AIIMS Bhubaneswar: Building Shared Values and Balancing Polarities

On June 5, 2023, the head of hospital administration and joint medical superintendent at All India Institute of Medical Sciences (AIIMS) was contemplating his responsibility to the streams of outpatients that were coming from various parts of eastern India with hope and anxiety. Elderly, young, fragile, poor, and needy patients alike placed strong confidence in the professional excellence of medical practitioners at AIIMS Bhubaneswar, located in Odisha, India. The large medical institution, housing India’s top medical talent, offered high quality medical education and supported the health care needs of the country’s underserved population. However, the head of hospital administration wondered if the AIIMS goals should reflect the deep-rooted philosophy, objectives, and deliverables of the doctors. Should patient service be featured in the formally stated institutional goals that had been an integral part of the purpose of the medical fraternity at AIIMS? Could a shared vision be built and strengthened in the letter and spirit of this leading medical institution? Integrating shared values into the institution’s goals would require answering these questions.

This case study is suitable for graduate and postgraduate courses in management development that focus on strategy, sustainability, corporate social responsibility, balancing polarities, building shared values, and aligning strategic goals with vision. It can also be used in a strategy course to discuss sustainability measures that fit into the planning and execution of strategies for shared value creation and economic growth. The case engages students in the alignment of long-term goals with strategic objectives. Students gain detailed insight into the need to develop an integrated management system to implement strategic goals and performance deliverables and an understanding of the importance of shared values and balancing key social, economic, and environmental concerns in a service-driven government institution. They identify fundamentals for aligning and strengthening goals by systematic management systems and discuss the materials needed to build agility and customer responsiveness by focusing on service delivery and customer responsiveness. Specifically, after completion of this case, students will be able to<ul><li>assess an organization’s institutional goals and core values;</li><li>analyze various methods and strategies to maximize economic and societal value;</li><li>discuss how to build a sustainable health care model with agile systems to maximize customer responsiveness and service quality, without compromising economic benefit and societal welfare; and</li><li>learn how to build appropriate systems to balance polarities in an organization.</li></ul>

• Institutional goals
• Core values
• Shared goals
• Customer responsiveness