KAMC Management Tool: Process Improvement Tools and Application

This case study examines the management tools employed at King Abdullah Medical City (KAMC) in Makkah, Saudi Arabia, to improve its healthcare referral system. The existing referral process suffered from inefficiencies, leading to delays and patient dissatisfaction. The study utilizes a customized Lean Six Sigma approach, incorporating DMAIC, SIPOC, fishbone diagrams, value stream mapping, and the PDCA cycle. The defining phase identifies physician categories as a key issue, while SIPOC and fishbone diagrams aid in measuring and analyzing the problem. Value stream mapping supports improvement strategies, and the PDCA cycle ensures continuous control. The results show a reduction in referral response delays, with a 2% and 5% improvement in urgent and normal requests, respectively. The goal was to enhance service quality and patient experience by addressing the disorganized referral process and its impact on efficiency and effectiveness of the medical system. Desklib provides access to this and other solved assignments for students.

Title: Management Tool for King Abdullah Medical City (KAMC)
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Four Process Improvement Tools
DMAIC
Fishbone
DiagramSIPOC
PDCA

Problem Statement & Research Methodology
Problem Statement
The referral system has disturbed the functioning of the medical center, by developing
errors in different departments and processes.
Research Methodology
The DMAIC Model focuses on-
Define – Analyzing the important parameter like the needs of the patients.
Measure – Analyzing the current referral system
Analyze – The main issue behind the delay of response to the referral system is analyzed.
Improve – Various ideas are evaluated that can help the hospital in solving the problem.
Control – Facilitating an environment of continuous improvement for the long run in the
hospital.

Selection of the Tool
The two main issues that have to be addressed at the King
Abdullah Medical City are –
Increase the level of service quality, to provide great
customer experience to the dissatisfied patients.
To reduce the delay in response to the referral system.
The researchers selected the lean six sigma tool as it helps in
enhancing the service quality, along with facilitating an
environment of continuous improvement in the organization
(Sehgala, Kaushisha & Rathia, 2015).

Customization of the Tool
A customized six sigma tool has been utilized for examining the case and
finding a valuable solution –
 Defining phase highlighted the main problem of delay, which is the
various categories of physicians working in the hospital.
 The incorporation of the SIPOC model in the measuring phase.
 The incorporation of the fishbone diagram in the analyzing phase.
 The incorporation of the value stream mapping in the improving phase.
 The incorporation of the PDCA cycle in the controlling phase.

The Overall Result of the Case Study
The King Abdullah Medical City was
able to make improvement in their
response rate to the referral system
with the short-term plans. There was a
reduction in the delay of 2% and 5% in
both urgent and normal requests
respectively.

References
Sehgala, S., Kaushisha, D., & Rathia, V. (2015). Qualitative Analysis of Foundry
Industry: A DMAIC Approach. Journal Of Business Management & Social Sciences
Research, 4(9), 573-577.
Verma, V., Sharma, A., & Juneja, D. (2014). Utilization of six sigma (DMAIC) Approach
for Reducing Casting Defects. International Journal Of Engineering Research And
General Science, 2(6), 1065-1074.