Purpose: The purpose of this study is to show how the principles of Six Sigma can be applied to the high turnover problem of doctors in medical emergency services and paramedic backup.
Design/methodology/approach: Six Sigma's define-measure-analyse-improve-control (DMAIC) is applied for reducing the turnover rate of doctors in an organisation operating in emergency services. Variables of the model are determined. Explanatory factor analysis, multiple regression, analysis of variance (ANOVA) and Gage R&R are employed for the analysis.
Findings: Personal burnout/stress and dissatisfaction from salary were found to be the "vital few" variables. The organisation took a new approach by improving its initiatives to doctors' working conditions. Sigma level of the process is increased. New policy and process changes have been found to effectively decrease the incidence of turnover intentions. The improved process is gained, standardised and institutionalised.
Originality/value: This study is one of the few papers in the literature that elaborates the turnover problem of doctors working in the emergency and paramedic backup services.