Case Questions 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? IN You ture, cour on le the int of me on the work. The receptionist was also distracted, a The number of customers requesting grooming Service growing rapidly. Customers wanted to drop off the po "package" of examining, grooming, and even minor tasks. Also, most of the staff was not trained in prow Dr. Barr sat at her desk wondering how to handle the opera CASE: Creature Care Animal Clinic (B) Company Background animals. Creature Care Animal Clinic is a suburban veterinary clinic spe- cializing in the medical care of dogs and cats. Dr. Julia Barr opened the clinic three years ago, hiring another full-time vet- erinarian, a staff of three nurses, an office manager, and an office procedures requiring overnight stays. The Space for assistant. The clinic operates Monday through Friday during regular business hours, with half days on Saturdays and ex- tended hours on Wednesday evenings. Both doctors work dur- ing the week and take turns covering Wednesday evenings and type of service customers were now requiring. Saturdays. Dr. Barr opened the clinic with the intent of providing The Dilemma outpatient animal care. Overnight services are provided for sur- gical patients only. No other specialized services are offered. The dilemma she was faced with. She started her business as a me facility for the clinic was designed for this type of service, with a clinic but found that she was no longer sure what businesse spacious waiting and reception area. The examining and surgical in. She didn't understand why it was so complicated given the rooms are in the rear, just large enough to accommodate their was only providing a service. She was not sure what to do. initial purpose. As time has passed, however, the number of patients re- Case Questions questing specialized services has increased. Initially the re 1. Identify the operations management problems that quests were few, so Dr. Barr tried to accommodate them. As Barr is having at the clinic. one of the nurses was also trained in grooming services, she 2. How would you define the "service bundle" current began to alternate between her regular duties and pet groom being offered? How is this different from the initial purpos ing. Pet grooming was performed in the rear of the reception the clinic? area, as it was spacious and there was no other room for this job. At first this was not a problem. However, as the number of 3. Identify the high-contact and low-contact segments of pets being groomed increased, the flow of work began to be operation. How should each be managed? interrupted. Customers waiting with their pets would com- 4. What should Dr. Barr have done differently to avoid ment to the groomer in the rear, who had difficulty focusing problems she is currently experiencing? What should Dr. Bu do now