Susan GoldsteinAssociate Professor

Susan Goldstein
CSOM Operations & Mgmt Sci
3-217 CarlSMgmt
321 19th Ave S
Minneapolis, MN  55455
Phone: 612/626-0271
meyer033@umn.edu


Education
PhD, 1998, operations management, The Ohio State University
MBA, 1992, operations management, University of Minnesota
BS, 1988, genetics and cell biology, University of Minnesota

Susan Meyer Goldstein is an associate professor of Operations Management. She earned her BS in Genetics and Cell Biology and MBA at the University of Minnesota and her PhD in Operations Management from The Ohio State University. Her research interests include service process design and management. Her teaching interests are in service management, operations strategy, and general operations management. She was awarded a Juran Scholar Award as well as a McKnight Foundation grant to support her research on service process variability. She is published in Journal of Operations Management, Production and Operations Management Journal, and Decision Sciences, among others.

Research

Expertise
Quality management in health care
Service process management
Operations strategy

Research Statement
My research interest is in the area of service operations management, with emphasis on understanding how elements of service quality management and service process design can serve as a foundation both for daily management and for developing a long-term service strategy. I am most interested in studying services in which the customer is present and interacting with the service organization. To facilitate this interest in high contact service processes, a majority of my research has been conducted in hospitals. My research falls into three main areas: First, I study in detail service process design and variability during service delivery to understand the impact of these details on process outcomes. Second, I study the use of quality management philosophies and techniques to achieve internal outcomes such as profitability and external outcomes such as customer satisfaction. Third, I study classification and measurement of service processes. Understanding how service organizations design processes and serve customers in relation to specific criteria is important to interpreting the potential ramifications of operations changes and investments.

Current Research
Managing variability in high-contact services
Designing lean service processes


Publications

Major Publications

  • "Explaining anomalous high performance in a health care supply chain," R. Shah, S.M. Goldstein, B.T. Unger, and T.D. Henry, Decision Sciences, 39(4), 759-789 (2008).
  • "The role of culture types as exogenous drivers of quality management practices: Infrastructure versus core quality practices," M. Naor, S.M> Goldstein, L. Linderman, and R. Schroeder, Decision Sciences, 39(4), 671-702 (2008).
  • "Applying the Collective Causal Mapping Methodology to Operations Management curriculum development," J.M. Hays, T. Bouzdine-Chameeva, S.M. Goldstein, A.V. Hill, and A.J. Scavarda, Decision Sciences Journal of Innovative Education, 5(2) (2008).
  • "A Methodology for Constructing Casual Maps," A. J. Scavarda, T. Bouzdine-Chameeva, S. M. Goldstein, J. M. Hays, and A. V. Hill, Decision Sciences (2006).
  • "Use of Structural Equation Modeling in Operations Management Research: Looking Back and Forward," R. Shah and S. M. Goldstein, Journal of Operations Mangement (2006).
  • "Linking Publicness to Operations Management Practices: A Study of Quality Management Practices in Hospitals," S. M. Goldstein and M. Naor, Journal of Operations Management (2005).
  • "The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals," K. A. Marley, D. A. Collier, and S. M. Goldstein, Decision Science (2004).
  • "Employee Development: An Examination of Service Strategy in a High-Contact Service Environment," S. M. Goldstein, Production and Operations Management (2003).
  • "The Service Concept: The Missing Link in Service Design Research?" S. M. Goldstein, R. Johnston, J. Duffy, and J. Rao, Journal of Operations Management (2002).
  • "An Empirical Test of the Causal Relationships in the Baldrige Health Care Pilot Criteria," S. M. Meyer and D. A. Collier, Journal of Operations Management (2001).

Books

  • Operations Management: Contemporary Concepts and Cases, 5th edition, R. Schroeder, S. Goldstein, and M. Rungtusanatham, (McGraw-Hill/Irwin, 2010).

Instruction

Teaching Philosophy
My vision of learning and sharing knowledge of Operations Management permeates my teaching. I consider my time in the classroom to be a valuable opportunity to share my knowledge, excitement, and quest for learning on topics that capture my professional passions. My goal in delivering each of my courses is to create the best opportunity for student learning. Each course must have strong academic content: ideas, theories, models, and tools on which the students can build their knowledge and understanding. It is equally important to provide students with the motivation to learn the material, and to frame the application of the learning for their current and future professional lives. The synergy between my research interests and the courses I teach allows me to continue to broaden my personal knowledge in these subject areas and to bring related research into the classroom. The benefit of this is that it allows students a window into faculty research - bringing relevant research into classroom discussions shows students the types of research questions faculty study, the research methods we use, and how the research helps us to build knowledge.

Courses

Fall, 2009
OMS 3001 Introduction to Operations Management Sec.  002
OMS 3001 Introduction to Operations Management Sec.  003
OMS 3051 Service Management Sec.  001
OMS 6051 Service Management Sec.  060


Service

Current Editorial Appointments

  • Editorial Board, Production and Operations Managment Journal
  • Associate editor, Journal of Operations Management
  • Associate editor, Services Industry Journal

Scholarly Service and Honors

  • Best Paper Award, Literati Club, 1999
  • Juran Scholar Award, Joseph M. Juran Center for Leadersip in Quality, University of Minnesota, 2005
  • American Society for Quality Research Fellowship
  • McKnight Foundation Grant, 2006
  • Ranked # 11 (tied) among service operations researchers for individual author contributions in: A note on the growth of research in Service Operations Management, Production and Operations Management, Vol. 16 No. 6 (2007) based on papers published during 1990-2006 in Journal of Operations Management, Manufacturing and Service Operations Management, Production and Operations Management, Management Science, and Operations Research.
  • Medical Industry Leadership Institute Interdisciplinary Grant Award, Principle Investigator
  • Research Fellow - The Ohio State University Center for Operational Excellence
  • Finalist, Decision Sciences Best Article Award for 2008
  • Best empirical paper, Decision Sciences Journal of Innovative Education, 2007-8