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How One Hospital Improved Patient Handoffs for the Long Term
Organizational culture Digital ArticleA six-step process helped them engage staff and sustain change. -
Six Sigma Pricing
Technology & Operations Magazine ArticleMany companies are now good at managing costs and wringing out manufacturing efficiencies. The TQM movement and the disciplines of Six Sigma have seen... -
The Culture to Cultivate
Organizational Development Magazine ArticleThe CEO of Kaiser Permanente writes that instilling a foundational culture of continuous improvement is the only way to unify an organization as large... -
Will Disruptive Innovations Cure Health Care?
Strategy & Execution Magazine ArticleIt's no secret that health care delivery is convoluted, expensive, and often deeply dissatisfying to consumers. But what is less obvious is that a way... -
Reign of Zero Tolerance (HBR Case Study and Commentary)
Organizational Development Magazine ArticleSimon Pemberton, a materials chemist at Applied Devices, is escorted by security guards to the company parking lot, where an HR manager tells him he's... -
Power of Internal Guarantees
Technology & Operations Magazine ArticleAn internal guarantee is a commitment by one part of an organization to another to deliver its product or service to the complete satisfaction of the... -
Lessons from the U.S. Navy on Building a Culture of Learning
Organizational Development Digital ArticleIn 2018, the secretary of defense directed the Navy to increase the number of available F/A-18s from 260 to 341 jets within one year. Here's how they... -
Selection Bias and the Perils of Benchmarking
Strategy & Execution Magazine ArticleTo find the secrets of business success, what could be more natural than studying successful businesses? In fact, nothing could be more dangerous, warns... -
The Employer-Led Health Care Revolution
Public-private partnerships Magazine ArticleMedical outcomes in Portland are improving dramatically—and Intel spearheaded the transformation. -
Health Care Needs Real Competition
Organizational Development Magazine ArticleThe U.S. health care system is inefficient, unreliable, and crushingly expensive. There is no shortage of proposed solutions, but central to the best... -
Lean Knowledge Work
Operations and supply chain management Magazine ArticleThe “Toyota” principles can also be effective in operations involving judgment and expertise -
Creating a Culture of Quality
Organizational culture Magazine ArticleFinancial incentives don’t reduce errors. Employees must be passionate about eliminating mistakes. -
Manage Your Human Sigma
Organizational Development Magazine ArticleIf sales and service organizations are to improve, they must learn to measure and manage the quality of the employee-customer encounter. Quality improvement... -
Coming Commoditization of Processes
Technology & Operations Magazine ArticleDespite the much-ballyhooed increase in outsourcing, most companies are in do-it-yourself mode for the bulk of their processes, in large part because... -
How U.S. Health Care Got Safer by Focusing on the Patient Experience
Sales & Marketing Digital ArticleAlmost 20 years ago, two reports changed the game. -
Teaching Smart People How to Learn
Leadership & Managing People Magazine ArticleCompetitive success depends on learning, but most people, including professionals in leadership positions, are not very good at it. Learning is a function... -
Learning to Lead at Toyota
Organizational Development Magazine ArticleMany companies have tried to copy Toyota's famous production system--but without success. Part of the reason why, says the author, is that imitators fail... -
Inside the Mind of the Chinese Consumer
Strategy & Execution Magazine ArticleFor the past three decades, the torrid pace of GDP growth in China has fascinated companies around the world. Western companies, in particular, have viewed... -
Benchmarking Your Staff
Organizational Development Magazine ArticleHere's how you can decide on the right size and composition of your corporate staff. -
Why (and How) to Take a Plant Tour
Technology & Operations Magazine ArticleAlmost everyone who leads, works for, or interacts with a manufacturing company can benefit from seeing a factory firsthand, David Upton and Stephen Macadam...
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Analyzing Low Patient Satisfaction at Herzog Memorial Hospital
Leadership & Managing People Case Study11.95View Details In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the... -
Lean at Wipro Technologies
Technology & Operations Case Study11.95View Details Wipro Technologies, a rapidly growing software services firm based in India, decided to use principles from the Toyota Production System (also known as... -
Texas Eastman Co.
