Risk Management in Baggage Logistics

This assignment delves into the intricacies of risk management within baggage logistics operations at Munich Airport. It examines the implementation of advanced technology to mitigate risks and enhance efficiency. Furthermore, the analysis incorporates the framework of Total Quality Management (TQM) to assess its effectiveness in improving baggage handling processes. The study draws upon academic research and real-world examples to provide a comprehensive understanding of the challenges and opportunities associated with risk management in this crucial aspect of airport operations.

Table of Contents
Table of Contents...................................................................................................................................1
Introduction...........................................................................................................................................3
Main body..............................................................................................................................................3
recommendation ................................................................................................................................8
Conclusion.............................................................................................................................................8
References...........................................................................................................................................10
Appendix .............................................................................................................................................12

Illustration Index
Illustration 1: TQM MODEL..................................................................................................................12
Illustration 2: Continuous quality improvement..................................................................................12

INTRODUCTION
The operation management is an area of business which is concerned with the
designing and controlling the process of production. It also involved the responsibility for
making sure that business operation and function are enough for using few resources
whenever need for fulfilling the customer requirement. There is some responsibility of
operation management such as implementing the structure of information technology,
identifying the size of manufacturing plan etc. on the other hand there are some other
operational issues which include management of inventory level. Along with this, it operation
management help in studying the used of raw material and make sure that minimum waste
occurs at the time of production (Mehta, Verma and Seth, 2014.
The present essay is based on Mayfield private hospital case study. The Mayfield
hospital is privately run hospital in Guildford, Surrey operating within the Carlton health
group which on and operates 60 private hospitals in the UK. The hospital aim is to provide
high quality services to its patients as well as client who are paying for their health insurance
plan. In the present report discussion is done on different managing operation areas such as
human resources and job design, managing quality and supply chain management (Mayfield
hospital. 2016).
MAIN BODY
Quality management makes sure that product or services of an organization are
consistent. There are four components of quality management that is quality planning, quality
control, quality assurance and quality improvement (Nepal and Chotiyaputta, 2016.).
Mayfield hospital is Private hospital in the UK. There are 100 private patient room
and ensure bathroom facilities. This hospital provides the day care facilities and few of its
patient stay overnight. Jerry Davis is the operation and supply chain manager of the hospital.
Since from the last year the Mayfield hospital is facing difficulty in relation to operational
problems and challenges. The hospital is undergone for renovation due to this 10 rooms are
closed for refitting and Jerry was forces to reduce operating cost and same time it unable to
manage the quality of hospital. Due to this reason Hospital suffer from losses.
Mayfield hospital needs to focus on different operational areas of Hospital that are
Human resources and Job design, managing quality and supply chain management
(Mohammadi, Soleymani and Mozafari, 2014). It helps in recovery the challenges and
problems faced in operation management. Apart from this human resources department is
facing issues related to the highly skilled staff member there are many key supervisor staff

who are retired or left the company. Human resources department is a organization
department which is charged with finding, recruiting and training the job applicants
Human resources department need to recruit experiences staff member so that it can
reduce the complaint of patients.
For this purpose, HR can provide training and development facility to its new
employee and existing employees so that they can understand their work and can perform it
well. Along with this it can formulate new policy for the benefit and welfare of employees, so
that it can retain them for longer time. HR can introduce new incentive scheme so that
employee work in effective manner for incentive. Patient in hospital facing problem related to
quality of food which they serve daily. Reason behind this problem is that employee is no
getting high quality raw material. For this manager needs to focus on quality of raw material
provided to them so that staff can serve high quality food to its patient.
In addition to this, Mayfield manager can apply total quality management problem so
that it can easily resolve all issues which are faced by the staff and patient of Mayfield
Hospital. Total quality management is known as continuous effort by the management and
employee so that it can make sure the long-term customer loyalty and satisfaction (Zhang,
Shah and Papageorgiou, 2013). If Mayfield hospital wants to successfully implement the
TQM model, then it need to focus on its basic element. Training which is very important for
the organisation which help in increasing the productivity.
If employee are well trained they can provide high quality services to its patient. In
training employee ability to work in team and their interpersonal skill can be improved. It
helps in making staff member effective so that they can satisfy the needs of patient. Another
element is communication which is very important between patient and staff member. If
employee not communicate clearly with its patient it may disappoint them. Along with this in
Mayfield Hospital different type of patient came whose language are different which create
difficulty some time for employee in understanding whatever they speak.
So, the common language English must be known by all employees so that they can
clearly communicate with patient and client. Apart from this there must be formal
communication between different departments so that no miscommunications take place. The
third element of total quality management is basic ethic in which mean that professional code
and procedure which are part of firm must be implement within the hospital. In the total
quality management model, it includes the quality performance, managing outcomes and

