Optimize service processes by blueprinting, queue management and scheduling.
Learning Objectives:
St. Gianna Healthcare (SGH) clinic service management is designed for students to understand service management processes and to optimize service queues by appropriate scheduling techniques. Students will be able to understand and apply triaging processes, demand management, capacity utilization and scheduling optimization techniques for better customer experience.
Simulation Outcomes:
Analyze service systems
Perform analysis of waiting lines by application of queuing theory
Schedule clinic appointments to reduce waiting times
Optimize facility utilization and improve customer experience
Simulation Details:
Discipline / Specialization: Service Management, Service Operations, Service Marketing, Queuing Systems, Systems Design, Business Process Analysis
Courses: Business Process Analysis, Customer Journey Mapping and Blueprinting, Service Demand and Capacity Management, Queuing and Waiting Line Analysis, Scheduling, Business Process Reconfiguration