Finance & Accounting Case Study11.95View Details The company as part of a commitment to Total Quality Management has installed a computer system that accumulates 30,000 observations on its processes... -
Impact Makers (A): The Newman's Own of Management Consulting
Finance & Accounting Case Study11.95View Details This case requires students to evaluate alternative dual-share-class corporate structures that allow companies and entrepreneurs to pursue profit with... -
Mastering the Art of Change: Managing Convergence and Upheaval
Leadership & Managing People Case Study8.95View Details Outlines the differences between convergent change, which is a process of incremental innovation and continuous improvement, and divergent change, which... -
Ritz-Carlton: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study11.95View Details Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services... -
John Smithers at Sigtek
Organizational Development Case Study11.95View Details Describes an ill-fated effort to institute a total quality program. Using the vantage point of one of the managers selected to be a quality instructor,... -
Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table
Finance & Accounting Case Study11.95View Details Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2... -
Green ChillyZ: Redefining Market Boundaries
Global Business Case Study11.95View Details In 1999, three brothers opened a small fast food outlet in a small city in Eastern India. The geodemographics of the city changed markedly over the next... -
Eliminating Avoidable Blindness Outreach Activities at Aravind Eye Care System
Technology & Operations Case Study11.95View Details This case relates the genesis and evolution of vision centres (VCs) for primary eye care at Aravind Eye Care System (AECS). AECS, based in the south Indian... -
Toyota Motor Manufacturing, U.S.A., Inc.
Technology & Operations Case Study11.95View Details On May 1, 1992, Doug Friesen, manager of assembly for Toyota's Georgetown, Kentucky, plant, faces a problem with the seats installed in the plant's sole... -
Romeo Engine Plant
Finance & Accounting Case Study11.95View Details A newly reopened automobile engine plant has been organized along total quality and teamwork principles. Employees now is to solve problems and ensure... -
Health-Tech Strategy at KG Hospital Part B: Tech Strategy Design and Implementation
Strategy & Execution Case Study5.00View Details The objective of this case study (in two parts, A and B) is to provide a systematic methodology for capturing metrics crucial for patient experience and... -
Langtry Falls Expansion Plan
Finance & Accounting Case Study11.95View Details It was generally accepted that the weighted average cost of capital (WACC) for a company reflected an appropriate hurdle rate (minimum return or benchmark)... -
Philips: Redefining Telehealth
Leadership & Managing People Case Study11.95View Details As one of the world's largest healthcare companies, Philips sought to reach beyond the walls of the hospital and expand its hospital-to-home program to... -
Megacard Corporation
Leadership & Managing People Case Study11.95View Details This case requires a decision on the possible consolidation of three Midwest business-travel centers. Significant cost savings in service representatives... -
Medication Management at Acme Medical Center
Leadership & Managing People Case Study11.95View Details "This patient might have died from complications related to her TPN (total parenteral nutrition) infusion," said Dr. Isaac Johnson, Chief Medical Officer... -
Operations Management Reading: Managing Quality
40.00View Details The long-term success of an organization depends on the methods used to deliberately shape a firm's approach to maintaining quality standards. While a... -
Eurasia International: Total Quality Management in the Shipping Industry
Technology & Operations Case Study11.95View Details Gives an account of how a ship management company was able to set itself apart from competitors and from its clients' own in-house technical and crew... -
GE: We Bring Good Things to Life (B)
Leadership & Managing People Case Study5.00View Details Supplements the (A) case.
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Assessing Data Quality: A Managerial Call to Action
Technology & Operations Digital ArticleWhile awareness of data quality has increased in recent years, there have been very few studies on the actual level of data quality within organizations.... -
Analyzing Low Patient Satisfaction at Herzog Memorial Hospital
Leadership & Managing People Case Study11.95View Details In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the... -
Lean at Wipro Technologies
Technology & Operations Case Study11.95View Details Wipro Technologies, a rapidly growing software services firm based in India, decided to use principles from the Toyota Production System (also known as... -
Texas Eastman Co.
Finance & Accounting Case Study11.95View Details The company as part of a commitment to Total Quality Management has installed a computer system that accumulates 30,000 observations on its processes... -
Impact Makers (A): The Newman's Own of Management Consulting
Finance & Accounting Case Study11.95View Details This case requires students to evaluate alternative dual-share-class corporate structures that allow companies and entrepreneurs to pursue profit with... -
Faking ISO 9001 in China: An Exploratory Study
Finance & Accounting Digital ArticleOver 1.5 million ISO 9001 certificates are in effect worldwide, 30 years after this quality management standard was launched. As the factory of the world,... -
Creating New Markets Through Service Innovation
Technology & Operations Digital ArticleThis is an MIT Sloan Management Review article. Service businesses now make up about 70% of the aggregate production and employment in the OECD nations,... -
How One Hospital Improved Patient Handoffs for the Long Term
Organizational culture Digital ArticleA six-step process helped them engage staff and sustain change. -
Six Sigma Pricing
Technology & Operations Magazine ArticleMany companies are now good at managing costs and wringing out manufacturing efficiencies. The TQM movement and the disciplines of Six Sigma have seen... -
Mastering the Art of Change: Managing Convergence and Upheaval
Leadership & Managing People Case Study8.95View Details Outlines the differences between convergent change, which is a process of incremental innovation and continuous improvement, and divergent change, which...