Due to the growing popularity of their program and the procedure, Shouldice has reached capacity and has recently been exploring ways in which to add to their customer base. Several options have been considered including the construction of new facilities, extended hours, and diversification. In addition, Shouldice Hospital is preparing for a change in senior management due to the impending retirement of Dr. Degani. The task that faces Shouldice Hospital is to facilitate growth, while maintaining the current levels of patient care and employee relations in the midst of management change.
Problem: The biggest problem facing Shouldice is increasing the patient load, without impacting quality of care or employee relations. Operating on Saturday, or going to multiple shifts, could serve more patients by increasing the utilization of the existing facilities. However, the senior staff is opposed to Saturday hours and the issue seems to be irreconcilable in regards to employee relations. Previous experience has shown that opening a new facility, or expanding the current facility, will be met with an increased demand for treatment. However, the growth rate of 100 patients every six months through word of mouth advertising may not meet the financial demands of a significant expansion. However, Shouldice Hospital runs the risk of product piracy, or image problems when advertising directly to the public.
Framework: Because many of the patients at Shouldice come fr