"There is a huge gap between knowledge of operations management in other industries and health care. This book, long overdue, closes the gap. It has a unique blend of the necessary theory and many practical tools. I have no doubt that it will soon be on the desks of many professors, students, clinicians, and hospital managers."
—Eugene Litvak, professor of health and operations management, School of Management, and director, Program for Managing Variability in Health Care Delivery, Health Policy Institute, Boston University, Boston, Massachusetts