Janelle Heineke

Janelle Heineke is Professor and Chair of the Department of Operations and Technology Management at Boston University’s Questrom School of Business. She holds a DBA degree from Boston University, an MBA degree from Babson College, an MSN degree from Boston College, and a BSN degree from Marquette University. She teaches courses in basic operations management, service management, and quality management at the undergraduate, MBA, doctoral, and executive MBA levels and has been involved in numerous executive education programs. Professor Heineke was awarded the Leading Edge Faculty Award by the General Electric Company in November 1996 and has also won Boston University Questrom School of Business’s Broderick Award for research excellence and Beckwith Award for undergraduate teaching excellence. She served as Associate Dean of Graduate Programs at Boston University Questrom School of Business from 1998 to 2001. In January 2008, Professor Heineke was appointed Director of the Boston University Center for Excellence in Teaching.

Professor Heineke has 15 years of work experience in the health care industry as both a clinician and a manager and, while practicing, held positions as a lecturer and clinical preceptor at Harvard Medical School, Boston College Graduate School of Nursing, and Northeastern University’s Physician Assistant program. As a clinician, she worked for two years as a labor and delivery nurse, then for ten years as an OB/GYN nurse practitioner. As a manager, in a hospital setting she directed an ambulatory care service and a medical department as well as a hospital-based physician group practice. She also managed a multi-site staff-model HMO OB/GYN department.

Professor Heineke’s research interests focus on service operations and quality management, particularly in professional services. She has published in Decision Sciences, Medical Care, The Journal of Operations Management, the California Management Review, the Quality Management Journal, The Services Industries Journal, The International Journal of Production and Operations Management, The International Journal of Service Industry Management, Health Services Research, The Journal of Medical Practice Management, Business Horizons, the Case Research Journal, The Operations Management Review and Quality Progress. She is the co-author of two textbooks: Operations Management: Integrating Manufacturing and Services (2004) and Managing Services: Using Technology to Create Value (2003), both through McGraw-Hill/Irwin with Mark Davis). Professor Heineke has also written three other books: Operations Management in a Service Environment (American Management Association, 1997, with Mark Davis), The Physician Manager Alliance: Building the Healthy Health Care Organization (Jossey-Bass, 1996 with Stephen Davidson and Marion McCollom), and Games and Exercises for Operations Management: Hands-on Learning Activities for Basic Concepts and Tools (Prentice Hall, 1995, with Larry Meile) and has contributed chapters and cases to several other books.

Education

• DBA, Boston University, 1992
• MBA, Babson College, 1987
• MSN, Boston College, 1978
• BS, Marquette University, 1975

