Operations Management: An Integrated Approach, 5th Edition

CASE: The Emergency Room (ER) at Northwest General (B)

Jenn Kostich, director of emergency services at Northwest General Hospital, is faced with a decision on how to respond to a recent memo. Her response could affect the entire ER operation, and she wants to make sure it is prepared correctly.

The Problem

Jenn has just learned that the board of Northwest General has approved plans for a large remodeling and expansion project. All department directors of the hospital have been asked to provide an assessment of their capacity needs if they were requesting an increase in their departmental space. The directors were told to specify the amount of increase they required and provide justification for the request. They were also directed to base their requests on the average of their departments’ demand requirements.

The ER desperately needs more space, and Jenn is easily able to provide the needed documentation. However, she is not sure whether it is reasonable to base capacity requirements for the ER on average demand.

Background

Northwest General is the only major hospital in the area between Seattle and Vancouver. Its ER is always busy, since it is the only hospital servicing the local population and visitors during the long tourist season.

The area has been stable in population growth over the past 10 years. The area is also a significant tourist destination for campers, hikers, and nature lovers. During the tourist season—consisting of summer months (June, July, and August), winter ...