Managing Quality and Managing People in Operation and Supply Chain

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