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Children’s Hospital Case

Children’s Hospital Case. *Hillier and Lieberman. Children’s Hospital Case. Appointments, referrals a mess Each department separate Some phone number not listed Not clear which department appropriate Lack of communication Takes time, annoys clients

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Children’s Hospital Case

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  1. Children’s Hospital Case *Hillier and Lieberman

  2. Children’s Hospital Case • Appointments, referrals a mess • Each department separate • Some phone number not listed • Not clear which department appropriate • Lack of communication • Takes time, annoys clients • Wants to consolidate appointment scheduling into one call-center.

  3. Organizational Issues • Jobs? • Departments must adopt centralized appointment system • Loss of control • Loss of flexibility

  4. Operational Issues • How many people do we need? • English and Spanish speakers? • Part time vs. full time? • Staffing schedule? • Wait times? • Costs?

  5. Data Available • Avg. # calls per hour • % of calls to wrong department (currently) • % of callers speak Spanish • Wages • Staff availability

  6. Data • 20% of callers speak Spanish • +20% pay after 5pm • Full-time 8hr/day • Part-time 4hr/day • Employees cost $20 / hr • Operator can handle 6 calls / hr • To vary the job and even the load you try to find ~140 hrs of paperwork per day from other hospital departments that your call center staff can do between calls • Costs of paperwork is not charged to the call center

  7. Assignment • Some of your questions not answered • Make reasonable assumptions • How many staff are needed? • When? • What type? • Wait time? • Try to use (existing) full time employees • dislike working evenings (unlike part timers) • Bilingual operators are harder to find

  8. Assignment • Due Wednesday • Originally Monday but moved • Class Discussion • Due in class is a 1 page memo to the hospital administrator outlining your recommendation. • Don’t focus on how you determined it. • If there are multiple near-optimal solutions, then mention that (it gives them flexibility).

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