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business
hotel operations management

Questions and Answers of Hotel Operations Management

• Echo staff goes to procedure room and enters demographic patient data into machine (3 minutes).
• Echo staff checks paperwork and enters order (3 minutes).
• Patient sits in waiting area (11 minutes).
• Patient is sent to third floor for exam (3 minutes).
• Patient goes to registration booth and is registered (3 minutes).
• Patient sits in waiting area (1 minute).
• Patient checks in (1 minute).
2. These are the steps for a patient to receive an echocardiogram:
• File clerk returns records to storage location (5 minutes).a. Develop a basic flowchart.b. Develop a swimlane diagram.
• Staff member makes copies of records and gives them to patient (20 minutes).
• File clerk collects the records (3 minutes).
• Storage clerk reviews the request (2 minutes).
• File clerk places a request to have records pulled (2 minutes).
• File clerk goes to record storage location (5 minutes).
• File clerk finds the location of each requested file (5 minutes).
• File clerk checks all communication methods (10 minutes).
• Staff member requests paper medical records from file clerk through e-mail, call, instant messaging, or paper note (10 minutes)
• Staff member pulls list of patients with appointments to pick up their records (1 minute).
1. These are the steps for patients’ paper records requests and recovery at one of BPH’s clinics:
15. What is a cellular layout? What is its primary advantage?
14. What is the meaning of the X and of each of the five vowels in Muther’s grid?
13. What is the purpose of block diagramming?
12. What is the purpose of line balancing?
11. Differentiate between functional and product layouts in terms of process type, demand, volume, and organization of resources.
10. What are common objectives of layouts?
9. What is the purpose of a general process chart?
8. List five design principles and explain them.
7. What are the five sections of a business case for process improvement?
6. From a value standpoint, what is the efficiency of a process?
5. What are business–value-added activities? Give some examples.
4. What is a process activity chart? What are the symbols used in the chart to categorize process steps?
3. What is the purpose of a 5w2h framework? Describe each of the 5 Ws and the 2 Hs.
2. What are the modeling tools explained in this chapter? Explain each one.
1. Describe the modeling, analysis, and design phases briefly.
6. Develop general process charts to evaluate the extent of improvement accomplished through redesign
5. Design product, functional, or hybrid layouts based on process characteristics
4. Propose approaches to reduce hand offs and to simplify processes
3. Develop a process activity chart to identify value-added and non–value-added steps in a process
2. Develop a 5w2h (who, what, when, where, why, how, and how much)framework to develop a basic understanding of a process
1. Model a process using well-known visual tools: basic flowcharts, swimlane diagrams, and value stream maps
3. Describe a way to poka-yoke your morning routine so that you wake up on time and remember to take your cell phone to work.
2. Go to http://archive.ahrq.gov/professionals/quality-patient-safety/patient-safetyresources/resources/mistakeproof/mistake8.html. Explain why barcoding of specimens or drugs can be considered a
1. Draw the actual value stream for one of the following processes:a. Making a cup of coffee using a regular coffeemakerb. Brushing your teeth and flossingc. Washing your car Time the various steps
10. Give an example of a just-in-time system. Explain why it is beneficial.
9. What are the various roles of people involved in Six Sigma projects?
8. What are the steps in Six Sigma?
7. What is poka-yoke? Name three examples of its use in healthcare.
6. What is a root cause and how do you identify it? Give an example.
5. Explain why culture is an important consideration when both Lean and Six Sigma are used in an organization.
4. What are the differences between push and pull systems?
3. Why is flow important in Lean?
2. List the Lean principles and explain how each one is used to examine/improve a process.
1. Name the eight types of waste (Lean methodology) and give an example of each in healthcare.
8. Elucidate how culture is important for organizations that adopt Lean or Six Sigma methodologies
7. Describe the steps in DMAIC (define, measure, analyze, improve, control)
6. Explain the basis for Six Sigma
5. Understand the importance of flow in Lean
4. Investigate the root cause of a problem
3. Learn how to map the value stream
2. List the five Lean principles and explain briefly how each is used to examine a process
1. Describe the types of waste found in healthcare processes
4. In healthcare, it is not uncommon to see Individual X-MR control charts. Research what these charts display and identify some healthcare indicators for which they are appropriate.
