Work

Cases from the operating line.

Cases are where decisions meet operating reality: what the work required, what evidence could support, what changed, and what the experience taught me.

A way in

Four different ways to enter the work: place, evaluation, knowledge systems, and flow.

Place

Case Jefferson Health Enterprise Population Health Jefferson Maps: Local Intelligence at Call Speed A no-PHI location-intelligence layer that helped Jefferson Health Enterprise Population Health turn local knowledge into active guidance during outreach calls. Read case
  1. Evaluation Penn AQM Customer Service Workshop Evaluation Begin with a measured workshop and the limits of a fair comparison.
  2. Knowledge The Assistant Had to Be Right Begin with source authority, retrieval, and an answer that had to be right.
  3. Flow Walmart Oil Bay Time Study Begin with two kinds of work moving through the same oil bay.

Complete archive

All Cases

8 Cases, kept complete and intentionally quieter than the starts above.

Case Walmart Auto Care Center Walmart Oil Bay Time Study Case Jefferson Health Enterprise Population Health Jefferson Maps: Local Intelligence at Call Speed Case Penn Medicine, University of Pennsylvania Health System Patient Engagement Center Penn AQM Customer Service Workshop Evaluation Case Jefferson Health Plans The Assistant Had to Be Right Case Jefferson Health Enterprise Population Health Mailing a Kit Is Not Delivering Screening Case Jefferson Population Health Designing the Message as Care Case Johns Hopkins University School Telehealth as a Systems Engineering Problem Case AJHCS A Publication Needs an Operating System