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- August 2012 (Revised February 2021)
- Case
Hub and Spoke, HealthCare Global and Additional Focused Factory Models for Cancer Care
By: Regina E. Herzlinger, Amit Ghorawat, Meera Krishnan and Naiyya Saggi
This case compares and contrasts four different models for delivering cancer care in India and the US. Students are asked to select the best model in its alignment with the Six Forces in those two countries and Africa, to which one of the models is considering...
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- October 2010
- Case
The Cleveland Clinic: Improving the Patient Experience (Abridged)
By: Ananth Raman, Anita L. Tucker and Rachel Gordon
Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered question of "How does the patient feel?" This case looks at the...
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- September 2010 (Revised December 2012)
- Case
Assembling Smartphones: Takt Time ≠ Cycle Time?
By: Willy Shih and Ethan Bernstein
The case was prepared to be used as part of a process review in the first year Technology and Operations Management course at HBS. It offers students an opportunity to discuss the context of a manufacturing process choice, and then examine actual production numbers...
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- March 2006
- Background Note
Customer-Introduced Variability in Service Operations
By: Frances X. Frei
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or...
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- June 2001
- Case
GE's Early Dispute Resolution Initiative (A)
By: Michael A. Wheeler and Gillian Morris
GE's chief litigation counsel sought to rationalize litigation flow by viewing it as a manufacturing process. By applying the principles of Six Sigma, P.D. Villareal created an Early Dispute Resolution (EDR) system that enabled both lawyers and managers to work...
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- October 2000
- Case
GE's Two-Decade Transformation: Jack Welch's Leadership Multimedia Case
By: Christopher A. Bartlett and Meg Wozny
General Electric is faced with Welch's impending retirement, and the question on many minds is whether anyone can sustain the blistering pace of change and growth characteristic of the Welch era. After briefly describing GE's heritage and Welch's transformation of the...
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- April 1999 (Revised May 2005)
- Case
GE's Two-Decade Transformation: Jack Welch's Leadership
By: Christopher A. Bartlett and Meg Wozny
GE is faced with Jack Welch's impending retirement and whether anyone can sustain the blistering pace of change and growth characteristic of the Welch era. After briefly describing GE's heritage and Welch's transformation of the company's business portfolio of the...
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- January 1999 (Revised February 2000)
- Case
GE...We bring good things to life. (A)
By: James L. Heskett
Jack Welch and the Corporate Executive Council of General Electric are faced with a decision about whether and how to implement a six-sigma quality-improvement effort in the context of many other initiatives already undertaken at GE in recent years.
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