1. What are the primary challenges in improving operating processes in a health care environment such as that of MGH? What kind of payoff would you expect to result from these process improvements? Who would be the beneficiary of such improvements?
2. What is your evaluation of the care path being proposed for CABG Surgery?
3. What implementation approach should Bohmer and Torchiana select? Why?
4. How should MGH balance tension between process standardization and process customization? What are the risks at each extreme?
5. Using the CABG Surgery care path as a foundation, what should MGH do next in the area of process improvement?