The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.

The case describes the major transformation that took place in one of the largest university hospitals in Sweden. Changes involved refocusing on the patient as final customer, improving quality and reducing costs. They were achieved through a total quality improvement scheme combined with process re-engineering. Organisational changes helped implement these changes.