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This work prepares current and future managers and consultants focused on health care delivery systems to improve the efficiency of processes that deliver care. This material will help you manage capacity, improve patient flow, estimate process costs, and conduct experiments that lead to process improvement. Essential tools covered include process mapping and measurement, data collection and analysis, and the use of discrete event simulation as a tool for virtual experimentation and improvement. Tools are introduced with no assumption of prior training. Many examples of settings, problems, and solutions are presented, along with a generalized approach to process improvement that is specifically tailored to health care settings. Readings, exercises, and cases suitable for discussion or end-course projects are also provided. Writing is based on a decade of experience teaching at the MBA and MS levels, managing dozens of improvement processes, and a host of our prior scholarly publications, book chapters, and case studies.
