Leading Edge Group was engaged to review this client’s clinic operations with the aim of reducing waiting times for blood donors. The study was performed at six clinic locations processing some 150,000 donations annually. The client’s donors were extremely satisfied with the interpersonal relationships between them and clinic staff during the donation process but were unhappy with the waiting times during clinic visits. We found that one hour was the maximum time that the donors were happy to wait to donate blood. The clinics therefore wanted to deliver a professional service that allowed the donor to pass through the process in less than one hour. The aim of the project was to apply Lean tools and philosophies to reduce the waiting times of donors.

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