Productivity Measurement in Service Operations: A Case Study from the Healthcare Environment

A primary objective in measuring productivity is to improve operations either by using fewer inputs to produce the same output, or to produce:

Goods and services are both areas of operations, this means that they will change the state of any input into output. In order to achieve this they will need to have a transformation process according to the type of service or goods they have to offer this is all part of satisfying customer needs.

Collecting data and analyzing employee activity to identify key performance indicators (KPIs) is used to forecast an expected array for all monitored work assignments. Organizational development requires improving what the organization knows about employee performance. The statistics helps to determine whether efficiency processes that are impacting to the workload are effective. Monitoring call average handling times (AHT) per call and customer ratings can increase both productivity and quality (Levenson, 2014, p. 23). When analyzing KPIs, organizations can use the process statistics to determine or observe processes that helps to drive exceptional customer experiences by providing guidance and feedback regarding all elements of the customer

Productivity refers to what can be produced at a given time with the least resources and effort. Productivity can also be defined as the ratio that estimates ho properly an organization converts its resources into goods/services or financial results such as profit. Workplace settings can be perceived as the pressures, situations, stresses, aggressive, demographic, social, regulations and technological elements that affect the operations, survival, and growth of organizations.

I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledge and disclosed in the paper. I have also cited any sources from which I used data, ideas of words, whether quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.

The housekeeping forms of performance measurement are common among APN’s because of their experience as opposed to substantive forms, because of good documentation (Buppert, 2018). In addition, the APN use productivity incentive which was generated from the billing reports. Eventually, the clinical productivity in the incentive plan was measured by Medical Group Management Association (MGMA). The performance measure helps to improve overall job satisfaction, more patient care, and less administrative tasks, increased communication, attendance at staff meeting, increase in preceptorship, completed annual evaluation, and increase in leadership activities (Rhodes, Bechtle, & McNett,

Through that conversation, Alex realized that “productivity is the act of bringing a company closer to its goal” ( 1992). Alex thought the company’s goal is to increase efficiencies but he later realized that every company’s goal, including his plant, is to make money or to be profitable and anything that comes closer to the goal is considered as productive.

Productivity is the cornerstone of any organizations profitability. This means that any organization can be deemed productive if all its moving parts are working

18.   The dimensions of product and service quality are too abstract to be applied to be applied operationally TRUE

The productivity or added value of the unit is the ultimate output measure and this is a fair reflection of a employee's ability to gain results through people.

The productivity of any organization depends on the satisfaction of the employees, as happier employees also make more profit as they work faster and harder.

When reading the book The Goal written by Eliyahu Goldratt, there were many lessons that I learned in order to have a clear and concise understanding of a positive level of productivity in a company. To have a positive level of productivity there are may components that are taken into consideration. Understanding what it actually means to be productive and how to increase the level of productivity by knowing the actual goal of the company that is trying to be reached and the components that go into the process of being productive. There are many factors that contribute to the level of productivity and being able to identify these factors is the key ingredient to having a successful level of productivity.

Although production needs are being met, improvements in productivity are always at the forefront of management’s thoughts. Doing more with less is a constant effort for middle management and hourly laborers. Over all the

The lean principles can be applied to service operations, as service operations are “organized systems of production processes” with the same potential for improvement through implementation of lean precepts as manufacturing operations (Benson, 1986 in Duclos et al., 1995). Manufacturing employ processes that add value to the inputs used in creating final products, which is in a way similar to services (Canel et al., 2000). Silvestro et al. (1993) classified service processes into three major headings of professional, service shop and mass. These three majors headings are further classified into six different dimensions of equipment/people focus as the main element of the service delivery is provided by equipment or people; customer contact time per transaction; the

The major differences between goods and services in operations management are their goods, inventory, customers, labor and location. One major difference in the tangibility of their output. For example, a service firm would entail consultancy, training or maintenance, this is an intangible product. These services are not tangible object, but still provide a “product” for the customer. A good would be a tangible for the consumer. A company manufactures a certain product and the consumer is able to physically receive it. For example, A manufacturer such as Coke, Nestle, Honda and BMW. Another difference between a service and goods is their inventory. Service forms do not hold inventory, they provide a service when their customers ' need it. Manufacturers produce goods which creates an inventory. Inventory levels are created through supply and demand. A lot of companies only have a certain level of inventory in order to utilize their “space”. In addition a major difference between goods and services is their customer relationship. There is a high customer contact in the service industry. The service industry caters to their clients; meaning they adjust their service to the needs of the customer. For example, a consulting firm may only need to do four hours of work with a certain customer and twelve hours with another. In manufacturing goods there is low customer contact. Manufactures can produce their customers goods without having them submit an order, because they can