The Experts below are selected from a list of 8862 Experts worldwide ranked by ideXlab platform
Soetsyr Yuan - One of the best experts on this subject based on the ideXlab platform.
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modeling service experience design processes with Customer Expectation management a system dynamics perspective
Kybernetes, 2010Co-Authors: Yenhao Hsieh, Soetsyr YuanAbstract:Purpose – The purpose of this paper is to propose a conceptual framework of Customer Expectation management and a reference model of service experience design which are regarded as the basic foundation to model the processes of service experience design for service operation strategies simulating and testing by employing a system dynamics approach.Design/methodology/approach – System dynamics is the key approach which includes causal loop diagrams and stock and flow diagrams used to build the reference model of experience design. Simulations of the processes of service experience design have also been implemented by Vensim®.Findings – It is found that the proposed reference model involving Customer Expectation management can successfully capture the key elements of the service experience design within service operation strategies. The system dynamics approach can effectively enable a macro viewpoint of service experience design for service operation strategies and policies.Practical implications – With th...
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using system dynamics to analyze Customer experience design
International Journal of Service Science Management Engineering and Technology, 2010Co-Authors: Yenhao Hsieh, Soetsyr YuanAbstract:Today, Customer experience design is an emerging research direction in the experience economy where good Customer experiences can lead service providers to achieve their business goals. Customer Expectation, another key point for designing service experiences, affects how Customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for Customer experience design. Accordingly, this study not only models the process of Customer experience design by using causal loop diagrams and stock and flow diagrams, but also analyzes how the feedback and time delay factors influence Customer experience design based on the simulation results of system dynamics. According to the macro viewpoint of system dynamics, this paper analyzes these important factors within Customer experience design.
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design of the Customer Expectation measurement model in dynamic service experience delivery
Pacific Asia journal of the Association for Information systems, 2010Co-Authors: Yenhao Hsieh, Soetsyr YuanAbstract:Customer-focused service design and innovation is critical in enabling service firms to deliver what Customers want. Although numerous studies have emphasized the importance of Customer Expectations in numerous disciplines, previous empirical research has only captured non real-time data. Furthermore, previous research contains no mathematical mechanism for correctly catching Customer Expectations. Service firms therefore must make additional efforts to analyze and predict Customer needs according to previous empirical research, yet their predictions and Customer Expectations continue to exhibit a significant gap. Accordingly, this study proposes a systematical and quantitative Customer Expectation measurement model based on Fechner’s Law and the concepts of operation risk that service firms can use to measure real time Customer Expectations during service experience delivery.
Richard J Zarbo - One of the best experts on this subject based on the ideXlab platform.
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Review The Henry Ford Production System: LEAN Process Redesign Improves Service in the Molecular Diagnostic Laboratory A Paper from the 2008 William Beaumont Hospital Symposium on Molecular Pathology
2020Co-Authors: Milena Cankovic, Ruan C Varney, Lisa Whiteley, Dhananjay A Chitale, Richard J Zarbo, Ron Brown, Rita D &apos, Ph.d Milena Cankovic, Henry FordAbstract:Accurate and timely molecular test results play an important role in patient management; consequently, there is a Customer Expectation of short testing turnaround times. Baseline data analysis revealed that the greatest challenge to timely result generation occurred in the preanalytic phase of specimen collection and transport. Here , we describe our efforts to improve molecular testing turnaround times by focusing primarily on redesign of preanalytic processes using the principles of LEAN production. Our goal was to complete greater than 90% of the molecular tests in less than 3 days. The project required cooperation from different laboratory disciplines as well as individuals outside of the laboratory. The redesigned processes involved defining and standardizing the protocols and approaching blood and tissue specimens as analytes for molecular testing. The LEAN process resulted in fewer steps , approaching the ideal of a one-piece flow for specimens through collection/ retrieval , transport , and different aspects of the testing process. The outcome of introducing the LEAN process has been a 44% reduction in molecular test turnaround time for tissue specimens, from an average of 2.7 to 1.5 days. In addition, extending LEAN work principles to the clinician suppliers has resulted in a markedly increased number of properly collected and shipped blood specimens (from 50 to 87%). These continuous quality improvements were accomplished by empowered workers in a blame-free environment and are now being sustained with minimal management involvement. Molecular diagnostic laboratories, just as for other areas of pathology, face challenges associated with increasing testing volumes, decreasing reimbursement, and maintaining and improving quality levels. Diagnostic accuracy is crucial in