The Physics of Patient Flows and Wait Lists in Health Care Pathways

This case allows course participants to use a graphical simulation tool to explore several key factors that lead to customer response delays in service systems. A high-level discussion can then ensue on process flow management, including tools like segmentation, process standardization and scheduling, and resource utilization planning. The case requires the ProModel simulation software tool (not included, to be purchased separately), and a simulation input files (available free from author's website https://faculty.insead.edu/stephen-chick/teaching).

This case allows course participants to use a graphical simulation tool to explore several key factors that lead to customer response delays in service systems. The case lets participants visually observe how resource utilization, variability in process times, and resource pooling effect customer response times. A high-level discussion can then ensue on process flow management, including tools like segmentation, process standardization and scheduling, and resource utilization planning.