ANALYZE THE PROCESS MAP AND SIPOC MODEL TO IDENTIFY POSSIBLE MAIN ROOT CAUSES OF THE PROBLEMS.Students, please view the â€œSubmit a Clickable Rubric Assignmentâ€ in the Student Center. Instructors, training on how to grade is within the Instructor Center.
Students, please view the â€œSubmit a Clickable Rubric Assignmentâ€ in the Student Center. Instructors, training on how to grade is within the Instructor Center.
Case Study 1: Statistical Thinking in Health Care Due Week 4 and worth 150 points
Read the following case study.
Ben Davis had just completed an intensive course in Statistical Thinking for Business Improvement, which was offered to all employees of a large health maintenance organization. There was no time to celebrate, however, because he was already under a lot of pressure. Ben works as a pharmacistâ€s assistant in the HMOâ€s pharmacy, and his manager, Juan de Pacotilla, was about to be fired. Juanâ€s dismissal appeared to be imminent due to numerous complaints and even a few lawsuits over inaccurate prescriptions. Juan now was asking Ben for his assistance in trying to resolve the problem, preferably yesterday!
â€œBen, I really need your help! If I canâ€t show some major improvement or at least a solid plan by next month, Iâ€m history.â€ â€œIâ€ll be glad to help, Juan, but what can I do? Iâ€m just a pharmacistâ€s assistant.â€ â€œI donâ€t care what your job title is; I think youâ€re just the person who can get this done. I realize Iâ€ve been too far removed from day-to-day operations in the pharmacy, but you work there every day. Youâ€re in a much better position to find out how to fix the problem. Just tell me what to do, and Iâ€ll do it.â€ â€œBut what about the statistical consultant you hired to analyze the data on inaccurate prescriptions?â€ â€œBen, to be honest, Iâ€m really disappointed with that guy. He has spent two weeks trying to come up with a new modeling approach to predict weekly inaccurate prescriptions. I tried to explain to him that I donâ€t want to predict the mistakes, I want to eliminate them! I donâ€t think I got through, however, because he said we need a month of additional data to verify the model, and then he can apply a new method he just read about in a journal to identify â€˜change points in the time series,â€ whatever that means. But get this, he will only identify the change points and send me a list; he says itâ€s my job to figure out what they mean and how to respond. I donâ€t know much about statistics â€” the only thing I remember from my course in college is that it was the worst course I ever tookâ€“ but Iâ€m becoming convinced that it actually doesnâ€t have much to offer in solving real problems. Youâ€ve just gone through this statistical thinking course, though, so maybe you can see something I canâ€t. To me, statistical thinking sounds like an oxymoron. I realize itâ€s a long shot, but I was hoping you could use this as the project you need to officially complete the course.â€
â€œI see your point, Juan. I felt the same way, too. This course was interesting, though, because it didnâ€t focus on crunching numbers. I have some ideas about how we can approach making improvements in prescription accuracy, and I think this would be a great project. We may not be able to solve it ourselves, however. As you know, there is a lot of finger-pointing going on; the pharmacists blame sloppy handwriting and incomplete instructions from doctors for the problem; doctors blame pharmacy assistants like me who actually do most of the computer entry of the prescriptions, claiming that we are incompetent; and the assistants tend to blame the pharmacists for assuming too much about our knowledge of medical terminology, brand names, known drug interactions, and so on.â€ â€œIt sounds like thereâ€s no hope, Ben!â€
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