Patients have been complaining to management that they are experiencing longer than usual check in wait times in the clinic. The clinic wait time goal so no longer than 10 min. The director of the clinic has tasked you to take a deep dive into the issue, determine root cause and find a solution.

1.T he problem has been identified; what is the first step you will take:

A) Measure the data

B) Establish the project charter

C) Make a future state process map

D) Strat create a pilot

2.What is your primary metric centered on?

A) Rooming time

B) Check in wait time

c) Procedure Time

D) Phone response time

3. State the business case for the project:

4. What is your target goal?

5. What will you use to manage the deliverables for each phase of the DMAIC?

A) Project Plan

B) Control Plan

C) Response Plan

6. You have measured your wait time data below. What is your mean wait time?

wait time

10

5

18

12

6

25

34

25

12

22

32

12

6

23

34

21

18

17

13

37

19

18

7. You need to check for normality; is the data normal? Copy and paste your normality test. (use wait time data)

8. You want to capture performance over time so you perform a run chart. Copy and paste your run chart; Use wait time data

9. What could be the top 3 reasons for long wait time?

10. Before you move past the measure phase you want to be sure the measurement systems are accurate?

A) True

B) False

11. Now you want to test process capability; your lower spec limit is 0 and your upper spec limit is 15; is your process capable of meeting customer specs? copy and paste a process capability chart: 12. You are now in the analyze phase and you want to compare the average wait time to 10 minutes. The null hypothesis is the average =10 and the alternative hypothesis is the average does not equal 10. What is the p Value? Is it statistically different?

Run a one sample T-test and copy and paste below:

13. You have analyzed your main variables and now you enter the improve phase. Outline a basic pilot plan that will improve clinic check in wait times.

14. You have implemented your new pilot and re-ran the data. You run a control chart; is the process in control? Copy and paste your control chart:

Wait Time

5

4

8

10

7

2

9

6

5

1

8

3

9

10

15. Your final step is to develop procedures and handoff to the process owners?

True

False