Selected Publications

• Tucker, A., Zheng, S., Ren, Z., Heineke, J., McLaughlin, A., Podell, A. (2018). "The Impact of Internal Service Quality on Preventable Adverse Events in Hospitals", Production and Operations Management, 27 (12), 2201-2212
• Lawrence, B., Zhang, J., Heineke, J. (2016). "A life-cycle perspective of professionalism in services", Journal of Operations Management, 42-43 25-38
• Joglekar, N., Zhang, J., Verma, R., Heineke, J. (2014). "Exploring the Relationship between Eco-certifications and Resource Efficiency in U.S. Hotels", Cornell Hospitality Quarterly, 55 (3), 252-264
• Davis, M., Davis, M., Heineke, J., Heineke, J. (2004). "Operations Management Integrating Manufacturing and Services", Irwin Professional Pub
• Tsikritsis, N., Heineke, J. (2004). "Correction to "The impact of process variation on consumer dissatifaction: Evidence from the U.S. domestic airline industry" by Nikos Tsikritsis and Janelle Heineke (vol 35, pg 129, 2004)", Decision Sciences, 35 (2), 323-323
• Davis, M., Heineke, J. (2003). "Managing Services Using Technology to Create Value", Irwin/McGraw-Hill
• Restuccia, J., Shwartz, M., Kreger, B., Payne, S., Ash, A., Iezzoni, L., Heineke, J., Selker, H., Gomes, T., Labonte, A., Butterly, J. (2002). "Does more "appropriateness" explain higher rates of cardiac procedures among patients hospitalized with coronary heart disease?", Medical Care, 40 (6), 500-509
• Verma, R., Fitzsimmons, J., Heineke, J., Davis, M. (2002). "New issues and opportunities in service design research", Journal of Operations Management, 20 (2), 117-120
• Davis, M., Heineke, J. (1998). "How disconfirmation, perception and actual waiting times impact customer satisfaction", International Journal of Service Industry Management, 9 (1), 64-+
• Johnston, R., Heineke, J. (1998). "Exploring the relationship between perception and performance: Priorities for action", Service Industries Journal, 18 (1), 101-112
• Zalatan, K., Heineke, J., Jacobs, B., Rao, A., Saladin, B. (1998). "Team teaching: Applications, advantages and challenges into the 21st century", Decision Sciences Institute 1998 Proceedings, Vols 1 - 3 242-242
• Heineke, J. (1997). "Enhancing Learning Using Classroom Games and Exercises", Quality Management Journal, 4 (4), 32-42
• Davis, M., Heineke, J. (1997). "A framework for integrating technology into service operations", Decision Sciences Institute, 1997 Annual Meeting, Proceedings, Vols 1-3 1477-1479
• Schweikhart, S., Smith-Daniels, V., Heineke, J., Johnson, S., Meyer, S. (1997). "Foundations for research in health care delivery systems", Decision Sciences Institute, 1997 Annual Meeting, Proceedings, Vols 1 - 3 66-66
• Kim, K., Miller, J., Heineke, J. (1997). "Mastering the quality staircase, step by step",
• Heineke, J., Alexandre Baptiste, Y., Rodriguez Linde, A. (1997). "Le Parisien", Case Research Journal, 17 71-82
• Davidson, S., McCollom, M., Heineke, J. (1996). "The Physician-Manager Alliance Building the Healthy Health Care Organization", Jossey-Bass
• Heineke, J., Morrison, P. (1996). ""Using Classroom Incentives to Train Real-Life Skills,"", OMA Review, 11 (1), 33-37
• Heineke, J. (1995). "Strategic operations management decisions and professional performance in U.S. HMOs", Journal of Operations Management, 13 (4), 255-272
• Shwartz, M., Klimberg, R., Karp, M., Iezzoni, L., Ash, A., Heineke, J., Payne, S., Restuccia, J. (1995). "An Integer Programming-Model to Limit Hospital Selection in Studies with Repeated Sampling", Health Services Research, 30 (2), 359-376
• Heineke, J., Meile, L. (1995). "Games and Exercises for Operations Management Hands-on Learning Activities for Basic Concepts and Tools", Allyn & Bacon
• Davis, M., Heineke, J. (1995). "An analytical model for customer longevity", Competing in the Global Marketplace: A Decision Science Viewpoint - Decision Sciences Institute Third International Meeting 178-180
• Heineke, J., Davidson, S., McCollom, M. (1995). "Physicians in a Management-Dominated Health Care System", The Journal of Medical Practice Management
• Heineke, J., Meile, L. (1995). "PC PRO", Case Research Journal
• Dixon, J., Arnold, P., Heineke, J., Kim, J., Mulligan, P. (1994). "Business Process Reengineering - Improving in New Strategic Directions", California Management Review, 36 (4), 93-108
• Davis, M., Heineke, J. (1994). "Understanding the Roles of the Customer and the Operation for Better Queue Management", International Journal of Operations & Production Management, 14 (5), 21-34
• Heineke, J., Meile, L. (1994). "Meeting Corporate and Student Customer Needs in the Classroom: Teaching the "Right Stuff" the Best Way", Operations Management Review 63-77
• Heineke, J., Morrison, P. (1993). "New England Health Plan", Case Research Journal 88-102
• Morrison, P., Heineke, J., Maani, K. (1993). "Lessons from Operations Management for Schools of Management", Operations Management Review, 70 70-81
• Morrison, P., Heineke, J. (1992). "Why do Health-Care Practitioners Resist Quality Management", Quality Progress, 25 (4), 51-55

Awards And Honors

• 2017, Dennis E. Grawoig Distinguished Service Award, Decision Sciences Institute
• 2016, Questrom Award for Faculty Excellence in Institutional Leadership, Questrom School of Business
• 2012, Broderick Award for Service to Graduate Program, BU SMG