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The Cleveland Clinic: Improving the Patient Experience (Abridged)
Raman, Ananth; Tucker, Anita; Gordon, RachelCase HBS-611015-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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Cook Composites and Polymers Co.
Lee, Deishin; Toffel, Michael W.; Gordon, RachelCase HBS-608055-EService and Operations ManagementThis case describes how a company improves resource efficiency and process quality in its manufacturing process by developing a waste by-product into a new product. The case describes how CCP cleans production equipment between batches using styrene, which becomes a costly hazardous waste. Having worked on minimizing waste for the past 20 years, CCP believed it could not reduce the use of styrene without risking product quality. Instead, CCP was ...Starting at €8.20