202102_MGT_128_01_SERVICE OPERATIONS MANAGEMENT
Case: Shouldice Hospital Limited (Abridged) 9-805-002
The length of the write-up should be 3-4 pages and no more than five pages (12-point font, 1-inch margins on all sides, 1.5 line-spaced) in length. You should start with an overview of the case and provide clear answers to the case discussion questions in its order and make logical recommendations for the company based on facts and data presented in the case. You need to demonstrate understanding of the key issues in the case. The analysis and recommendations must be supported by case facts; assumptions must be reasonable and clearly stated.
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A hospital located in a Canadian suburb of Toronto provides the limited service of repairing inguinal hernias using a unique surgical technique developed by Dr. Earle Shouldice. The surgery accompanied by an active recovery regimen at the resort like facility has proved very successful. Dr. Shouldice is considering several alternatives for expansion, including the initiation of Saturday surgery, adding another floor to the facility, and opening a hospital at a different site.
Assignment Questions:
1. How do the eight elements of Shouldices service design (both structural and managerial) account for the success of the hospital? (Hint: Refer to Chapter 3: Service Design Elements)
2. How do the Shouldice Hospital facility design, layout, and servicescape support the service concept?
3. What expansion alternative would you recommend (i.e., Saturday operations or increase beds by 50%) and what would be the implications for weekly capacity? (Hint: prepare a table that displays the usage of beds on each day (Sunday-Monday) based on patients’ check-in day and derive the bed utilization, ie, the # of bed used/the # of bed available. Use the attached word document for deriving the table.)
4. Could Shouldice be a model for other service firms? What would be the characteristics of candidate services?
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