Integrating FMEA, QFD and Lean for Risk management in hospitals

The purpose of this paper is to help hospital administrative managers or decision makers understand and effectively mitigate the hospital wide risks by developing and implementing strategies, before they turn detrimental to the firm. This paper done as a case study deals with risk identification, measurement, assessment, mitigation and control of risks present in hospitals. We have applied FMEA and Quality function deployment (QFD) methods for risk quantification and assessment. Using these techniques critical risk agents which create risk events in the hospital were identified. Mitigation plans were developed based on expert opinions. We analysed the integration of lean thinking principles in the risk control process and found that the risk control by implementating lean techniques has a scope for productivity improvement and better customer satisfaction in hospitals.