H e a l t h c a re O p e ra t i o n s M a n a g e m e n t46
dissemination of tools, techniques, and programs aimed at improving the quality,
safety, efficiency, and effectiveness of the US healthcare system.
Discussion Questions
1. What is the difference between data, information, knowledge,
understanding, and wisdom? Give specific examples of each in your own
organization.
2. How has operations management changed since its early days as
scientific management?
3. What are the major factors leading to increased interest in the use of
operations management tools and techniques in the healthcare sector?
4. Why has ISO 9000 certification become important to healthcare
organizations?
5. Research those organizations that have won the Baldrige Award in the
healthcare category. What factors led to their success in winning the
award?
6. What are some of the reasons for the success of Six Sigma?
7. What are some of the reasons for the success of Lean?
8. Compare and contrast ISO 9000, the Baldrige criteria, and Six Sigma.