improving process (Nepal and Chotiyaputta, 2016). It is not necessary that two hospitals have
same total quality management implementation.
For example, Arnold Palmer Hospital implements the ISO (The international
organization for standardization) quality management standard. ISO help in fulfilling the
quality requirement of customer and help in increasing customer satisfaction While Mayfield
hospital focus on understanding the need and of patient. In this total quality management
focus on the process that is regularly collecting, analysing and work on information given by
customer. In this it can also focus on understanding its competitor customer. The TQM help
firm in understanding needs of service user and on basis of it can predict the future consumer
behavior. It can also develop cost control process in which is stable and capable for fulfilling
the need and want of patient on time.
Manager of hospital can take feedback from its patient and make improvement. In
hospital services user not getting proper services (Goetsch and Davis, 2014). Nurses station is
far from the patient room so manager need to make changes in layout. At the time of
rescission, it can shift the nurse department near to the patient rooms at Mayfield hospital. As
per the total management quality model, it is necessary for the manager to properly plan and
implement. Along with this based on feedback operational manager can formulate effective
strategies for delivering high quality services, so that customer need can be satisfied.
Strategies which are formulated and help in improving the quality of services and
help in evaluating and reviewing it from time to time (Kavousi‐Fard, Niknam, and Baziar,
2015). In addition to this continuously improvement and modification made in the process on
the basis of customer expectation help in increasing overall profitability of hospital.
Whenever patient complaint they need to make improvement on time so that customer may
not get dissatisfy.
TQM tools are control chart, histogram and check sheet. Further in control chart graphs used
for studying the way process changes over time. On the other hand, histogram is most
commonly used graph which shows frequency distribution. Mayfield hospital is facing
problem related to the cleaning staff. Patient complaint that rooms are not clean which may
lead to increase the risk of cross infection and this issue is face by both medical staff and
patient. Along with this cleaning staff complaint that they are not given enough time for
cleaning the room before the next patient take the room. There is some patient who complains
that they were getting late response from the staff member. The operation managing process
helps in continuous improvement in the system of hospital so that issue of staff member can
be resolved on time (Goetsch and Davis, 2014).

For the operational process change there are some basic step which management of
the Mayfield hospital can improve based on complaint of customer and issue of staff
member. For this current process needs to be understand and drive the changes. There is new
technology which can be implemented in hospital so that all work in all departments can be
managed properly. Changes can be made based on feedback of customer. Along with ideas
and view can be taken from the employee because they know the issue of patient which they
are facing with them. For example, Arnold Palmer Hospital is regularly focused on
improving the process. Along with this the quality management for health care delivery
provides a framework to hospital for the continuous improvement and health care delivery.
The Mayfield private hospital can focus on continuous quality improvement model which
help in evaluating the current practices process and help in improving the system and process
so that desired result can be achieved. Thee continuous improvement model include some
strategies so that it can encourage team member and measure to improve health care services.
Per the continuous quality improvement, the structure involved the human,
technology, financial assets etc. for carrying out the whole process. This all play significant
role in improving the quality of work. If hospital have enough financial assets and human
resources then it can easily improve the process (Dale, 2015). Nowadays new technology is
introducing in the market which help in playing significant role in hospital that is it help in
managing the all record of employee and patient and help in managing all work on time.
Next step is process in this all the workflow, activities and task are planned so that
outcome can be achieved. The continuous quality improvements focus on clinical process of
Mayfield Hospital. Each activity in hospital is carried out so that all objective can be
achieved. Another step of quality improvement process is output in which in this need to
understand the problem of patient and communicate with them properly so that they not get
dissatisfied with their services.
Conclusion and recommendation: There are various hospitals that are managing care
provider and hospital system based on total quality improvement and continuous quality
improvement. Per the continuous quality improvement, the structure involved the human,
technology, financial assets etc for carrying out the whole process. It is recommended that
Total quality management tool need to apply in hospital for improving its financial condition
Fish bone diagram is also known as causes and effect diagram. It helps in categorizing
the potential causes of problem to identify its root causes. Further it also used in
brainstorming session so that proper focus can be keep on conversation at Mayfield hospital.

