Measuring Efficiency by Using Overall Room Effectiveness Method (ORE): A Case Study in Kemang Medical Care RSIA (KMC)

13 Pages Posted: 19 Jul 2015

See all articles by A Heri Iswanto

A Heri Iswanto

University of Pembangunan Nasional "Veteran" Jakarta

Date Written: July 18, 2015


Introduction - The study found that the quality of outpatient services was determined by many factors: the physicians, the staff, comfort of the process, and the visible dimensions. Improving these factors, it will earn a great income at the outpatient unit. Failure in this issue has an impact on the loss of opportunity to earn income. This is caused by the image destruction of the hospital, the low patient satisfaction, and a decline of patient loyalty.

Methodology - (1) Qualitative; Collecting the data using raw instrument at the planning stage. While, the observations included on the implementation phase in order to increase the completeness. (2) Quantitative: Calculating indicators of availability, performance, and quality. Measurement of t-test was used to assess the differences among three indicators. Quality Control method also carried on to observe the quality performance based on sigma level.

Results - The availability of practicing physicians increased from 92.2% to 94.5%. Performance increased from 46.3% to 85.6%, the quality of physician services increased from 97.8% to 99.8%. One Sample t-test result of the availability indicates that the significance of test is 0.145, which means that there is no significant different. Performance shows significant value 0.030. There is a change on the quality become 0.093. Quality Control Methods compared between baseline and final. Defect at the baseline was 22, while the final is only 4. Meanwhile, the number of visits increases from 1,003 into 1,627. DPMO at baseline changes from 1,828 became 205. As a result, there is an increasing at sigma level from 4.41 to 5.03.

Conclusion - KMC performs PDCA and DMAIC steps to improve productivity and space utilization of this clinic. Improvements with Lean Six Sigma produce in an improvement of availability, performance, quality, and overall ORE up to 95%, 99.9%, and 85% based on the standards of world-class hospital.

Keywords: Efficiency, Six Sigma, Availability, Performance, Quality

Suggested Citation

Iswanto, A Heri, Measuring Efficiency by Using Overall Room Effectiveness Method (ORE): A Case Study in Kemang Medical Care RSIA (KMC) (July 18, 2015). Available at SSRN: or

A Heri Iswanto (Contact Author)

University of Pembangunan Nasional "Veteran" Jakarta ( email )

Jl. RS. Fatmawati
Pondok Labu
South Jakarta, DKI Jakarta 12450
+622177218925 (Phone)
+622177218925 (Fax)


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