University Health Services Walk-In Clinic

University Health Services allows you to apply process analysis
techniques to a more complex service environment. It demonstrates
how variations can affect effective capacity and
emphasizes on ways to cope with variations in capacity planning.
Prepare the following questions for class:

1. Draw the process flow diagrams that reflect the old and current
   UHS walk-in clinic
   operations, respectively.
2. Is the new system much better than the old one? Why or why not?
3. What are the sources of variability in the new system? (From now on,
   focusing on the new
   system.)
   We only need to do the question 4 to question 7.
4. Using the average service rate for nurse practitioners given
   in the case, compute their utilization rate, averaged over the whole
   week. Compute their utilization rate for the peak hour, Mondays,
   8-9am. What assumptions did you make to get these answers?
5. Perform the same analysis for the doctors, assuming that the clinic
   operates without allowing
   patient requests for specific providers.
6. What is the bottleneck of this system?
7. What recommendations would you make to improve service at the
   walk-in clinic?