Customer satisfaction in private healthcare: Using lean bundles to improve performance

Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

Competitive business management requires increasing performance whilst reducing waste and resource costs. Lean management, and the use of interrelated and comprehensive lean bundles (such as total quality management, human resource management, just-in-time system and total productive management) can lead to improved operational performance (efficiency, quality, accessibility) which in turn leads to increased business performance. It is found that in private health care settings, human resources and quality operations are key to improved operational performance; quality of service and accessibility for patients are important to increasing business performance.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Citation

(2020), "Customer satisfaction in private healthcare: Using lean bundles to improve performance", Human Resource Management International Digest, Vol. 28 No. 4, pp. 51-53. https://doi.org/10.1108/HRMID-04-2020-0070