ࡱ> '` bjbjLULU .?.?`       Tp 4j4j4j4j<pjp `k`k`k`k`k`k`k`k$hӒ `k`k`k`k`kӒ  `k`k̓`k`k`k`k `k `k`k`k`k`kَ0  m`kTk )4j`k $0-@`kHm m@`k`k`k`k`k`k`k`kӒӒ`k`k`k`k`k`k`k`kp p p ^4jp p p 4jp p p         HAD 522 Health Care Operations and Quality Management COURSE SCHEDULE AND LECTURE OUTLINE Dr. Sharon Falzone HAD 522 McGurrin 402 & Computer Lab Summer 2011 Mondays 5:00-10:00 pm 3 credits ______________________________________________________________________________ Class Session #1 DATE: 6/7/11 ______________________________________________________________________________ Lecture: HEALTH CARE OPERATIONS MANAGEMENT INTRODUCTION Foundations of Operations In HC Management The Role of Health Care Operations Management Key Functions of Health Care Operations Management The Need for Operations Management The Importance of Operations Management Goals of the Operations Manager Competitive Advantage of Operations Factors Driving Increased Health Care Costs n Learning From Other Industries n Principles of Management n The Scientific and Mathematical Schools of Management n Power and Decision Making in Health Care n The Role of Technology Trends in Operations Management Activities: Video What is Operations Management? Discussion to pique interest, creativity, conceptual thinking Readings: Chapters 1 Langabeer II Course Objective A Assignments: Read all handouts distributed: Review Course Syllabus and Outline Langabeer Figures and Tables 1-1 through 1-4 Time Frame: 5 pm to 6:30 pm Break _____________________________________________________________________________ Class Session #1 DATE: 6/7/11 ______________________________________________________________________________ Lecture: HEALTH CARE AS A BUSINESS Competitiveness, Strategy, & Productivity Foundations of Operations In HC Management Hospitals Are Big Business What Is A Hospital? Teaching Hospitals Payers and Hospital Revenues Hospital Business Operations Quality Management Quality Management: Why the Focus? Application Quality From A Managers Perception Quality Management Definitions Quality Continuum For Managers Total Quality Principles Quality Principle 1: Customer Focus Quality Principle 2: Continuous Improvement Quality Principle 3: Teamwork Activities: Kelly Discussion Questions & Web Sites to Visit Readings: Chapters 2 Langabeer II Chapter 1 & 2 Kelly Course Objectives B, & C Assignments: Langabeer Figures and Tables 2-1 & 2-2 Kelly pp 17 & 33-37 Critical Analysis/Presentation Topic Discussion Time Frame: 6:45pm-8:30pm 8:30 pm-10:00 pm CQI Activity & Assignment Work ______________________________________________________________________________ Class Session #2 DATE: 6/14/11 ______________________________________________________________________________ Lecture: HEALTH CARE FINANCE FOR THE OPERATIONS MANAGER Foundations of Operations In HC Management n From Retrospective to Prospective n Profit Margins n Income Statements Income Statement Ratio Analysis Balance Sheet Working Capital Other Financial Ratios Cash Flow Statement Audited Financial Statements Debt in Health Care Implications for Operations and Logistic Management Activities: Kelly Discussion Questions & Web Sites to Visit Readings: Chapter 3 Langabeer II Course Objectives D & G Critical Thinking Case: Contact Centers Should Take A Lesson From Local Businesses Assignments: Langabeer Figures and Tables 3-1 & 3-2 Critical Analysis/Presentation Topic Selection ______________________________________________________________________________ Class Session #2 DATE: 6/14/11 ______________________________________________________________________________ Lecture: PROCESS AND QUALITY IMPROVEMENT Process Engineering, Optimization, and Quality Management Application Strategic Choices for Operations Management Tools and Techniques Business Process Process Maps Process Improvement Methodology Improving Service Quality Key Questions to Promote Dramatic Changes Quality Managers Toolbox Quality Management Improvement Tools Application Identifying Customer Expectations Documenting a Process Diagnosing the Problem Monitoring Progress Patient Safety Tools