Atul Mahajan nicknamed 'AM,' a wealthy Indian, sits on the board of Kisan Group, his family's chemical company (family and company names disguised). Charged with managing the Mahajan family wealth, he has formed a private equity group that helps build mid-market companies. He has also launched a few technology-enabled ventures of his own, including a company that failed in its attempts to sell a service that used encrypted and masked barcodes for document authentication and a successful company that provided administrative and data management support for pharmaceutical clinical trials. Now, apparently with sufficient resources to contemplate another entrepreneurial venture, AM wonders whether to revive the document authentication business, with a turnkey solution or one or more services that would use encrypted RFID tags instead of the older barcode technology. This teaching case was developed based on interviews with Mr. 'Mahajan' and two other employees. The case provides an opportunity for students to investigate technical, strategic and operational uncertainties and challenges associated with building a business around a new technology. For business schools that are attempting to 'globalize' their curriculum, the case offers the benefit of presenting the point of view of a well-connected Indian entrepreneur.

Integrates issues in service operations, organization behavior, and applications of management science models such as simulation and queuing theory. A complete analysis of the case includes understanding process flows, computing utilization levels, and using models of the stochastic arrival rate and service rates of the existing and proposed systems. In addition, considers the managerial issues involved in running an ambulatory care center. The Primary Care Clinic (PCC) is the only walk-in clinic on campus and presently works under a triage system. The Student Health Services (along with PCC) is scheduled to move to a new facility. The director of the PCC views the move as a good opportunity to review and improve on the present service delivery process and system. Three broad objectives have been identified for the new system: reduce the waiting time for seeing a healthcare provider, transform the perception of the clinic as an impersonal bureaucracy, and improve student perceptions (especially nonusers) about the performance and effectiveness of the PCC. To achieve these objectives, a new system of clinician teams (doctors and nurse practitioners) has been proposed.