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Purpose – The purpose of this paper is to illustrate how Lean Six Sigma (LSS) methodology was applied to a medical records department (MRD) of a hospital in India to reduce the Turn-Around-Time (TAT) of medical records preparation process and thus to improve the productivity and performance of...
Purpose – An important feature in managing road infrastructures is the growing use of performance-based contracts (PBCs) in the delivery of maintenance. The expectations are high. But there are also risks connected to PBC. The main question for road agencies is: how to achieve as much as...
Purpose – The purpose of this paper is to present a framework and a case that delineates the coordinated use of the socio-economic approach to management (SEAM) and Lean Six Sigma (LSS) to facilitate operational change. Design/methodology/approach – This study uses action research and...
Purpose – The purpose of this paper is to suggest a solution to the problem of implementing a full “Lean” methodology for small-/medium-sized enterprises (SMEs) in a developing economy. Design/methodology/approach – This is a reflective paper that looks at an illustrative case study...
Purpose – The purpose of this paper is to develop and test a new public healthcare patient satisfaction index (PSI) in Indonesia. More clearly, the index measures overall patient satisfaction and its determinants. Design/methodology/approach – Literature review was performed to identify the...
Purpose – The purpose of this paper is to examine the influence of perceived organizational support (POS), psychological empowerment (PE) and leader member exchange (LMX) as antecedents on the commitment level of employees working in the hotel industry and their subsequent impact on service...
Purpose – The purpose of this paper is to test a comprehensive work-related attitudinal model relevant for job performance by extending the perceived organizational support (POS), job satisfaction, and organizational commitment model with both perceived supervisor support (PSS) and...
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