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Yankovic Barceló, Natalia; Glied, S.; Green, L.V.; Grams, M.
Understanding and managing capacity is key for achieving high service quality and on-time delivery. Nowhere is this truer than in a hospital, where on-time delivery can literally mean the difference between life and death. A new paper coauthored by IESE’s Natalia Yankovic – on the impact of ambulance diversions on heart attack deaths – serves as a reminder of the serious risks that organizations face if they fail to address capacity management issues.