Reconfiguring services line location is a growing need among most integrated delivery systems. In this context, it is important to remember that strategic decisions such as opening new facilities and closing others include both functional and emotional factors. This is also called
speaking to the “mind” and “heart.” The effective combination of these factors results in faster
decisions and a higher level of commitment to seeing these changes through. Through this illustrative case study, we will explore how to effectively integrate the
components together as part of the same stream of decision-‐making.