The process of defining desired customer outcomes requires work, and that task is made more complicated for higher ed institutions because their services are often delivered over a course of years and extend across multiple areas, including academics, student housing, campus life, and job placement.

If the pandemic has taught us anything, it is that healthcare organizations must build resiliency to withstand the shocks that may come their way and be in a position to pursue the opportunities that rapid and significant change can create.

Before the COVID-19 pandemic struck, the U.S. was already facing a behavioral health crisis. Since the pandemic began last year, the magnitude of that crisis has grown: Approximately...

The long-held notion that the ED is the front door to the hospital remains pervasive. And no wonder. As of just a few years ago, ED visits were responsible for a massive 70% of...

Hospitals and health systems across the country continued to see gains in April compared to devastating losses in the early months of the COVID-19 pandemic. Margins, volumes, and...

Payers and providers are increasingly creating strategic partnerships, with the intent of keeping pace in a rapidly transforming healthcare payment system that rewards value over volume...

The focus on the customer is critical because it is the customer who defines the brand. Put simply, a college or university’s brand is what its customers—current and potential—perceive it to be. In the long run, retaining current customers and attracting new ones is far more important than maintaining the brand.

Corporate response to social justice issues has become a leading new governance challenge.

For a very long time, hospitals have been organized around three principles that inform the way they run their organizations, and how they conduct themselves in the management suite and the board room.

A focus on resiliency requires blending vertical and horizontal perspectives on components of an organization’s portfolio of clinical services and strategic initiatives.

For California’s hospitals, financial health is absolutely necessary in order to deliver needed services to communities, to maintain facilities, to invest in new services and...

Although intended to increase transparency of an entity’s leasing activities, FASB’s new Accounting Standards Codification (ASC) Topic 842 can still leave expenses that can generate a...