Harvard Case - Cleveland Clinic Abu Dhabi (Abridged)
"Cleveland Clinic Abu Dhabi (Abridged)" Harvard business case study is written by Linda A. Hill, Emily Tedards. It deals with the challenges in the field of Organizational Behavior. The case study is 28 page(s) long and it was first published on : Feb 18, 2022
At Fern Fort University, we recommend that Cleveland Clinic Abu Dhabi (CCAD) implement a comprehensive strategy to address the challenges it faces in attracting and retaining top talent, fostering a high-performing organizational culture, and navigating the complexities of operating in a new and diverse market. This strategy should focus on enhancing leadership development, promoting diversity and inclusion, and leveraging technology to improve operational efficiency and patient care.
2. Background
The case study focuses on Cleveland Clinic Abu Dhabi (CCAD), a world-renowned healthcare provider that established a branch in Abu Dhabi, UAE. CCAD aimed to replicate its success in the US by providing high-quality medical care in a new market. However, the organization faced challenges in attracting and retaining top talent, navigating cultural differences, and adapting to the local healthcare landscape.
The main protagonists of the case study are:
- Dr. Toby Cosgrove: CEO of Cleveland Clinic, responsible for overseeing the expansion into Abu Dhabi.
- Dr. Ramesh A. Parthasarathy: CEO of CCAD, tasked with establishing and leading the new facility.
- Dr. Samer Srouji: Chief Medical Officer of CCAD, responsible for clinical operations and patient care.
3. Analysis of the Case Study
Organizational Culture and Leadership:
- Leadership Styles: The case highlights the importance of transformational leadership in driving organizational change and motivating employees. Dr. Parthasarathy's leadership style, characterized by a strong vision, clear communication, and commitment to employee development, played a crucial role in establishing a strong foundation for CCAD.
- Organizational Culture: CCAD faced challenges in establishing a cohesive organizational culture that integrated the values of Cleveland Clinic with the local context. This required a focus on organizational socialization to ensure new employees understood the organization's mission, values, and expectations.
- Team Dynamics: The case emphasizes the importance of effective team building techniques to foster collaboration and innovation. CCAD's cross-functional teams, composed of physicians, nurses, and administrators, needed to work effectively to deliver high-quality patient care.
- Motivation Theories: The case highlights the need for employee motivation strategies to attract and retain top talent. CCAD's competitive compensation and benefits package, coupled with opportunities for professional development, were essential in motivating employees.
Change Management and Organizational Development:
- Change Management: CCAD faced significant challenges in managing the transition from a US-based organization to a new market. Resistance to change from employees who were accustomed to familiar practices required effective communication, training, and support.
- Organizational Development: CCAD needed to adapt its organizational structure and processes to the local context. This involved organizational learning and continuous improvement to address the unique challenges of operating in a new market.
- Diversity and Inclusion: CCAD faced challenges in creating a diverse and inclusive workplace that reflected the multicultural nature of Abu Dhabi. This required a commitment to workplace diversity management and promoting a culture of respect and understanding.
Strategic Considerations:
- Corporate Strategy: CCAD's strategy focused on providing high-quality medical care in a new market. This required a deep understanding of the local healthcare landscape, including regulatory requirements, patient demographics, and competitive dynamics.
- Growth Strategy: CCAD's long-term growth strategy involved expanding its services and establishing a strong reputation in the region. This required a focus on innovation and staying ahead of the curve in terms of medical technology and treatment options.
4. Recommendations
- Enhance Leadership Development: CCAD should invest in comprehensive leadership development programs for all levels of management. These programs should focus on developing transformational leadership skills, cultural sensitivity, and strategic thinking.
- Promote Diversity and Inclusion: CCAD should actively recruit and retain a diverse workforce that reflects the local community. This requires implementing policies and practices that promote equity, inclusion, and respect for all employees.
- Leverage Technology for Operational Efficiency: CCAD should invest in technology solutions to improve operational efficiency, streamline processes, and enhance patient care. This includes implementing electronic health records, telemedicine platforms, and data analytics tools.
- Foster a Culture of Collaboration and Innovation: CCAD should encourage cross-functional collaboration and innovation by creating a culture that values open communication, shared decision-making, and continuous improvement.
- Develop a Strong Employer Brand: CCAD should invest in building a strong employer brand that highlights its commitment to employee development, diversity, and inclusion. This will help attract and retain top talent in a competitive market.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core Competencies and Consistency with Mission: The recommendations align with CCAD's mission to provide high-quality medical care and its core competencies in clinical excellence and patient satisfaction.
- External Customers and Internal Clients: The recommendations address the needs of both external customers (patients) and internal clients (employees) by focusing on improving patient care, fostering a positive work environment, and attracting and retaining top talent.
- Competitors: The recommendations consider the competitive landscape in Abu Dhabi and aim to differentiate CCAD by leveraging its strengths in technology, leadership, and diversity.
- Attractiveness: The recommendations are expected to lead to improved operational efficiency, increased employee engagement, and enhanced patient satisfaction, ultimately contributing to CCAD's long-term success.
6. Conclusion
CCAD faces significant challenges in establishing itself as a leading healthcare provider in Abu Dhabi. By implementing the recommendations outlined above, CCAD can overcome these challenges and achieve its strategic objectives. By focusing on leadership development, diversity and inclusion, technology, and a culture of collaboration and innovation, CCAD can create a sustainable and successful organization that delivers high-quality patient care in a rapidly evolving market.
7. Discussion
Alternatives:
- Focusing solely on cost reduction: This approach could lead to a decline in quality of care and employee morale.
- Ignoring the cultural differences: This could result in misunderstandings, conflict, and a lack of engagement among employees.
- Delaying investment in technology: This could put CCAD at a disadvantage in the long run as technology becomes increasingly important in healthcare.
Risks:
- Resistance to change: Employees may resist changes to the organizational culture or processes.
- Lack of funding: CCAD may face challenges in securing funding for its initiatives.
- Competition: CCAD may face intense competition from other healthcare providers in Abu Dhabi.
Key Assumptions:
- CCAD has the resources and commitment to implement the recommendations.
- Employees are willing to embrace change and adapt to new ways of working.
- The healthcare market in Abu Dhabi will continue to grow and evolve.
8. Next Steps
- Develop a detailed implementation plan: This plan should outline the specific steps, timelines, and resources required to implement the recommendations.
- Communicate the changes to employees: CCAD should communicate the changes clearly and transparently to employees, addressing their concerns and providing support.
- Monitor progress and make adjustments: CCAD should regularly monitor the progress of its initiatives and make adjustments as needed to ensure success.
By taking these steps, CCAD can create a high-performing organization that delivers exceptional patient care and thrives in the dynamic healthcare landscape of Abu Dhabi.
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Case Description
In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By 2017, the hospital had proven it could deliver Cleveland Clinic-quality care 7,000 miles away from its main campus. Dr. Rakesh Suri, Chief of Staff at the time, became Cleveland Clinic Abu Dhabi's Chief Executive Officer; his mandate was to grow the hospital into one of the most innovative academic medical centers in the world, while marching toward financial sustainability. As a newer hospital, Cleveland Clinic Abu Dhabi endured its share of growing pains as it worked to cultivate a culture of innovation and take full advantage of its information technology and business intelligence capabilities. By 2019, there were so many innovation initiatives underway that the executive team was considering whether to implement a Priority Index to foster a more coordinated approach to innovation.
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