Failure Mode and Effect Analysis Root Cause Analysis Summary A Systems Perspective of Quality Management Systems Thinking Dynamic Complexity Implications for Health Care Managers Summary Activities: Kelly Discussions Questions & Web Sites Visit Learning Curve Model: Heart Transplant Analysis Total Quality Management Application: St. Alexis Medical Center Readings: Chapter 4 Langabeer II Chapter 3 & 4 Kelly Course Objectives H & I Assignments: Langabeer Figures and Tables 4-1 through 4-6 Kelly pp 66-70 and 84-85 Critical Analysis Presentation ______________________________________________________________________________ Class Session #3 DATE: 6/21/11 ______________________________________________________________________________ Lecture: OPTIMIZING PATIENT AND PROCESS FLOWS Forecasting, Strategic Capacity Planning Process Engineering, Optimization, and Quality Management Application De-Bottlenecking Forecasting Patient Demand and Volume Basic Principles of Forecasting Capacity Analysis n Capacity Planning: Aligning Capacity With Demand Minimizing Wait Times Time and Motion Studies; Decision Trees n Improving Flows With Tracking Systems n Bar Codes Systems Model for Health Care Managers Three-Core Process Model The BNQP Health Care Criteria For Performance Excellence Systems Model of Organizational Accidents Socioecological Framework n Summary Activities: Kelly Discussion Questions & Web Sites to Visit Readings: Chapter 5 Langabeer II Chapter 5 Kelly Course Objective F & J Assignments: Langabeer Figures and Tables 5-1 through 5-5 Kelly pp 103-105 Critical Analysis Presentations Class Session #2 DATE: 6/14/11 ______________________________________________________________________________ Lecture: PRODUCTIVITY AND PERFORMANCE MANAGEMENT Process Engineering, Optimization and Quality Management Application The Quest For Productivity Measurement Issues Single Versus Multiple Factors Common Hospitalwide Productivity Improving Productivity Management Principles of Productivity Management ROI: Capital versus Labor Substitutions Staffing and Labor Scheduling Models Quality Management Expands System Boundaries Quality Health Policy: An Overview Federal Health Care Quality Reporting Initiatives Quality Federal Health Care Reporting Initiatives Quality JCQHO Initiatives The Role of Quality Policy A Systems Approach n Productivity and Performance Scorecards Activities: Kelly Discussion Questions & Web Sites to Visit Service Guarantees as Design Drivers Applying Behavioral Science To Service Encounters Scorecards Software Applications (QRS) ServQual Forms Readings: Chapters 6 Langabeer II Chapter 6 Kelly Course Objective L Assignments: Identify/Download Health Care Scorecard Software Application Review Tutorial for Software, if available Apply Scorecard Practice Session in computer lab Langabeer Figures and Tables 6-1 & 6-2 Kelly p 119 Critical Analysis Presentation ______________________________________________________________________________ Class Session #4 DATE: 6/28/11 ______________________________________________________________________________ Lecture: PROJECT AND CHANGE MANAGEMENT Process Engineering, Optimization, and Quality Management Application Defining Projects n Power Struggles In Health Care n Project Success Key Struggles of Project Management Project Management Certification Change Management Rapid Prototyping Risks Involved In Project Management Departments of Management Engineering Quality Systemic Structure Quality Systems Metaphor for Organizations Quality Lessons For Health Care Managers Quality Management: Going Below The Waterline Activities: Kelly Discussion Questions & Web Sites to Visit Readings: Chapter 7 Langabeer II Chapter 7 Kelly Course Objectives H, K, and M Assignment: Demonstrate Gantt Charts, PERT Techniques, and Critical Path Nodes Langabeer Figures and Tables 7-1, 7-2, 7-3 Kelly pp 135-137 Critical Analysis Presentation Class Session #3 DATE: 6/21/11 ______________________________________________________________________________ Lecture: PLANNING FOR OPERATIONAL EXCELLENCE Process Engineering and Optimization Why