Problem
Saturday Harbor Urgent Care is a thriving and Dr. Death and the Jose-Jose Memorial board could not be happier. The center remains busy 7 days a week and financial analysis suggests the profit margins are above projection. Wait times to see a provider are not unreasonable, however, at peak times, there is room for improvement. The staff seems to work well together but there are a few differences of opinion among the providers, the administrative staff, and the management staff in regard to what the "best" area(s) to focus on from quality improvement and organizational change. Dr. Death has asked you to consult.
The Five Whys (if you ask why enough times the root cause of the issue will emerge) (Wagner, 2018) and Six S's (Sort, Set, Shine, Standardize, Sustain, Safety) (Wagner, 2018, pg. 295) are two tools used to help in organizational change and strategic planning. Which of the two methods would you suggest for Saturday Harbor Urgent Care and why?