Sarah Bonzo

Assistant Professor
Coordinator of Health Services Administration MBA


250 Rich Hall
Sarah Bonzo headshot

Sarah Bonzo attended Rochester Institute of Technology and received her BS and MS in Industrial and Operations Engineering. While in her master’s program, Dr. Bonzo developed scheduling optimization models of an operating room at a local hospital which sparked her interest in healthcare. She earned her Ph.D. at the University of Michigan in Industrial and Operations Engineering where she focused on the intersection of communication, systems architecture, and patient safety in healthcare. Dr. Bonzo performed graduate research at the University Michigan Health System and Rochester General (now Rochester Regional) Health System. Dr. Bonzo joined Rochester General full time after completing her Ph.D.

Before joining SUNY Oswego in 2013, Dr. Bonzo worked in several areas of Rochester General Health System from Lean-Sigma Specialist to Director of the Transformation Management Office. In her most recent role, she developed strategies and methodologies for organizational process improvement and project management with focus on optimization of the enterprise electronic medical record.

Outside of teaching and being program coordinator for the MBA in Health Services Administration program, Dr. Bonzo continues to coach and consult on lean thinking, experimentation, and socio-technical systems in healthcare.


Healthcare is becoming an increasingly integrated and complex environment for both patients and providers. Dr. Bonzo is interested in the impact of this complexity on clinical outcomes, patient satisfaction, and access to care. While analyzing the complexity quantitatively can provide many insights, her work focuses on investigation and improvement of the interactions between operations and clinical personnel in an effort to problem solve and continuously improve. In this respect, her research involves examination of healthcare delivery as a socio-technical system. She is interested in the use and development of network analyses and design structure matrices to examine the technical complexity of processes. On the human side, Dr. Bonzo is interested in the role of personnel development, human factors, mindfulness, and pattern-based learning.


Friedman, B., Bonzo, S.M., Ketcham, G. (2017) “Evaluating Online Instructor Satisfaction and Motivation using the Core Characteristics Job Design Model,” BRC Journal of Advances in Education.

Bonzo, S. M., & Liker, J. K. (2016). The Impact of Cross-Unit Coordination and Process Improvement Efforts in Anatomic Pathology: A Systems Perspective. Quality Management in Healthcare25(3), 141-148.

Bonzo, S.M., McLain, D., Avnet, M.S. (2016) “Process Modeling in the Operating Room: A Socio-Technical Systems Perspective,” Systems Engineering. DOI: 10.1002/sys.21343 

McLain, D. and Bonzo, S.M. (2014). “Modeling Perioperative Services as Sociotechnical Systems: Complexity and Surgical Delays,” 4th International Engineering Systems Symposium.

Ballard*, S.M. and Kuhl, M.E. (2006).  “The Use ofvSimulation to Determine Maximum Capacity in the Surgical Suite Operating Room,” Winter Simulation Conference.

Work in progress

Diez, T. and Bonzo, S.M.  “Cost Containment in Healthcare: The Case of Urgent Care Centers.” 

Bonzo, S.M. and Liker, J.K. “Organic versus mechanistic approaches to system-wide improvement: Improving patient safety through process clarity and problem solving."


  • Bonzo, S. (2017). Reducing ED to ICU Transfer Time: The Role of Leadership and Kata, presented at the Society of Health Systems Annual Conference, Orlando, FL.

  • Bonzo, S. (2016). Modeling Sociotechnical Systems: Capturing and Evaluating Information Flow, presented at the Society of Health Systems Annual Conference, Houston, TX.

  • Bonzo, S. (2015). Use of Multiple-Domain Matrices for Socio-Technical System Modeling in the Operating Room, presented at the Institute of Industrial Engineers Research Conference, Nashville, TN.  

  • McLain, D and Bonzo, S. (2014). Modeling Perioperative Services as Sociotechnical Systems: Complexity and Surgical Delays, presented in the CESUN Inteternational Engineering Systems Symposium, Hoboken, NJ.

  • Bonzo, S. (2013). Electronic Medical Records: Post-Implementation Process Improvement, presented in the IIE Lean and Six Sigma Annual Conference, Atlanta, GA.

  • Bonzo, S. (2010). Managing the Non-Linear Value Stream, presented in the Institute of Industrial Engineers Annual Conference, Cancun MX.

  • Bonzo, S. (2010). Developing a Culture of Continuous Improvement: Growing Leaders at Rochester General Health System presented in the WCBF Lean Six Sigma in Healthcare Summit, New Orleans, LA.

Awards and honors

Open SUNY Ambassador 2015

National Science Foundation (NSF) Fellow (2007-2010)