Business Process Improvement of Hospital Administration and Design of Standard Operating Procedures by Using the DMAIC Method

(Case Study: SMEC Eye Hospital)

DOI

10.2991/978-94-6463-216-3_19How to use a DOI?

Keywords

Hospital; DMAIC; Six Sigma; Business Process; Standard Operating Procedures

Abstract

A business process is a sequence of interrelated activities to produce a product or service. At the same time, business process management has the goal of improving business processes without having to use new technology that is useful for providing better results for customers, following the vision and mission of the SMEC Eye Hospital, which is to become the leading eye health service centre in Indonesia and provide needs-oriented services and patient satisfaction. Furthermore, with the Covid-19 pandemic, hospitals need to improve their administrative processes to comply with existing guidelines and better protect health workers and patients. In order to improve business processes, the DMAIC approach from Six Sigma is considered a systematic, measurable method, and the purpose of this research, namely, to provide suggestions for improvement of business processes at SMEC Eye Hospital through the DMAIC method and the results of these improvements will be documented into standard operating procedures. This research is qualitative research with a case study approach, where the author will obtain data and conduct an in-depth analysis using interviews with the Quality Control and Patient Safety side and observations at the SMEC Eye Hospital. There were ten problems identified through the business process mapping of general patients and BPJS, which was carried out at the Define stage. Then, at the Measure stage, the author conducts a risk analysis using FMEA, resulting in 3 problems with the highest risk value. Then at the Analyze stage, the root cause of the problem was identified, which was then used as a reference for the author to make six improvement proposals at the Improve stage, and three proposed improvements were selected as priorities. Finally, at the Control stage, the authors develop standard operating procedures based on the proposed improvements useful for monitoring service performance at the SMEC Eye Hospital.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Jelita Plastcynthia Sari
AU  - Mushonnifun Faiz Sugihartanto
AU  - Imam Baihaqi
PY  - 2023
DA  - 2023/07/31
TI  - Business Process Improvement of Hospital Administration and Design of Standard Operating Procedures by Using the DMAIC Method
BT  - Proceedings of the 3rd International Conference on Business and Engineering Management (ICONBEM 2022)
PB  - Atlantis Press
SP  - 236
EP  - 255
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-216-3_19
DO  - 10.2991/978-94-6463-216-3_19
ID  - Sari2023
ER  -