Managed Service Restructuring in Health Care Book

	Preface
Ch. 1	The Historical Basis of Managed Service Restructuring	1
	The Product Life Cycle	2
	The Product Life Cycle Applied to Health Service Organizations	3
	Portfolio Analysis	5
	Restructuring May Take Place at All Levels Within an Organization	6
	Restructuring for Increased Profitability	8
	The Basis for Future Analysis	8
	Objective of this Book	9
	How You Should Benefit from this Book	14
Ch. 2	MSR Defined	17
	A Conscious Management Effort	17
	Warning Signs	17
	The Utility of MSR	18
	An Overeagerness to Downsize	18
	Do Not Make Enemies by Accident	19
	MSR Techniques	19
	The Marketing Analysis	20
	The Financial Analysis	24
	Blending the Two to Develop a Management Report	25
	Eliminating the Service	26
	Harvesting the Service	27
	Internal Restructuring of the Service	27
	MSR Options	30
	Communities Must Continue to be Served	31
Ch. 3	Applying Managed Service Restructuring	35
	Senior Management Involvement	35
	Senior Management Responsibility and Accountability	38
	Middle Management's Role	39
	Approaches to Improve Quality and MSR	39
	Employee Concerns and Cooperation	40
	When and How to Use Outside Consultants	43
	Eliminating Operational Bias	46
	Community Involvement	47
	Medical Staff Participation	48
	Dealing with Competitors	49
	The Joint Venture Approach	50
Ch. 4	Preventing Service Line Deterioration	53
	Ongoing Situation Analysis	53
	New Services: Gain Consensus Prior to Launch	54
	The Development of Centers of Excellence	56
	The Integrated Delivery System	59
	Developing the Operational Plan	60
	Encourage Innovation at All Levels	63
	Keep Your Strategic Plan Short and Simple	63
	Quality Comes in Two Parts	64
	A Note of Caution About TQM	66
	Customer Service	68
	LCD/Fail-Safe: A New Customer Service Approach	70
	Employees Do Not Always Have the Correct Information	71
	Employees Are Not Always Motivated to Take the Correct Action	73
	The Situation Has Changed	74
	LCD/Fail-Safe Objectives and Limitations	76
	Building the LCD/Fail-Safe System	79
Ch. 5	MSR in Practice	85
	MSR Cases	85
	An MSR Disaster	90
	MSR Application Points in the DeAnza/Thomas Case	93
	An MSR Success Where Others Failed	94
	Index	99