Creating outcomes with redesign efforts.

Abstract

Integrating principles from a variety of theories, managers have developed a conceptual framework for reengineering processes in an endoscopy unit to improve the value of services provided to customers. A major goal of this redesign was to enhance or maintain quality of care, increase efficiency, and maintain or reduce costs. This was accomplished by analyzing data and outcome measures related to patient, physician, and staff member satisfaction, as well as resource allocation. The departmental results were tangible, positive, and visible almost immediately. With the right team and the right techniques, tools, methodologies, and decision-making processes, redesign projects can and do lead to dramatic improvements in productivity, service, customer and staff member satisfaction, cost control, and innovation.