Carl H. Lindner College of BusinessCarl H. Lindner College of BusinessUniversity of Cincinnati

Carl H. Lindner College of Business

Craig Froehle

Professor
Professional Summary
Craig Froehle
Dr. Froehle earned his BS in Mechanical Engineering and MBA in Operations Management at the University of Cincinnati. He then worked in the engineering industry and founded a dot-com startup before earning his PhD in Business (Operations Management) at the University of North Carolina at Chapel Hill.
Contact Information
E-mail:
Office:
521 Carl H. Lindner Hall
Phone:
513-556-7174
Fax:
513-556-5499
Teaching Interest
  • Dr. Froehle teaches courses in healthcare operations, service operations, and operations strategy.
Research Interest
  • Dr. Froehle's research focuses on operations management in the healthcare industry, with specific attention to patient flow, capacity management, scheduling, and improving the patient experience. His research also includes significant work on service operations in general, with particular focus on high-tech and technology-enabled services.
Institution:
University of Cincinnati Lindner College of Business, Department of OBAIS
Title:
Professor


Institution:
University of Cincinnati, College of Medicine, Department of Emergency Medicine
Title:
Associate Professor


Institution:
University of Cincinnati College of Medicine, Department of Pediatrics (by courtesy)
Title:
Associate Professor


Institution:
Cincinnati Children’s Hospital Medical Center
Title:
Associate Professor


Institution:
University of Cincinnati Lindner College of Business, Department of OBAIS
Title:
Associate Professor of Operations Management
End Date:
2014-08-14


Institution:
University of Cincinnati
Title:
Assistant Professor of Operations Management, Department of Quantitative Analysis and Operations Management, College of Business
End Date:
2007-08-31


Institution:
MemoWare.com
Title:
Founder and Owner
End Date:
2001-12-31


Institution:
Belcan Engineering
Title:
Project Manager / Project Engineer
End Date:
1997-12-31


Institution:
BGP Services
Title:
Machinery Engineer
End Date:
1994-12-31


Name:
Co-inventor: US Patent #8,484,048 - “Automated System and Method for Prioritization of Waiting Patients”


Organization:
University of Cincinnati, Lindner College of Business
Name:
Dean's List of Teaching Excellence
Year Received:
2013


Organization:
University of Michigan, College of Engineering
Name:
Invited Speaker
Year Received:
2013


Organization:
University of Cincinnati, Lindner College of Business
Name:
Lindner Research Fellow
Year Received:
2013


Organization:
University of Cincinnati, Lindner College of Business
Name:
Nominee, Michael L. Dean EXCEL Undergraduate Teaching Award
Year Received:
2013


Organization:
University of Cincinnati, Lindner College of Business
Name:
Dean's List of Teaching Excellence
Year Received:
2012


Organization:
University of Utah, Eccles School of Business
Name:
Invited Speaker
Year Received:
2011


Organization:
Kelley School of Business, Indiana University
Name:
Invited Speaker
Year Received:
2010


Organization:
POMS - College of Service Operations
Name:
Most Influential Paper on Service Operations Management
Year Received:
2009


Organization:
Turner Scholars Champion
Name:
Faculty Award Recipient
Year Received:
2007


Organization:
POMS College of Service Operations
Name:
IBM Best Paper Award
Year Received:
2006


Organization:
University of Cincinnati
Name:
Merit Bonus Award for Research Performance
Year Received:
2006


Organization:
Cincinnati Children's Hospital
Name:
Invited Speaker, Grand Rounds
Year Received:
2005


Organization:
2002 Decision Sciences Institute
Name:
Elwood S. Buffa Doctoral Dissertation Award
Year Received:
2002


Organization:
Academy of Management – OM Division
Name:
Best Student Paper Award
Year Received:
2000


Organization:
Journal of Service Research
Name:
Federal Express Corporation Excellence in Service Research Award
Year Received:
2000


