Managing Quality and Managing People in Operation and Supply Chain

This report provides an overview of managing quality and managing people in operation and supply chain in the context of Queens Hospital. It discusses the quality management theory, operation management, and supply chain management. The report also offers recommendations for performance improvement in the hospital.

Managing Quality and
Managing People in
operation and supply chain
Table of Contents

INTRODUCTION.................................................................................................................................3
MAIN BODY........................................................................................................................................3
Company overview............................................................................................................................3
Quality management theory...............................................................................................................4
Operation management and supply chain management.....................................................................6
Recommendation on performance improvement of business.............................................................8
CONCLUSION.....................................................................................................................................9
REFERENCES....................................................................................................................................10

INTRODUCTION
Quality management is defined a process to ensure optimum level of quality in
catering products and services of company. This report is based on the case study of Queens
Hospital. Organisation was established in the year 2006 (Al-Maamari and et.al., 2017).
Queens Hospital is affiliated with the American University of the Caribbean. Care system of
the Queen Hospital is identified as the National Health Service. The hospital is located in
Romford London, United Kingdom. Henceforth, report will initiate by over viewing the
organisation. This report will overlook on the quality management theories applicable on the
hospital. Different aspects related to the quality management in the Queens Hospital will be
analysed. Different practices applicable in Queens Hospital Romford to ensure the best level
of quality in its services will be briefly assessed in this report. This report will also give a
brief overview in respect to the practices of operations applicable on the Queens Hospital
Romford. Operation management theory will be discussed briefly in this report. Furthermore,
report will also conduct the brief analysis in respect to supply chain management system
applicable in the Queens Hospital Romford. On the basis of different analysis in respect to
the quality management, operation management and supply chain management a precise
recommendation will also summarised. Recommendation will be provided in respect to the
following approached that can guide the hospital management to improve the level of
customer satisfaction from the hospitality services.
MAIN BODY
Company overview
Queens Hospital is established in Romford London, United Kingdom. Hospital
initiate its operational functions in the year 2006 (Bakotić and Rogošić, 2017). Hospital
management conducted its operational functions based on the national care system. Queens
Hospital is affiliated with the American University of the Caribbean Barts and The London
School of Medicine and Dentistry. Queens Hospital was procured under the private finance
initiative contact in order to replace Harold Wood Hospital, Oldchurch Hospital, Rush Green
Hospital and St George’s Hospital, Havering in the year 2004. Jonathan Bailey was the
architecture of the Queens Hospital Romford. The hospital was built by Bovis Lend Lease at
a total investment of £312 million. Construction of the Queens Hospital was completed in the
year 2006 which also drives to initiating the professional hospitality services by the hospital
management. Queens Hospital is engaged with different health care services which involves

diagnostic treatment, hyper actue stroke unit, birthing centre, renal dialysis unit and along
with all such services Queens Hospital also involved in catering specialist neuroscience
centre. Queen Hospital also consist up an accident emergency department to cure all such
people could suffer from accidents. Queen Hospital facilitates its professional heath care
services by catering 939 beds to all its patients.
Quality management theory
Management of the Queens Hospital focuses to apply the theory of Total Quality
Management to ensure the optimum level of quality from the health care services. Theory of
total quality management is work on the basis of the following factors.
Customer focused: Aim of the quality management process is to ensure the best level of
professional services to achieve the highest level of customer satisfaction. Management of the
Queens Hospital emphasis over customer focus in order to implement the quality
management in the hospital (Bazmohammadi and et.al., 2018). Satisfaction of customers is
totally depends upon how effectively the hospital organisation is capable to meet up the
expectations of the customers from the products and services. Management of the hospital
analysis all its services and implications of such services as a part of the quality management
process. Management analyse all health care services and also assess that how much the
customers and its family members are satisfied enough from the services and products
qualities of hospital. Entire quality management process is implementing based on the
customer focused approach.
Total employee involvement: Management of the Queens Hospital also involve its work
force and employees in implementing the quality management process in organisation.
Employee involvement in the quality management process play crucial role in improving the
significance of the quality management process. The objectives of the quality management
are to sustain or improve the qualities of the services catered by hospital in order to achieve
the highest level of customer satisfaction. In such a process to achieve the highest level of
customer satisfaction it is crucial that hospital management facilitate patients and its family
members with all services (Jyoti, Kour and Sharma, 2017). Employee involvement in the
quality management process enables hospital management to identify all changing needs and
demand as of the customers. Employees also provide brief about the effectiveness of
approaches used to deliver services. Wirth the support of employee’s management of the
Queens Hospital analysis the possible development in its work practices that can also

