Supplement | HBS Case Collection | August 1995 (Revised July 2014)

Health Stop (B): The Medical Offices

by Regina E. Herzlinger


Describes the long waiting time experienced by customers in Health Stops and asks students to specify the changes in its business model which could help solve the problem.

Keywords: For-Profit Firms; Customer Focus and Relationships; Customer Satisfaction; Health Care and Treatment; Service Delivery; Health Industry; Retail Industry;


Herzlinger, Regina E. "Health Stop (B): The Medical Offices." Harvard Business School Supplement 196-051, August 1995. (Revised July 2014.)