289Leveraging Lean in the SupportServices
to address the various causes of waste and, as a result of the Lean implementation, achieved the
following results:
• The volume of incoming calls, an indicator of effective problem resolution, decreased by
30%. The number of inquiries from outpatients fell by 90%.
• Average report turnaround time fell by 42% for inpatient X-rays and by 72% for inpatient
CT scans.
• ER patients saw even greater improvement, with nal reports ready more than 1.5 days
sooner for both X-ray and CT examinations (72% and 82% improvements, respectively).
• Without adding staff or equipment, the department was able to schedule 15–16 more CT
scans a day.
• The department freed up storage space, which was converted into a repor ...