CONTENTS
Health Service Operations Management | Research field & concepts .................................................................. 2
Deel 1.2 Process Operations Management- Introduction & pathways ............................................................... 8
Deel 1.3 Process Operations Management - Process modelling ....................................................................... 11
Deel 1.4. Process Operations Management - Process analysis and improvement ........................................... 14
Q and A week 1 ................................................................................................................................................. 18
College 2. Unit Operations Management ............................................................................................................. 24
Unit Operations Management .......................................................................................................................... 34
week 3 Health Service Operations Management.................................................................................................. 42
Quantitative analyses of Units .......................................................................................................................... 42
Utilization Level - Research insights .................................................................................................................. 54
Week 4 Variability, uncertainty, flexibility ............................................................................................................ 59
Pooling & Flexibility ........................................................................................................................................... 60
Preview Working Group .................................................................................................................................... 63
College 5 Continuous improvement, Theory of Constraints & Six Sigma ............................................................. 65
5.2. Theory of constraints ................................................................................................................................. 68
5.3. six sigma ..................................................................................................................................................... 71
Q and A week 5 ..................................................................................................................................................... 78
College 6 Kees Ahaus|Value-based Health Care and Lean Management ............................................................. 84
Value-based Health Care in the Netherlands, part 1 ........................................................................................ 84
Lean management, part 2 ................................................................................................................................ 90
HSOM Q&A............................................................................................................................................................ 98
Excel skills ............................................................................................................................................................ 110
Introduction ................................................................................................................................................ 110
1. Basic statistics ......................................................................................................................................... 110
2. calculating with dates.............................................................................................................................. 111
3. Count, COUNTIF & COUNTIFS ................................................................................................................. 111
4. SUM, SUMIF & SUMIFS ........................................................................................................................... 111
5. Calculating with weekdays ...................................................................................................................... 112
6. The IF Function ........................................................................................................................................ 112
7. V Lookup.................................................................................................................................................. 113
8. IFerror...................................................................................................................................................... 113
,HEALTH SERVICE OPERATIONS MANAGEMENT | RESEARCH FIELD & CONCEPTS
Topics
- Achtergrond en ontwikkeling van het onderzoeksgebied
- Operations managementt
- Service management
Health Service Operations Management (HSOM):
“De analyse, het ontwerp, de planning en de controle van alle stappen die nodig zijn om diensten te verlenen
aan cliënten in de gezondheidszorg”
2 building blocks
1. Operation management (visscher)
a. Origin and roots in manufacturing and production
2. Service management (fitz)
a. Restaurants hotels, entertainment
Vanaf 1800: verschuiving van landbouw naar industrie en diensteneconomie
Grootste deel agriculture. Nu in de service industry. Tussen van agricultuur -> manufacture -> service industry
Minder tijd/moeite/geld om je eten te maken/produceren. SManufacture en producing goods upcoming
,Creating markets en possibilities dingen worden. Hoe goedkoper wordt hoe meer mensen kunnen kiezen
Niet alleen voedsel maar ook services kopen. Pretpark, film naar restaurant
Geld en tijd om services te genieten
Service operation management als research field kwam op
Health Service Operations Management
Operations management
Operatie = een activiteit die input omvormt tot output, en daarmee
waarde toevoegt. De planning en controle van processen zet inputs om in
outputs. De ingang wordt tijdens de bewerking gewijzigd. Er wordt
waarde toegevoegd. Middelen worden gebruikt en kunnen again worden
gebruikt voor een volgende bewerking
- Operation transformeert input naar output
Gebruiken resources en toepassen regulations
Operation – example
- Materials voor specifieke tafel, kan je niet
voor volgende tafel gebruiken
- Tools kan je nog een keer gebruiken voor
volgende tafel
- Operation = een tafel samenstellen
- Input = componenten & materialen, Tafel
hout input,
- Regulations = handleiding
- Resources = gereedschap en timmerman
- Output = als tafel.
Example of a service-operation?
, Types of operations Vissers and Beech, 2008
- Aanpassing (alteration)
Change things. Nails and woods into a table
- Vervoer (transportation)
Input goods op bepaalde plek. Transportation is moving to differentplace
End situation niet zelfde als begin
- Inspectie (inspection)
Non inspected input, inspection transformation to quality assurance
- Opslag (storage)
Type of operation
- In Services: opslag als operation of als een vertraging in de dienstverrichting?
