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Value based e-health care – a case study of Tata Memorial Centre

Bala Krishnamoorthy (School of Business Management, NMIMS University, Mumbai, India)
H.K.V. Narayan (Advanced Centre for Treatment, Research and Education in Cancer, Tata Memorial Centre, Mumbai, India)

Emerald Emerging Markets Case Studies

ISSN: 2045-0621

Publication date: 7 September 2016


Subject area

The subject areas are strategy, general management, health-care management, change management and inclusive growth model and application of technology to manage health care.

Study level/applicability

The case can be used to teach challenges in managing change in a health-care facility.

Case overview

Tata Memorial Centre (TMC) is dedicated to provide best health-care services in the field of cancer cure. TMC established its credentials for service, education and research, which contributed to it being rated among the ten best hospitals year on year. Starting from humble moorings, TMC has grown to an institution of high repute from an 80-bed hospital to a 700-bed hospital. TMC held a number of pioneering efforts, which included bone marrow transplantation, external beam radiotherapy (linear accelerator), tumor tissue bank and bio-imaging to name a few. The management team of TMC had ensured that the growth had been orderly and appropriate to the changing needs of the community. Managing a hospital with disparate skill sets in the face of ever-increasing demand for services had always been a challenge in itself. As a government-run facility and well funded by the trust, TMC offered excellent services and post-operative care to the patients. So, it became imperative for the hospital to adopt technology to improve its hospital services and maintain transparency. Patients came to the hospital from different states in India and across the globe. TMC registered international and national patients online. Online medical reports were checked before the patients visited the hospital. TMC has developed an e-system that will allow patients around the world to send their tissue samples that are suspected to be cancerous for medical advice to the hospital. This case study is developed to provide insights into the transformation of TMC into an e-health-care service and explains the process of change management.

Expected learning outcomes

They are to provide insights into the challenges in health-care management, to illustrate the challenges faced by organization in implementing information and communication technology- managing change and to bring about best practices in the case organization and find solutions to the following questions: What are challenges faced by health-care officials in providing health care using new technological innovations? How can hospitals equip themselves with new technology? With the advent of improved and modern communication methods, medical practices and cases are more easily shared. Cases are discussed, recorded and, in many cases, put up for general public viewing through the electronic media. How can hospitals manage change? How can hospital administrators manage speed of delivery, quality healthcare, innovation and brand image?

Supplementary materials

Teaching notes are available for educators only. Please contact your library to gain login details or email to request teaching notes.

Subject code

CSS:11 Strategy.



The hospital would like ICT to facilitate multi-location functionalities for hospital care. They are looking for a plan to reach out to the patients in the community to cope with the high demand for treatment.


Krishnamoorthy, B. and Narayan, H.K.V. (2016), "Value based e-health care – a case study of Tata Memorial Centre", Emerald Emerging Markets Case Studies, Vol. 6 No. 3.



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