Optimising service quality of NSW fire brigades and Campbelltown Hospital emergency service facility using operational statistics

In the past, researches have used statistical, operational research or simulation techniques, in finding solutions to improve management systems. In contrast to these procedures, we introduce a new way of integrating operations research and statistics to build an Operational Statistics Model and simulate the system for forecasting. In spite of many attempts, made in the past to improve several management processes using operations research and/or statistical techniques, the outcomes have been far from being satisfactory. The distributional assumptions made of the input data of these processes, contributes heavily to this drawback. This new approach and its effectiveness have been illustrated by developing two Decision Support Systems to improve service quality of 1. NSW Fire Brigades and 2. Campbelltown Hospital Emergency Service Facility, Campbelltown, Australia. In this study we set out the process in developing a Decision Support System tool to monitor and understand the characteristics of management systems in detail to find cost effective solutions to service quality improvements. Objective is to design a decision support system to assist in improving service quality of Campbelltown Hospital Emergency Service Facility and The NSW Fire Brigades. In order to achieve these goals, one needs to identify the fields or characteristics, which influences the speed in which the system can respond to emergency calls. Our main target in the Hospital Emergency Service application is to reduce the waiting times of patients and to maintain the benchmarks of waiting times set out by the management. Our main target in the Fire Brigades application is that the observed number of incidences, which falls within the benchmark of 10 min. response time, will fall well below the expected frequencies. Further we focus on ensuring that the benchmarks associated with flame confinement, is also been met.