Аннотация
Purpose – The purpose of this paper is to investigate the service delivery system of a dental clinic in Kazakhstan to maximize the clinic’s efficiency. Design/methodology/approach – The study uses process analysis to determine the capacity utilization and areas of bottlenecks in the dental clinic’s system. Findings – The analysis shows that the most severe bottleneck is identified in step 16 of the 20-step patient flow process. The system efficiency is approximately 62 per cent. Practical implications – The study will help similar health-care organizations identify areas of bottlenecks in their operational system. This would allow management to deploy optimal resources that would improve systems’ performance. Originality/value – The paper provides a framework for health-care managers to identify how to reduce patient throughput time and increase patient satisfaction.