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Service Engineering: Multi-Disciplinary Process View. Index. Function. Scientific Discipline. Multi-Disciplinary. Emergency Department Design. Service Completion (sent to other department). Organization Design: Parallel (Flat) = ER vs. a true ED. Information Design. Operations/

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Service Engineering: Multi-Disciplinary Process View

Index

Function

Scientific Discipline

Multi-Disciplinary

Emergency Department Design

Service Completion

(sent to other department)

Organization Design:

Parallel (Flat) = ER

vs. a true ED

Information Design

Operations/

Business

Process

Archive

MIS, HFE,

Operations Research

( Waiting Time

Active Dashboard )

Sociology, Psychology,

Operations Research

Blocked

(Ambulance Diversion)

Experts

Nurses

Internal

Queue

Database

Design

Job Enrichment

Acute,

Walking

ED-Stress

Data Mining:

MIS, Statistics,Operations Research, Marketing

Training

Psychology

(High turnovers

Medical-Staff shortage)

HRM

Incentives

Arrivals

Game Theory,

Economics

Hospital

Reception

Triage

Physicians

Surgical

Queue

Home

Psychological

Process

Archive

Forecasting

Efficiency

Stretcher

Walking

Skill Based Routing

(SBR) Design

Statistics,

Human

Resource

Management

(HRM)

Patients

Segmentation

Operations Research,

HRM, MIS, Medicine

Medicine

Customers

Interface Design

Quality

Medicine,

Psychology,

Marketing

Imaging

Laboratory

Human Factors

Engineering

(HFE)

Interns

Orthopedic

Queue

Service Process

Design

LWBS

New Services Design (R&D)

Returns

Operations

Research, Medicine

Psychology,

Statistics

Operations,

Marketing,

MIS

“Lost” Patients

Returns (Old or New Problem)


Service Engineering: Emergency Department Design

Index

Function

Scientific Discipline

Multi-Disciplinary

Emergency Department Design

Service Completion

(sent to other department)

Organization Design:

Parallel (Flat) = ER

vs. a true ED

Information Design

Operations/

Business

Process

Archive

MIS, HFE,

Operations Research

( Waiting Time

Active Dashboard )

Sociology, Psychology,

Operations Research

Blocked

(Ambulance Diversion)

Experts

Nurses

Internal

Queue

Database

Design

Job Enrichment

Acute,

Walking

ED-Stress

Data Mining:

MIS, Statistics,Operations Research, Marketing

Training

Psychology

(High turnovers

Medical-Staff shortage)

HRM

Incentives

Arrivals

Game Theory,

Economics

Hospital

Reception

Triage

Physicians

Surgical

Queue

Home

Psychological

Process

Archive

Forecasting

Efficiency

Stretcher

Walking

Skill Based Routing

(SBR) Design

Statistics,

Human

Resource

Management

(HRM)

Patients

Segmentation

Operations Research,

HRM, MIS, Medicine

Medicine

Customers

Interface Design

Quality

Medicine,

Psychology,

Marketing

Imaging

Laboratory

Human Factors

Engineering

(HFE)

Interns

Orthopedic

Queue

Service Process

Design

LWBS

New Services Design (R&D)

Returns

Operations

Research, Medicine

Psychology,

Statistics

Operations,

Marketing,

MIS

“Lost” Patients

Returns (Old or New Problem)


Service Engineering: Multi-Disciplinary Process View

Index

Function

Scientific Discipline

Multi-Disciplinary

Emergency Department Design

Service Completion

(sent to other department)

Organization Design:

Parallel (Flat) = ER

vs. a true ED

Information Design

Operations/

Business

Process

Archive

MIS, HFE,

Operations Research

( Waiting Time

Active Dashboard )

Sociology, Psychology,

Operations Research

Blocked

(Ambulance Diversion)

Experts

Nurses

Internal

Queue

Database

Design

Job Enrichment

Acute,

Walking

ED-Stress

Data Mining:

