6.4 Improve - Evans Chapter 6 George Chapter 9 and 11 MGSC...

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MGSC 485 – Business Process Management Moore School of Business University of South Carolina 1 Evans Chapter 6; George Chapter 9 and 11
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Improve Highlights Purpose: Learn from pilots of selected solutions and execute full scale implementation 2
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Negative Brainstorming SCAMPER 3
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Negative Brainstorming Negative brainstorming helps you solve problems by drawing on analysis results to generate creative improvement ideas. To use this technique, you start with one of two "reverse" questions: Instead of asking, "How do I solve or prevent this problem?" ask, "How could I possibly cause the problem?“ Instead of asking "How do I achieve these results?" ask, "How could I possibly achieve the opposite effect?“ 4
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Negative Brainstorming  Example  During Analysis we note that patient complaints center around long uncomfortable waiting times to see the doctor. Ask the question: how do we make patients wait longer? Double book appointments. Put patients who phone on hold (and forget about them). Don’t communicate arrivals to the Doctor How do we make patients feel more uncomfortable? Remove the chairs from the waiting room. Have patients wait outside in the car park. Discuss patient's problems in public. 5
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SCAMPER SCAMPER is an acronym for words used to make you think broadly about the improvements you can implement. Substitute : what can be used instead? Combine: what can be combined (units, purposes, ideas)? Adapt: what else is like this; what/who could I copy? Modify: can we change the item/problem in some way? Note: some use “magnify” or “minify” instead Put to other uses: what new ways/uses are there? Eliminate: what can you eliminate or reduce?
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6.4 Improve - Evans Chapter 6 George Chapter 9 and 11 MGSC...

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