Date of Award

Fall 2015

Access Restriction

Campus Access only Research Projects

Degree Name

Master of Science


Systems Engineering

School or College

Seaver College of Science and Engineering

First Advisor

Bohdan W. Oppenheim


The Veterans Health Administration of the United States Department of Veteran Affairs has been reported to have a large backlog of patients waiting for healthcare services. The root cause of the issue has been pinpointed to flaws in the VHA's Healthcare Eligibility Center process and software systems. But moreover, the issues within the VHA stem from a lack of management oversight and lack of ownership of the products and services. It is suggested in the following document that the VHA apply Systems Engineering and Lean Healthcare initiatives in order to: baseline the current process and system, generate new process and system requirements aimed at meeting patient's expectations, and use Measures of Effectiveness to validate that the positive impact of the changes.

The goal of this report is to provide solutions for the VHA fix the patient enrollment process and software systems. The VHA already has a group of Systems Engineers (called the Veterans Administration - Center for Applied Systems Engineering) that is currently working to promote Systems and ·Lean Engineering within the VHA, however they are focusing on general training as opposed to fixing the immediate issue presented in this report.

MikeSondheim_Systems_Presentation_2015.pdf (16825 kB)
Oral Presentation