pathology; nucleic acid-based diagnostic test results are often important for subsequent therapeutic decision making. Accurate and timely molecular testing can add a great deal of value to total patient management. Specimen types such as peripheral blood, bone marrow aspirates, and formalin-fixed, paraffin-embedded (FFPE) tissue, are routinely evaluated using molecular techniques. For tissue-based nucleic acid assays to enter a clinical setting, nucleic acids must be obtainable through current practices of diagnostic pathology. This might involve dealing with individuals who are based at off-site locations, have different priorities, and often have very little understanding of molecular testing requirements. Finally, the isolation of nucleic acids from FFPE tissue, which makes it possible to bring molecular testing to surgical pathology, requires close collaboration between molecular and histology personnel. For accurate and reliable test results, FFPE tissue must be handled in a standardized fashion, similar to how blood an
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the henry ford production system lean process redesign improves service in the molecular diagnostic laboratory a paper from the 2008 william beaumont hospital symposium on molecular pathology
The Journal of Molecular Diagnostics, 2009Co-Authors: Milena Cankovic, Rita Dangelo, Ruan C Varney, Lisa Whiteley, Ronald D Brown, Dhananjay A Chitale, Richard J ZarboAbstract:Accurate and timely molecular test results play an important role in patient management; consequently, there is a Customer Expectation of short testing turnaround times. Baseline data analysis revealed that the greatest challenge to timely result generation occurred in the preanalytic phase of specimen collection and transport. Here, we describe our efforts to improve molecular testing turnaround times by focusing primarily on redesign of preanalytic processes using the principles of LEAN production. Our goal was to complete greater than 90% of the molecular tests in less than 3 days. The project required cooperation from different laboratory disciplines as well as individuals outside of the laboratory. The redesigned processes involved defining and standardizing the protocols and approaching blood and tissue specimens as analytes for molecular testing. The LEAN process resulted in fewer steps, approaching the ideal of a one-piece flow for specimens through collection/retrieval, transport, and different aspects of the testing process. The outcome of introducing the LEAN process has been a 44% reduction in molecular test turnaround time for tissue specimens, from an average of 2.7 to 1.5 days. In addition, extending LEAN work principles to the clinician suppliers has resulted in a markedly increased number of properly collected and shipped blood specimens (from 50 to 87%). These continuous quality improvements were accomplished by empowered workers in a blame-free environment and are now being sustained with minimal management involvement.
Milena Cankovic - One of the best experts on this subject based on the ideXlab platform.
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Review The Henry Ford Production System: LEAN Process Redesign Improves Service in the Molecular Diagnostic Laboratory A Paper from the 2008 William Beaumont Hospital Symposium on Molecular Pathology
2020Co-Authors: Milena Cankovic, Ruan C Varney, Lisa Whiteley, Dhananjay A Chitale, Richard J Zarbo, Ron Brown, Rita D &apos, Ph.d Milena Cankovic, Henry FordAbstract:Accurate and timely molecular test results play an important role in patient management; consequently, there is a Customer Expectation of short testing turnaround times. Baseline data analysis revealed that the greatest challenge to timely result generation occurred in the preanalytic phase of specimen collection and transport. Here , we describe our efforts to improve molecular testing turnaround times by focusing primarily on redesign of preanalytic processes using the principles of LEAN production. Our goal was to complete greater than 90% of the molecular tests in less than 3 days. The project required cooperation from different laboratory disciplines as well as individuals outside of the laboratory. The redesigned processes involved defining and standardizing the protocols and approaching blood and tissue specimens as analytes for molecular testing. The LEAN process resulted in fewer steps , approaching the ideal of a one-piece flow for specimens through collection/ retrieval , transport , and different aspects of the testing process. The outcome of introducing the LEAN process has been a 44% reduction in molecular test turnaround time for tissue specimens, from an average of 2.7 to 1.5 days. In addition, extending LEAN work principles to the clinician suppliers has resulted in a markedly increased number of properly collected and shipped blood specimens (from 50 to 87%). These continuous quality improvements were accomplished by empowered workers in a blame-free environment and are now being sustained with minimal management involvement. Molecular diagnostic laboratories, just as for other areas of pathology, face challenges associated with increasing testing volumes, decreasing reimbursement, and maintaining and improving quality levels. Diagnostic accuracy is crucial in pathology; nucleic acid-based diagnostic test results are often important for subsequent therapeutic decision making. Accurate and timely molecular testing can add a great deal of value to total patient management. Specimen types such as peripheral blood, bone marrow aspirates, and formalin-fixed, paraffin-embedded (FFPE) tissue, are routinely evaluated using molecular techniques. For tissue-based nucleic acid assays to enter a clinical setting, nucleic acids must be obtainable through current practices of diagnostic pathology. This might involve dealing with individuals who are based at off-site locations, have different priorities, and often have very little understanding of molecular testing requirements. Finally, the isolation of nucleic acids from FFPE tissue, which makes it possible to bring molecular testing to surgical pathology, requires close collaboration between molecular and histology personnel. For accurate and reliable test results, FFPE tissue must be handled in a standardized fashion, similar to how blood an
