Craig Froehle

Headshot of Craig Froehle, PhD

Craig Froehle, PhD

Department Head and Professor of Operations, Business Analytics, and Information Systems

3340 Carl H. Lindner Hall

513-556-7174

Dr. Froehle is Professor and Department Head of Operations, Business Analytics and Information Systems. He earned his BS in Mechanical Engineering and MBA in Operations Management at the University of Cincinnati. He 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. His research and teaching focus on operations management in healthcare delivery and technology-enabled services.

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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.

History
Institution: Cornell University Institute for Healthy Futures
Title: Academic Scholar

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: Professor

Institution: University of Cincinnati College of Medicine, Department of Pediatrics (by courtesy)
Title: Associate Professor (by courtesy)
End Date: 2017-06-30

Institution: Cincinnati Children’s Hospital Medical Center
Title: Associate Professor
End Date: 2017-06-30

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

Awards | Honors
Organization: UC Lindner College of Business
Name: Lindner Research Excellence Award
Year Received: 2019

Organization: Operations & Supply Management Distinguished Speaker
Name: University of Dayton, Dept. of OPS
Year Received: 2019

Organization: University of Cincinnati, Lindner College of Business
Name: Dean's List of Teaching Excellence
Year Received: 2018

Organization: University of Cincinnati
Name: George Barbour Award for Good Faculty-Student Relations
Year Received: 2018

Organization: University of Cincinnati, Lindner College of Business
Name: Dean's List of Teaching Excellence
Year Received: 2017

Organization: Rutgers Business School, Rutgers University
Name: Invited Speaker
Year Received: 2017

Organization: University of Cincinnati, Lindner College of Business
Name: Dean's List of Teaching Excellence
Year Received: 2017

Organization: Veterans Health Administration (VHA)
Name: Invited Speaker
Year Received: 2017

Organization: Warrington College of Business, University of Florida
Name: Invited Speaker
Year Received: 2017

Organization: University of Cincinnati, Lindner College of Business
Name: Dean's List of Teaching Excellence
Year Received: 2015

Organization: University of Cincinnati, Lindner College of Business
Name: Lindner Research Fellow
Year Received: 2015

Organization: University of Cincinnati, Lindner College of Business
Name: Dean's List of Teaching Excellence
Year Received: 2014

Organization: University of Cincinnati, Lindner College of Business
Name: Guest Speaker, Business Advisory Council
Year Received: 2014

Organization: University of Cincinnati, Lindner College of Business
Name: Lindner Research Fellow
Year Received: 2014

Name: Co-inventor:  US Patent #8,484,048 - “Automated System and Method for Prioritization of Waiting Patients”
Year Received: 2013

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

Education
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
Rui Sundrup, Jaime Windeler, Craig Froehle, (2019). The Social Implications of Wearable Information Technologies: Extending IT Identity Theory. ACM‑SIGMIS: Computers and People Research Conference.

Craig Froehle, Michael Fry, Glenn Wegryn, (2019). Fifty Years of Analytics Leadership: Profile of the UPS Prize-Winning Department of Operations, Business Analytics & Information Systems at the University of Cincinnati. ORMS Today.

Lauren Laker, Craig Froehle, Jaime Windeler, Christopher Lindsell, (2018). Quality and Efficiency of the Clinical Decision-Making Process: Information Overload and Emphasis Framing. Production and Operations Management, 2213-2225. 

Michael Ward, Seab Collins, Dandan Liu, Craig Froehle, (2018). Preventable delays to intravenous furosemide administration in the emergency department prolong hospitalization for patients with acute heart failure. International Journal of Cardiology,  207-212.

Parastu Kasaie, David Kelton, Rachel Ancona, Michael Ward, Craig Froehle, Michael Lyons,  (2018). Lessons Learned From the Development and Parameterization of a Computer Simulation Model to Evaluate Task Modification for Health Care Providers. Academic Emergency Medicine, 238-249.

Lauren Laker, Elham Torabi, Daniel France, Craig Froehle, Eric Goldlust, Nathan Hoot, Parastu Kasaie, Michael Lyons, Laura Barg-Walkow, Michael Ward, Robert Wears,  (2018). Understanding Emergency Care Delivery through Computer Simulation Modeling. Academic Emergency Medicine, 116-127.

Rui Sundrup, Jaime Windeler, Craig Froehle,  (2017). Evaluating Effects of Information Incongruence and Gender on Online Review Helpfulness. . Americas Conference on Information Systems.

Denise White, Elham Torabi, Craig Froehle, (2017). Ice‑Breaker vs. Standalone: Comparing Alternative Workflow Modes of Mid-Level Care Providers. Production and Operations Management.

