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Assessing waits in a health care service delivery process

Author: Chick, Stephen INSEAD Area: Technology and Operations ManagementPublisher: Fontainebleau : INSEAD, 2006.Language: EnglishDescription: 11 p.Type of document: INSEAD CaseNote: Latest version available via https://publishing.insead.eduAbstract: This case allows course participants to use a graphical simulation tool to explore several key factors that lead to customer response delays in service systems. A high-level discussion can then ensue on process flow management, including tools like segmentation, process standardization and scheduling, and resource utilization planning. The case requires the ProModel simulation software tool (not included, to be purchased separately), and computer simulation input files (available free from the author's website: http://faculty.insead.edu/chick/chick-teaching.htm).Pedagogical Objectives: This case allows course participants to use a graphical simulation tool to explore several key factors that lead to customer response delays in service systems. The case visually demonstrates how resource utilization, variability in process times, and resource pooling affect customer response times. A high-level discussion can then ensue on process flow management, including tools like segmentation, process standardization and scheduling, and resource utilization planning.
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Latest version available via <a href=https://publishing.insead.edu>https://publishing.insead.edu</a>

This case allows course participants to use a graphical simulation tool to explore several key factors that lead to customer response delays in service systems. The case visually demonstrates how resource utilization, variability in process times, and resource pooling affect customer response times. A high-level discussion can then ensue on process flow management, including tools like segmentation, process standardization and scheduling, and resource utilization planning.

This case allows course participants to use a graphical simulation tool to explore several key factors that lead to customer response delays in service systems. A high-level discussion can then ensue on process flow management, including tools like segmentation, process standardization and scheduling, and resource utilization planning. The case requires the ProModel simulation software tool (not included, to be purchased separately), and computer simulation input files (available free from the author's website: http://faculty.insead.edu/chick/chick-teaching.htm).

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