Robust Design and Professional Services: A Hospital Emergency Room Case

ABSTRACT

This article describes what we believe is a new application of robust design methods. This study challenges the paradigm that robust design does not apply to services. We used a simple robust design approach to optimize the processes of a hospital emergency room. Results show a 25% reduction in average patient length of stay (LOS) without major capital investment for an expanded facility. Confirmation runs showed excellent repeatability. The greatest challenge was helping the team accept and implement the results, thus improving quality without larger staffs, facilities, and budgets. This study suggests that robust design methods can be used to optimize processes outside the product development arena.