This document contains a summary of a McKinsey case study on improving service operations at a large academic health care system. McKinsey launched a 3-month effort focused on the end-to-end care process. This resulted in an immediate reduction in delayed and cancelled cases. McKinsey also evaluated scheduling processes and capacity utilization, liberating 23% additional capacity. Overall the work eliminated delays, reduced length of stay, and improved clinical outcomes and satisfaction while establishing a foundation for strategic growth.