As a member of the ESKCC TQM team, you are asked to put together a report that recommends improvements to the overall patient process. Create a 4–6 page report in a Word document (copy and paste any charts created in Excel) addressing the following tasks:
Construct a Pareto Chart for the data regarding complaints to the health center that is presented in Table 1. Describe two conclusions from examining this data.
Develop a control chart for the waiting time complaint (complaint #2). Explain how the control chart is developed and show the calculation process.
Illustrate the causes for Complaint #2 in a fishbone diagram. (Note: refer to the readings for examples.)
Develop a flow chart for the process that the clinic uses for a patient who comes into the ambulatory center. Draw two conclusions from examining the flow chart regarding either or both of the following:
How the process affects the patient.
Potential sources of unnecessary complexity.
Determine three improvements to streamline the patient process based on the insights that you gain from examining the process flow chart as well as your understanding of total quality management concepts from your course readings.
