Health-care reform is more than a political football. For twenty years it's been a ground-level topic of increasing importance for the administrators, physicians, nurses, and frontline employees who interact with patients every day."Cincinnati Children's Hospital Medical Center" (CCHMC) details how one institution has implemented its own version of health-care reform, taking overall performance levels from well below average to the top 10 percent in the industry. Coauthored by HBS assistant professor Anita Tucker and professor Amy Edmondson and taught in the first-year required Technology and Operations Management course (TOM), the case offers valuable takeaways for future managers of any complex service organization.

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