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the henry ford production system lean process redesign improves service in the molecular diagnostic laboratory a paper from the 2008 william beaumont hospital symposium on molecular pathology
The Journal of Molecular Diagnostics, 2009Co-Authors: Milena Cankovic, Rita Dangelo, Ruan C Varney, Lisa Whiteley, Ronald D Brown, Dhananjay A Chitale, Richard J ZarboAbstract:Accurate and timely molecular test results play an important role in patient management; consequently, there is a Customer Expectation of short testing turnaround times. Baseline data analysis revealed that the greatest challenge to timely result generation occurred in the preanalytic phase of specimen collection and transport. Here, we describe our efforts to improve molecular testing turnaround times by focusing primarily on redesign of preanalytic processes using the principles of LEAN production. Our goal was to complete greater than 90% of the molecular tests in less than 3 days. The project required cooperation from different laboratory disciplines as well as individuals outside of the laboratory. The redesigned processes involved defining and standardizing the protocols and approaching blood and tissue specimens as analytes for molecular testing. The LEAN process resulted in fewer steps, approaching the ideal of a one-piece flow for specimens through collection/retrieval, transport, and different aspects of the testing process. The outcome of introducing the LEAN process has been a 44% reduction in molecular test turnaround time for tissue specimens, from an average of 2.7 to 1.5 days. In addition, extending LEAN work principles to the clinician suppliers has resulted in a markedly increased number of properly collected and shipped blood specimens (from 50 to 87%). These continuous quality improvements were accomplished by empowered workers in a blame-free environment and are now being sustained with minimal management involvement.
Yenhao Hsieh - One of the best experts on this subject based on the ideXlab platform.
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modeling service experience design processes with Customer Expectation management a system dynamics perspective
Kybernetes, 2010Co-Authors: Yenhao Hsieh, Soetsyr YuanAbstract:Purpose – The purpose of this paper is to propose a conceptual framework of Customer Expectation management and a reference model of service experience design which are regarded as the basic foundation to model the processes of service experience design for service operation strategies simulating and testing by employing a system dynamics approach.Design/methodology/approach – System dynamics is the key approach which includes causal loop diagrams and stock and flow diagrams used to build the reference model of experience design. Simulations of the processes of service experience design have also been implemented by Vensim®.Findings – It is found that the proposed reference model involving Customer Expectation management can successfully capture the key elements of the service experience design within service operation strategies. The system dynamics approach can effectively enable a macro viewpoint of service experience design for service operation strategies and policies.Practical implications – With th...
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using system dynamics to analyze Customer experience design
International Journal of Service Science Management Engineering and Technology, 2010Co-Authors: Yenhao Hsieh, Soetsyr YuanAbstract:Today, Customer experience design is an emerging research direction in the experience economy where good Customer experiences can lead service providers to achieve their business goals. Customer Expectation, another key point for designing service experiences, affects how Customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for Customer experience design. Accordingly, this study not only models the process of Customer experience design by using causal loop diagrams and stock and flow diagrams, but also analyzes how the feedback and time delay factors influence Customer experience design based on the simulation results of system dynamics. According to the macro viewpoint of system dynamics, this paper analyzes these important factors within Customer experience design.
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design of the Customer Expectation measurement model in dynamic service experience delivery
Pacific Asia journal of the Association for Information systems, 2010Co-Authors: Yenhao Hsieh, Soetsyr YuanAbstract:Customer-focused service design and innovation is critical in enabling service firms to deliver what Customers want. Although numerous studies have emphasized the importance of Customer Expectations in numerous disciplines, previous empirical research has only captured non real-time data. Furthermore, previous research contains no mathematical mechanism for correctly catching Customer Expectations. Service firms therefore must make additional efforts to analyze and predict Customer needs according to previous empirical research, yet their predictions and Customer Expectations continue to exhibit a significant gap. Accordingly, this study proposes a systematical and quantitative Customer Expectation measurement model based on Fechner’s Law and the concepts of operation risk that service firms can use to measure real time Customer Expectations during service experience delivery.
