The 12th International Research Symposium on Service Excellence in Management
June 4, 2011 -
QUIS (which stands for Quality in Service) 12 was held this weekend at the Center for Hospitality Research, School of Hotel Administration on the Cornell University campus. The biennial conference focuses on the scinetific approach to the study of service management. Participants have an opportunity to discuss and share the latest empirical insights and study on service management practices.
Paul Levesque was invited to be part of a panel discussion on Healthcare Services, along with Dr. Srisatish Devapatla and Mr. Rob Lawlis of Cayuga Medical Center; Mr. Frank Zilm of Frank Zilm & Associates; and Dr. Franklin Becker of Cornell University. This panel discussed:
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Improving performance using "lean" approaches and finding low cost, common sense solutions by breaking processes down into manageable components within the context of the organization.
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Analyzing post-occupancy issues, evaluating how the built architectural solution actually functions considering techniques and findings from the field of evidence based design.
The panelists gave their thoughts in context of their own involvement as designers, performance improvement professionals and clinicians, sharing their experiences applying "Lean" Six Sigma and other approaches to healthcare settings.
