Publications

June 2009 (Revised April 2011)
Case

Cincinnati Children's Hospital Medical Center

By: Anita L. Tucker and Amy C. Edmondson

The 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... View Details

Keywords: Change Management; Experience and Expertise; Leading Change; Measurement and Metrics; Service Delivery; Performance Improvement; Health Industry; Ohio

24 Feb 2022
News

Want to Prevent the Next Hospital Bed Crisis? Enlist the SEC

April 2012 (Revised February 2013)
Case

Learning About Reducing Hospital Mortality at Kaiser Permanente

By: Anita Tucker

In 2011, Kaiser Permanente Northern California (KPNC) region's efforts to reduce mortality in their 21 hospitals is showing promise. They developed and launched a region-wide initiative to improve the treatment of sepsis, a serious and often deadly medical condition.... View Details

Keywords: Change Management; Health Care and Treatment; Performance Improvement; Health Industry; California

June 2008 (Revised October 2010)
Case

Patient Flow at Brigham and Women's Hospital (A)

By: Anita L. Tucker and Jillian Alexandra Berry

Brigham 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... View Details

Keywords: Change Management; Health Care and Treatment; Service Operations; Business Processes; Performance Productivity; Conflict and Resolution; Health Industry; Massachusetts

July 2002 (Revised August 2002)
Case

Washington Hospital Center (C): Progress and Prospects, 1995-2001

By: Rosabeth M. Kanter and Michelle Heskett

Dr. Craig Feied and Dr. Mark Smith have already transformed a "worst-in-area" emergency medicine department into the best in the area. Industry-wide and hospital system-specific challenges remain, including their newest project of national importance--creating an... View Details

Keywords: History; Higher Education; Organizational Culture; Medical Specialties; Technological Innovation; Change Management; Nonprofit Organizations; Expansion; Crisis Management; Health Care and Treatment; Health Industry; District of Columbia

January 2010 (Revised August 2012)
Supplement

Hospital for Special Surgery (B): Continuing Challenges of Growth

By: Regina E. Herzlinger and Laura Low Ah Kee

After its successful new U.K. venture, the Hospital for Special Surgery wants to do more of the same, without decimating its core New York City facility. The case provides considerable details about the different options it is exploring. View Details

Keywords: Growth Management; Health Industry; United Kingdom

June 2010
Teaching Note

Cincinnati Children's Hospital Medical Center (TN)

By: Anita L. Tucker

Teaching Note for 609109. View Details

Keywords: Quality; Performance Improvement; Management Practices and Processes; Strategy; Business Units; Science; Health Industry

January 1991
Supplement

Prepare/21 at Beth Israel Hospital (B)

Describes the president's long-term goals for improving employee awareness and understanding of the plan. View Details

Keywords: Goals and Objectives; Health Care and Treatment; Employees; Health Industry

Find at Harvard

17 Jun 2019
Research & Ideas

What Hospitals Must Learn to Compete

happening in terms of management practices in their hospital. What I see in my studies mapping the adoption of basic management practices across hospitals is a wide dispersion:... View Details

Keywords: by Alumni Bulletin Staff; Health

May 13 2014
Testimonial

Leadership in Action: Boston Children's Hospital

November 2012
Article

Does Management Really Work?

By: Nicholas Bloom, Raffaella Sadun and John Van Reenen

HBR's 90th anniversary is a sensible time to revisit a basic question: Are organizations more likely to succeed if they adopt good management practices? The answer may seem obvious to most HBR readers, but these three economists cast their net much wider than that. In... View Details

Keywords: Best Practices; Consulting Firms; Corporations; Cost Control; Employee Training; Executive Ability (Management); Executives—training Of; Hospitals—administration; Industrial Management—research; Productivity Incentives; School Management Teams; Work Environment; Management; Research

Find at Harvard

Register to Read

01 Oct 2013
Working Paper Summaries

Organizational Factors that Contribute to Operational Failures in Hospitals

Keywords: by Anita L. Tucker, W. Scott Heisler & Laura D. Janisse; Health

July 2012 (Revised January 2014)
Case

HGRM: Bringing Back High Touch Hospitality

By: Lynda M. Applegate and Gabriele Piccoli

The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star urban hotels located in Lugano, Switzerland, and the other in Milan, Italy. Having developed an extensive customer service and operations information system,... View Details

Keywords: Entrepreneurship; Customer Relationship Management

June 2015 (Revised January 2017)
Case

Accor: Strengthening the Brand with Digital Marketing

By: Jill Avery, Chekitan S. Dev and Peter O'Connor

Accor, the world's leading hotel operator with a portfolio of fourteen hospitality brands (including Sofitel and Novotel) in 92 countries, prided itself on living up to its motto, "To open new frontiers in hospitality." Accor was indeed contemplating how to do just... View Details

Keywords: Digital; Hospitality; Branding; Brand Management; Marketing; Brands and Branding; Marketing Channels; Marketing Communications; Marketing Strategy; E-commerce; Accommodations Industry; Travel Industry; Tourism Industry; Europe; France

October 2023
Case

Leading Transformation at IHCL

By: Krishna G. Palepu, V.G. Narayanan and Malini Sen

In November 2017, Puneet Chhatwal, took charge as MD and CEO of IHCL, popularly referred to as the Taj Hotels. Despite being India’s largest hospitality company by market capitalization and respected for its values and service, IHCL had made losses for the last seven... View Details

Keywords: Turn Around Management; Hospitality Industry; Brand Management; Financial Strategy; Business Model; Restructuring; Asset Management; Leadership Style; Crisis Management; Brands and Branding; Product Positioning; Segmentation; Asia; India

04 Dec 2024
Podcast

Hospitality at work: Bridging opportunity and innovation

How do you foster inclusion, economic mobility, and a sense of purpose across a global organization with both franchise and direct employees? Laura Fuentes, Hilton CHRO, on supporting frontline workers and promoting from within in a traditionally high-turnover... View Details

Research Summary

Cost Management Systems

By: Robert S. Kaplan

Robert S. Kaplan continues to explore the design and use of activity-based cost management systems for manufacturing and service companies. His most recent work, done collaboratively with Professor Michael E. Porter, applies time-driven activity-based costing (TDABC)... View Details

Article

Are Cost Advantages from a Modern Indian Hospital Transferable to the United States?

By: R. S. Kaplan, F. Erhun, V.G. Narayanan, B. Mistry and K. Brayton, et al

We use time-driven activity-based costing to estimate the cost of personnel and space for an elective coronary artery bypass graft (CABG) surgery at two U.S. hospitals, Intermountain and Baylor Heart, and Narayana Health (NH), in India. All three hospitals use modern... View Details

Keywords: Time-Driven Activity-Based Costing; Health Care and Treatment; Cost; Organizational Structure; Performance Efficiency; India; United States