Search results
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Improving the Patient Experience (Spanish version)
Raman, Ananth; Tucker, AnitaCase HBS-615S02Service and Operations ManagementHealthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.Starting at €8.20
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Catching the Wave (Spanish version)
Bower, Joseph L.; Christensen, Clayton M.Article HBS-95103Service and Operations Managementthey stay close to their customers. To remain at the top of their industries, managers must first be able to spot disruptive technologies. To pursue these technologies, managers must protect them from the processes and incentives that are geared to serving mainstream customers. And the only way to do that is to create organizations that are completely independent of the mainstream business.Starting at €8.20
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Fastjet: Strategy and Expansion
Nicole R.D. Haggerty; James Spillane; Jocelyn Carabott; Cheryl Mok; Nicole WiebeCase IVEY-9B18D018-EEntrepreneurship, Service and Operations Management, StrategyIn 2012, Fastjet acquired Fly540, a low-cost airline with operations in Tanzania, Kenya, Angola, and Ghana, and began operating as a low-cost carrier with the goal to become the most successful pan-African low-cost airline. Since starting operations, FastStarting at €8.20
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Fastjet: Strategy and Expansion - Teaching Note
Nicole R.D. Haggerty; James Spillane; Jocelyn Carabott; Cheryl Mok; Nicole WiebeTeaching Note IVEY-8B18D018-EService and Operations ManagementTeaching note for product 9B18D018.Starting at €0.00
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Cincinnati Children's Hospital Medical Center, Teaching Note
Tucker, AnitaTeaching Note HBS-610106-EService and Operations ManagementTeaching Note for 609109.Starting at €0.00
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Cleveland Clinic: Improving the Patient Experience
Raman, Ananth; Tucker, AnitaCase HBS-612031-EService and Operations ManagementHealthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.Starting at €8.20
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Patient Flow at Brigham and Women's Hospital (A)
Tucker, Anita; Berry, Jillian A.Case HBS-608171-EService and Operations ManagementBrigham and Women's Hospital challenged a team of physicians to improve patient flow from the Emergency Department to Intensive Care Units (ICUs). One of the team members, Selwyn Rogers, Director of the Surgical Intensive Care Unit (SICU) at Brigham and Women's Hospital, encountered workarounds by two physicians attempting to transfer their patients to the SICU because the other ICUs were full. Reflecting on the wasted effort and confusion caused...Starting at €8.20
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Cummins, Inc.: Building a Home Community for a Global Company
Bower, Joseph L.; Norris, MichaelCase HBS-313024-EService and Operations ManagementIn 2010, Tom Linebarger, president and COO of Cummins, Inc., the Columbus, Indiana-based manufacturer of diesel engines, has to decide where to locate the company's new manufacturing line for high horsepower engines. He has three choices to decide from: Seymour, Indiana; Daventry, England; and Pune, India. The Community Education Coalition (CEC) in Columbus has had success in improving the city's schools to make the area more competitive in attra...Starting at €8.20
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Cincinnati Children's Hospital Medical Center
Edmondson, Amy C.; Tucker, AnitaCase HBS-609109-EService and Operations ManagementThe case describes an organization's use of the science of improvement to transform their process quality from below average to the top 10% in their industry. The case outlines the protagonist's strategy of developing internal experts who are trained in a common methodology for making improvement and spreading these ideas in their work units. This case is accompanied by a Video Short that can be shown in class or included in a digital coursepack...Starting at €8.20
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Dignity Health: Prevention of Retained Sponges
Tucker, Anita; Kim, Lydia YpsseCase HBS-613092-EService and Operations ManagementStarting at €8.20