Case Detail

Case Summary

Mobile C.A.R.E.

Case Number: 5-410-754, Year Published: 2012

HBS Number: KEL621

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Authors: Sarang Deo; Karen Smilowitz; Theppan Asvatanakul; John Scheinesson; Kerry Stuewer; Jason Kim; Steven Samuelson

Key Concepts

Nonprofit Operations, Community-Based Care, Capacity Planning, Mission Metrics


Mobile C.A.R.E. Foundation is a Chicago-based nonprofit that provides chronic asthma care to inner-city public school students using a community outreach model. The organization faces a lot of uncertainty in future funding, and executive director Steve Samuelson wants to undertake an operational improvement drive. Samuelson now faces the challenge of deciding which operational metrics most closely correlate with the organization’s mission metrics and also have the usual desirable properties of process measures: actionable, real-time, and disaggregate.

Learning Objectives

To sensitize students to the challenges in linking mission metrics of a nonprofit organization to its operational performance measures.

Number of Pages: 23

Extended Case Information

Teaching Areas: Non Profit, Operations

Teaching Note Available: Yes

Geographic: Chicago, Illinois, United States

Industry: Nonprofit (Healthcare)

Organization Name: Mobile C.A.R.E. Foundation

Organization Size: Small

Decision Maker Position: Executive Director

Decision Maker Gender: Male

Year of Case: 2009