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Articles 1 - 4 of 4
Full-Text Articles in Operations Research, Systems Engineering and Industrial Engineering
Achieving Universal Liaisons And Healthcare Contact Center Centralization Through The Use Of Decision Support Tools, Jared S. Fiacco
Achieving Universal Liaisons And Healthcare Contact Center Centralization Through The Use Of Decision Support Tools, Jared S. Fiacco
Graduate Dissertations and Theses
Healthcare contact centers often experience a large volume of calls and traditional standardized guidelines can be difficult to follow during an active call. While more common workflows can be memorized, they change often because Healthcare is a dynamic field. Constant updates to workflows, an abundance of different processes and provider preferences, and a fast paced environment can lead Customer Service Liaisons (CSLs) to handle patient inquiries incorrectly. Active decision support tools enable a CSL to follow an updated workflow without needing to navigate through complex guidelines and emails. This research shows that contact center centralization through the use of decision …
Continuous Decision Support, Jeremy P. Hendrix
Continuous Decision Support, Jeremy P. Hendrix
Theses and Dissertations
Organizations are often faced with portfolio construction efforts that require them to select one or more alternatives, subject to resource constraints, with the aim of achieving the maximum value possible. This is a well-defined problem with a number of analytically defensible approaches, provided the entire set of alternatives is known when the decision event takes place. Less well treated in the literature is how to approach this problem when the entire set of alternatives is unknown, as when the alternatives arrive over time. This change in the availability of data shifts the problem from one of identifying an optimal subset …
Hippi Care Hospital: Towards Proactive Business Processes In Emergency Room Services, Kar Way Tan, Venky Shankaraman
Hippi Care Hospital: Towards Proactive Business Processes In Emergency Room Services, Kar Way Tan, Venky Shankaraman
Research Collection School Of Computing and Information Systems
It was 2.35 am on a Saturday morning. Wiki Lim, process specialist from the Process Innovation Centre (PIC) of Hippi Care Hospital (HCH), desperately doodling on her notepad for ideas to improve service delivery at HCH’s Emergency Department (ED). HCH has committed to the public that its ED would meet the service quality criterion of serving 90% of A3 and A4 patients, non-emergency patients with moderate to mild symptoms, within 90 minutes of their arrival at the ED. The ED was not able to meet this performance goal and Dr. Edward Kim, the head of the ED at HCH, had …
Strategic Technology Maturation And Insertion (Stmi): A Requirements Guided, Technology Development Optimization Process, James Brill Clegern
Strategic Technology Maturation And Insertion (Stmi): A Requirements Guided, Technology Development Optimization Process, James Brill Clegern
Doctoral Dissertations
This research presents a Decision Support System (DSS) process solution to a problem faced by Program Managers (PMs) early in a system lifecycle, when potential technologies are evaluated for placement within a system design. The proposed process for evaluation and selection of technologies incorporates computer based Operational Research techniques which automate and optimize key portions of the decision process. This computerized process allows the PM to rapidly form the basis of a Strategic Technology Plan (STP) designed to manage, mature and insert the technologies into the system design baseline and identify potential follow-on incremental system improvements. This process is designated …