3. SPC knowledge by itself is insufficient to bring about quality. Inability to apply this knowledge is a major obstacle to quality achievement and is the result of numerical illiteracy. “Numerical
2. Do a literature search and explain the “crowding” phenomenon in the ED.
1. Find an article describing the reorganization of an emergency department. Explain the scope of their efforts to redesign processes and how these efforts contributed to higher efficiency and higher
15. Use the BPH data set (CBC-Stats) for October. Filter the data to extract the tests for CBC-d (Column A). From October 1st to October 20th, randomly select samples of 5 total lab turnaround times
14. Use the BPH ED data set (LWBS & LWBT) for May. The proportion of admissions relative to the total number of visits is provided for each day (Column BF). Construct the appropriate p-chart. Is the
13. Use the supplemental BPH ED data set (LWBS & LWBT) for April. The proportion of LWBS + LWBT patients relative to the total number of visits is provided for each day (Column Q). Construct the
12. Based on the following scenarios, determine the type of data (attribute versus variable) involved and identify the appropriate control chart.
11. You have been asked to determine whether the sound level at night is acceptable in cancer patient rooms. Using a digital sound-pressure-level meter, you collect data in 12 patient rooms, every
10. Dr. Barari wants to reduce the waiting times in her office. Six random observations of times spent between arrival and exam were made over a period of 17 days.a. Develop the appropriate chart(s)
9. One of BPH’s clinics is concerned about the number of patient records that get misplaced. They decide to record the number of misplaced patient records over a period of 15 weeks. The number of
8. The head of the surgery department is concerned about the incidence of patient readmissions after being discharged from the hospital. In several cases, a patient had to be readmitted multiple
7. Nosocomial infections result from treatment in a hospital. At BPH, the following incidences of nosocomial infection that appeared within 30 days after discharge were recorded for the first half of
6. The dietitian at BPH has warned that the meals served at the cafeteria contain too much sodium. For the past 10 days, she has sampled four batches of the “entrée du jour” and recorded the
5. Following are the average times spent in the ED and standard deviations for samples of 25 patients seen in the ED in February. Develop the appropriate and s-charts. Is the process in control? Why
4. For each sample of 30 medication orders described in problem 3, the number of medication errors is also recorded (see following table). Develop the appropriate control chart(s). Is the process in
3. Samples of 30 medication orders placed in the ED are checked each day against five potential types of errors. The following table shows the number of orders that were found to include errors
2. At BPH, wait times seemed to be in control (Figures 5.7 and 5.8). Does it mean that the situation is satisfactory? Explain why or why not?
1. Based on all the control charts produced by Eric Wong and his staff, anticipate Jennifer Lawson’s reaction and concerns.
9. What is process capability? What is the purpose of Cp? What is the purpose of Cpk?
8. What are zones A, B, and C in a control chart?
7. Distinguish between “sample size” and “number of samples taken.” Use examples to illustrate your answer.
6. When do you use and R charts versus and s-charts?
5. How do you know when to use a p-chart versus a c-chart? A c-chart versus a u-chart?
4. Differentiate between attributes and variables.
3. How do you determine whether a process is in control?
2. What is statistical process control? What is the purpose of control charts?
1. What are the two major causes of variation? Explain each one.
7. Know the basics of probabilistic sampling (see Appendix 5.3)
6. Decide whether a process is capable of meeting predetermined quality requirements
5. Evaluate a process control chart and determine whether the process being monitored is behaving as expected or becoming unstable
4. Develop process control charts to track variables ( and R; and s) over time
3. Develop process control charts to track attributes (p-chart, c-chart, and uchart)over time
2. Determine whether quality indicators are attributes or variables
1. Understand the concept of variation, which affects all processes
6. Look at the quality dashboard (see Table 4.4). Can you identify other quality indicators that would be appropriate?
5. Go to data.medicare.gov/data/hospital-compare and compare providers in your market. Which one would you choose and why? Do you think the data are relevant to all patients? Why or why not?
4. Go to the Institute for Healthcare Improvement website(www.ihi.org/resources/Pages/Tools/FailureModesEffectsAnalysisComparisonFiveMedicationDispensingScenarios.and download the sample FMEA tool
3. Select three scholarly articles discussing the reliability and/or validity of HCAHPS.What are the instrument’s strengths and weaknesses?

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