Name:
Nominated for Kenan-Flagler Business School Teaching Award
Year Received:
1999


Organization:
The Graduate School at UNC
Name:
Competitive Merit-Based Assistantship
Year Received:
1997


Organization:
UNC
Name:
John W. Wood Memorial Fellowship
Year Received:
1997


Institution:
University of North Carolina at Chapel Hill
Major:
Business Administration (Operations Management)
Completed:
2001
Degree:
Ph D


Institution:
University of Cincinnati
Major:
Operations Management
Completed:
1996
Degree:
MBA


Institution:
University of Cincinnati
Major:
Mechanical Engineering
Completed:
1992
Degree:
BS


Published Contributions

Craig Froehle, Denise White,  (2014). Interruption and Forgetting in Knowledge-Intensive Service Environments. Production and Operations Management, 704-722.


Michael Ward, Craig Froehle, Kimberly Hart, Sean Collins, Christopher Lindsell,  (2014). Transient and Sustained Changes in Operational Performance, Patient Evaluation, and Medication Administration during Electronic Health Record Implementation in the Emergency Department. Annals of Emergency Medicine, 320-328.


Michael Ward, Craig Froehle, Kimberly Hart, Christopher Lindsell,  (2013). Operational Data Integrity during Electronic Health Record Implementation in the Emergency Department. American Journal of Emergency Medicine, 1029-1033.


Heather Kaplan, Craig Froehle, Amy Cassedy, Lloyd Provost, Peter Margolis,  (2013). An Exploratory Analysis of the Model for Understanding Success in Quality. Health Care Management Review, 325-338.


Craig Froehle, Michael Magazine,  (2013). Improving Patient Flow in the Complex Outpatient Clinic. Handbook of Healthcare Operations Management: Methods and Applications , .


Craig Froehle, Michael Magazine,  (2012). The State of Healthcare in OR/OM. Manufacturing & Service Operations Management, 495-499.


Heather Kaplan, Lloyd Provost, Craig Froehle, Peter Margolis,  (2012). The Model for Understanding Success in Quality (MUSIQ): Building a Theory of Context in Health Care Quality Improvement. BMJ Quality & Safety, 13-20.


Denise White, Craig Froehle, Kenneth Klassen,  (2011). The Effect of Integrated Scheduling and Capacity Planning on Clinical Efficiency. Production and Operations Management, 442-455.


Heather Kaplan, Patrick Brady, Michele Dritz, David Hooper, Matthew Linam, Craig Froehle, Peter Margolis,  (2010). The Influence of Context on Quality Improvement Success in Healthcare: A Systematic Review of the Literature. The Milbank Quarterly, 500-559.


Craig Froehle, J. Scheidt, M. Magazine,  (2008). Multisite Block Scheduling of Surgical and Clinical Operations. 2008 EurOMA Conference, .


Aleda Roth, Kyle Cattani, Craig Froehle,  (2008). Antecedents and Performance Outcomes of Global Competence: An Empirical Investigation. Journal of Engineering & Technology Management, 75-92.


Mark Halsted, Craig Froehle,  (2008). Design, Implementation, and Assessment of a Radiology Workflow System. American Journal of Roentgenology, 321-327.


Craig Froehle, Aleda Roth,  (2007). A Resource-Process Framework of New Service Development. Production and Operations Management, 169-188.


Craig Froehle, Scott Sampson,  (2006). Clarifying Services Operations Management with a Unified Services Theory. POMS Chronicle, 10-13.


Craig Froehle, Scott Sampson,  (2006). Foundations and Implications of a Proposed Unified Services Theory. Production and Operations Management, 329-343.


Craig Froehle,  (2006). Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction. Decision Sciences, 5-38.


Mark Halsted, Craig Froehle, Hong Yang, Laurie Perry, Niel Johnson,  (2005). Operation Workflow Triage. Imaging Economics, 37-40.


