Faridah Hj. Hassan

A privately owned and internationally acccredited tertiary care hospital located in southern Malaysia, WHC had grown fast and won many awards for excellence since its foundation in 1990. However, in 2006 a confidential national survey revealed high levels of dissatisfation among its patients, notably concerning wait times. The case focuses on management attempts to identify the causes of this.

Published 27 Aug 2010

Reference 5682

Topic Operations

Region Asia

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