2005: The Application of Simulation Methodology in a HospitalTMs Six Sigma Project

Simulation was recently utilized as the key component of a Six Sigma project at a major hospital in the southeastern United States. The project team used various statistical analysis tools to assess current process performance and measure improvements with process changes. However, simulation provided the best insight into which process changes had the best opportunity to succeed and which would yield little value. This paper briefly discusses the methodology of this project and how simulation provided a better quality solution. 1 SIX SIGMA PROJECT OVERVIEW The hospital wanted to improve its patient experience to world class levels (Miller, Ferrin and Szymanski 2003). An inherent Six Sigma team structure was developed to analyze discrete sub-processes of the overall patient experience (e.g., greet to triage, ED bed to diagnosis, etc.). These teams consisted of staff at all levels of the organization, including physicians. The overall team consisted of: • Steering Committee/Champions