Improving Hospital Queuing System Using Kim and Mauborgne’s Four Actions Framework

Abstract

This paper explores the inefficiencies in traditional hospital queuing systems and proposes strategic improvements using Kim and Mauborgne’s Four Actions Framework (ERRC) from the Blue Ocean Strategy. The study emphasizes the need to eliminate outdated practices such as manual token systems, repetitive registrations, and rigid scheduling; reduce overreliance on staff, paper-based documentation, and variability in waiting times; raise transparency, comfort, and convenience through digital displays, SMS/app notifications, and improved waiting areas; and create innovative solutions including an AI-based queue time prediction engine, multilingual virtual assistants, and family or guardian queue access. These initiatives aim to transform hospital queuing from a frustrating, inefficient experience into a patient-centered, technology-driven system. The paper highlights how digital transformation can enhance operational efficiency, improve patient satisfaction, and reduce staff burden. In conclusion, adopting ERRC-based innovations is presented as a strategic necessity for modern healthcare institutions to meet evolving patient expectations and operational demands.