Introduction of project: We are going to prepare a project for the subject of “Total Quality Management”. This subject deals with the study of Zero defects, continual improvement, and elimination of waste in organization to increase its quality. The major important strategic tool in total quality management is benchmarking. Benchmarking should be a reference or measurement standard for comparison. It is a tool for performance assessment and continuous improvement in an organization performance. So the organization that is assigned to us is “Aziz Bhatti shaheed Hospital Gujrat”. By using benchmarking technique we want to improve hospital performance, quality, customer satisfaction and providing some suggestions in the areas where it lack. Importance of health sector and contribution of our work for this sector:
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Introduction of project:
We are going to prepare a project for the subject of “Total Quality Management”. This subject deals with
the study of Zero defects, continual improvement, and elimination of waste in organization to increase its
quality. The major important strategic tool in total quality management is benchmarking. Benchmarking
should be a reference or measurement standard for comparison. It is a tool for performance assessment
and continuous improvement in an organization performance. So the organization that is assigned to us is
“Aziz Bhatti shaheed Hospital Gujrat”. By using benchmarking technique we want to improve hospital
performance, quality, customer satisfaction and providing some suggestions in the areas where it lack.
Importance of health sector and contribution of our work for this sector:
The World Health Organization (WHO) defined health in its broader sense in 1946 as "a state of
complete physical, mental, and social well-being and not merely the absence of disease or infirmity”.
That’s why health sector play a major role in maintenance of health or make a healthy environment. In
the development of any country is necessary that their people must use their skills effectively or properly
do their work in better manner and make planning for their better future. This can be achievable if the
people of that country are in good health. For a healthy society need good hospitals those deal with
people and provide proper guidance for improving their health. Our project will help Aziz Bhatti
Shaheed Hospital to improve its services in orthopedic department. If hospital apply best in class
methods then their patient will become more satisfied, generate positive word of mouth. Our project
describes continual improvement, best workers performances, how internal customers are satisfied, and
ways to improve performances as well as the suggestions for organization improvement where they are
In Aziz Bhatti Shaheed Hospital orthopedic services provide
treatment of the skeletal system, its joints, muscles, and associated
structure. Orthopedic primarily concerned with the handling of all
types of trauma cases and road traffic accident. There are mostly
legal issues involve in the fighting so medical causality officer
deals with these issues and patient are treated in emergency
department for stopping their blood, shock recovery and then
transfer them to the related department. The department of
orthopedic has 32 beds. It provides emergency care for patients of
muscular skeletal trauma. Two doctors are available in this
department: Dr. Tallab and Dr. Wazahat Hussain. They are doing orthopaedic surgery of patient like
joint replacement surgery, entering the plates in body etc. Major activities in this department are
checking of outdoor patient, surgeries and ward visit. This department deals with general operations and
not for specialized operations due to lack of technology.
Major competitor and their introduction:
Gujrat hospital on Bhimber Road Gujrat
City hospital
Bashir Hospital Bukhari Diagnostic Center Ali Children Hospital Doctor Hospital Fauji Foundation Medical Center Wahid Trust Hospital Ishaq Eye Hospital
Critical success factors:
Speed:
Check almost 105 to 110 patients in 5 hours.
Quality:
With in limited resources they provide quality services that increase the satisfaction level of their
patient
24- Hour services:
They provide 24-hours ward service with in three shifts.
Critical performance measures of benchmarking partner:
Take appointment
Waiting room
Patient with doctor
Check up/ treatment
Take prescription
Process
Recover
Shifa International Hospital has strong image in customers mind. It has better performance due to highly
qualified & experienced doctors, latest technology and enough resources that meet the patient
requirements. Hospital orthopedic department has three consultant and provides 24 hours services. It
provides different general as well as specialized service like Management of fractures, Joint replacement,
Management of upper/lower limb injuries, Arthroscopy, Muscle biopsy, Management / correction of
limb deformities. It has ward as well as separate rooms for patient. Average no. of patient is 2500 in one
month that show their customer satisfaction. Their timing for consultant with doctor is from 8 am to 11
a.m. Shafa international has more staff than Aziz Bhatti Hospital that is specialized in their work.
