Improving Service Delivery at Novena Medical Centre

OPERATIONS 1
TOTAL QUALITY MANAGEMENT
Name of student
Name of institution
Name of instructor
Course code
Date

OPERATIONS 2
Section A: Question 1
(a) Novena medical centre
Novena is a leading medical Centre in Singapore that prides in offering high-quality
health services ("One of the Leading Clinics | Novena Medical Center Singapore", 2019).
Novena competes with private and public hospitals in Singapore such as John Hopkins, National
Neuroscience Institute and national skin cancer centre ("One of the Leading Clinics | Novena
Medical Center Singapore", 2019). Novena offers a range of health services including surgery,
blood tests, respiratory treatments, therapies, medical advice, X-rays and general medical
services. The hospital has assembled a team of highly trained and experienced employees to
deliver services to the customers. Moreover, the hospital has installed adequate capacities such
as surgery equipment, adequate nurses and doctors, recovery rooms, beds and ambulances.
Novena has executed many successful surgeries on patients, which has led to customer
trust and loyalty. Additionally, the ability to open up many branches within the country has
increased customer access to the hospital. Furthermore, to improve service delivery the hospital
has partnered with Universities and research institutions to assist in acquiring the best technology
("One of the Leading Clinics | Novena Medical Center Singapore", 2019). The technology has
led to various advances in the medical field such as the use of robotics in surgery. On the other
hand, the universities allow the hospital to acquire the best medical students for training and
recruitment. Therefore, Novena has successfully assembled a team of highly trained doctors,
nurses and other support staff.
(b) The key customers, suppliers and competitors
The main customers at Novena medical centre include both children and adults. The
children visit the pediatric centre while the adults visit the general medical centre. The customers
visit different hospital departments depending on the health issue diagnosed by highly trained

OPERATIONS 3
nurses. Additionally, the customers have a difference according to the mode of payment. The
differences entail public and private customers. Private customers include business persons and
people working in private companies and non-governmental organizations. On the other hand,
public customers include government employees and officials. The government pays for the
public customers’ health bills ("One of the Leading Clinics | Novena Medical Center Singapore",
2019).
Novena relies on suppliers such as Scanmed to deliver medical equipment such as X-ray
machines and other necessary surgery tools. Scanmed has signed a long-term contract with
Novena to supply high-quality health equipment. The supplier has the duty to supply products in
time to avoid shortage and delays in patients’ diagnosis and surgery.
Moreover, Novena medical centre faces competition from various players in the medical
field. The players include the John Hopkins, National neuroscience institute and the National
skin cancer centre ("One of the Leading Clinics | Novena Medical Center Singapore", 2019).
Additionally, the hospital also faces competition from government hospitals that offer subsidized
services. The medical industry has encountered an increase in competition over time especially
with the current technological breakthroughs in medicine. Novena has to ensure that the
customers get high-quality services to ensure survival in the long-term. Therefore, Novena has
taken various steps towards customer satisfaction such as charging affordably for high-quality
services. The move has enabled the hospital to compete with government hospitals that offer
similar prices at reduced prices. Likewise, Novena has engaged in extensive medical research to
come up with better medicines. For example, the company has developed new technology to deal
with cancer, which has attracted a large number of customers thus beating the competition.
(c)

OPERATIONS 4
S/N Statement 5 4 3 2 1 Justification
on the
rating
assigned
Countermeasure
s
1 Leadership:
Senior leaders have
developed a clear vision
and mission, which are
clearly communicated to its
stakeholders.
* Novena
employees
understand
the
objectives
and work
towards the
achievement.
Novena should
increase
surbordinate
employees’
engagement in the
development of
strategies.
2. Strategy:
The organisation develops
strategies to achieve
organisational goals.
* Novena has
set the goal
of becoming
the number
one medical
centre in the
country. To
achieve the
goal, Novena
invests in
research and
development
to ensure
customer
satisfaction.
The organization
does not monitor
and evaluate the
strategy, which
could cause
failure.
3. People
The organisation
develops and aligns
Human Resources plans
to achieve organisational
goals.
* Novena
constantly
trains
employees to
equip with
current
medical
knowledge.
Novena should
increase
employee pay to
ensure motivation
towards the
achievement of
objectives.
4. Knowledge
The organisation uses
benchmarking to improve
organisational
performance.
* The
organization
sends
representativ
es to
different
countries
such as the
USA,
Germany and
China to
Novena should
ensure the
implementation
of knowledge
gained from the
benchmarking
activities.