Supplement | HBS Case Collection | August 1995 (Revised July 2013)

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 that would shorten them. A rewritten version of an earlier case.

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 2013.)