Hospital have sufficient finds that they are utilize in proper place and in proper way that increase their
efficiency in process and service quality but charges in Shifa international hospital little higher that Aziz
Bhatti hospital.
Gap analysis:
This step involves analyzing the data collected, discovering to what degree present performance lags
behind the best in each area and combining the best features from the best practices into an ideal process.
The correct implementation of this step will result in a clear picture of your processes in comparison with
others in your business or industry.
For outdoor checkup Aziz Bhatti Hospital has two consultant, Dr. Tallab and Dr. Wazahat
Hussain while Shafa International has three consultant that check their patients properly . They
give more attention and accurate advise due to division of work.
Aziz Bhatti Hospital has less staff like sweeper, ward servant and peon etc while Shafa
International Hospitals has one peon, 2 sweepers and necessary ward servant better than Aziz
Bhatti Hospital. So more staff for necessary work better contribute to provide services to its
patients.
In Aziz Bhatti Hospital customer visit time is 8 a.m to 2 p.m. While in Shafa International
Hospital customer visit time is 8 a.m to 11 a.m because more trained and experience consultant
are available here.
In Aziz Bhatti Hospital physical resources like chairs, X-ray scanner, benches, stature etc. are
less than Shafa International Hospital. Aziz Bhatti Hospital has two wards for male and female
but in Shafa International Hospital has wards as well as separate rooms that are available for
customer demands. So patients do not wait for services until bed is empty.
Aziz Bhatti Hospital 's orthopaedic department provides only general operation facility to its
patients and for specialized operations patients go other hospitals while Shafa International
Hospital provides general as well as specialized operations facilities. These specialized operation
facilities at one place increase customer satisfaction and well trained doctors increase service
quality.
In Aziz Bhatti hospital there is pre operation activities for operations because operation screws,
blades, plates, threats, nuts and proper medicine for surgery is not available in Gujrat so these
things bring to other big cities while in case of Shafa International Hospital mostly all necessary
equipment is available.
In Aziz Bhatti Hospital there is lack of new technology like X- ray facility, X-ray scanner and
operation machines while in Shafa International Hospital there is modern technology in
operations machines, best X-ray and X-ray scanner facility so doctor easily understand the
problem for treatment.
In Aziz Bhatti Hospital, Ms does not utilize the funds of government in better way but in Shafa
International Hospital government funds utilize efficiently so customer spend a little on operation
equipments and medicine etc.
Aziz Bhatti Hospital does not utilize their department place effectively so there are less beds for
patients while Shafa International Hospital utilizes there space and also develop separate room
facilities for patients to provides best services.
So best features include increase consultant, increase staff members, increase technology, proper
utilization of space, proper utilization of government funds, best technology, better equipment and
medicine, sufficient physical resources and general as well as specialized operation facilities. These all
features make a best process and provide quality services to its customers.
Gaps (positive or negative):
There is a negative gap because
Best in class (Shafa International Hospital) performance Aziz Bhatti Hospital Gujrat
Shafa International Hospital almost leads in all area to Aziz Bhatti Hospital in its orthopaedic
department.
Gap is widening or narrowing along with reasons:
The gap between performances of Aziz Bhatti Hospital and Shafa International Hospital’s orthopaedic
department is widening.
Reasons:
The gap is widening because Shafa International Hospital is best in almost all services that it
provide in its orthopaedic department than Aziz Bhatti Hospital.
Shafa International has more consultant than Aziz Bhatti Hospital.
It has better technology in process like X-ray facility-ray scanner than Aziz Bhatti Hospital.
Shafa International Hospital has proper utilization of government funds.
It has separate rooms for patients as well as wards but Aziz Bhatti Hospital has only two wards
for patients.
Shafa International has best qualified, trained and experienced staff with sufficient human
resource than Aziz Bhatti Hospital.
Shafa International Hospital provides all kind of operation facilities in its orthopaedic department
with less time than Aziz Bhatti Hospital.