MIS, Statistics,Operations Research, Marketing

Training

Psychology

(High turnovers

Medical-Staff shortage)

HRM

Incentives

Arrivals

Game Theory,

Economics

Hospital

Reception

Triage

Physicians

Surgical

Queue

Home

Psychological

Process

Archive

Forecasting

Efficiency

Stretcher

Walking

Skill Based Routing

(SBR) Design

Statistics,

Human

Resource

Management

(HRM)

Patients

Segmentation

Operations Research,

HRM, MIS, Medicine

Medicine

Customers

Interface Design

Quality

Medicine,

Psychology,

Marketing

Imaging

Laboratory

Human Factors

Engineering

(HFE)

Interns

Orthopedic

Queue

Service Process

Design

LWBS

New Services Design (R&D)

Returns

Operations

Research, Medicine

Psychology,

Statistics

Operations,

Marketing,

MIS

“Lost” Patients

Returns (Old or New Problem)


Service Engineering: Multi-Disciplinary View

Index

Function

Scientific Discipline

Multi-Disciplinary

Emergency Department Design

Service Completion

(sent to other department)

Organization Design:

Parallel (Flat) = ER

vs. a true ED

Information Design

Operations/

Business

Process

Archive

MIS, HFE,

Operations Research

( Waiting Time

Active Dashboard )

Sociology, Psychology,

Operations Research

Blocked

(Ambulance Diversion)

Experts

Nurses

Internal

Queue

Database

Design

Job Enrichment

Acute,

Walking

ED-Stress

Data Mining:

MIS, Statistics,Operations Research, Marketing

Training

Psychology

(High turnovers

Medical-Staff shortage)

HRM

Incentives

Arrivals

Game Theory,

Economics

Hospital

Reception

Triage

Physicians

Surgical

Queue

Home

Psychological

Process

Archive

Forecasting

Efficiency

Stretcher

Walking

Skill Based Routing

(SBR) Design

Statistics,

Human

Resource

Management

(HRM)

Patients

Segmentation

Operations Research,

HRM, MIS, Medicine

Medicine

Customers

Interface Design

Quality

Medicine,

Psychology,

Marketing

Imaging

Laboratory

Human Factors

Engineering

(HFE)

Interns

Orthopedic

Queue

Service Process

Design

LWBS

New Services Design (R&D)

Returns

Operations

Research, Medicine

Psychology,

Statistics

Operations,

Marketing,

MIS

“Lost” Patients

Returns (Old or New Problem)


Service Engineering: Process View

Index

Function

Scientific Discipline

Multi-Disciplinary

Emergency Department Design

Service Completion

(sent to other department)

Information Design

Organization Design:

Parallel (Flat) = ER

vs. a true ED

Operations/

Business

Process

Archive

MIS, HFE,

Operations Research

( Waiting Time

Active Dashboard )

Sociology, Psychology,

Operations Research

Blocked

(Ambulance Diversion)

Experts

Nurses

Internal

Queue

Database

Design

Acute,

Walking

Job Enrichment

ED-Stress

Data Mining:

MIS, Statistics,Operations Research, Marketing

Training

Psychology

(High turnovers

Medical-Staff shortage)

HRM

Incentives

Game Theory,

Economics

Arrivals

Hospital

Reception

Triage

Physicians

Surgical

Queue

Home

Psychological

Process

Archive

Forecasting

Efficiency

Stretcher

Walking

Statistics,

Human

Resource

Management

(HRM)

Skill Based Routing

(SBR) Design

Patients

Segmentation

Operations Research,

HRM, MIS, Medicine

Medicine

Customers

Interface Design

Quality

Medicine,

Psychology,

Marketing

Imaging

Laboratory

Human Factors

Engineering

(HFE)

Interns

Orthopedic

Queue

Service Process

Design

LWBS

New Services Design (R&D)

Returns

Operations

Research, Medicine

Psychology,

Statistics

Operations,

Marketing,

MIS

“Lost” Patients

Returns (Old or New Problem)


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