The Increasing of Performance Efficiency and Customer satisfaction At Nephron-Trat Hemodialysis Center by Applying Lean Concept

Abstract

The proposes of this independent study were: to improve process efficiency in the Hemodialysis unit of Nephron-Trat Company Limited. Applying Lean concepts to reduce non-value added activities out of the processes 2) to  increase the speed of service reducing hemodialysis service recipient’s unnecessary waiting and 3) to increase more recipient satisfaction.

The sample comprised 83 peoples who received the hemodialysis unit service. The research instruments were   hemodialysis service satisfaction questionnaires, and a focus group discussion with the hemodialysis unit staffs. Then analyzing the processes and identifying wastes by using ECRS concept (Eliminate, Combine, Re-arrange, and Simplify).

The study found that the Hemodialysis unit had 16 activities of hemodialysis processes include; 9 value added activities (56.25%), 3 non-value added but necessary activities (18.25%) and 4 non-value added activities (25%) which is consistent with the data from hemodialysis service satisfaction questionnaires. After applying lean concepts, steps of working was decreased from 16 activities to 8 activities (50%), service duration decreased from 314 minutes to 296 minutes (5.73%) and increased customer satisfaction 26.20%.