Concordia College Case Study

I’m working on a management multi-part question and need an explanation and answer to help me learn.

Suggested Questions for the Shouldice Hospital Case
1. How successful is the Shouldice Hospital? How has Shouldice designed its service process to support
the value proposition it offers to customers? In particular, what process design choices contribute to
high efficiency and productivity? How would you describe the culture of the organization?

2. What is the resource (or resources) that is limiting the rate at which Shouldice can serve customers?
For each resource, calculate its capacity in terms of how many patients could be processed per
week, if all that were required to process a patient was that resource. Then use this analysis to come
to an answer to this question.

3. What are the advantages and disadvantages of each of the options proposed for increasing
capacity? As Dr. Shouldice, what action, if any, would you take to expand the hospital’s capacity?
Who is likely to resist your proposed change? How would you implement changes you propose?