Instill Lean A3 Thinking into Healthcare IT Services

Jihong Zeng, John Zhang

Abstract


Healthcare information technology is a key enabler for care transformation to provide quality care at low cost and better population health.  Many healthcare organizations have established IT Program Management and adopted ITIL best practice to manage IT services. However, ITIL and traditional project management are heavily process oriented, and neither flexible nor effective enough for swift response to changing business demand. Lean methodologies are increasingly deployed by healthcare providers to improve workflow process management but only has limited use cases documented in healthcare IT service. This paper introduces the Lean A3 Thinking methodology and its value in identifying and eliminating wastes to provide agile and effective solutions in response to customer requests. We present a case study of applying Lean A3 Thinking to improve clinical informatics reporting service. The initial evaluation results are promising and indicate that both ITIL and Lean A3 Thinking focus on customer and service quality, complementing each other well. ITIL provides a framework for ITSM based on a set of best practice to manage IT services. Lean A3 Thinking specifies a set of framework and tools for improving quality of services and processes by eliminating wastes. Proper balance between Lean and ITIL principles for ITSM needs more research and further study.

Keywords


Lean; A3 Thinking; IT Service Management; ITIL; Continuous Improvement

Full Text:

PDF

References


Bell, S.C. & Orzen, M.A. (2010). Lean IT: Enabling and sustaining your lean transformation. New York, NY: Productivity Press.

Blumenthal, D. & Glaser, J.P. (2007). Information technology comes to medicine. The New England Journal of Medicine, 356, 24, 2527-2534.

BMC Software. (2014, June 25). Remedy IT service management suite. http://www.bmc.com/it-solutions/remedy-itsm.html

Fine, B., Golden, B., Hannam, R. and Morra, D. J. (2009). Leading Lean: A Canadian healthcare leader’s guide. Healthcare Quarterly, 12(3), 26-35.

Johnson, M. W., Hately, A., Miller, B.A., & Orr, R. (2007). Evolving standards for IT service Management. IBM Systems Journal, 46(3), 583-597. doi: 10.1147/sj.463.0583

Ohno, T. (1988). Toyota Production System: Beyond large scale production. Portland, OR: Productivity Press.

Office of Government Commerce (OGC). (2007). Service Operation Book. London, England: The Stationary Office.

Project Management Institute (PMI). (2008). A guide to the project management body of knowledge. Newtown Square, PA: Project Management Institute, Inc.

Sobek, D.K.II, & Smalley A. (2008). Understanding A3 thinking: a critical component of Toyota’s PDCA Management System. New York, NY: Productivity Press.

van Bon, J., Pieper, M. & van deer Veen, A. & Verheijen, T. (2005). Foundations of IT Service Management based in ITIL. Wilcon, Amersfoort, Netherlands: Van Haren Publishing.

Williams, H. & Durray, R. (2012). Making IT lean: applying lean practices to the work of IT. Boca, Raton, FL: CRC Press.

Womack, J. and Daniel, T.J. (2005). Lean solutions: how companies and customers can create value and wealth together. New York, NY: Free Press.




DOI: http://dx.doi.org/10.18533/ijbsr.v4i8.568

Refbacks

  • There are currently no refbacks.




Copyright (c)

 ...........................................................................................................................

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

............................................................................................................................

If you find difficulties in submitting manuscript please forward your doc file to support@thejournalofbusiness.org. Our support team will assist you in submission process and other technical matters.

In order to get notifications on inbox please add  this domain thejournalofbusiness.org in your email safe list.

International journal of business and social research (Print)
ISSN 2164-2540

International journal of business and social research (Online)
ISSN 2164-2559

[International Journal of Business and Social Research (IJBSR) previously published by MIR Center for Socio-Economic Research, MD, USA. From February 2018 this journal is published by the LAR Center Press, OR, USA]