Goods and services can be design based on needs and wants of patient and employees
at Mayfield hospital. There is different way through which Mayfield can modify its product
and services so that it can increase the satisfaction level of its customer.
Another issue which are face by patient in the hospital is related to food which they
are serve in hospital is not of good quality. By focusing on this it is identified that raw
material which they get from supplier are not of good quality, so staff member unable to
prepare good quality meal for services users. The processes of planning, implementing and
controlling the operation of the supply chain is known as supply chain management. It is used
for satisfying the needs and wants of customer on time.
Along with this it aims is to continuous eye on operating and cost reduction and it
includes the logistic management activities. There are two objectives of keeper that is to
ensure that product is always available whenever required and to try that first objective is
fulfilled on time with the most cost effective way. In the hospital it is necessary that patient
safety is very important which is most challenging for the Mayfield hospital (Deihimi, Zahed
and Iravani, 2016). Along with this there is pressure on manager to reduce the operation costs
which become difficult because they not have enough staff member. The hospital can only
get high quality raw material if they pay high cost. There is also transport and ordering cost
which hospital need to may which make difficult for the hospital to manage the supply chain
management. It is necessary that whole system in hospital should be improved so that it can
deliver high quality services to its patient.
It is recommended if Mayfield company focus on improving quality of goods and
services then it can increase the satisfaction level of its patient and their health can be recover
in short period.
Triple bottom line is an accounting framework which incorporated three dimensions
of performance that is financial, environmental and social. In this bottom line is used for
profit or loss of Mayfield hospital. Therefore, company can gain environmental benefits if
focus on recycling the wastage. It is not easy to for firm to put triple bottom line in practices
for the measurement of social and ecological categories. Further it helps in measuring the
sustainability of business.
It is concluded that Triple bottom line help firm in measuring the social, financial and
environmental performance. It is recommended triple bottom line help in environmental
sustainability in the same terms. It is can reduce the amount of wastage which goes into
landfills. In environmental May filed hospital required to benefit the natural order as much as
possible or at least to do harm and minimize environmental impact. It can focus on keeping

its surrounding environment neat and clean which is benefited for its hospital as well as
services user. Further, Social benefit is the is that Mayfied hospital required to adopt fair and
beneficial practices toward the labor and the community where it conducts its business
activity. Apart from this, in financial profit in which economic value is created by the
organization after deducting the cost of all inputs in this it includes cost of the capital of
Mayfield hospital. For example, May filed hospital need to make sure that its any activity not
harm the enviroment, so it can easily make good reputation in market.
.
RECOMMENDATION
Mayfield hospital can provide training and development facility to its new and
existing employee so that it can deliver the best quality service to its services user. It is
recommended that it can introduce the incentive scheme policy or formulate policy for
benefit and welfare of employees. Further, it can focus on managing each department in
systematic manner so that proper communication can be done within hospital.
CONCLUSION
From the above report, it can be concluded that there is different type of problem is
faced by Mayfield hospital. It enables to retain experienced employee for longer time for this
purpose it nee to introduce new incentive scheme so that it can easily retain them for longer
period. There is main problem related to operation management take place which need to
solve on time so that patient get satisfied and firm can reduce the cost of operation
management.
The total quality management helps in improving the whole process of hospital and
help in identifying problem which is faced by patient and employees. Further it is concluded
that hospital need to focus on improving the quality of its goods and services it helps in
increasing the satisfaction level of its patient. Along with this it also helps making good
position in market. Triple bottom line is used for profit or loss of Mayfield hospital. New
technology is introducing in the market which help in playing significant role in hospital that

is it help in managing the all record of employee and patient and help in managing all work
on time
TQM – definition with references
- Linked to the Case study and how it can benefits from TQM
- Exemples from another hospitals where this works
HR and Job design –
- definition with references
- Linked to the Case study and how it can benefits from TQM
- Exemples from another hospitals where this works
Design of goods and services:
- definition with references
- Linked to the Case study and how it can benefits from TQM
- Exemples from another hospitals where this works
- All pictures and diagrams in Apendix

REFERENCES
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Mehta, N., Verma, P. and Seth, N., 2014. Total quality management implementation in
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Online
Mayfield hospital. 2016. [Online]. Available through: <http://www.hospitalby.co.uk/united-
kingdom-hospital/mayfield-2877-hospital/>. [Accessed on 31st March 2017].

Appendix
Illustration 1: TQM MODEL
Illustration 2: Continuous quality improvement