Hierarchy from Operations Management perspective
Activities rechthoeken. Er tussen kan wachttijden zitten met driehoeken
Verschil. Operation is transformation input and output. Activity not per definition the case
Activity can be, without specific transformation
Activity can be divided into task, and even in subtasks
Health Service Operations Management: Unit – Process – Network Vissers and Beech, 2008, p. 47-48
- Eenheid
Een afdeling in een gezondheidsorganisatie die verrichtingen van hetzelfde type uitvoert
Unit performs operation type. MRI department unit. Operation performing MRI’s
Resources staff die uitvoering kunnen doen. MRI material en ruimte voor
Process
Unit part of process
Process delivers service for patient. End of process diagnosis for patient
process different units and operations
Health Service Operations Management | Research field & concepts .................................................................. 2
Deel 1.2 Process Operations Management- Introduction & pathways ............................................................... 8
Deel 1.3 Process Operations Management - Process modelling ....................................................................... 11
Deel 1.4. Process Operations Management - Process analysis and improvement ........................................... 14
Q and A week 1 ................................................................................................................................................. 18
College 2. Unit Operations Management ............................................................................................................. 24
Unit Operations Management .......................................................................................................................... 34
week 3 Health Service Operations Management.................................................................................................. 42
Quantitative analyses of Units .......................................................................................................................... 42
Utilization Level - Research insights .................................................................................................................. 54
Week 4 Variability, uncertainty, flexibility ............................................................................................................ 59
Pooling & Flexibility ........................................................................................................................................... 60
Preview Working Group .................................................................................................................................... 63
College 5 Continuous improvement, Theory of Constraints & Six Sigma ............................................................. 65
5.2. Theory of constraints ................................................................................................................................. 68
5.3. six sigma ..................................................................................................................................................... 71
Q and A week 5 ..................................................................................................................................................... 78
College 6 Kees Ahaus|Value-based Health Care and Lean Management ............................................................. 84
Value-based Health Care in the Netherlands, part 1 ........................................................................................ 84
Lean management, part 2 ................................................................................................................................ 90
HSOM Q&A............................................................................................................................................................ 98
Excel skills ............................................................................................................................................................ 110
Introduction ................................................................................................................................................ 110
1. Basic statistics ......................................................................................................................................... 110
2. calculating with dates.............................................................................................................................. 111
3. Count, COUNTIF & COUNTIFS ................................................................................................................. 111
4. SUM, SUMIF & SUMIFS ........................................................................................................................... 111
5. Calculating with weekdays ...................................................................................................................... 112
6. The IF Function ........................................................................................................................................ 112
7. V Lookup.................................................................................................................................................. 113
8. IFerror...................................................................................................................................................... 113
,HEALTH SERVICE OPERATIONS MANAGEMENT | RESEARCH FIELD & CONCEPTS
Topics
- Achtergrond en ontwikkeling van het onderzoeksgebied
- Operations managementt
- Service management
Health Service Operations Management (HSOM):
“De analyse, het ontwerp, de planning en de controle van alle stappen die nodig zijn om diensten te verlenen
aan cliënten in de gezondheidszorg”
2 building blocks
1. Operation management (visscher)
a. Origin and roots in manufacturing and production
2. Service management (fitz)
a. Restaurants hotels, entertainment
Vanaf 1800: verschuiving van landbouw naar industrie en diensteneconomie
Grootste deel agriculture. Nu in de service industry. Tussen van agricultuur -> manufacture -> service industry
Minder tijd/moeite/geld om je eten te maken/produceren. SManufacture en producing goods upcoming
,Creating markets en possibilities dingen worden. Hoe goedkoper wordt hoe meer mensen kunnen kiezen
Niet alleen voedsel maar ook services kopen. Pretpark, film naar restaurant
Geld en tijd om services te genieten
Service operation management als research field kwam op
Health Service Operations Management
Operations management
Operatie = een activiteit die input omvormt tot output, en daarmee
waarde toevoegt. De planning en controle van processen zet inputs om in
outputs. De ingang wordt tijdens de bewerking gewijzigd. Er wordt
waarde toegevoegd. Middelen worden gebruikt en kunnen again worden
gebruikt voor een volgende bewerking
- Operation transformeert input naar output
Gebruiken resources en toepassen regulations
Operation – example
- Materials voor specifieke tafel, kan je niet
voor volgende tafel gebruiken
- Tools kan je nog een keer gebruiken voor
volgende tafel
- Operation = een tafel samenstellen
- Input = componenten & materialen, Tafel
hout input,
- Regulations = handleiding
- Resources = gereedschap en timmerman
- Output = als tafel.
Example of a service-operation?
, Types of operations Vissers and Beech, 2008
- Aanpassing (alteration)
Change things. Nails and woods into a table
- Vervoer (transportation)
Input goods op bepaalde plek. Transportation is moving to differentplace
End situation niet zelfde als begin
- Inspectie (inspection)
Non inspected input, inspection transformation to quality assurance
- Opslag (storage)
Type of operation
- In Services: opslag als operation of als een vertraging in de dienstverrichting?
Hierarchy from Operations Management perspective
Activities rechthoeken. Er tussen kan wachttijden zitten met driehoeken
Verschil. Operation is transformation input and output. Activity not per definition the case
Activity can be, without specific transformation
Activity can be divided into task, and even in subtasks
Health Service Operations Management: Unit – Process – Network Vissers and Beech, 2008, p. 47-48
- Eenheid
Een afdeling in een gezondheidsorganisatie die verrichtingen van hetzelfde type uitvoert
Unit performs operation type. MRI department unit. Operation performing MRI’s
Resources staff die uitvoering kunnen doen. MRI material en ruimte voor
Process
Unit part of process
Process delivers service for patient. End of process diagnosis for patient
process different units and operations
