The notion of improving operational efficiency is conspicuously absent from the healthcare debate — neither Obamacare nor the newly proposed GOP plan discusses the impact that a step-function improvement in efficiency could have on access to healthcare (through more capacity), quality of healthcare services (through reduced wait times for patients) or cost (through better utilization… Read More

Excellent service processes are fast processes — this is the universal truth of service operations. Just as the water level in the bay hides the rocks from visibility, high levels of inventory mask underlying problems in manufacturing or logistics. Extending the analogy to service, long process times mask all kinds of service inefficiencies, such as… Read More

It seems as if news about another hospital laying off workers–or worse, closing–hits the news everyday; at last count 21 hospitals stopped treating patients in 2016. Hospitals and healthcare systems across the country, including some of the largest, laid off thousands of employees. In November 2016 alone, 13 providers eliminated more than 1,000 jobs. In September,… Read More

Hat tip to Sharon O’Keefe, CEO of the University of Chicago Medical Center, for introducing the phrase “make your assets sweat” to our team, which inspired me to write this article. The Affordable Care Act, increased government regulations and rising healthcare costs are forcing hospitals to do more with less. Last year, several major healthcare networks… Read More

Anyone who has ever had the misfortune of dealing with a cancer diagnosis — either personally or as a caregiver to a friend or loved one — must have at some point wondered why they invariably had to wait well past their treatment appointment time, every time. The root cause is that the healthcare scheduling system is broken. Healthcare providers… Read More