Who moved my sigma …effective implementation of the six sigma methodology to hospitals

Six Sigma breakthrough strategy emphasizes the importance of reducing cycle time and improving customer satisfaction in determining optimal levels and costs of service quality. The implementation of Six Sigma to service industries is relatively new in comparison with the application of Six Sigma to industrial processes. In this paper, we consider aspects of the first three steps of the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) initiative and postulate the potential for effectiveness of Six Sigma methodology implementation to the following hospital processes: Operating Room preparation upon surgical cancellation or rescheduling, Health Insurance Portability and Accountability Act compliance, Orthopaedic Joint Replacement Programs, and Patient Discharge processes. What is referred to as necessary ‘critical-to-quality’ (CTQ) aspects of medical services are not entirely different from the manufacturing environment. Developing measures of medical service processes from a ‘unit of product’ point of view raises new insights into the medical services field. Through investigation we find relationships between Six Sigma implementation and the potential for improved efficiency and effectiveness of hospital medical services. The results have implications for increased application of Six Sigma to hospital processes in those service areas.