Simulation Model for the Improvement of the Service Times in a Medical Specialty Center

Jorge Chimarro; William Quitiaquez; Erika Pilataxi; Fernando Toapanta-Ramos

doi:10.1007/978-3-031-70981-4_54

Simulation Model for the Improvement of the Service Times in a Medical Specialty Center

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

In the health sector, offering a quality, fast and uncomplicated service is a necessity for any care center, it is important to take advantage of technological tools that allow monitoring and deciding on the processes. In this research, a simulation of the customer service process was carried out using ARENA software, with the aim of improving the customer service process in compliance with a culture of learning and continuous improvement. The simulation results show a 63.5% reduction in patient waiting time, 24.9% in triage, a 70.6% reduction at check-out, and a 12 to 21% reduction in doctor’s attention. With the results obtained, it would determine that the model is valid, being a viable and economical option to improve the customer care process, limited by software restriction and the model complexity.

Original language	English
Title of host publication	Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application
Editors	Marcelo V. Garcia, Carlos Gordón-Gallegos, Asier Salazar-Ramírez, Carlos Nuñez
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	855-869
Number of pages	15
ISBN (Print)	9783031709807
DOIs	https://doi.org/10.1007/978-3-031-70981-4_54
State	Published - 2024
Event	International Conference on Computer Science, Electronics and Industrial Engineering, CSEI 2023 - Ambato, Ecuador Duration: 6 Nov 2023 → 10 Nov 2023

Publication series

Name	Lecture Notes in Networks and Systems
Volume	797 LNNS
ISSN (Print)	2367-3370
ISSN (Electronic)	2367-3389

Conference

Conference	International Conference on Computer Science, Electronics and Industrial Engineering, CSEI 2023
Country/Territory	Ecuador
City	Ambato
Period	6/11/23 → 10/11/23

Bibliographical note

Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.

Keywords

Lean healthcare
Rockwell arena
service times

CACES Knowledge Areas

2210A Occupational health and safety

Access to Document

10.1007/978-3-031-70981-4_54

Cite this

Chimarro, J., Quitiaquez, W., Pilataxi, E., & Toapanta-Ramos, F. (2024). Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. In M. V. Garcia, C. Gordón-Gallegos, A. Salazar-Ramírez, & C. Nuñez (Eds.), Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application (pp. 855-869). (Lecture Notes in Networks and Systems; Vol. 797 LNNS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-70981-4_54

Chimarro, Jorge ; Quitiaquez, William ; Pilataxi, Erika et al. / Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. editor / Marcelo V. Garcia ; Carlos Gordón-Gallegos ; Asier Salazar-Ramírez ; Carlos Nuñez. Springer Science and Business Media Deutschland GmbH, 2024. pp. 855-869 (Lecture Notes in Networks and Systems).

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abstract = "In the health sector, offering a quality, fast and uncomplicated service is a necessity for any care center, it is important to take advantage of technological tools that allow monitoring and deciding on the processes. In this research, a simulation of the customer service process was carried out using ARENA software, with the aim of improving the customer service process in compliance with a culture of learning and continuous improvement. The simulation results show a 63.5\% reduction in patient waiting time, 24.9\% in triage, a 70.6\% reduction at check-out, and a 12 to 21\% reduction in doctor{\textquoteright}s attention. With the results obtained, it would determine that the model is valid, being a viable and economical option to improve the customer care process, limited by software restriction and the model complexity.",

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author = "Jorge Chimarro and William Quitiaquez and Erika Pilataxi and Fernando Toapanta-Ramos",

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Chimarro, J, Quitiaquez, W , Pilataxi, E & Toapanta-Ramos, F 2024, Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. in MV Garcia, C Gordón-Gallegos, A Salazar-Ramírez & C Nuñez (eds), Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. Lecture Notes in Networks and Systems, vol. 797 LNNS, Springer Science and Business Media Deutschland GmbH, pp. 855-869, International Conference on Computer Science, Electronics and Industrial Engineering, CSEI 2023, Ambato, Ecuador, 6/11/23. https://doi.org/10.1007/978-3-031-70981-4_54

Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. / Chimarro, Jorge; Quitiaquez, William ; Pilataxi, Erika et al.
Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. ed. / Marcelo V. Garcia; Carlos Gordón-Gallegos; Asier Salazar-Ramírez; Carlos Nuñez. Springer Science and Business Media Deutschland GmbH, 2024. p. 855-869 (Lecture Notes in Networks and Systems; Vol. 797 LNNS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Chimarro, Jorge

AU - Quitiaquez, William

AU - Pilataxi, Erika

AU - Toapanta-Ramos, Fernando

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Y1 - 2024

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Chimarro J, Quitiaquez W , Pilataxi E , Toapanta-Ramos F. Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. In Garcia MV, Gordón-Gallegos C, Salazar-Ramírez A, Nuñez C, editors, Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. Springer Science and Business Media Deutschland GmbH. 2024. p. 855-869. (Lecture Notes in Networks and Systems). doi: 10.1007/978-3-031-70981-4_54