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NCR hospital: turnaround dilemmas of a leader

Richa Awasthy (School of Business, Public Policy and Social Entrepreneurship, Ambedkar University Delhi, Delhi, India)
Rajen K. Gupta (Management Development Institute, Delhi, India)

Emerald Emerging Markets Case Studies

ISSN: 2045-0621

Publication date: 28 July 2017


Subject area

Organizational diagnosis. The case addresses the issue of an outsider at a senior position in a family-run business.

Study level/applicability


Case overview

NCR-Delhi is a multi-specialty hospital in Delhi and is essentially a family-run business. Though it had done well in the early years since its inception, it had been plagued by many problems and had undergone many changes in management and processes. An outsider joined it as the Facility Director (FD) two years ago. In these two years, he introduced multi-directional changes. However, he has not been able to achieve a complete turnaround of the hospital. The major issues facing him are financial, operational and personnel-related issues. The hospital is currently in a major financial crisis, which has been causing delays in disbursement of salaries and creating resource crunches in daily operations. Most of the patients are government empanelled patients, and collection of payments from such patients usually takes at least three months. Employee attrition and customer satisfaction are also continuing challenges. Other issues include lack of proper support and interference from top management. The FD has been showing considerable prowess and capability in leading the organization, but has not been able to achieve the desired results owing to the above factors.

Expected learning outcomes

To understand the frameworks and process of organizational diagnosis; to understand the influence of change initiatives on organizational culture; and to understand the complexity of family business and what happens when an outsider leader joins family business.

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 6: Human Resource Management.



Awasthy, R. and Gupta, R.K. (2017), "NCR hospital: turnaround dilemmas of a leader", Emerald Emerging Markets Case Studies, Vol. 7 No. 3.



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