Process Analysis in a Service Organization and Healthcare

Paul Harmon comments on "Lean Solutions" and makes an observation about the difference between Taylor's Scientific Management processing vs service process managing:

"This underlies the point that we are NOT talking about producing a "product" (the repaired car) when we focus on services - we are talking about supporting a customer throughout the lifetime of the product/service that the customer is purchasing."

To me this sounds a lot like what Michael Porter says in "Redefining Healthcare." Porter talks about introducing competition back into healthcare by enabling and creating competition on medical conditions over the "full cycle of care."

I believe that effective process analysis in healthcare can produce lower costs and higher quality of care.