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Case Studies by James Teboul

35 case studies

by Publication Date
published: 14 Jan 2010

  • Topic: Operations
  • Industry: Hospital
  • Region: Europe

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Abstract:
The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.

Pedagogical Objectives:
The case illustrates how efficiency can be improved by simple process changes, highlights the importance of leadership and of involving professionals (doctors, nurses). It also provides an example of how industrial concepts could be brought to hospitals and to the services industry in general. Two key issues raised by the case are: Prioritisation in a complex multi-client environment The relative value of quality when perception of quality differs from one group of 'clients' to another.

Keywords:
Organisational Change, Process Re-Engineering, Process Change, Quality Management/improvement, Customer-Oriented Services, Time-Based Management/competition, Healthcare Services, Hospital Management

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published: 14 Jan 2010

  • Topic: Operations
  • Industry: Hospital
  • Region: Europe

Show details ...

Abstract:
The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.

Pedagogical Objectives:
The case illustrates how efficiency can be improved by simple process changes, highlights the importance of leadership and of involving professionals (doctors, nurses). It also provides an example of how industrial concepts could be brought to hospitals and to the services industry in general. Two key issues raised by the case are: Prioritisation in a complex multi-client environment The relative value of quality when perception of quality differs from one group of 'clients' to another.

Keywords:
Organisational Change, Process Re-Engineering, Process Change, Quality Management/improvement, Customer-Oriented Services, Time-Based Management/competition, Healthcare Services, Hospital Management

Related:

published: 28 Sep 2007

  • Topic: Operations
  • Industry: Hospital
  • Region: Europe

Show details ...

Abstract:
The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.

Pedagogical Objectives:
The case illustrates how efficiency can be improved by simple process changes, highlights the importance of leadership and of involving professionals (doctors, nurses). It also provides an example of how industrial concepts could be brought to hospitals and to the services industry in general. Two key issues raised by the case are: Prioritisation in a complex multi-client environment The relative value of quality when perception of quality differs from one group of 'clients' to another.

Keywords:
Organisational Change, Process Re-Engineering, Process Change, Quality Management/improvement, Customer-Oriented Services, Time-Based Management/competition, Healthcare Services, Hospital Management, Hmi, Healthcare Delivery and Management, Hmi, Business Science

Related:

published: 30 Oct 2004

  • Topic: Operations
  • Industry: Electronic PC Computing Business
  • Region: Europe

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Abstract:
Please refer to part A for the abstract

Keywords:
Supply Chain Management, Invention Management, Contract Management, Computing Business, Hewlett Packard, Desktop, Pc Business, Resellers, Distributors, Value Added Resellers

Related:

published: 01 Jan 2004

  • Topic: Operations
  • Industry: Medical Diagnostic Systems
  • Region: Europe

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Abstract:
Case (A) describes Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents. Case (A) sets the scene in 1991. It describes the launch of a service quality process to improve service from headquarters to subsidiary companies and eventually from subsidiaries to end customer. The actions taken included a launch event and the publication of service standards in a booklet for all head-office staff, which expressed what the subsidiary expected in terms of service. Error chasing groups were formed but did not produce actionable results. But this change process generated few concrete results.

Pedagogical Objectives:
Quality and service continuous improvement process How to put into place internal and external measurements Role of line management in assuring action in service quality Getting buy-in and internal marketing Tying actions to reward and appraisal systems Benchmarking The leaking bucket model (keeping customers loyal and/or getting new customers in) Key success factors in a major change of orientation

Keywords:
Roche Diagnostic System, Change Management, Customer Delight, In Vitro Diagnostic Systems, Customer Loyalty, Electronic Instrumentation, Leaking Bucket Model

Related:

published: 15 Mar 2002

  • Topic: Operations
  • Industry: Electronic PC Computing Business
  • Region: Europe

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Abstract:
The cases (A) & (B) describe the evolution of HP supply chain for its PC business in Europe between years 1992 and 1999 and the different initiatives: build-to-order, vendor-managed inventory, supply hubs, top value, channel assembly program, etc. What should be the next step in this highly competitive environment? Case (C) deals with HP strategy of outsourcing production to SCI, a contract manufacturer.

Pedagogical Objectives:
The objective of these cases is to analyze the different strategies available to manage a supply chain in a very competitive and dynamic environment.

Keywords:
Supply Chain Management, Invention Management, Contract Management, Computing Business, Hewlett Packard, Desktop, Pc Business, Resellers, Distributors, Value Added Resellers.

Related:

published: 15 Mar 2002

  • Topic: Operations
  • Industry: Electronic PC Computing Business
  • Region: Europe

Show details ...

Abstract:
Please refer to part A for the abstract

Keywords:
Supply Chain Management, Invention Management, Contract Management, Computing Business, Hewlett Packard, Desktop, Pc Business, Resellers, Distributors, Value Added Resellers

Related:

published: 15 Mar 2002

  • Topic: Operations
  • Industry: Electronic PC Computing Business
  • Region: Europe

Show details ...

Abstract:
Case (C) deals with HP strategy of outsourcing production to SCI, a contract manufacturer.

Pedagogical Objectives:
The objective of this case series is to analyse the different strategies available to manage a supply chain in a very competitive and dynamic environment.

Keywords:
Supply Chain Management, Invention Management, Contract Management, Computing Business, Hewlett Packard, Desktop, Pc Business, Resellers, Distributors, Value Added Resellers

Related:

published: 01 Jan 1999

  • Topic: Operations
  • Industry: Car dealership
  • Region: Europe

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Abstract:
Case A describes how Antoine Vitry, a Ford dealer who is highly successful in a small market, is offered the opportunity to buy a floundering business whose territory is bordering his own: the Garnier dealership, which serves the 16,000-new-car-a-year BigCity market. The catch is that Vitry must make up his mind very quickly ( within a few days without any time to carry out a detailed analysis. Despite the appalling state of the Garnier dealership, Vitry is under pressure to buy it from Ford, whose strategy is to regroup several dealerships under joint management and ownership in order to allow significant economies of scale.

Pedagogical Objectives:
The Garnier case illustrates the following concepts: The specificity of a service industry, with the distinction between back office and front office The specificity of car distribution, its evolution: consolidation of dealer networks to achieve economies of scale, e-commerce, car superstores, consolidators Turning round a failing business and preparing a business plan The valuation of an acquisition How to develop a process of continuous improvement (lean management methods and lean thinking in the back office, improvement of value perceived by customers in the front office)

Related:

published: 01 Jan 1999

  • Topic: Operations
  • Industry: Car dealership
  • Region: Europe

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Abstract:
Please refer to part A for the abstract.

Related:

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