Dr. Joan Burtner, CQE

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ISE 468 Healthcare Process Improvement

• Dr. Joan Burtner, CQE
• Associate Professor of Industrial Engineering and
  Industrial Management

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Chapter 1 Outline

• Overview of Healthcare Management
• Historical Background
• Nature of Healthcare Services
• Decision Making
• Process Model
• Healthcare Manager Responsibilities
• Distinctive Characteristics of Healthcare
  Services

3
Healthcare Management is...

• The management of processes or health systems
  that provide care to patients.
• The use of decision tools to manage and improve
  processes.

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Management Decisions

• Healthcare Management Requires Decisions
• Forecasting
• Capacity planning
• Staffing scheduling
• Managing medical supplies
• Designing processes for quality
• Increasing reliability
• Reducing costs
• Motivating employees

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Historical Background 1 /
Development of Decision Techniques

• Scientific Management Techniques (1910s)
• Frederic W. Taylor work/labor - observe,
  measure, analyze, improve
• Taylor known as the Father of Scientific
  Management
• Standardization Frank Lillian Gilbreth
• Psychological Effects of Work Conditions Henry
  Gantt
• Quantitative Inventory Management (1915) F.W.
  Harris
• Quality Control Sampling (1930s) Walter
  Shewhart

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Historical Background 2/
Development of Decision Techniques

• Operations Research/Management Science (1950s)
• Linear Programming
• Queuing Models
• Management Information Systems (1970s)
• Total Quality Management and Continuous Quality
  Improvement TQM/CQI (1980s)
• Supply Chain Management, Reengineering (1990s)

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Who is the Healthcare Manager?

• Upper Level
• CEO?
• COO?
• CFO?
• CNO?
• Operational Decisions Mid-Level Manager
• Strategic Decisions Upper-Level Managers and
  Executives