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.
Organization:
University of Cincinnati Lindner College of Business, Department of OBAIS
Title:
Professor
Organization:
University of Cincinnati, College of Medicine, Department of Emergency Medicine
Title:
Associate Professor
Organization:
University of Cincinnati College of Medicine, Department of Pediatrics (by courtesy)
Title:
Associate Professor
Organization:
Cincinnati Children’s Hospital Medical Center
Title:
Associate Professor
Organization:
University of Cincinnati Lindner College of Business, Department of OBAIS
Title:
Associate Professor of Operations Management
End Date:
2014-08-14
Organization:
University of Cincinnati
Title:
Assistant Professor of Operations Management, Department of Quantitative Analysis and Operations Management, College of Business
End Date:
2007-08-31
Organization:
MemoWare.com
Title:
Founder and Owner
End Date:
2001-12-31
Organization:
Belcan Engineering
Title:
Project Manager / Project Engineer
End Date:
1997-12-31
Organization:
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
Organization:
University of North Carolina at Chapel Hill
Major:
Business Administration (Operations Management)
Completed:
2001
Degree:
Ph D
Organization:
University of Cincinnati
Major:
Operations Management
Completed:
1996
Degree:
MBA
Organization:
University of Cincinnati
Major:
Mechanical Engineering
Completed:
1992
Degree:
BS
Published Contributions
Title:
Interruption and Forgetting in Knowledge-Intensive Service Environments
Page(s):
704-722
Author(s):
Froehle, Craig
White, Denise
Year Published:
2014
Publisher:
Production and Operations Management
Title:
Transient and Sustained Changes in Operational Performance, Patient Evaluation, and Medication Administration during Electronic Health Record Implementation in the Emergency Department
Page(s):
320-328
Author(s):
Ward, Michael
Froehle, Craig
Hart, Kimberly
Collins, Sean
Lindsell, Christopher
Year Published:
2014
Publisher:
Annals of Emergency Medicine
Title:
Operational Data Integrity during Electronic Health Record Implementation in the Emergency Department
Page(s):
1029-1033
Author(s):
Ward, Michael
Froehle, Craig
Hart, Kimberly
Lindsell, Christopher
Year Published:
2013
Publisher:
American Journal of Emergency Medicine
Title:
An Exploratory Analysis of the Model for Understanding Success in Quality
Page(s):
325-338
Author(s):
Kaplan, Heather
Froehle, Craig
Cassedy, Amy
Provost, Lloyd
Margolis, Peter
Year Published:
2013
Publisher:
Health Care Management Review
Title:
Improving Patient Flow in the Complex Outpatient Clinic
Author(s):
Froehle, Craig
Magazine, Michael
Year Published:
2013
Publisher:
Handbook of Healthcare Operations Management: Methods and Applications
Title:
The State of Healthcare in OR/OM
Page(s):
495-499
Author(s):
Froehle, Craig
Magazine, Michael
Year Published:
2012
Publisher:
Manufacturing & Service Operations Management
Title:
The Model for Understanding Success in Quality (MUSIQ): Building a Theory of Context in Health Care Quality Improvement
Page(s):
13-20
Author(s):
Kaplan, Heather
Provost, Lloyd
Froehle, Craig
Margolis, Peter
Year Published:
2012
Publisher:
BMJ Quality & Safety
Publicly available:
Yes
Title:
The Effect of Integrated Scheduling and Capacity Planning on Clinical Efficiency
Page(s):
442-455
Author(s):
White, Denise
Froehle, Craig
Klassen, Kenneth
Year Published:
2011
Publisher:
Production and Operations Management
Publicly available:
Yes
Title:
The Influence of Context on Quality Improvement Success in Healthcare: A Systematic Review of the Literature
Page(s):
500-559
Author(s):
Kaplan, Heather
Brady, Patrick
Dritz, Michele
Hooper, David
Linam, Matthew
Froehle, Craig
Margolis, Peter
Year Published:
2010
Publisher:
The Milbank Quarterly
Title:
Multisite Block Scheduling of Surgical and Clinical Operations
Author(s):
Froehle, Craig
Scheidt, J.
Magazine, M.
Year Published:
2008
Publisher:
2008 EurOMA Conference
Title:
Antecedents and Performance Outcomes of Global Competence: An Empirical Investigation
Page(s):
75-92
Author(s):
Roth, Aleda
Cattani, Kyle
Froehle, Craig
Year Published:
2008
Publisher:
Journal of Engineering & Technology Management
Title:
Design, Implementation, and Assessment of a Radiology Workflow System
Page(s):
321-327
Author(s):
Halsted, Mark
Froehle, Craig
Year Published:
2008
Publisher:
American Journal of Roentgenology
Title:
A Resource-Process Framework of New Service Development
Page(s):
169-188
Author(s):
Froehle, Craig
Roth, Aleda
Year Published:
2007
Publisher:
Production and Operations Management
Title:
Clarifying Services Operations Management with a Unified Services Theory
Page(s):
10-13
Author(s):
Froehle, Craig
Sampson, Scott
Year Published:
2006
Publisher:
POMS Chronicle
Title:
Foundations and Implications of a Proposed Unified Services Theory
Page(s):
329-343
Author(s):
Froehle, Craig
Sampson, Scott
Year Published:
2006
Publisher:
Production and Operations Management
Title:
Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction
Page(s):
5-38
Author(s):
Froehle, Craig
Year Published:
2006
Publisher:
Decision Sciences
Title:
Operation Workflow Triage
Page(s):
37-40
Author(s):
Halsted, Mark
Froehle, Craig
Yang, Hong
Perry, Laurie
Johnson, Niel
Year Published:
2005
Publisher:
Imaging Economics
Title:
Theoretical and Practical Foundations of the Unified Services Theory
Author(s):
Froehle, Craig
Sampson, Scott
Year Published:
2005
Publisher:
Proceedings of the 2005 Decision Sciences Institute Annual Meeting
Title:
Insourcing, Offshoring, and Automation: Different Operational Approaches to Customer Service
Page(s):
4-6
Author(s):
Froehle, Craig
Year Published:
2004
Publisher:
POMS Chronicle
Title:
New Measurement Scales for Evaluating Perceptions of the Technology-Mediated Customer Service Experience
Page(s):
1-22
Author(s):
Froehle, Craig
Roth, Aleda
Year Published:
2004
Publisher:
Journal of Operations Management
Title:
Research Opportunities in Service Process Design
Page(s):
189-202
Author(s):
Froehle, Craig
Hill, Arthur
Collier, David
Goodale, John
Metters, Richard
Verma, Rohit
Year Published:
2002
Publisher:
Journal of Operations Management
Title:
Antecedents of New Service Development Effectiveness: An Exploratory Examination of Strategic Operations Choices
Page(s):
3-17
Author(s):
Froehle, Craig
Roth, Aleda
Chase, Richard
Voss, Christopher
Year Published:
2000
Publisher:
Journal of Service Research
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