Streamlining health care operations : how lean logistics can transform health care organizations / Audie G. Lewis.

Incluye bibliografía (p. 237).

_ Resistance to Change -- Accountability Needed -- Why Benchmarks Don´t Always Work -- What Is Needed for Growth -- The Value of the Employee -- The Cost of Employee Layoffs -- Morale and Motivation -- Internal Versus External Motivation -- Emphasis on Creativity -- Lessons from Vietnam -- Communication and Change -- Access: An Elusive Paradox -- Defining the Customer -- Mixed Customer Groups -- Patient Scheduling -- Lessons from a Cab Driver -- Technology as an Access Point -- Innovative Approaches to Access -- Quality: A Systematic Approach -- Quality and Cost: An Alliance for Long-Term Success -- Quantitative Analysis: Testing for Quality in Health Care -- Education and Training: The ´Enabling´ Arm of Quality -- Process and Procedure: The Key to Cutting Cost -- Lessons from GE: An Example of Strategic Quality -- Creativity: An Environment for Exponential Growth -- Canvas Innovative Ideas Through Interviews -- Train Project Teams in Research Methods -- Solicit Ideas Electronically and Traditionally -- Reward Excellence in Creative Low-Cost Solutions -- Use Education and Training Resources to Expand Horizons -- Consider Innovative Practices for Research and Development -- Encourage Botton-Up Solutions Through Executive Interaction -- Human Resources: The Critical Component -- Create the Best -- Hire the Best -- Keep the Best -- Pay the Best -- Educate, Train, and Redeploy -- Create a Customer-Driven Culture -- Lessons from Southwest Airlines -- Questions to Ponder -- Purchasing: A Dynamic Model.