Jillian Berry Jaeker is a doctoral candidate in the Technology and Operations Management unit with a focus on healthcare operations. Her work centers on resource utilization in hospitals and its effects on operational efficiency and quality of care.
Prior to entering HBS, Jillian graduated from the Massachusetts Institute of Technology in 2008 with a Bachelor of Science in Management (concentration Finance). During that period she interned in a tissue engineering laboratory at Brigham and Women’s Hospital where she worked with adult stem cells to produce new bone tissue in vitro. She interned at the MIT Investment Management Company and was an editor for the MIT Tech.
Hurry Up and Wait: Differential Impacts of Congestion, Bottleneck Pressure, and Predictability on Patient Length of Stay
High work load, from high inventory levels, impacts unit processing times, but prior operations management studies have found conflicting results regarding direction. Thus, it is difficult to predict inventory's effects on productivity a priori, inhibiting effective capacity management in high load systems. We categorize load into in-process inventory (congestion) and incoming inventory, decomposing the latter into its levels of bottleneck (BN) pressure and predictability, and quantify the magnitudes and directions of change on processing times. Using data from 283 hospitals, we find (1) high congestion increases a patient's hospital stay up to 28%, indicating inefficiencies from overloaded resources; (2) a patient stays up to 11.7% longer if there is a high load of incoming low BN pressure patients, consistent with the slowdown associated with "social loafing"; (3) a patient’s stay is up to 10.2% shorter when there is a high incoming load of predictable patients, consistent with workload smoothing.
Jillian has an interest in understanding the effect of high worker autonomy and uncertainty on operational metrics. Her research attempts to empirically explore the relationship between efficiency, resource utilization, and quality in hospital settings.
Currently Jillian is developing a model of the operational drivers of hospital profitability, as well as the role of hospital subunits on efficiency and profitability. Using government sponsored financial and quality data from the state of California, she is examining the trade-offs, if any, between profitability and patient quality of care.In addition, Jillian is working on a project with a major academic medical institution examining the effect of a recent policy in one hospital unit on the hospital as a whole. She is attempting to quantify the operational costs (e.g. increased bed utilization and waiting times), patient costs (e.g. patient outcome), and financial costs.
First Year TOM Review Session, Teaching Fellow
First Year TOM Review Session Teaching Fellow
Led weekly review sessions for first year MBAs. Focus on process fundamentals in operations