Özet:

Responding customers’ demands quickly and providing the superior quality for them is vital for companies to keep in their business and raise their market share in today’s competing work environment. It is necessary to focus on customers’ needs and demands in service sector such as hospitals. Main customers in hospitals are patients so that waiting in queues is the main problem for this specific environment. Anticipations are mostly non-value added activities and cause waste of money and time. Non-value added activities and insufficient usage of valuable devices must be disposed of the system. Lean management techniques is one of the most significant technique, help to lower wastes and decrease patients wait time. Lean management also known as Toyota production system and there are various techniques of it. Value stream mapping (VSM), job standardization and 5S are most applied ones in service sector. The thesis shows applied lean management techniques could increase efficiency on material usage and decrease patients wait time in hospitals. VSM leads to determine the wastes, job standardization leads to specify the work rules for every worker and 5S leads to organize the work environment; these 3 approaches has been evaluated during thesis. The Arena simulation depends on the determined flow of patients in the research hospital. Non-value added and unnecessary activities, which cause patients to wait has been determined, simulated within different scenarios and eliminated by using Arena. 

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