Several blogs have already mentioned this news story on Dr. Sami Bahri, the Florida dentist who has used lean manufacturing methods to significantly improve his operations. However I feel it’s important to give this story as much play as possible, as it really shows how lean can be applied, fairly easily in fact, outside of manufacturing. His implementation revolves around a simple philosophy:
The patient is supposed to spend as little time as possible being made to do things he or she doesn’t want to do, particularly things that don’t lead to accomplishment. "When the patient gets in the chair, we don’t want to waste any time," Bahri said. "I look at it from the patient point of view."
One of the core concepts of lean: defining value from the perception of the customer. The patient is the customer. Take the time to read the story, and think about it the next time you have to wait at your dentist… or anywhere for that matter.
Andrea says
I keep meaning to ask my dentist if she’s studied lean (but I’d have to do it BEFORE she numbed me!)
I’ve usually just gotten comfy in the waiting room and I’m taken back to the chair. The only time I spend “waiting” for the dentist to show up is the same time that I’m waiting for the novacaine to kick in. As an example, I recently had to have three fillings totally redone. I had pessimistically blocked three hours out of my schedule. I was done in slightly over an hour. I can’t say I enjoyed the actual process, but there was a minimum of fuss and bother on my end, and the work was done well. From a customer value perspective, that’s what I want.
In fact, really the only thing I’d change about her is that inherent tendancy to talk to everyone else around except the patient. It’s just so unfair to be having a conversation over me that I can’t participate in! ;)
Sami Bahri, DDS says
Hi Kevin
Thank you for asking people to spread my story.
I chose to apply “Lean” in my office only after learning and applying the management sysems available to the public in the 1990s and 2000s. And, experiencing the numerous benefits of Lean, made me want to convert as many medical/dental offices as possible.That is no easy task; Although doctors could make more money with “Lean”, I’d rather focus on improvement in the quality of medical/dental care.
The journey ahead seems long and we are still at the very first steps. You are absolutely right, I need every little bit of help I could receive from your readers.
Thanks again,
Sami
PS:A little note for Andrea,
Many dentists are very efficient and your dentist seems to be one of us. The question becomes: How much is it costing her to be efficient? If you hire more capacity than needed, you can always be on time, but at a higher cost than your lean competitor. Lean allows you to be efficient at a much lower cost, as you know .
I’m happy you’re a satisfied patient :)
Mark Graban says
I’m recording a LeanBlog podcast interview with Dr. Bahri tomorrow, Tuesday July 17 at 7 pm central. If you have a question for him, email me at leanpodcast@gmail.com or visit http://www.leanpodcast.org for how to leave a audio question via skype.