Craig Froehle, Scott Sampson,  (2005). Theoretical and Practical Foundations of the Unified Services Theory. Proceedings of the 2005 Decision Sciences Institute Annual Meeting, .


Craig Froehle,  (2004). Insourcing, Offshoring, and Automation: Different Operational Approaches to Customer Service. POMS Chronicle, 4-6.


Craig Froehle, Aleda Roth,  (2004). New Measurement Scales for Evaluating Perceptions of the Technology-Mediated Customer Service Experience. Journal of Operations Management, 1-22.


Craig Froehle, Arthur Hill, David Collier, John Goodale, Richard Metters, Rohit Verma,  (2002). Research Opportunities in Service Process Design. Journal of Operations Management, 189-202.


Craig Froehle, Aleda Roth, Richard Chase, Christopher Voss,  (2000). Antecedents of New Service Development Effectiveness: An Exploratory Examination of Strategic Operations Choices. Journal of Service Research, 3-17.


Research in progress

Title:
A New Buffer-Sizing Approach to Robust Patient Scheduling


Status:
Writing Results

Research Type:
Scholarly


Title:
Allocation and Scheduling of Physician Assistants and Other Alternate Resources in an Outpatient Clinics

Description:
UC College of Business Working Paper, in process.

Status:
On-Going

Research Type:
Scholarly


Title:
Drivers of Noncompliance with Care Guidelines: Framework and Case Study


Status:
On-Going

Research Type:
Scholarly


Title:
Forecasting Hourly Patient Demand and Appropriate Staffing Levels for a Suburban Emergency Department


Status:
Writing Results

Research Type:
Scholarly


Title:
Ice-Breaker vs. Standalone: Comparing Alternative Workflow Modes of Mid-Level Care Providers


Status:
Writing Results

Research Type:
Scholarly


Title:
Improving Communication in Radiology Value Networks: Theory and Practice


Status:
Writing Results

Research Type:
Scholarly


Title:
Improving Timeliness of Care of a Regional Stroke Network: A Monte Carlo Simulation


Status:
Writing Results

Research Type:
Scholarly


Title:
Integrated Facility Allocation and Appointment Policies for Meeting Clinical Service Level Objectives

Description:
UC College of Business Working Paper, in process.

Status:
On-Going

Research Type:
Scholarly


Title:
Outpatient Appointment Scheduling with Uncertainty and Variability in Patient Arrivals


Status:
Writing Results

Research Type:
Scholarly


Title:
The FASStR Framework for Clinic Operations Performance Measurement


Status:
Writing Results

Research Type:
Scholarly


Title:
Balancing Responsiveness and Efficiency with Flexibility in the Emergency Department
Year:
2013


Title:
Comparing Alternative Workflow Modes of Mid-Level Care Providers
Year:
2013


Title:
Performance Metrics in Outpatient Healthcare: A Framework
Year:
2013


Title:
A Queueing-Based Measure to Evaluate Responsiveness to Multi-Class Customers in Healthcare Delivery
Year:
2013


Title:
A New Buffer-Sizing Approach to Robust Patient Scheduling
Year:
2013


Title:
A Unifying Framework of Performance Metrics for Outpatient Healthcare Operations
Year:
2013


Title:
How Electronic Health Record Data Errors Affect Operational Performance in an Emergency Department
Year:
2013


Title:
Publishing Your Healthcare Operations Research (Panel)
Year:
2013


Title:
The Intersection of Hospitality and Healthcare (Panel)
Year:
2013


Title:
Using Flexibility to Balance Responsiveness and Efficiency in the Emergency Department
Year:
2013


Title:
Balancing Responsiveness and Efficiency with Flexibility in the ED: A Simulation Model
Organization:
SAEM
Year:
2013


Title:
Improving Care and Efficiency through Analytics: Automating Patient Triage in Radiology
Year:
2013


