Alowad, Ali; Samaranayake, Premaratne; Ahsan, Kazi; … - In: Business Process Management Journal 27 (2020) 1, pp. 75-105
Purpose: The purpose of this paper is to systematically investigate the patient flow and waiting time problems in hospital emergency departments (EDs) from an integrated voice of customer (VOC) and voice of process (VOP) perspective and to propose a new lean framework for ED process....