1. Identify methods to reduce employees’ resistance to change during an operations improvement project.
2. What should be the key financial performance indicator used to analyze
performance changes for hospitals? Clinics? Health plans? Public health agencies?
3. Describe tools that can be used to ensure that processes achieve their desired results.
4. Describe the tools, methods, and techniques in this book that would be used to address the following operating issues:
a. A hospital laboratory department provides results that are late and
frequently erroneous.
b. A clinic’s web-based patient information system is not being used by
the expected number of patients.
c. An ambulatory clinic is financially challenged but has a low staffing ratio compared to that of similar clinics
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