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The CEO of UnitedHealthcare on Fixing What Frustrates Customers Most
Customer service Magazine ArticleThe insurer has created a group tasked with understanding individual client problems to develop and scale broader solutions. -
To Scale AI Agents Successfully, Think of Them Like Team Members
Generative AI Digital ArticleJust like your human employees, each AI agent needs a role, a defined scope of authority, approved sources of truth, and clear escalation rules. -
Addressing Gen AI’s Quality-Control Problem
Technology and analytics Magazine ArticleWhat Amazon learned when it automated the creation of product pages. -
The Risks of Botshit
AI and machine learning Digital ArticleDon’t let inaccurate chatbot content harm your business. -
Lessons from the U.S. Navy on Building a Culture of Learning
Organizational transformation Digital ArticleIn 2018, the secretary of defense directed the Navy to increase the number of available F/A-18s from 260 to 341 jets within one year. Here’s how they did it. -
4 Actions to Reduce Medical Errors in U.S. Hospitals
Government policy and regulation Digital ArticleAn estimated 1.2 million patients are harmed each year by preventable mistakes. -
Holding Hospitals Accountable for Patient Safety
Government Digital ArticleThe Biden administration has proposed relaxing regulations around reporting medical errors, which are the third-leading cause of death in the United States. -
A Better Way to Onboard AI
AI and machine learning Magazine ArticleIn a 2018 Workforce Institute survey of 3,000 managers across eight industrialized nations, the majority of respondents described artificial intelligence... -
The CEO of Canada Goose on Creating a Homegrown Luxury Brand
Family businesses Magazine ArticleAfter working at his family's coat manufacturing company for a few years, the author realized that high-end coats made in Canada could become a luxury... -
Creating a Culture of Continuous Improvement
Operations strategy Digital ArticleHow one Wisconsin health system did it. -
Organizational Grit
Organizational culture Magazine ArticleGrit, a combination of passion and perseverance, predicts success in many demanding fields. A perfect example is health care, where the grit of individual... -
How One Hospital Improved Patient Handoffs for the Long Term
Organizational culture Digital ArticleA six-step process helped them engage staff and sustain change. -
U.S. Health Care Reform Can’t Wait for Quality Measures to Be Perfect
Operations and supply chain management Digital ArticleDelaying the move to value-based payment is not an option. -
How U.S. Health Care Got Safer by Focusing on the Patient Experience
Customer experience Digital ArticleAlmost 20 years ago, two reports changed the game. -
Health Care Needs Real Competition
Competitive strategy Magazine ArticleThe U.S. health care system is inefficient, unreliable, and crushingly expensive. There is no shortage of proposed solutions, but central to the best... -
Editors' Picks
Business and society Magazine ArticleIt’s the only way to cut waste while improving quality. -
The Case for Capitation
Business and society Magazine ArticleRecent studies suggest that at least 35%-and maybe over 50%-of all health care spending in the U.S. is wasted on inadequate, unnecessary, and inefficient... -
The Employer-Led Health Care Revolution
Public-private partnerships Magazine ArticleMedical outcomes in Portland are improving dramatically—and Intel spearheaded the transformation. -
Each Employee's Retirement Is Unique
Employee retention Digital ArticleHave a process, but tailor it to each individual. -
Get Ahead by Betting Wrong
IT management Magazine ArticleCompanies that invest heavily in R&D are often torn between emerging technologies, wondering which will win in the marketplace and is therefore the one...
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Milo's: Building on Sweet Success
Collaboration and teams Case Study11.95View Details In 2025, Tricia Wallwork, third-generation Chair and CEO of Milo's Tea Company, faced critical strategic decisions as the family-owned business-now the... -
Lean Jets Game
Process management Case Study8.95View Details The Lean Jets Game is an experiential exercise designed to immerse MBA students or executive education participants in a hands-on operational challenge... -
SofMedica Group: Managing Growth
Business education Case Study11.95View Details SofMedica Group had expanded from its origins as a medical equipment distributor in Romania to a holding company with four business lines operating in... -
Account Opening in Blue Bank - Part A: Process Visualization
Operations and supply chain management Case Study11.95View Details The fictional case is set in 2023 when Blue Bank, a rural retail bank, was set up to respond to the economic distress surfacing in the U.S. state of Mississippi.... -
Account Opening in Blue Bank - Part B: Root Cause Analysis
Operations and supply chain management Case Study5.00View Details The fictional case is set in 2023 when Blue Bank, a rural retail bank, was set up to respond to the economic distress surfacing in the U.S. state of Mississippi.... -
Maestro Pizza (H): Making the Best of the Situation
Competitive strategy Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Maestro Pizza (F): A New Direction
Competitive strategy Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Maestro Pizza (B): The Competition Awakens
Competitive strategy Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Maestro Pizza: Coming in Hot!
Competitive strategy Case Study11.95View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Maestro Pizza (E): Turning up the Heat
Competitive strategy Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Maestro Pizza (G): Corona, Time for Agility
Competitive strategy Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Maestro Pizza (D): This Means War
Competitive strategy Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Maestro Pizza (C): Taking the Fight Outside
Competitive strategy Case Study5.00View Details Maestro pizza opened its first store in 2013 after its founder, Khalid Al Omran, recognized an opportunity in Saudi Arabia to offer high quality pizza... -
Bee-ing Better at Bombas
Advertising Case Study11.95View Details David Heath and Randy Goldberg founded Bombas in 2013 to serve two missions: to deliver the "best socks in the history of feet," and to donate socks (the... -
Health-Tech Strategy at KG Hospital Part A: Identification and Prioritization of Key Focus Areas
Change management Case Study11.95View Details The objective of this case study (in two parts, A and B) is to provide a systematic methodology for capturing metrics crucial for patient experience and... -
Health-Tech Strategy at KG Hospital Part B: Tech Strategy Design and Implementation
Change management Case Study5.00View Details The objective of this case study (in two parts, A and B) is to provide a systematic methodology for capturing metrics crucial for patient experience and... -
Inspiral: A Contrast in Operations Strategies
Operations strategy Case Study11.95View Details One of the first local manufacturers of screw caps in Chile, INESA expanded rapidly in the region. By 2015, the company had achieved almost 55% market... -
Philips: Redefining Telehealth
Consumer behavior Case Study11.95View Details As one of the world's largest healthcare companies, Philips sought to reach beyond the walls of the hospital and expand its hospital-to-home program to... -
Swachh Rail, Swachh Bharat (Clean Railways, Clean India): Adoption of Bio-Toilets by the Indian Railways
Project management Case Study11.95View Details The case describes a complex problem faced by the Indian Railways (IR), a more than 150-year-old public sector enterprise, in India. During the summer... -
Union Square Hospitality Group: Hospitality Included
Change management Case Study11.95View Details In 2015, Union Square Hospitality Group (USHG), helmed by famous restauranteur Danny Meyer, sent shockwaves through the restaurant industry by announcing...
