Brenton-Cooper Medical Centre (BCMC) has outsourced its MRI operations to Quinte MRI, a seasoned and highly recognized MRI service provider. Unfortunately, after six weeks of operations Quinte MRI’s leased MRI machine is not meeting its expected outputs as projected and is causing concern to both Quinte MRI and BCMC which has begun to lose revenue via referrals away from its clinic. Further, BCMC’s reputation is now at risk which could result in additional loses to the centre. The root cause of the problem appears to lie with the scheduling of the scanning operations.
Dr. Syed Haider, the owner of Quinte MRI, has tasked his business development coordinators with finding a solution to this problem and to report back within 2-days.
Acting as David Wright and Kevin Saskiw, the business development coordinators, my solution to these issues are to regain control of the scheduling process as this is an integral part of the operations. Streamline the scheduling process to reduce variability and improve reliability. Introduce the use of technology to remove manual processes, improve process efficiencies, minimise errors and improve communication across the business lines of operation. I would also hire a new employee to support the scanning operations as there is no backup or adequately trained support for the only Technologist running the operations.
Brenton-Cooper Medical Centre (BCMC) has outsourced its MRI operations to Quinte MRI, a seasoned and highly recognized MRI service provider. Unfortunately, after six weeks of operations Quinte MRI has not lived up to expectations and is not fulfilling its contractual obligations.
Quinte MRI’s leased MRI machine is not meeting its expected outputs as projected and is causing concern to both Quinte MRI and BCMC which has begun to lose revenue via referrals away from its clinic. Further, BCMC’s reputation is now at risk which could result in additional loses to the centre.
Quinte MRI is well aware of this as it stands to lose in both areas as well. If the firm cannot meets its contractual obligations and have its leased machine produce its expected output the loss of revenue would surely spell business failure and a subsequent loss of reputation. As well, the firm would probably be sued for breach of contract.
On another level Quinte MRI has also identified potential issues with a stressed out, overworked employee whom is critical to the success of their business. Potentially, this employee could actually be one of the reasons of the problem that the firm is experiencing. He has identified issues surrounding the scheduling of patients for scanning and has indicated that the process needs to be fixed as it is not working. He further went on to indicate that the expectations from the radiologist for speedy delivery cannot be met due to the time it takes for him to process the patients’ MRI films.
Environmental and Root Cause Analysis
In my opinion there are several operational issues causing problems in the MRI scanning process. First, I believe that there is a problem with the scheduling of patients in that it lacks accuracy, consistency and clarity. Since this operation is being handled by BCMC, Quinte MRI is finding itself at a disadvantage in terms of being able to control this part of the operation. The operation appears to be purely manual, handled by several persons and is prone to input and interpretive errors. Since patients can be sent for scanning via two means (scheduled and same day(unscheduled)) some amount of variability will result. It is therefore imperative that the scheduling function be properly controlled and managed to reduce variability to minimum possible levels. Variability and uncertainty in the scheduling operation is negatively impacting capacity utilization resulting in an overall reduction of efficiency in the scanning process.
Quinte MRI must balance the flow and increase...