Plan? The Planning Process Analyze Operations and Environment Generate Strategic Alternatives Breakeven Analysis Implement, Measure, and Revise Quality Management Goals Quality Management Quality Management Clinical Interventions Application Quality Management Managerial Interventions Quality Relationship Between Goals and Results Quality Approaches to Setting Goals Quality Types of Goal Statements Activities: Kelly Discussion Questions & Web Sites to Visit Readings: Chapter 8 Langabeer II Chapter 8 Kelly Course Objective K Assignment: Langabeer Figures and Tables 8-1, 8-2, 8-3 Kelly pp 152-154 Critical Analysis Presentation ______________________________________________________________________________ Class Session #4 DATE: 6/28/11 ______________________________________________________________________________ Lecture: RETURN ON INVESTMENT Process Engineering and Optimization Lack of Capital Investment Models In Health Care The Politics of Capital Investment Recommendations for Implementing a Capital Investment Approach Validating ROI at Multiple Stages Calculating Return on Investment Time Value of Money Calculating Multiple Cash Flows Other ROI Techniques Quality Management Purpose Importance Quality Management Quality Management Setting Direction Application Quality Management The Purpose Principle Summary Activities: Kelly Discussion Questions & Web Sites to Visit Shouldice Hospital in Canada a famous Hernia Repair model Multimedia Contact (Call) Center Software: Solidus eCare Readings: Chapters 9 Langabeer II Chapter 9 Kelly Course Objective A, B, and I Assignments: Prepare for First Computer Lab Continuous Quality Improvement Assignment In Computer Lab: Cause and Effect/Fishbone Diagram Langabeer Figures and Tables 9-1, 9-2, 9-3 Kelly p 167 Critical Analysis Presentation Class Session #4 DATE: 6/28/11 ______________________________________________________________________________ Lecture: SUPPLY CHAIN MANAGEMENT STRATEGY Logistics and Supply Chain Management Defining Supply Chains Flows in Supply Chains Components in the Chain Business Processes in the Supply Chain Supply Chain Strategy for Hospitals Customer Demand Drives Supply Chains n Principles of Supply Chain Management Strategy and Logistics Capabilities Efficient versus Responsive SCM Strategy Supply Chain System Evolution of Supply Chain Technology Supply Chain Management Technology Quality Foundation for Organizational Effectiveness Quality Management Quality Lessons For Health Care Managers Application Quality Process Variations n Quality Performance Measurements Activities: Kelly Discussion Questions & Web Sites to Visit Virtual Medical Mall Access Readings: Chapter 10 Langabeer II Chapter 10 Kelly Course Objective E Assignments: Prepare for First Computer Lab Continuous Quality Improvement Assignment In Computer Lab Langabeer Figures and Tables 10-1, 10-2, 10-3 Kelly p 187 Critical Analysis Presentation ______________________________________________________________________________ Class Session #5 DATE: 7/5/11 ______________________________________________________________________________ Lecture: PURCHASING AND MATERIALS MANAGEMENT Logistics and Supply Chain Management Materials Management Organization Culture of Materials Management Revenue Generation In Materials Management Optimizing Facility Layout and Design Cost Minimization Models Purchasing Purchasing Internal Controls Spend or Value Analysis Group Purchasing Organizations Trends in Hospital Purchasing Resources For Materials Professionals Customer Service in Materials Management Quality Organizational Traction Quality Management Quality Management: Initiating Change Application Quality Management: Maintaining an Ongoing Environment and Performance Improvement Quality Context and Vision Summary Activities: Kelly Discussion Questions and Web Sites to Visit Readings: Chapter 11 Langabeer II Chapter 11 Kelly Course Objective L Assignments: Finish First Computer Lab Continuous Quality Improvement Assignment In Computer Lab Langabeer Figures and Tables 11-1 through 11-7 Kelly pp 199-200 ______________________________________________________________________________ Class Session #6 DATE: 7/12/11 ______________________________________________________________________________ Lectures: HEALTH CARE OPERATIONS SCHEDULING WITH SIMULATION Planning and Controlling the Supply Chain Service Center Defined Types of Service Scheduling Processes and Approaches Typical Scheduling and Control Functions Hours of Operation, Priority Rules, Flex Staffing Human Resource Scheduling in Service Simulation Methodology Consideration When Using Computer Models Types of Simulations Desirable Features of Simulation Software Advantages and Disadvantages of Simulation Quality Performance Implementation Quality Management Quality Performance Operational Considerations Application Quality Managers Role in Team Success Quality Relationship Between Mental Models and Implementation Quality Framework For Implementation Activities: Kelly Discussion Questions & Web Sites to Visit Lekin Scheduling Practice Session Software Call Center Simulation Applications With Animation Simulated Waiting Lines Readings: Chapter 12 Kelly Course Objective J, K, and L Assignments: Prepare for Second Computer Lab Continuous Quality Improvement Application in Computer Lab: Fishbone or choice of quality tool Kelly pp 215-218 Critical Analysis Presentation Class Session #5 DATE: 7/5/11 Lecture: INVENTORY MANAGEMENT AND ACCOUNTING Managing the Physical Supply Chain n Inventory and Its Role In Health Care Costs of Supplies and Inventory Impact of Timing on Expenses Important Facts About Inventory Criteria For Inventory Valuation Methods Periodic Versus Perpetual Systems Team Strategies and Team Effectiveness Operational Teams Project Teams Activities: Kelly Discussion Questions & Web Sites to Visit Readings: Chapter 12 Langabeer II Chapter 13 Kelly Objectives I & M Assignments: No Langabeer Figures and Tables Kelly pp 228-231 Critical Analysis Presentation Class Session #7 DATE: 7/19/11 Lecture: PHARMACEUTICAL OPERATIONS MANAGEMENT Managing the Physical Supply Chain n The Modern Pharmacy The Pharmaceutical Supply Chain Managing Items Using the National Drug Code Process Workflow and Automation in the Pharmacy Key Operations Management Trends For Pharmacies Effects on Pharmacy Performance Periodic Versus Perpetual SL \ ^ f r s > @ ~ " 6 8 : z | ~ (*,   $n &/zO 2Lݰh v6>*CJ]h vB*CJph3fh v6B*CJ]ph3fh vCJOJQJh vB*CJph h v6 h v6CJh v6CJ]h v5CJ\ h v>*CJ h vCJh v<L  < i  ] ^ _ s @ 6 | ` & F  H| *  n 'Nyz.KLMNO & F `4v6Kijr?qr & F Lr|r}\w. 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Program expanded throughout the Commonwealth in collaboration with HAD 522, who provided a quality consultation/foundation for the community Feedback on TOUR OF 911 Communication Center HAD 522 Appendix A Critical Analysis Presentation Each participant may wish to select a topic from a professional article written in an appropriate operations management, quality improvement, or health care journal such as: Aggregate Planning Automated Medical Record Automated Patient Scheduling Automated Scheduling and Staffing Decision Support Systems Forecasting Demand Just-In-Time Philosophy Operations Management Project Analysis Systems Perspective of Quality Management Team Strategies Total Quality Management Total Quality Management Tools Other topics may be selected with prior approval from Dr. Falzone. The topic must be submitted to Dr. Falzone as soon as possible to avoid duplication of exactly the same article by two students Your reaction to the topic of interest will need to be discussed in ten minutes for: information sharing of content a reactionary point of view appropriateness for our current health care status application to the evening topic and course future implications Visual aides as an overhead, two or more power-point slides or any other visuals you desire to discuss your topic are welcomed. A copy of your article with your selected topic information is required. The presentation will also be evaluated for clarity, duplication, and appropriateness to the class content. 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