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OIE 500 Case for Group Analysis One-time permission to reproduce granted by Harvard Business Publishing, 04/5/2012. KEL030 SUNIL CHOPRA AND CANAN SAVASKAN Weight Solutions Clinic: Bariatric Surgery Center “Tell me Mike, how do you expect me to face Mr. Spitzer, who has already waited ten weeks for an answer from his insurance company, and tell him that the earliest we can operate on him is in three months’ time? You know that he is struggling to make this drastic commitment, and we are just making life more difficult for him,” Dr. Crawler said to his head surgeon. “We urgently need to do something about this. This is not the first time that I have had to deal with such an unpleasant situation, and I am sure this will not be the last.” Dr. George Crawler, one of the leading bariatric surgeons in the country, founded the Bariatric Surgery Center at the Weight Solutions Clinic in 1988. He had performed more than 2,700 bariatric surgeries since 1979 and was recognized as a pioneer in the field. Dr. Michael Whitmore, the head surgeon of the Bariatric Surgery Center, replied in a helpless tone, “I completely agree with you, George. But I am only a surgeon, not a hospital manager. I can’t tell you exactly what needs to be done. I talked to Steven yesterday, and he thinks we need more rooms. I think we should hire another surgeon who can do this laparoscopic trick. Some of our colleagues from the care unit downstairs think we need to reallocate some of the tasks among the personnel to manage the work load. Which one of these options will help us cut down our patient lead times is not obvious to me.” Dr. Crawler picked up the three business cards lying on his desk and said, “I hear what you are saying, Mike. Neither you nor I have the time or the