1. Identify the operations management problems that Dr. Barr is having at the clinic.
2. How would you define the “service bundle” currently being offered? How is this different from the initial purpose of the clinic?
3. Identify the high-contact and low-contact segments of the operation. How should each be managed?
4. What should Dr. Barr have done differently to avoid the problems she is currently experiencing? What should Dr. Barr do now?
Creature Care Animal Clinic is a suburban veterinary clinic specializing in the medical care of dogs and cats. Dr. Julia Barr opened the clinic three years ago, hiring another full-time veterinarian, a staff of three nurses, an office manager, and an office assistant. The clinic operates Monday through Friday during regular business hours, with half days on Saturdays and extended hours on Wednesday evenings. Both doctors work during the week and take turns covering Wednesday evenings and Saturdays.
Dr. Barr opened the clinic with the intent of providing outpatient animal care. Overnight services are provided for surgical patients only. No other specialized services are offered. The facility for the clinic was designed for this type of service, with a spacious waiting and reception area. The examining and surgical rooms are in the rear, just large enough to accommodate their initial purpose.