To improve productivity and customer satisfaction levels in its healthcare telephonic delivery model Healthways, Inc., a US health and care support company, used Lean Six Sigma. Telephonic interventions were identified as most important to Healthways' customers using the QFD house of quality tool , and SIPOC and stakeholder analysis was used to select a cross-functional team to carry out the project. A muda walk identified areas of waste, a process map colour-coded the important steps, and a pro...
BPIR Categories14.3.2 Implement an improvement approach/method/technique
6.4.1 Improve process/service performance
6.4.2 Implement systems for managing the service