Case Study 2: Improving Service in a Dental Office
Beth, a dentist, wanted to improve the service to her patients. She had a good reputation for quality of work; she was known for taking great care and time to see that the work was done right. She had two full-time and two part-time assistants, as well as two office administrators (one worked half-time). The two part-time assistants mainly did teeth cleaning, while the full-time assistants helped Beth with dental procedures other than cleaning. Beth was thinking about expanding the practice and creating a partnership with another dentist. Beth answered the three improvement questions:
FIGURE 3.1. RUN CHARTS OF KEY MEASURES FOR MORNING MEETINGS.
What Am I Trying to Accomplish?