Associate Professor Susan Meyer Goldstein
Operations and management science

As an associate professor of operations and management science, Susan Meyer Goldstein is an expert in quality management in health care, service process management, and operations strategy.

Her research focuses on managing high-contact services, using the Baldrige Healthcare Award criteria in hospitals, and designing lean service processes. She has been published in several leading journals and is a recent recipient of both a Juran Scholar Award and a McKnight Research Grant.

“Process management is particularly challenging for health care organizations because, not only must the process be designed and managed for good technical outcomes, but the patient is observing and participating in everything that is happening, and their satisfaction —the softer side of quality —must be managed as well,” says Goldstein.

Goldstein has published articles showing the link between operations management practices and hospital quality-management practices, the role of clinical and process quality in achieving patient satisfaction in hospitals, and designing service processes to meet market needs.

At the Carlson School, she teaches graduate courses on service management and operations management and strategy, and undergraduate courses on operations management.

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