The Zoo at North River Veterinary: The Second Generation

Author: Sarah Holtzen, Missouri Southern State University; Colette Dumas, Suffolk University; Olugbenga Adeyinka, Penn State University Brandywine; Heidi Bertels, CUNY College of Staten Island; Kristin Burton, Purdue Northwest University; Arlisa Campbell, Missouri Southern State University; Kenneth Chukwuba, Southwest Minnesota State University; Mike Grandinetti, Harvard University & Brown University; Curtis Gregory, Temple University; Rick Moran, University of Wisconsin-Superior; Kim Sherman, Westfield State University; Huy Tran, Albright College
Publisher: International Journal of Instructional Cases


IJIC, Volume 6 (2022)

Following in her father’s footsteps, Dr. Pat was the owner and head veterinarian at North River Veterinary Hospital. Recently, the hospital had begun to look more like a zoo. Surgeries were being overbooked, patients with appointments were left waiting, and confusion seemed to be around every corner. Though Dr. Pat had commissioned the building of a new hospital in 1993, she wondered if she had given enough thought to the organization’s operational structure. How could she better organize her staff and work processes to address the confusion?

Organizational structure, decision-making, management.

Target Audience & Usage
Undergraduate management courses in which this case could be used include Principles of Management, Organizational Behavior, and Entrepreneurship. The case should be introduced after organizational structure has been presented in the course.

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