DESIGNING AN APPROACH TO REDUCE WASTE FROM DELAYS IN THE CARE RECIPIENT INFORMATION HANDOVER PROCESS BY APPLYING THE SCAMPER TECHNIQUE: A CASE STUDY OF AN ELDERLY CARE CENTER IN KHON KAEN PROVINCE

Abstract

This research aimed to: (1) examine the current (As-Is) information handover process at an elderly care center in Khon Kaen Province, (2) analyze delay-related wastes using the Lean DOWNTIME framework, and (3) design a new (To-Be) process by applying the SCAMPER technique. A qualitative single-case study was conducted. Data were collected from the entire accessible population of 12 informants—executives, registered nurses, and practical nurses—through three in-depth interviews and nine open-ended questionnaires via Google Form. Data were analyzed using content analysis and comparative As-Is/To-Be analysis. Findings revealed that the current process comprised six steps across three channels (paper, LINE, and an intermediary manager), causing approximately 30-minute delays between recording and managerial review. Seven of eight DOWNTIME wastes were identified (Overproduction was absent), with Defects, Waiting, Non-utilized Talent, and Excess Processing being most prominent. Applying SCAMPER produced a new model based on three design principles and nine components, replacing paper-based recording with an integrated digital system featuring automated calculation, abnormal-value alerts, and PDPA-compliant role-based access.

Keywords: Waste Reduction, Information Handover, SCAMPER Technique, Lean, Elderly Care Center