Case | HBS Case Collection | November 1995 (Revised March 2004)

Massachusetts General Hospital: CABG Surgery (A)

by Steven C. Wheelwright and James Weber


A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided.

Keywords: Health Care and Treatment; Medical Specialties; Business Processes; Mission and Purpose; Product Positioning; Product Marketing; Management Practices and Processes; Customer Satisfaction; Service Delivery; Service Operations; Fair Value Accounting; Ethics; Pharmaceutical Industry; Health Industry; Massachusetts;


Wheelwright, Steven C., and James Weber. "Massachusetts General Hospital: CABG Surgery (A)." Harvard Business School Case 696-015, November 1995. (Revised March 2004.)