked. That is, each firm’s operation is conceptualized as a black box: inputs go in, outputs come out, and little analytical attention is paid to the inner workings of the transformation process.
Patients are the primary beneficiaries of the services and care that hospitals provide. The Patient Service delivering speed study examined the extent to which patients at the Bombo Hospital were satisfied with the services delivering speed and care they received at Hospital. This was part of a baseline study that sought to determine the level of performance of the hospital before massive restructuring, reform, and renovations were
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