個案總覽

At a large advertising agency, a campaign for a major account develops problems at the last minute, and the campaign must be redone. The management supervisor must determine what went wrong, who was to blame, and what to do about it.

The walk-in clinic for general outpatient care at a major university experiences complaints about excessive waiting times. The system is changed to provide for initial screening of arriving patients in order to route them to appropriate health care providers. The administrator of the clinic must appraise the new system and decide what further changes to make.

Spreadsheet supplement for case 681-061.