Set in 2022, this case describes the challenges faced by Singapore General Hospital (SGH), one of Singapore's leading public hospitals, in managing its bed occupancy rate (BOR) to best suit its patient workload pattern and adhere to the government's guidelines, and describes the evolution of its bed management system (BMS) in response to those challenges. Bed management, although a background activity, plays a central role in the effective running of a hospital. While SGH has adopted new technology and best practices in its BMS over the years, there are still frequent mismatches between the available bed supply and incoming patient demand. One of the reasons is Singapore's growing healthcare demand due to its ageing population coupled with a greater awareness of regular healthcare monitoring in the society, which requires capacity expansion. In addition, given that poor bed management in a hospital incurs heavy costs and adversely impacts everyone from patients to nursing staff, doctors and administrators, there is a need for more effective management of the existing bed supply and implementation of new measures to optimise the burden on hospitals. The Bed Management Unit (BMU) at SGH, recognises that the analysis of the workload of the hospital over the previous five years is critical for making many key decisions, such as capacity expansion and class configuration, patient-bed assignment protocols, and the adoption of innovative healthcare processes for effective bed management and healthcare delivery.
This case has been written to illustrate the pros and cons of asset-light and asset-heavy strategies. China has seen a rise in the use of asset-heavy strategies over the last few years, particularly with heavy asset users. By using financial tools such as sale and leaseback, fund management business models, and capital recycling, users can build asset-heavy real estate and capture lucrative real estate development profits. The users can then lighten the balance sheet by employing various financial techniques, thus achieving the economic benefit of the asset-heavy strategy while eventually enjoying the lower financial burden and higher flexibility of the asset-light strategy. This real industry case focuses on cold chain logistics real estate (refrigerated warehouses), which is developing in a similar manner to that of the ambient logistics real estate sector over the last 20 years. The company's name has been disguised for confidentiality purposes and the shipment data has been randomly re-generated, but it retains its overall statistics profile for greater realism. The case is written primarily for corporate strategy discussions, but the strong quantitative element also allows it to be used as an operations management network optimisation case as well.
This is a game simulation case on yield management for the hotel industry. Students play the role of the reservation manager and are allowed to make hotel bookings for consumers who want to book hotel rooms at the Inn or Out hotel. Students are encouraged to accept the bookings based on the principles of yield management. At the end of the game, students can see the amount of revenue that they have generated for the hotel based on the bookings that they have accepted and rejected. The game allows students to apply different strategies for high season and low season bookings. Penalties are applied to the revenue scores based on whether the rooms were overbooked or under booked. The case accompanying the game allows students to understand the concepts of yield management that they need to apply to play the game well and achieve higher scores. A separate set of settings in the game allows the instructor to adjust the various parameters of the game, and present consumers with different profiles, so as to assess the student's understanding of yield management strategies. The Teaching Note serves as a guide for the instructor to execute the game in the classroom for students, and to cover the basic concepts in yield management through the game.
This case is set in 2020. In the latest credit cards sub-sector report from the Customer Satisfaction Index of Singapore (CSISG) survey by the Institute of Service Excellence (ISE) at the Singapore Management University, OCBC Bank's credit card business was ranked last again in terms of customer satisfaction, while an analysis of two key customer loyalty metrics, namely 'likelihood to use the credit card again' and 'likelihood to recommend their card', saw the bank faring only slightly better for the former, but again ranked last for the latter. Given these findings, Tammy Ang, an analyst at ISE, had been tasked with preparing a business consulting pitch for OCBC Bank's credit card business. Using her skills in business analytics, Ang hoped to use the data to provide useful insights for the bank to improve its customer loyalty performance.
It is June 2019, and Lillian Lim of Mackor Consultancy, a third-party consultancy in Singapore, is at the newest warehouse of her client, KYY Group, a major third-party logistics provider. Headquartered in Singapore, KYY's business activities span Asia. In 2013, the company started construction of a US$200 million logistics hub. With two million square feet of warehouse space and a million square feet of office space, it would house the KYY Group's headquarters, as well as its research and warehousing facilities. The new logistics hub was due to open in late 2019, and would comprise the latest supply-chain and logistics automation technology. Lim's company was hired to do a study on the improvements that could be made to increase the profitability of KYY's warehouse operations at the hub. To do this, she needs to understand the expected pattern of supply and demand for goods at the warehouse, and the current process of storage and retrieval of inventory. She has to make a presentation on her preliminary findings in two weeks' time to KYY Group's senior management.
It is June 2019, and Lillian Lim of Mackor Consultancy, a third-party consultancy in Singapore, is at the newest warehouse of her client, KYY Group, a major third-party logistics provider. Headquartered in Singapore, KYY's business activities span Asia. In 2013, the company started construction of a US$200 million logistics hub. With two million square feet of warehouse space and a million square feet of office space, it would house the KYY Group's headquarters, as well as its research and warehousing facilities. The new logistics hub was due to open in late 2019, and would comprise the latest supply-chain and logistics automation technology. Lim's company was hired to do a study on the improvements that could be made to increase the profitability of KYY's warehouse operations at the hub. To do this, she needs to understand the expected pattern of supply and demand for goods at the warehouse, and the current process of storage and retrieval of inventory. She has to make a presentation on her preliminary findings in two weeks' time to KYY Group's senior management.