Table Of ContentI
Application of Lean Six Sigma to Optimize
Admission Waiting Time at AL-Mowasah Hospital
Prepared by
Basil Asfour
Supervisor
Prof. Mohammad AL- Nuiami
THESIS SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE DEGREE OF
Master Business Administration (MBA)
Faculty of Business
Middle East University
June / 2012
II
III
DISCUSSION COMMITTEE DECISION
IV
Acknowledgements
This thesis is the product of an educational experience at MEU, various
people have contributed towards its completion at different stages, either directly or
indirectly, and any attempt to thank all of them is bound to fall short.
To begin, I would like to express my whole hearted and sincere gratitude to
Dr. Mohammad AL- Nuiami for his guidance, time, and patience, for supporting me
and this thesis during every stage of its development.
I would like to extend my special thanks to my family, without whose
encouragement and support I wouldn’t have been here completing my degree’s
final requirements.
Basil Asfour
V
Dedication
To
I am pleased to dedicate this work to my father and my mother and my wife and my
brothers and sisters and all friends and family
Basil Asfour
VI
Table of Contents
Subject Page
Authorization II
Discussion Committee Decision III
Acknowledgement IV
Dedication V
Table of Contents VI
List of Tables VIII
List of Figure XI
Appendices XII
Abstract in English Language XIII
Chapter One
1
General Framework
(1-1): Introduction 2
(1-2): Study Problem and Questions 4
(1-3): Significance of the Study 5
(1-4): Objectives of the Study 6
(1-5): Study Model and Hypotheses 6
(1-6): Study Limitations 8
(1-7): Study Delimitations 9
(1-8): Terminologies 9
Chapter Two
10
Theoretical Framework and Previous Studies
(2-1): Introduction 11
(2-2): Quality Management 11
(2-3): Six Sigma 18
(2-4): Lean Six Sigma 34
(2-5): Previous Studies 48
(2-6): Study Contribution to Knowledge 62
VII
Table of Contents
Subject Page
Chapter Three
63
Method and Procedures
(3-1): Introduction 64
(3-2): Study Methodology 64
(3-3): Study Population and Sample 65
(3-4): Demographic Variables to Study Sample 66
(3-5): Study Tools and Data Collection 69
(3-6): Statistical Treatment 71
(3-7): Validity and Reliability 73
Chapter Four
75
Analysis of Results & Hypotheses Tests
(4-1): Introduction 76
(4-2): Descriptive analysis of study variables 76
(4-3): Study Hypotheses Tests 89
Chapter Five
113
Results, Conclusions and Recommendations
(5-1): Results 114
(5-2): Conclusions 116
(5-3): Recommendations 118
References 119
Appendices 125
VIII
List of Tables
No. Subject Page
Combining key Lean and Six Sigma principles
(2 – 1) 45
Descriptive sample of the demographic variables of the
study from employers’ staff working in AL-Mowasah
(3 – 1) 66
Hospital
Descriptive sample of the demographic variables of the
(3 – 2) 68
study from patients
Reliability of Questionnaire Dimensions
(3 – 3) 74
Arithmetic mean, SD, item importance and application level of
(4 – 1) 77
Top management involvement and support
Arithmetic mean, SD, item importance and application level of
(4 – 2) 78
Quality-driven organizational culture
Arithmetic mean, SD, item importance and application level of
(4 – 3) 80
Customer involvement
Arithmetic mean, SD, item importance and application level of
(4 – 4) 81
Process management
Arithmetic mean, SD, item importance and application level of
(4 – 5) 83
implementation of other quality improvement programs
Arithmetic mean, SD, item importance and level of Room
(4 – 6) 84
services satisfaction
Arithmetic mean, SD, item importance and level of
(4 – 7) 86
Interpersonal skills satisfaction
Arithmetic mean, SD, item importance and level of Technical
(4 – 8) 87
quality satisfaction
Arithmetic mean, SD, item importance and level of General
(4 – 9) 88
satisfaction
IX
List of Tables
No. Subject Page
One sample t-test to ensure the AL-Mowasah Hospital
(4 – 10) 90
committed to Application Lean Six Sigma Principles
One sample t-test to ensure the AL-Mowasah Hospital
(4 – 11) 91
committed to top management involvement and support
One sample t-test to ensure the AL-Mowasah Hospital
(4 – 12) 92
committed to Quality-driven organizational culture
One sample t-test to ensure the AL-Mowasah Hospital
(4 – 13) 93
committed to Customer involvement
One sample t-test to ensure the AL-Mowasah Hospital
(4 – 14) 94
committed to Process management
One sample t-test to ensure the AL-Mowasah Hospital
committed to implementation of other quality improvement
(4 – 15) 95
programs
Multiple regression analysis test results of the impact of Lean
Six Sigma Principles on admitted patient’s satisfaction in AL-
(4 – 16) 96
Mowasah Hospital
Simple Regression Analysis test results of the impact of Top
management involvement and support on admitted patient’s
(4 – 17) 98
satisfaction in AL-Mowasah Hospital Amman
Simple Regression Analysis test results of the impact of
Quality-driven organizational culture on admitted patient’s
(4 – 18) 99
satisfaction in AL-Mowasah Hospital Amman
Simple Regression Analysis test results of the impact of
Customer involvement on admitted patient’s satisfaction in AL-
(4 – 19) 100
Mowasah Hospital Amman
X
List of Tables
No. Subject Page
Simple Regression Analysis test results of the impact of
Process management on admitted patient’s satisfaction in AL-
(4 – 20) 101
Mowasah Hospital Amman
Simple Regression Analysis test results of the impact of
implementation of other quality improvement programs on
(4 – 21) 103
admitted patient’s satisfaction in AL-Mowasah Hospital
Amman
Simple Regression Analysis test results of the impact of Lean
Six Sigma on admitted patient’s satisfaction about Room
(4 – 22) 105
services in AL-Mowasah Hospital
Simple Regression Analysis test results of the impact of Lean
Six Sigma on admitted patient’s satisfaction about
(4 – 23) 106
Interpersonal skills in AL-Mowasah Hospital
Simple Regression Analysis test results of the impact of Lean
Six Sigma on admitted patient’s satisfaction about Technical
(4 – 24) 107
quality in AL-Mowasah Hospital
Difference between employees and admitted patients in AL-
Mowasah Hospital about Application Lean Six Sigma
(4 – 25) 109
Principles
Level of Lean Six Sigma to AL-Mowasah Hospital
(4 – 26) 110
AL-Mowasah Hospital Lean Six Sigma Level
(4 – 27) 111
Number of defects per million opportunities and the level of
(4 – 28) 112
sigma
Description:engineers decided that the traditional quality levels -- measuring defects in Leaders such as Larry Bossidy of Allied Signal (now Honeywell), and Jack As Geoff Tennant describes in his book Six Sigma: SPC and TQM in This study determines critical factors for aircraft maintenance, repair, and.