Heather Grooms, Craig Froehle, Lloyd Provost, James Handyside, Heather Kaplan,  (2017). Improving the Context Supporting Quality Improvement in a Neonatal Intensive Care Unit Quality Collaborative:  An Exploratory Field Study. American Journal of Medical Quality, 313-321.

Craig Froehle, (2016). The Birth, Weird Life, and Afterlife of an Internet Meme. WIRED.

Elham Torabi, Craig Froehle, Christopher Lindsell, Charles Moomaw, Daniel Kanter, Dawn Kleindorfer, Opeolu Adeoye,  (2016). Monte Carlo Simulation Modeling of a Regional Stroke Team’s Use of Telemedicine. Academic Emergency Medicine, 55-62.

Michael Ward, Craig Froehle, Wesley Self,  (2015). Effects of Common Data Errors in Electronic Health Records on Emergency Department Operational Performance Metrics:  A Monte Carlo Simulation. Academic Emergency Medicine, 1085-1092.

Michael Ward, Yann Ferrand, Lauren Laker, Craig Froehle, Timothy Vogus, Robert Dittus, Sunil Kripalani, Jesse Pines,  (2015). The Nature and Necessity of Operational Flexibility in the Emergency Department. Annals of Emergency Medicine, 156-161.

Lauren Laker, Craig Froehle, Christopher Lindsell, Michael Ward,  (2014). The Flex Track:  Flexible Partitioning Between Low- and High-Acuity Areas of an Emergency Department. Annals of Emergency Medicine, 591-603.

David Larson, Craig Froehle, Alex Towbin, Neil Johnson,  (2014). Communication in Diagnostic Radiology:  Meeting the Challenges of Complexity. American Journal of Roentgenology, 957-964.

Michael Ward, Keith Marsolo, Craig Froehle,  (2014). Applications of Business Analytics in Healthcare. Business Horizons, 571-582.

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.

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.

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.

Mark  Halsted, Neil Johnson, Craig Froehle,  (2013). US Patent #8,484,048, Automated System and Method for Prioritization of Waiting Patients.

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: Evaluating Partial Flexibility in Healthcare Systems with Multi-Priority Patients:  A Queueing Approach
Status: Writing Results
Research Type: Scholarly

Title: Forecasting Hourly Patient Demand for Optimal Staff Scheduling in the Emergency Department
Status: Writing Results
Research Type: Scholarly

Title: Improving the Context Supporting Quality Improvement in a Neonatal Intensive Care Unit Quality Collaborative:  An Exploratory Field Study
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: Proactive Scheduling:  Safe Scheduling in Complex Outpatient Clinics
Status: Writing Results
Research Type: Scholarly

Title: The FASStR Framework for Clinic Operations Performance Measurement
Status: Writing Results
Research Type: Scholarly

Title: The Making of a Troll: Retaliation in Peer-to-Peer Networks
Description: Using data collected via a peer‑to‑peer grading system, we seek to determine how the dark triad of personality traits affects retaliatory actions in online environments.
Status: Writing Results
Research Type: Scholarly

Title: Time Is of the Essence:  Simulation-Based Optimization of Telemedicine and Stroke Team Deployment
Status: Writing Results
Research Type: Scholarly

Presentations
Title: Improving the Perceived Fairness of ED Physician Time Allocation
Organization: INFORMS
Location: Boston MA
Year: 2019

Title: Managing Uncertainty via Distributional Demand Forecasting
Organization: INFORMS
Location: Boston MA
Year: 2019

Title: Optimizing Fairness in a Multi‑Site Emergency Department Staff Allocation Model
Organization: INFORMS
Location: Boston MA
Year: 2019

Title: Ensuring Fairness in Physician Time Allocation: A Multi-Objective Optimization Approach
Organization: POMS
Location: Chicago, IL
Year: 2019

Title: Probabilistic Forecasting for Online Staffing Decisions in the Emergency Department
Organization: POMS
Location: Washington DC
Year: 2019

Title: Rethinking Patient Triage for Faster, More Cost-Effective Care in the Emergency Department
Organization: POMS
Location: Washington DC
Year: 2019

Title: Workshop: Emergency! The ED Operations Simulation Game
Organization: POMS
Location: Washington DC
Year: 2019

Title: A Novel Approach to Fair Allocation of Physician Clinical Time Across Multiple Locations
Organization: SAEM
Location: Las Vegas NV
Year: 2019

Title: Use of a Patient Reevaluation Policy to Reduce Waiting Time in the Emergency Departmeny
Organization: Decision Sciences Institute
Location: Chicago, IL
Year: 2018

Title: A Unifying Framework for Performance Measurement in Outpatient Healthcare Delivery
Location: Houston, TX
Year: 2018

Title: Allocating Clinical Capacity across Multiple Hospital Locations to Maximize Staff Satisfaction
Location: Houston, TX
Year: 2018

