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Healthcare system plays an important role in our daily life. A well operated healthcare system not only can save lives but also provide good work environment to medical staffs. However, most of the healthcare systems suffer from high workload of medical staff and low customer satisfaction. In addition, the stochastic nature of healthcare services is hard to evaluate the performance. Therefore, this study aims to implement lean management in the healthcare system with lean techniques and a stochastic model to achieve both customer satisfaction and waste reduction simultaneously. The first step is analysis of the current process and collect data to clarify the current status by quality management practices and lean tools. Further, a stochastic mathematical programming model is developed to optimize the performance of this healthcare system. Simulation results show that the efficiency of process flow after leveling is improved about 19.97%, idle ratio of work station is improved about 41.64% and 22.47% and the average flow time is improved about 4 minutes. A health examination center case is applied to demonstrate the benefit of the proposed method. This study might be the first study which implement lean and stochastic characteristics of healthcare system in a mathematical model. This model can serve as a decision support system and can be apply to other service system in lean improvement.
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