Title:
A New Buffer-Sizing Approach to Robust Patient Scheduling
Year:
2012


Title:
Resilient Patient Scheduling in a Complex Outpatient Clinic
Year:
2012


Title:
Degradation of Emergency Department Operational Data Quality during Electronic Health Record Implementation
Organization:
SAEM
Year:
2012


Title:
A Genetic Algorithm Approach for an Operating Room Nurse Scheduling Problem
Year:
2012


Title:
Disruption of Emergency Department Operations During EHR Implementation
Year:
2012


Title:
Optimal Deployment of Non-Physician Care Providers in Outpatient Clinics
Year:
2012


Title:
Patient Flow
Organization:
UC Medical School
Location:
UC Medical School
Year:
2011


Title:
Operational Therapy: Better Policies for Managing Healthcare Delivery
Year:
2011


Title:
Optimal Patient Schedules for Complex, Multi-Provider Clinics
Year:
2011


Title:
Healthcare Services Productivity: The Effects of Interruptions and Forgetting
Location:
Montreal, QC
Year:
2011


Title:
Increasing Patient Throughput at an Outpatient Clinic with Two Classes of Patients and Two Types of Providers
Year:
2011


Title:
Optimizing the Outpatient Clinic Schedule for Both Patients and Providers
Year:
2011


Title:
Improving Patient Flow: Case Studies and Lessons Learned from Pulmonary Clinics and Other Settings
Organization:
UC Division of General Internal Medicine
Year:
2010


Title:
Improving Patient Flow Through Shared Workload at an Outpatient Clinic
Location:
San Diego, CA
Year:
2010


Title:
Fixing Outpatient Clinic Flow by Changing Behavior and Reducing Service Variance
Location:
Austin, TX
Year:
2010


Title:
Doctoral Symposium Research Faculty Panel
Location:
Vancouver, BC, Canada
Year:
2010


Title:
Effect of Integrated Scheduling and Capacity Policies on Clinical Efficiency
Location:
Vancouver, BC, Canada
Year:
2010


Title:
Operational Therapy: Better Policies and Processes for Managing Healthcare Delivery
Organization:
Indiana University
Location:
Bloomington, IN
Year:
2010


Title:
Reinventing the Outpatient Clinic
Location:
New Orleans, LA
Year:
2009


Title:
Mitigating the Operational Effects of Interruptions and Forgetting in Radiology,”
Location:
San Diego, CA
Year:
2009


Title:
Scheduling Doctors to Clinical and Surgical Timeslots
Organization:
INFORMS
Location:
San Diego,CA
Year:
2009


Title:
The Operational and Financial Implications of Physician Extenders
Location:
San Diego, CA
Year:
2009


Title:
Ice-Breaker vs. Stand-Alone Service Provider: How Best to Use Physician Extenders?
Location:
Orlando, FL
Year:
2009


Title:
Estimating Patient Wait Times in a Highly Uncertain Service Environment
Location:
Washington, DC
Year:
2008


Title:
Validating the Appropriateness of Using Automated Systems to Quantify the Intravenous Admixture Wastage in a Hospital
Location:
Seattle, WA
Year:
2008


Title:
Multisite Block Scheduling of Surgical and Clinical Operations
Location:
Groningen, The Netherlands
Year:
2008


Title:
Integrated Facility Allocation and Appointment Policies for Meeting Clinical Service Level Objectives
Location:
La Jolla, CA
Year:
2008


Title:
Reducing Patient Waiting Times in a Pediatric Orthopaedics Clinic
Location:
La Jolla, CA
Year:
2008


Title:
Decreasing Radiology Report Turnaround Times: Impact of Combining Worklists
Location:
Chicago, IL
Year:
2007


Title:
Welcome, Introduction, and an Overview of OM in Healthcare
Organization:
UC & CCHMC
Year:
2007


Title:
Creating an Automated Triage System for Radiology
Organization:
UC Division of General Internal Medicine
Year:
2007


