An article about the research of Ioannis Fragkos, Professor in the Department of Technology and Operations Management, within the RSM. The article adresses the problem within the focus of many govenrments: healthcare service. While a lot of attention has been devoted to developing new technologies and medicines for diagnosis and treatment, the management of healthcare services has often been neglected. We believe that better management can increase productivity in healthcare service, which can result in improved patient care quality, reduced cost and waiting time for the patients.