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 (other than control charts) 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.