Title: Improving Patient Transport Services through Crew Flexibility
Location: Houston, TX
Year: 2017

Title: How Do Triage Interruptions Affect Patient Care?
Organization: Emergency Nursing Association
Location: St. Louis, MO
Year: 2017

Title: Evaluating Effects of Information Incongruence and Gender on Online Review Helpfulness
Organization: AMCIS
Location: Boston, MA
Year: 2017

Title: Evaluating Effects of Information Incongruence and Gender on Online Review Helpfulness
Organization: Association for Information Systems
Location: Boston, MA
Year: 2017

Title: Optimal Staffing, Scheduling and Dispatch Policies for Emergency Transport Services
Location: Seattle, WA
Year: 2017

Title: Relook:  Evaluating a Novel Strategy to Reduce Emergency Department Waiting Time
Organization: Society for Academic Emergency Medicine
Location: Orlando, FL
Year: 2017

Title: Capacity And Flow Management In Emergency Departments With A Fast Track
Location: Nashville, TN
Year: 2016

Title: Panel:  Emerging Trends and Future Directions for Empirical OM Research
Location: Orlando, FL
Year: 2016

Title: Patient Reevaluation and Waiting Time in Emergency Departments
Location: Orlando, FL
Year: 2016

Title: The Operational Effects of Information Overload on Clinical Decision-Making
Organization: University of Cincinnati
Location: Orlando, FL
Year: 2016

Title: Time-Dependent Patient Streaming in the Emergency Department
Location: Orlando, FL
Year: 2016

Title: Allowing Treatment of a Subset of Moderate Risk Patients in Low-Acuity Areas Can Eliminate Mismatch Between Demand and Segmented Capacity
Location: New Orleans, LA
Year: 2016

Title: Data-Driven Decision Making at Triage:  Toward Better Patient Streaming in the Emergency Department
Organization: DSI
Location: Seattle, WA
Year: 2015

Title: Waiting Time and Cost:  The Effect of Healthcare or Hospitality Context and Process Sequence
Organization: DSI
Location: Seattle, WA
Year: 2015

Title: Redefining Patient Prioritization and Routing in the Emergency Department
Organization: Indiana University
Location: Bloomington, IN
Year: 2015

Title: Data-driven Decision-making at Triage:  Toward Better Patient Streaming in the Emergency Department
Organization: INFORMS
Location: Philadelphia, PA
Year: 2015

Title: Infusing Learning from Hospitality and Service Design to Healthcare:  A Panel Discussion
Organization: INFORMS
Location: Philadelphia, PA
Year: 2015

Title: The Cost of Waiting in Healthcare and Hospitality Services
Organization: INFORMS
Location: Philadelphia, PA
Year: 2015

Title: Redefining Patient Prioritization and Routing in the Emergency Department
Organization: INFORMS
Location: Nashville, TN
Year: 2015

Title: Monte Carlo simulation of a stroke team use of telemedicine
Organization: Iranian-American Medical Association
Location: Cincinnati
Year: 2015

Title: Time is of the Essence:  Simulation-based Optimization of Telemedicine and Stroke Team Deployment
Location: Washington, DC
Year: 2015

Title: Monte Carlo Simulation Modeling of a Regional Stroke Team’s Use of Telemedicine
Organization: Society for Academic Emergency Medicine (SAEM)
Location: San Diego, CA
Year: 2015

Title: Time is of the Essence:  Simulation-based optimization of telemedicine and stroke team deployment
Organization: University of Cincinnati
Year: 2015

Title: The Operational Effects of Information Overload on Clinical Decision-Making
Organization: Indiana University
Location: Bloomington, IN
Year: 2015

Title: Mitigating the Effects of Information Overload through Emphasis Framing:  Theory and Evidence from Healthcare
Organization: Production and Operations Management Society
Location: Washington DC
Year: 2015

Title: Quality and Efficiency Implications of Interruptions and Information Overload on Decision-Making
Year: 2014

Title: A Queuing Evaluation of Partial Flexibility in Healthcare Systems with Multi-priority Patients
Year: 2014

Title: Quality and Efficiency Implications of Interruptions and Information Overload on Decision-Making
Year: 2014

Title: Title Temporarily Redacted
Year: 2014

Title: four papers with students and colleagues
Organization: INFORMS
Location: SF, CA
Year: 2014

Title: Can Staff and Facilities Deliver Care More Flexibly?
Year: 2014

Title: Integrating Long-Range Demand Forecast and Staff Schedule Optimization in the Emergency Department
Year: 2014

Title: Resilient Patient Scheduling in Complex Outpatient Clinics
Year: 2014

Title: Title Temporarily Redacted
Year: 2014

Title: Analysis and Forecasting of Hourly Patient Volumes in the Emergency Department
Year: 2014

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