Description: The monthly Wednesday OSE Seminar Series showcases Operations and Systems Engineering (OSE) concepts, methodologies, and tools to aid improvement and optimization initiatives across a wide variety of problem contexts and healthcare delivery domains. The three main learning objectives are: 1) To provide participants with useful operations and systems engineering concepts, models and methods that can be used in solving complex, dynamic healthcare delivery problems; 2) To give real-world examples of how these concepts, models, and methods are used in specific healthcare delivery domains, highlighting their strengths, impact, and limitations; 3) To engage participants through in-class workshop-type exercises that apply these tools in their relevant service domains.

SESSION 2: ENGINEERING QUALITY BY DESIGN. The quality of any product, service, or customer experience can be evaluated according to a hierarchy of benefits – their functional performance, technical superiority, and emotional impact. Design thinking isn’t new – “universal” principles of design have driven innovations across multiple domains over time. What heuristics and approaches can we learn from different industries, brands, and disciplines, and how can we apply these in improving healthcare delivery?