Process analysis and capacity utilization in a dental clinic in Kazakhstan

Abstract

Purpose

The purpose of this paper is to investigate the service delivery system of a dental clinic in Kazakhstan to maximize the clinic’s efficiency.

Design/methodology/approach

The study uses process analysis to determine the capacity utilization and areas of bottlenecks in the dental clinic’s system.

Findings

The analysis shows that the most severe bottleneck is identified in step 16 of the 20-step patient flow process. The system efficiency is approximately 62 per cent.

Practical implications

The study will help similar health-care organizations identify areas of bottlenecks in their operational system. This would allow management to deploy optimal resources that would improve systems’ performance.

Originality/value

The paper provides a framework for health-care managers to identify how to reduce patient throughput time and increase patient satisfaction.

Citation

Ahmed, S. and Amagoh, F. (2014), "Process analysis and capacity utilization in a dental clinic in Kazakhstan", Competitiveness Review, Vol. 24 No. 4, pp. 347-356. https://doi.org/10.1108/CR-04-2013-0037