Rensselaer Faculty Webinar Series - Archived Webinar 12/7/11

Controlling Wait Times in Hospitals and Other Service Systems

Presented by Professor John Maleyeff
Originally presented on 12/7/11

Many organizations that serve either internal or external customers operate in settings that are influenced by numerous uncertainties that often result in long customer wait times. Examples include custom design, troubleshooting, maintenance, repair, and many healthcare services. For example, increases in patient volume combined with reductions in hospital resources and more complex diagnostic testing and treatments often result in longer patient wait times.

Solving this problem is a challenge because the numerous sources of uncertainty combine to raise havoc in ways that may be subtle and unnoticeable, and that result in both excessive and unpredictable wait times. This presentation uses a hospital emergency room simulation study as the basis for illustrating how removing non value-added activities or decreasing service times even a small amount can stabilize and improve system performance.

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