Entrepreneurial Response to Pandemic (COVID-19) and Crisis Management in Service Organisations: A Case Study of Kohinoor Hospital, Mumbai

Abstract

The arrival of COVID-19 in India and the resulting lockdown has severely impacted the performance of service organisations, especially Hospitals and Healthcare sector. As all the hospitals and healthcare organizations have suffered in terms of limited availability of essential services including doctors/ nurses and other service personnel, medicines and disposables, infrastructure facilities, leading hospitals have reviewed their performance strategies by entrepreneurial response to COVID-19 Pandemic. This case study of Kohinoor Hospital (KH) examines the strategic processes including entrepreneurial responses essential to manage crises and how to demonstrate competence and capacity building in times of crisis is considered as the new element to the existing literature on entrepreneurship. Various action oriented strategies have been put in place by KH to move up the entrepreneurship ladder to maturity to facing a sudden increase in the magnitude of medical and other essential health care services in a crisis like COVID-19 creates an exceptional environment that adds to the uniqueness of the case study. A case study of KH would act as a guide to the executives in hospitals /healthcare sector / senior academicians with a comprehensive framework that translates the organization’s strategic objectives into a coherent set of performance measures in dealing with COVID-19 and other illnesses /ailments.