Glenn Dental Clinic provides general dental care to residents of Philadelphia on
ID: 419377 • Letter: G
Question
Glenn Dental Clinic provides general dental care to residents of Philadelphia on a walk-in basis. The clinic has started receiving complaints from patients that the waiting time is too long and has asked you to investigate whether this problem can be solved. Upon arrival, customers first receive a series of paperwork from the receptionist and fill out relevant information such as personal health records and insurance provider. The form is then handed back to a receptionist who enters the information into the computer system for the dentist to see. A dental assistant then takes an X-ray from the patient. A dentist then performs the check-up and discusses any issues with the patient. Based on conversations with staff members at the clinic, you have obtained the following information on the process 1. It takes about 5 minutes for a customer to fill out the paperwork. 2. Entry of information on the paperwork into the system and verification with past records takes another 5 minutes for a receptionist. There are two receptionists 3. It takes 15 minutes on average for the dental assistant to take an X-ray. There are three dental assistants on shift at any moment 4. There are ten dentists working at the clinic. Each check-up takes 30 minutes on average The following table summarizes the process data collected above Staffing (Numbers of Workers) Activity Time (Minutes per Patient) 5 Resourse ProcesS Self-Service Receptionists Dental Assistant Dentist Paperwork Data Entry X-ray Checkup 2 3 30Explanation / Answer
Effective processing time per patient in any process
= Activity time ( Minutes per patient ) / Number of workers
Therefore ,
Effective processing time at Self service = 5 minutes / patient
Effective processing time at Receptionist = 5/2 = 2.5 minutes / patient
Effective processing time at Dental assistant = 15/3 = 5 minutes/ patient
Effective processing time at Dentist = 30 / 10 = 3 minutes / patient
Therefore ,
Therefore, flow rate of the process = 60 /5 = 12 patients / hour
= Effective processing time at Dentist / Effective processing time at bottleneck process x 100
= 3/5 x 100
=60%
Time taken by the first patient to reach the last stage i.e. Process “Checkup”
= Time taken at “Paperwork” by the 1st patient + Time taken by the 1st patient at “Data entry” + Time taken by the 1st patient at X – Ray
= 5 + 5 + 15minutes
= 25 minutes
Subsequent to the first patient reaching the last stage, rate at which every patient comes out of the system ( determined by the bottleneck process ) = 5 minutes
Therefore , time taken for 20 patients to come out of the system = 5 x 20 = 100 minutes
Therefore , total time taken to serve 20 patients
= 25 + 100
= 125 minutes
ASSUMING THE PROCESS STARTS EMPTY, TIME TAKEN TO SERVE 20 PATIENTS = 125 MINUTES
ASSUMING THE PROCESS STARTS EMPTY, TIME TAKEN TO SERVE 20 PATIENTS = 125 MINUTES
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