Ruan C Varney - One of the best experts on this subject based on the ideXlab platform.
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Review The Henry Ford Production System: LEAN Process Redesign Improves Service in the Molecular Diagnostic Laboratory A Paper from the 2008 William Beaumont Hospital Symposium on Molecular Pathology
2020Co-Authors: Milena Cankovic, Ruan C Varney, Lisa Whiteley, Dhananjay A Chitale, Richard J Zarbo, Ron Brown, Rita D &apos, Ph.d Milena Cankovic, Henry FordAbstract:Accurate and timely molecular test results play an important role in patient management; consequently, there is a Customer Expectation of short testing turnaround times. Baseline data analysis revealed that the greatest challenge to timely result generation occurred in the preanalytic phase of specimen collection and transport. Here , we describe our efforts to improve molecular testing turnaround times by focusing primarily on redesign of preanalytic processes using the principles of LEAN production. Our goal was to complete greater than 90% of the molecular tests in less than 3 days. The project required cooperation from different laboratory disciplines as well as individuals outside of the laboratory. The redesigned processes involved defining and standardizing the protocols and approaching blood and tissue specimens as analytes for molecular testing. The LEAN process resulted in fewer steps , approaching the ideal of a one-piece flow for specimens through collection/ retrieval , transport , and different aspects of the testing process. The outcome of introducing the LEAN process has been a 44% reduction in molecular test turnaround time for tissue specimens, from an average of 2.7 to 1.5 days. In addition, extending LEAN work principles to the clinician suppliers has resulted in a markedly increased number of properly collected and shipped blood specimens (from 50 to 87%). These continuous quality improvements were accomplished by empowered workers in a blame-free environment and are now being sustained with minimal management involvement. Molecular diagnostic laboratories, just as for other areas of pathology, face challenges associated with increasing testing volumes, decreasing reimbursement, and maintaining and improving quality levels. Diagnostic accuracy is crucial in pathology; nucleic acid-based diagnostic test results are often important for subsequent therapeutic decision making. Accurate and timely molecular testing can add a great deal of value to total patient management. Specimen types such as peripheral blood, bone marrow aspirates, and formalin-fixed, paraffin-embedded (FFPE) tissue, are routinely evaluated using molecular techniques. For tissue-based nucleic acid assays to enter a clinical setting, nucleic acids must be obtainable through current practices of diagnostic pathology. This might involve dealing with individuals who are based at off-site locations, have different priorities, and often have very little understanding of molecular testing requirements. Finally, the isolation of nucleic acids from FFPE tissue, which makes it possible to bring molecular testing to surgical pathology, requires close collaboration between molecular and histology personnel. For accurate and reliable test results, FFPE tissue must be handled in a standardized fashion, similar to how blood an
-
the henry ford production system lean process redesign improves service in the molecular diagnostic laboratory a paper from the 2008 william beaumont hospital symposium on molecular pathology
The Journal of Molecular Diagnostics, 2009Co-Authors: Milena Cankovic, Rita Dangelo, Ruan C Varney, Lisa Whiteley, Ronald D Brown, Dhananjay A Chitale, Richard J ZarboAbstract:Accurate and timely molecular test results play an important role in patient management; consequently, there is a Customer Expectation of short testing turnaround times. Baseline data analysis revealed that the greatest challenge to timely result generation occurred in the preanalytic phase of specimen collection and transport. Here, we describe our efforts to improve molecular testing turnaround times by focusing primarily on redesign of preanalytic processes using the principles of LEAN production. Our goal was to complete greater than 90% of the molecular tests in less than 3 days. The project required cooperation from different laboratory disciplines as well as individuals outside of the laboratory. The redesigned processes involved defining and standardizing the protocols and approaching blood and tissue specimens as analytes for molecular testing. The LEAN process resulted in fewer steps, approaching the ideal of a one-piece flow for specimens through collection/retrieval, transport, and different aspects of the testing process. The outcome of introducing the LEAN process has been a 44% reduction in molecular test turnaround time for tissue specimens, from an average of 2.7 to 1.5 days. In addition, extending LEAN work principles to the clinician suppliers has resulted in a markedly increased number of properly collected and shipped blood specimens (from 50 to 87%). These continuous quality improvements were accomplished by empowered workers in a blame-free environment and are now being sustained with minimal management involvement.
