Managing arrival variability in healthcare services: Case of an out-patient department

Gupta, Piyush, Pranjal, Piyush, Sachan, Amit and Prasad, Punam (2021) Managing arrival variability in healthcare services: Case of an out-patient department. International Journal of Productivity and Quality Management, 34 (2). pp. 135-157. ISSN 17466474

[thumbnail of IJPQM2021.pdf] Text
IJPQM2021.pdf - Published Version
Restricted to Repository staff only

Download (858kB) | Request a copy


Similar to other services, healthcare is also experiencing an evolution of patients into sophisticated customers with high expectations from the service providers. This has led to the application of operations research tools such as discrete event simulation modelling in delivering improved healthcare services. The present study is conducted in an obstetrics and gynaecology out-patient department of a multi-specialty hospital. Process related data is collected from the department and is used to build a discrete event simulation model. Scenarios are developed considering strategies suggested in literature to manage arrival variability, the most crucial form of customer-induced variability. Based on the results obtained, the most optimal solution is highlighted. This study shows that with recent research advancements in simulation modelling, scepticism towards methods adopted from other sectors can be reduced which is beneficial for both, the modern-day healthcare service provider and the patients.

Item Type: Article
Keywords: Arrival variability | DESM | Discrete event simulation modelling | Healthcare services | Key performance indicators | KPIs | Out-patient department
Subjects: Physical, Life and Health Sciences > Health Policy
Physical, Life and Health Sciences > Medicine
JGU School/Centre: Jindal Global Law School
Depositing User: Mr. Syed Anas
Date Deposited: 26 Jan 2022 15:28
Last Modified: 01 Feb 2022 14:53
Official URL:


Downloads per month over past year

Actions (login required)

View Item
View Item