IJIC, Volume 3 (2019)

Synopsis

GHMC was struggling with challenges which included increased costs, decreased resources, and a very competitive market. Mr. Bob Dawson, an accomplished Executive Vice President of Revenue took on the challenge of changing processes and procedures at GHMC.  Through the case, the student is presented with a series of significant, competing challenges.  The instructor should encourage students to formulate action plans that enable the organization to be a viable entity in a highly competitive market.

Keywords

Project Planning, Work Flow Design, Business Operations, Service Operations Management, Change Management

Target Audience and Usage

This case was written for use by students in an operations class.  Prerequisites should include a management class with a change management component to it.  It may be used in the upper-level undergraduate or graduate classroom in connection with issues of quality, capacity planning, capacity utilization, workflow, service facilities, process mapping, process design and the relationship between demand and capacity.  The textbooks used in this class include Heizer and Render (2012), Operations Management, 10^th Edition and Goldratt, Eliyahu (2014), The Goal, A Process of Ongoing Improvement, 4^th Edition. The case is best introduced toward the end of the semester after students have been exposed to concepts associated with quality.

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