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Article
Publication date: 27 December 2021

Tasseda Boukherroub, Lysane Ouellet, Guillaume Lemay, Nathalie Bibeau, Diane Thiffault and Nicole McNeil

This study aims to improve accessibility to frontline psychological services for youths in difficulty. In the province of Quebec, Canada, the first significant intervention must…

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Abstract

Purpose

This study aims to improve accessibility to frontline psychological services for youths in difficulty. In the province of Quebec, Canada, the first significant intervention must take place within 30 days for at least 75% of the clients. Achieving this target is challenging. This was observed in the Youth Programme of a health-care network in Montreal (Centre Intégré (Universitaire) de la Santé et des Services Sociaux Centre-Sud-de-l’île-de-Montréal).

Design/methodology/approach

Lean Six Sigma (LSS) approach within the Action Research methodology was used. Define, Measure, Analyse, Innovate, Implement and Control structure combined with Lean techniques and a Kaizen event were implemented.

Findings

In total 69% of the clients have now had their first intervention within 30 days and 91% within 60 days. Improving accessibility to frontline services led to improving accessibility to second-line services. Communicating performance objectives to employees led to increasing their awareness about the importance of performance assessment and their willingness to contribute to improvement. The Kaizen event was a driving force that enabled more collaboration and trust. The participation of a partner-client in the Kaizen helped finding client-centred solutions. The large number of participants in the Kaizen added complexity.

Research limitations/implications

It was difficult to sort and rank a large number of solutions during the Kaizen. The impact of hiring additional employees has not been investigated. Despite the significant improvements, the targets were not achieved. More research is required to identify more accurately critical factors that have a major impact on the success of LSS projects involving complex processes.

Originality/value

This study contributes to the body of knowledge in Lean health care. It describes Lean tools/techniques used, solution implementation and improvements achieved in a real context. 10 success factors and 4 challenges were identified. The study provides a model for other organizations for developing their own roadmap to improve accessibility to their services, notably in large and complex processes.

Details

International Journal of Lean Six Sigma, vol. 13 no. 4
Type: Research Article
ISSN: 2040-4166

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Article
Publication date: 23 January 2021

Erick Méndez Guzmán, Ziqi Zhang and Wasim Ahmed

The purpose of this work is to study how different stakeholders of a football club engage with interactions online through Twitter. It analyses the football club’s Twitter network…

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Abstract

Purpose

The purpose of this work is to study how different stakeholders of a football club engage with interactions online through Twitter. It analyses the football club’s Twitter network to discover influential actors and the topic of interest in their online communication.

Design/methodology/approach

The authors analysed the social networks derived from over two million tweets collected during football matches played by Manchester United. The authors applied social network analysis to discover influencers and sub-communities and performed content analysis on the most popular tweets of the prominent influencers.

Findings

Sub-communities can be formed around current affairs that are irrelevant to football, perhaps due to opportunistic attempts of using the large networks and massive attention during football matches to disseminate information. Furthermore, the popularity of tweets featuring different topics depends on the types of influencers involved.

Practical implications

The methods can help football clubs develop a deeper understanding of their online social communities. The findings can also inform football clubs on how to optimise their communication strategies by using various influencers.

Originality/value

Compared to previous research, the authors discovered a wide range of influencers and denser networks characterised by a smaller number of large clusters. Interestingly, this study also found that bots appeared to become influential within the network.

Details

Information Discovery and Delivery, vol. 49 no. 1
Type: Research Article
ISSN: 2398-6247

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