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Cleveland Clinic Case Study

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REV: SEPTEMBER 26, 2007

FRANCES X. FREI AMY C. EDMONDSON CHRISTINE HARRIS-VAN KEUREN ELIOT SHERMAN

Cleveland Clinic
Dr. Delos “Toby” Cosgrove, cardiothoracic surgeon and president and CEO of Cleveland Clinic, emerged from the operating room on a January afternoon in 1996 having just changed the way he, and subsequently the world, approached heart surgery. A trip to Stanford University Medical School had convinced him it was possible to operate on the valves of the heart through a three-inch incision instead of the nearly foot long incision that was standard practice before splitting the patient’s breastbone with a saw to reach the heart.1 After refining the technique in the lab, he had successfully performed the first such operation. Eight months later, Cosgrove performed two of these surgeries back-to-back, broadcasting his work live via satellite to 4,000 surgeons in 40 cities around the world. The Cleveland Clinic’s broadcasting capabilities facilitated this demonstration of the substantial benefits of his minimally invasive method of heart surgery, which reduced the risk of infection and involved less bleeding, pain, and trauma, significantly reduced the amount of time needed for recovery, and could be used in about three quarters of the heart valve surgeries performed in the United States.2 So compelling was this exhibition that within a year use of the technique had “exploded” throughout the medical community.3 Such innovation had been the lifeblood of Cleveland Clinic since its founding in 1921. Even as he continued early in 2006, a year and a half into his tenure as president and CEO, to be a catalyst for excellence and creativity throughout the health system’s operations, Cosgrove and his team faced a challenge. Could the current leadership leverage the platform of an organization that had embraced as

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