The Sultan Bin Abdulaziz Humanitarian City initiates a 'lean' healthcare project, starting with value stream and emotional mapping for a large segment of the patient population. The case explains the reason for using a number of key tools in getting the project started, and the role of process and culture change in building engagement in the effort.

The main case describes the design, implementation and operational implementation of a focused clinic in the Middle East. The ICLDC provides team-based care for managing diabetes with clear processes that have benefitted from lean Six Sigma tools. A supplement describes how the ICLDC fits into the broader context of the rapidly changing health system in the United Arab Emirates.

St George Hospital in Beirut, Lebanon, is a non-profit organisation offering state-of-the-art medical care and continuous education, with a vision of delivering cost-effective healthcare that “exceeds the expectations of our clients, encourages innovation, and promotes an exceptional workplace”. The case documents a physical capacity expansion and quality and process improvements.

This case examines strategy deployment and continuous improvement of disaster response processes at Hotel Dieu de France (HDF), a university hospital in Beirut, Lebanon. The disaster response plans, conceived and developed during three conflicts from 2006 to 2008, are then tested and improved via a drill involving Hariri Airport.