Reference no: EM133512181
Fundamentals of Business Process Management
Task 1 - Produce a business report for Divi-Osu management detailing the current state of their outpatient practices, which will include a set of interrelated process models of the end-to-end patient experience.
Specifically, your team is to produce:
A description of the modelling conventions adopted for the process models, to assist readers' understanding (group work)
A value chain of the processes (group work)
Process models (in the form of collaboration models) using BPMN 2.0, that show, at several appropriate levels of abstraction, how each activity/step in the process is currently conducted. Each model (besides the value-chain) will capture the three main process perspectives (i.e., the control flow, data and resource perspectives). (Individual work)
Each team member is responsible for completing the as-is models of one of the three processes (the consultation process, the prescription fulfillment process, and the Laboratory Process). You will get individual marks for this.
Case Study of a Hospital Outpatient Department
Case Narrative
This is based on an actual case study, where the details have been anonymized to maintain confidentiality and adjusted at times to fit the task requirements.
This case study is of a mid-sized private hospital in Sri Lanka, ‘Divi-Osu'1. Divi-Osu provides inpatient and outpatient services and operates a few branches in the Colombo district and Western province of Sri Lanka.
Divi-Osu is a leading private-sector healthcare provider in Sri Lanka-among the top ten private hospitals in Sri Lanka. Divi-Osu's service network offers inpatient and outpatient care facilities, pharmacy outlets, a wide range of sample collecting centers and ISO-certified laboratory services. Divi-Osu has three private hospitals for inpatient care and eight other branches for outpatient care, with a total of ten ISO 9001- 2015 certified laboratories and over 250 sample collection centers spread over three districts. Also, ten pharmacies offer pharmaceutical and medical needs. They strive to be customer-focused on all their service offerings and highlight this in their branding and marketing campaigns.
The hospital's senior executives decided to systematically analyze its customer-facing processes to improve the overall customer experience while identifying mechanisms to create self-service opportunities for the customers and reducing costs with little or no impact on service quality. By ‘customers,' they refer to the patients who directly receive the service and their families who accompany them while in the hospital.
The hospital management has selected several key focus areas and invited your team (IFN515 project team) to work with the Outpatient department of the main branch in the town of ‘Malabe'. The data presented here is about this single branch, and the scope of the analysis is limited to the information provided. The management wants you to focus on three main areas: the consultation unit, pharmacy, and laboratory.
Outpatient services are one of the first environments in the hospital that patients are introduced to when they arrive, delivering diagnostic, curative, preventative, and rehabilitative services. The outpatient service is most important as it influences the overall perception of a hospital's services to the patients. Outpatient care is globally rapidly growing, and it has been predicted that outpatient centers' revenue will be greater than inpatient services revenue in future.
The information shared below was gathered from semi-structured interviews and questionnaires. There will also be a provision to clarify any queries you may have. A separate channel has been set up within the IFN515 MS team's page to facilitate this.
Attachment:- Hospital Outpatient Department.rar