improve the level of efficiency from the different health care services hospital in engaged
with.
Process cantered: Total quality management theory drives the management of the Queens
Hospital to make the quality management process to be process centred. Quality management
is the long process especially in case of Queens Hospital which is involved in plenty of health
care services so the entire process is time consuming to ensure quality at all level of services
delivering process. Quality management is a process which involves identifying the process
to deliver services and identify all possible ways to improve the services. The whole process
involves segregating the entire process of quality management into different stages and
processes. Process centred approach of total quality management enables management of the
Queens Hospital to analysis all possible scope of development in health care services.
Integrated system: The entire process of total quality management is integrates in nature.
The Queens Hospital is involved in multiple health care services so the organisation
hierarchy of the Queens Hospital is segregated into multiple departments based on the
operational functions (Li and et.al., 2018). Total quality management enables management to
interconnect all such functional departments in order to achieve the highest level of
development from the total quality management process. Interconnected department
effectively improves the connectivity which enables hospital management to achieve the
highest level of advantages from the quality management process.
Strategic and systematic approach: Queens Hospital management implement the quality
management process in a systematic manner with the support of the theory of total quality
management. As the Queens Hospital is involved in multiple heaths care services this theory
enables management to frame suitable strategies for each process and services. Strategic and
systematic approaches enable hospital management to review all services in detailed manner.
Strategies are framed on the basis of the nature of the hearth care products and services
hospital is involved with. This also give scope t improve individual stages involves in
delivering the health care services.
Continual improvement: Total quality management is the continuous process of quality
management which give scope to continuous improvement in the products and services.
Health care is among the most significant sector as it play huge role in improving the society.
As the concept of total quality management works on ensuring utmost quality at all level of

delivering services. Due to ensure utmost quality at all level this process provides
opportunities to improve quality on a continuous basis.
Fact based decision making: Total quality management theory drives management to take
decision on the basis of the facts. Fact based decision making involves analysing the situation
completely based on the practical implications. On the basis of the outcomes take appropriate
decision to improve the quality of a particular process. Many times small changes
implemented in total quality management process empower the outcomes of the entire
products and service qualities. Management of the Queens Hospital analysis the quality
improvement decision precisely and make decision in respect to total quality improvement of
the products and health care services organisation involved with.
Communications: Communication play key role in the entire process of total quality
management. Hospitality management needs to communicate at all stages involved in the
total quality management (Mitreva and et.al., 2016). All outcomes associated with all
individual process needs to be communicated with all employees and management. All
changes implemented in the organisation as a outcomes of the total quality management also
needs to communicate with all stakeholders of the Queens Hospital.
All the above stages involved in the total quality management approach implemented
in the Queens Hospital.
Operation management and supply chain management
Theories associated with the operation management and supply chain management of
the Queens Hospital can be summarised in the following manner.
Operation Management
Operation management play key role in operating functional activities of the Queens
Hospital efficiently. Management of the Queens Hospital implement service oriented
approaches for managing operations of hospital as the hospital is associated with service
sector. Hospital management implement different practices such as collaborative approach of
operations management. Collaborative approach involves forming collaborations in the
operational structure of the hospital. Collaborations are framed on the basis of the needs of
different functional roles of the hospital (Mitreva, Nikolov and Nikolova, 2016).
Collaborative working approaches are effective techniques to improve the work culture of the
hospital. This approach of operation management drives employees of Queens Hospital to