Root causes:
Root causes involve:
Lack of trained and experienced staff
lack of modern technology like efficient X- ray facility, X-ray scanner and operation ma-
chines
lack of beds facilities
lack of operation equipment like crews, blades, plates, threats, nuts etc
lack of specialist
lack of financial resources
Suggestions for improvements:
Government should offer new vacancies for staff and specialist In Aziz Bhatti Hospital to meet its
Human resource need. Government should provide budget for this department on continuously basis and
MS should not miss manage these resources. There must be medicine facility at one spot that should
fulfill requirement of all departments in this hospital. There must be proper utilization of department
space and build more wards as well as separate rooms for patients. Orthopaedic department of Aziz
Bhatti Hospital must invest funds in new technology to better identification of diseases and their
solutions. Aziz Bhatti Hospital should focus on orthopaedic specialist for conducting specialized
operations. All staff members should pay reasonably. Proper training should be given to employees on
continuously basis for improvement in service quality.
Effect of positives or negatives of these suggested changes, in terms of cost, customer satisfaction
level, employee performance, employee satisfaction level, process owner’s resistance or
convenience and management of the organization:
Due to increase in staff and specialist, new technology in process and increase in salaries the cost of the
service will increase automatically.
Customer satisfaction level will increase because they will get better quality services due to new
technology, trained and experienced staff and specialists, specialized operation facility, getting all
necessary medicine and operation equipment in one place and lees waiting time for service availability.
When Aziz Bhatti Hospital’s orthopaedic department hire trained and sufficient staff that meet our HR
needs then performance of employees will increase. Through continuous training, employee’s
performance will also increase.
When employees get good salaries and department has sufficient employees for work then employees
burden decrease and they will become satisfied.
If Process owner receives necessary equipment and high quality machinery then they perform their duties
on time and in more effective way. Proper training of process owners will also increase service quality.
Action plan
According to our research on both organizations and after comparing them there are some deficiencies
which need to be removed immediately. For abolishing these deficiencies they are required to make
some changes in the different areas of their department. To implement these changes and to get required
results our planning will be for 3 to 5 years. And the employees of department will be responsible and
committed to complete their tasks and assignments in time.
First of all they need to increase their staff members although they have general staff but not specialists.
To fulfill the patient’s need they will have to create some new vacancies for specialists. The other change
which is needed to bring of new technological equipments to satisfy their patients and to decrease the
dependability. And the last but most important need to bring some more financial resources in
department so they can fulfill the requirement of more beds for patients and the need of a medical store
in the boundary of hospital.
To measure the performance of employees their appraisal system is not fully established that’s why
employees are not fully committed with their duties and because absence of this commitment they get so
much complaints from their patients.
they handle almost 100 patients per day due to so much patients they can’t pay attention each and every
patient completely so, they need to increase vacancies of specialists, in this way they will easily handle
all patients with full attention.
On the basis of these changes our redefined goals will be:
Continuously improve customer satisfaction. Continuously improve the quality of services and systems. Continuously improve the Hospital’s financial performance and sustain long-term viability. Continuously improve the Hospital’s competitive position. Continuously improve the Hospital’s organization and work environment.
Now paths are so clear after redefining the goals. by achieving these goals:
Their efficiency will improve.
Employee’s commitment will increase.
And most importantly patients will be satisfied.
Redefining the positions and creating new vacancies:
Will divide the authority among them.
Burden of work will decrease.
Their performance will increase.
Department’s efficiency will increase.
Patients will be satisfied from doctor’s response.
The revision of goals:
Increase the good will.
The cases that are referred to other hospitals will reduce.
The good image will enhance the promotion efforts.
To achieve goals it is necessary to:
Establish a management committee.
Clinical audit should be regular.
Increase the commitment with goals.
Management must understand the proposed goals and fully support them.
management must communicate the goals to all affected employees in such a way as to obtain
their full commitment
President
Basically organization must establish the performance management system and also implemented it.
Clinical audit must be regularly checking the employee’s performance. They should priorities their needs
like their financial needs and job vacancies should be on first priority.