Question 3 Many customers complained the process of COVID-19 test in a hospital for obtaining a medical certificate indi

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Question 3 Many Customers Complained The Process Of Covid 19 Test In A Hospital For Obtaining A Medical Certificate Indi 1 (846.47 KiB) Viewed 27 times

Question 3 Many customers complained the process of COVID-19 test in a hospital for obtaining a medical certificate indicating a negative result of COVID-19 nucleic acid test to travel abroad. The whole process of COVID-19 test in this hospital including making an online appointment, filling in the personal data sheet, taking the message they have received and their ID cards for registration at the check-in desk, waiting for the nurse, questioning by the nurse, waiting for the doctor, inspecting by the doctor, walking to the cashier counter, paying the test fees, taking the receipt and going upstairs to the test venue, testing, waiting for the report, queuing from 6:00 pm, and finally getting the hardcopy of medical certificate. One customer has complained that "Even if I am quite healthy now, I am afraid that I will be infected here", another customer said that "I do not know the reason why we must be back to ke the test report", and other customer shared his experience "I was informed to be here at 9:30, but it is 11:30 now, it is still not my turn". The procedures of a service have significant effects on customers' satisfaction and the service quality. There are various similar cases in our daily life. Please choose the above-mentioned COVID-19 test service or a service/process you have ever experienced and illustrate how you can use Methods Engineering for improving the efficiency and use Recording Techniques learned in ISE 318 for improving a service or a process. Tips: (a) You are free to choose any methods/tools you have learned in Methods Engineering for improving the efficiency and that in Recording Techniques for improving the process/procedure of the service you have selected; (b) You are free to choose any processes/procedures you are familiar with in Hong Kong (or Mainland China), and foreign students can choose a one in his/her own country..