make bonding with employees associated with different departments and functional activities.
Teams form under collaborative partnership is sustained only for the limited time in order to
implement some specific functional activities in hospital.
Solving grievances of employees also a part of the operation management process of
the Queens Hospital. In each corporate or other organisation employees face isseus during the
operations of the organisation. In order to sustain the effective work culture in organisation it
is crucial role solve all such issues of employees (Neyestani and Juanzon, 2016).
Management of Queens Hospital follow the process to solve all issues of employees with the
support of employee grievance centre in the hospital. This centre deals with all issues of
employees. Solving issues of employees on a timely basis play huge role in improving
employee loyalty in respect to the organisation. This also drives hospital management to
sustain employees for longer time. Low employee turnover of the Queen Hospital indicates
the high employee satisfaction due to this approach of operation management.
Management of the Queens Hospital give huge emphasis on sustaining an effective
communication system as a part of the operation management. Communication play huge
role in each functional role of the Queens Hospital. Effective communication system enables
hospital management and staff to interact with co workers and employees of the hospital.
Communication system also enables employees of hospital to interact with doctors at any
time even in case of emergency services.
Supply Chain Management
Supply chain management is a crucial part of the operation management of the
Queens Hospital. Supply chain management system ensures timely availability of all essential
equipments and needs of the hospital. This also involves availability of all tablets involved in
the cure process of the patients. Management of the Queens Hospital implement the early
stage demand as a part of the approach of supply chain management. As the distributers take
specific time to deliver the needs of the hospital (Panda, Khan and Shaikh, 2019). Hospital
management caste all its order on the prior basis. Supply chain management of the hospital
also operate its functions on the prioritise bases. Prioritise allocation enables hospital
management to keep availability of all products and equipments of the hospital. Supply chain
management system of the Queens Hospital also works on the approach to minimise the
pipeline time. Pipeline time indicates the time taken in delivering the products and equipment

to the hospital by its suppliers. This is an effective approach to ensure the timely availability
of all products and equipments needed to facilitate all patients of hospital.
Recommendation on performance improvement of business
Management of the Queens Hospital can implement more effective quality
management system. Hospital management can improve the use of technology in operating
different functional activates of hospital. Use of information technology will also guide
hospital management to improve the advantages of the total quality management system in
the hospital. Technology will enables hospital management to evaluate and analyse all stages
involved ion catering operational functions more effectively. Quality management is an
effective tool to improve the brand value of the hospital as it directly influences the quality of
services hospital caters top ist customers (Parvadavardini, Vivek and Devadasan, 2016). Use
of information technology equipment will ensure best level of outcome of not just the total
quality management process but all of all operational functions of hospital. Advanced
information technology will also entitle hospital management to keep the data of patients in
more systematic and precise manner. Advanced information technology will also improve
connectivity between hospital staffs and doctors.
Hospital management can also use more effective operation management policies to
achieve the highest level of efficiency. It can involve more effective services like online
bookings of patients, collaborative practices with other organisations like hotels and
guestroom to deliver the entire package to patients in which the family members of patients
can stay bin such hotels and guest rooms. This will also improve the brand value of the
Queens Hospital. Hospital management can also improve the infrastructure of hospital by
ensuring luxury waiting areas in hospital. Supply chain management system of Queens
Hospital More delivery networks can be established with the support of strategic partnerships
with other corporate and delivery organisations. This will also resulted into more profitable
and timely availability of the products and services. This will also improve the profitability
and sales turnover of the hospital. As the Queens hospital will be able to make more
affordable treatment for its customers. Brand value play huge role in improving growth
potential of corporate organisation. Queens Hospital can channelize more effective and result
oriented promotional campaigns to promote the products and services of the hospital.
Marketing team of hospital can channelize its promotional campaigns at all effective
marketing channels like social media marketing which will also improve the reach of
marketing campaigns of the Queens Hospital. Marketing campaigns will also result into more

effective brad value of the Queens Hospital that will provide more opportunities to the
hospital to cater more number of potential customer bases. Hospital management can also
emphasis on improving the number of treatments by introducing more number of treatments
to cater more customers.
CONCLUSION
This report has concluded the detailed information about the Queens Hospital
London. Hospital is catering the hospitality services since the year 2006. Queens Hospital
management apply the approaches of total quality management to ensure the high level of
services of the hospital. Hospital management implement the approaches like customer focus,
total employee involvement, process centred, integrated system, strategic and systematic
approach, continual improvement, face based decision making and communication as a part
of quality management approaches. All such aspects involve in quality management system
of the Queens Hospital guides towards improving the highest level of service quality and also
to achieve the best customer satisfaction from services. This report also discuss the
approaches like maintaining effective work culture, solving timely employees issues to
achieve the highest level of operational efficiency from the technique of operation
management. All such techniques of operation management enable management of Queens
Hospital to achieve the highest level of operational efficacy from its operational functions.
Supply chain management system implement in Queens Hospital has also summarised in this
report.

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