Lance Robinson – Receiving Clerk

57 years old; Married, two adult children; High school education; Works Monday – Friday, 8:00 am – 5:00 pm.

Narrative

Lance is a veteran employee with over 16 years of experience at the community hospital. He prides himself on being hard-working and good at his job. He is very methodical during his workday and likes having a routine. He works in a loud environment and is constantly moving. He wants to be quick when doing his job and not bogged down by technology. His main responsibility is unloading, inspecting, and storing deliveries to ensure the hospital receives the correct products.

Quotes

“I like to focus on my job and go home”

“I am resourceful and know who to ask for help”

“I like a routine”

“I need to be mobile in my job”

Short-Term Goals

  • Keep things simple
  • Ensure items are available for departments and clinicians to care for patients
  • Easily find information about the activity and productivity of his area
  • Be innovative with finding more efficient ways to move the supplies through the receiving area and out their intended destinations

Long-Term Goals

  • Save enough money to retire at age 68 without too much worry
  • Implement a notification system that proactively sends alerts about orders that have exceeded their anticipated delivery date by a predetermined time frame
  • Minimize the volume of daily phone calls and email inquiries with automatic communication of the arrival of products ordered by departments
  • Establish a robust communication and procedural process between Buyers and Receivers

Typical Problems Faced on the Job

  • Too many steps to do his job.
  • Feels like he is constantly searching for things on the computer, would rather just use paper to get the job done.
  • Would prefer to scan the barcodes on received items to update the receiving software, instead of manually typing all of this information into the system.
  • Difficulty in reading small text on the computer screen.
  • Relies heavily on using the keyboard, dislikes having to use the mouse to complete a task.
  • Has trouble easily identifying items to be received that are shipped with minimal or no helpful markings (i.e., product identifiers, associated PO, who ordered it, etc.).

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