Title:
Enabling the Services Sciences via a Unified Services Theory
Location:
Philadelphia, PA
Year:
2007


Title:
Interruption and Forgetting in Radiology Services Production
Location:
Dallas, TX
Year:
2007


Title:
Customer-Centric Innovation: The 7 Roles of Service Customers
Location:
Washington, D.C
Year:
2006


Title:
Measuring Service Intensity
Location:
Brisbane, Australia
Year:
2006


Title:
A Supply-Chain Approach to Service Design and Innovation
Location:
Monterey, CA
Year:
2006


Title:
Homegrown Informatics: Improving Patient Safety by Filling Technology Gaps
Location:
San Francisco, CA
Year:
2006


Title:
Impact of Voice Recognition on Perceptions, Operations – Can We Do Better?
Location:
Austin, TX
Year:
2006


Title:
A Supply Chain Approach for Service Design and Innovation
Location:
Park City, UT
Year:
2006


Title:
Clinical Impact of RadStream – Paperless Radiology Workflow
Location:
Chicago, IL
Year:
2005


Title:
Introducing an Automated Radiology Triage System: Improved Workflow, Enhanced Patient Care
Location:
Chicago, IL
Year:
2005


Title:
Theoretical and Practical Foundations of the Unified Services Theory
Location:
San Francisco, CA
Year:
2005


Title:
Theoretical and Practical Foundations of the Unified Services Theory
Location:
San Francisco, CA
Year:
2005


Title:
Introducing an Automated Radiology Triage System: Improved Workflow, Enhanced Patient Care
Location:
Orlando, FL
Year:
2005


Title:
Technology-Driven Hospital Process Improvement
Location:
Chicago, IL
Year:
2005


Title:
Creating an Automated Triage System for Radiology
Location:
Cancún, Mexico
Year:
2004


Title:
The Effects of CSR Characteristics on Perceived e-Service Quality
Location:
Savanna, GA
Year:
2003


Title:
Technology in Services
Location:
San Diego, CA
Year:
2002


Title:
The Influence of Customer Service Personnel Attributes in an Online Environment
Location:
San Jose, CA
Year:
2002


Title:
Contact Centers: Operations and Marketing Meet in the Back-Office
Location:
San Francisco, CA
Year:
2002


Title:
Customer Service in the Information Age
Location:
San Francisco, CA
Year:
2002


Title:
The Disappearing Difference Between Front-Office and Back-Office Operations
Location:
San Francisco, CA
Year:
2002


Title:
Configuring Online Customer Service Based on Context and User Characteristics
Location:
Miami Beach, FL
Year:
2001


Title:
The Effect of Channel, Context and User Characteristics on Online Customer Service Outcomes
Location:
Cincinnati, OH
Year:
2001


Title:
Designing Electronic Service Operations for Computer-Mediated Customer Contact
Location:
Orlando, FL
Year:
2001


Title:
New Issues and Opportunities in Service Design Research: Design of Service Processes
Location:
Orlando, FL
Year:
2000


Title:
The New Rules of e-Business: Research Implications for Operations Managemen
Location:
Orlando, FL
Year:
2000


Title:
Designing E-Service Operations for Customer Contact
Location:
San Antonio, TX
Year:
2000


Title:
Antecedents of New Service Development Effectiveness: An Exploratory Examination of Strategic Operations Choices
Location:
Toronto
Year:
2000


Title:
Knowledge Management and Service Operations: A Synergy Exposed
Location:
San Antonio, TX
Year:
2000


Title:
Scale Development for Theory Building and Testing in Operations Management
Location:
New Orleans, LA
Year:
1999


Title:
Perspectives for New Service Development: A Model and Approach for Calibration of New Scales
Location:
New Orleans, LA
Year:
1999


Title:
Strategic Determinants of New Service Development: An Empirical Examination
Location:
Seattle, WA
Year:
1998