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  • Article

Strong Leadership and Teamwork Drive Culture and Performance Change: Ohio State University Medical Center 2000–2006

By: Leonard A. Schlesinger, Fred Sanfilippo, Neeli Bendapudi and Anthony Rucci

Several characteristics of academic health centers have the potential to create high levels of internal conflict and misalignment that can pose significant leadership challenges.

In September 2000, the positions of Ohio State University (OSU) senior vice... View Details

Keywords: Employee Relationship Management; Customer Value and Value Chain; Organizational Structure; Performance Improvement; Customer Satisfaction; Organizational Change and Adaptation; Leading Change; Service Delivery; Satisfaction; Health Care and Treatment; Health Industry; Ohio
Related
  • 06 Oct 2015
  • First Look

October 6, 2015

participants towards choosing payoffs for themselves more often, consistent with excuse-driven responses to risk. Additional results support the existence of excuse-driven types. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=49637 forthcoming... View Details
Keywords: Sean Silverthorne
  • 22 Sep 2014
  • Op-Ed

Online Banks Fill Funding Needs for Small Business

delivery of capital. For example, all of the biggest players emerging in the alternative lending space offer online and mobile applications, many of which can be completed in under 30 minutes. These are not just inquiries; these are... View Details
Keywords: by Karen Mills; Banking; Financial Services
  • 23 Jul 2014
  • Lessons from the Classroom

Innovation Is Magic. Really

far enough. They stopped asking the next round of innovation questions, leaving Apple to reap the benefits from recognizing that the crucial thing wasn't just the device itself, but the magical way in which the entire music industry could be transformed with the... View Details
Keywords: by Dina Gerdeman; Consumer Products
  • 13 Dec 2022
  • News

The First Five Years: Christine Keung and Reggie Smith

never watch a baseball game the same way! My favorite cases were in Professor Ryan Buell's Managing Service Operations class, and informed my work improving government service delivery during the pandemic." Reggie: "My favorite class was... View Details
  • January 2015 (Revised July 2019)
  • Case

CVS Health: Promoting Drug Adherence

By: Leslie John, John Quelch and Robert Huckman
Email mking@hbs.edu for a courtesy copy.

The case describes a program that CVS Health recently implemented to improve medication adherence, an important problem from a societal, public policy, and firm... View Details
Keywords: Medication Adherence; Affordable Care Act (ACA); Marketing Strategy; Communication Strategy; Customer Value and Value Chain; Decisions; Health Care and Treatment; Goals and Objectives; Resource Allocation; Marketing Communications; Consumer Behavior; Measurement and Metrics; Service Delivery; Behavior; Motivation and Incentives; Social Issues; Information Technology; Value Creation; Health Industry; Pharmaceutical Industry; Insurance Industry; Public Relations Industry; Retail Industry; United States
Related
  • 15 Dec 2015
  • First Look

December 15, 2015

payments—single payments that cover all the care for a patient’s medical condition or treatment over a specified timeframe—are increasingly being deployed to motivate the delivery of better patient outcomes at lower costs. Hoag Orthopedic... View Details
Keywords: Carmen Nobel
  • 17 Apr 2012
  • First Look

First Look: April 17

interviews of over 80 individuals from 6 service delivery units and 8 support departments that provide them with equipment and supplies, we find that a lack of interconnectedness among interdependent departments-rather than errors or... View Details
Keywords: Carmen Nobel
  • 22 Jan 2013
  • First Look

First Look: Jan. 22

public research organizations, such as universities and hospitals, and private firms are an established policy tool around the world for the delivery of social or public services, and their use as a tool to foster the translation of basic... View Details
Keywords: Sean Silverthorne
  • 06 Dec 2011
  • First Look

First Look: Dec. 6

identity work, we reveal the gender dynamics involved in becoming a leader, offer a theoretical rationale for teaching leadership in women-only groups, and suggest design and delivery principles to increase the likelihood that women's... View Details
Keywords: Sean Silverthorne
  • 15 Aug 2005
  • HBS Case

Classic Cases Live On at HBS

a short magazine article about Shouldice in 1982, and it nicely illustrated excellence in the delivery of a service," explains the case's author, HBS professor James Heskett. "I knew we had a good story, and when I learned that... View Details
Keywords: by Garry Emmons
  • 01 Mar 2005
  • News

Answering the Call

magazine article about Shouldice in 1982, and it nicely illustrated excellence in the delivery of a service,” explains the case’s author, Professor James Heskett. “I knew we had a good story, and when I learned that Shouldice management... View Details
Keywords: Garry Emmons; Colleges, Universities, and Professional Schools; Educational Services
  • Profile

Jason Flood

up-close experience of the United States’ health care system. “There were mind-boggling inefficiencies both in terms of delivery and coordination,” Jason says. “We had multiple doctors who failed to communicate to each other and ordered... View Details
Keywords: Healthcare/Biotech; Tech
  • 01 Sep 2014
  • News

Making a Statement

Getting Behind Health Care Andrew M. Paul (MBA 1983) sees a powerful connection between the business side of health care and the benefits of better service delivery to patients. “By investing in companies committed to innovation, you can... View Details
  • 08 Dec 2008
  • Research & Ideas

Thinking Twice About Supply-Chain Layoffs

It's the most wonderful time of the year—or that's how the song goes. But this year's decline in retail sales has resulted in definitely uncheery employee layoffs and payroll cuts, a trend that is likely to continue. While the vicious cycle of declining sales and... View Details
Keywords: by Julia Hanna; Retail
  • 08 Jun 2010
  • First Look

First Look: June 8

County Hospital: Gastroenterology Care in Sweden Michael E. Porter, Jennifer F. Baron, and Martin RejlerHarvard Business School Case 710-469 Sweden's Highland District County Hospital, similar to a community hospital in the U.S., undertook a major restructuring to... View Details
Keywords: Martha Lagace
  • 22 Jul 2014
  • First Look

First Look: July 22

August 2013 hfm (Healthcare Financial Management) Using TDABC to Deliver Better Patient Outcomes at Lower Cost By: Kaplan, Robert S. Abstract—No abstract available. Publisher's link: http://www.hfma.org/TDABC August 2013 Accounting Horizons Better Accounting Transforms... View Details
Keywords: Sean Silverthorne
  • 19 Feb 2013
  • First Look

First Look: Feb. 19

care delivery at GWH. Rather than treating high-risk pregnancies as a homogeneous group, Dr. Narayan pioneered the development of eleven condition-based, high-risk clinics led by dedicated multidisciplinary teams of physicians, midwives,... View Details
Keywords: Sean Silverthorne
  • 26 Apr 2011
  • First Look

First Look: April 26

Central Asia to Europe for the first time, which would diversify supply sources. At the same time, an Italian-Russian consortium announced South Stream natural gas pipeline, which would diversify transport routes for the delivery of... View Details
Keywords: Sean Silverthorne
  • 06 May 2021
  • Blog Post

The Extraordinary Things We Do on Ordinary Days: A Mother’s Day Tribute

words were so intentional and his delivery so deliberate, it was as if he wanted the message to last a lifetime. It was the greatest compliment I’ve ever received, and now is something I hear playing through my head daily. Why did this... View Details