Marigold Nursing Home: Operations Management Report and Analysis

This report provides a comprehensive analysis of the operations management at Marigold Nursing Home, a privately owned nursing home in Sunderland, UK. It begins by defining operations management and its importance, followed by an examination of the different characteristics of operations management, including the 4Vs model (Volume, Variety, Variation, and Visibility) and their impact on the care home's operations. The report then presents and evaluates the five performance objectives (Quality, Speed, Dependability, Flexibility, and Cost) as applied to Marigold Nursing Home, highlighting how these objectives contribute to customer satisfaction and overall business success. A comparison and contrast between Marigold Nursing Home and Care Home UK is provided, identifying similarities and differences in their operational processes and service offerings. The report also includes a competitor analysis, followed by recommendations for improving operational performance at Marigold Nursing Home. The conclusion summarizes the key findings and insights presented throughout the report.

OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Different Characteristics of Operations Management.............................................................1
2.Presenting the 5 performance objectives for Marigold Nursing Home...................................3
3.Compare and Contrast the process of Marigold Nursing Home and Care Home UK.............4
4. Competitors Analysis between Marigold Nursing Home and Care Home.............................5
5. Recommendations for bringing improvement in operation performance for Marigold
Nursing Home.............................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Operations management is very important for the success of the company. It is concerned
with creating the services and products. It is also concerned with planning, organizing and
supervising related to production, manufacturing or the provision of services (Slack and
Brandon-Jones, 2018). As such, it is delivery focused and make sure that a company successfully
turns inputs to outputs in an efficient manner. In earlier time, organisation does not give any
importance to operations management but now companies have understood the significance of
operations management.
In this present report, Marigold Nursing Home is being chosen for assessment. It is
privately owned nursing homes which is register for maximum 34 service users. It is located in
Sunderland's Grange-town Area UK. This report will present the different characteristics of
Operation management. The report also discusses about the five performance objectives applied
to Marigold Nursing Home. Competitors analysis will between two nursing homes will also be
discussed. Final recommendations will also be provided in this assignment.
MAIN BODY
1. Different Characteristics of Operations Management.

Operations management is the activity of managing the resources that produce as well as
deliver products and services (Four V Model, 2017). It is very important part of the company that
is responsible for all the activities. Each and every companies have their operations functions
because all companies tends to manufacture some kind of products and services. The operation
management of Marigold Nursing Home is very effective and efficient. The manager of
operations department is managing all their roles and responsibilities in dedicated way. They are
managing all the resources that compose the operations functions of Marigold Nursing Home
(Karlsson, 2016). The main function of operations management is to deliver the best services to
patients and it can only be possible if the resources within organisation is managed in a distinct
way. Marigold Nursing Home do not have huge operations as it has small operation but still it is
very important to manage the entire operations functions within organisation. It is because, size
does not matter in delivery of products and services to end users. Thus, either small, medium or
bid, operations management is very important for effectively delivery of services and products.
Il
lustration 1: Four V Model
(Source: Four V Model, 2017)

In Marigold Care Homes, there are various challenges faced because of constant changes in the
business environment. The impact of 4V's are explained in business operations in care home.
There are four elements in 4V';s model which are as follows-
Volume- In the process of operations management, volume determines the amount of
products and services which are needed to satisfy or meet the level of demand. It is fact that the
level of demand will increase if there is high volume. It is due to different activities of functions
performed by staff members of company Home are specific to their job role and it means the
process of operation is repeated in nature (Silva, Viagi and Giacaglia, 2018). On the other hand,
if the volume is low it implies that one or more performance of employees functions within the
workplace environment. For instance, the Marigold Nursing Home with high volume that raises
needs from users of the services and it is due to the allocation of internal staff to manage their
operations.
Variety- There are many organisations that offers variety of products and services to the
customers. The entire process of operations produces by company affects the flexibility that how
the products and services reached to the end users. Variety means integration as well as diversity
of customer's and it affects the organisation's management as how they will fulfil and satisfy the
demands and expectation of customers. However, it is very complex, difficult and flexible but it
is costly to manage variety of products and services whereas if variety is low it will influence
low cost that defined effective as well as routine standard. Marigold Nursing Home, the
operation is flexible but it is very complex as they are offering variety of services to customers
such as Palliative Care, Unit of Separate Dementia Care, Respite Care and General practice is
needed (Abad, 2015). In addition to this, some other services like medication monitoring system,
risk assessment, infection control etc.
Variation- It ascertains how the operations of business satisfies the demands of
customers. Marigold Nursing Home is a health care setting, thus, there is no seasonal factors.
The demand of rooms and services remains to be constant (Sánchez-Martínez, Wilson and
Koutsopoulos, 2017). But when there is viral or any disease spreading the entire society, at that
time the demand of beds or care services increases.
Visibility- It is somewhat a different as well as complex element of operations to ideate.
It means how much the activities of operations is exposed to their customers. The level of
customer satisfaction tends to be high when customers can physically sense as well as make

decision of the products and services (Abad, 2015). The operational activities, quality and
service users with high purchasing power will be influenced if the visibility is high.
2. Presenting the 5 performance objectives for Marigold Nursing Home.
In operational management system, the company has to achieve the customer satisfaction
in order to make profit for Marigold Nursing Home. In order to achieve the target of the
company, it is quite necessary for every business to evaluate the 5 performance objective for
operational management such as quality, speed, dependability, flexibility and cost in order to
raise the production level of a firm (Sánchez-Martínez, Wilson and Koutsopoulos, 2017). These
operational performance objectives help a firm to improve the overall performance in order to
meet out its corporate strategy. This will further help to meet out the needs of their customers by
providing the best products or services and Marigold Nursing Home is done the same. Quoted
firm 5 performance objectives are as mentioned below:
Illustration 2: Five Performance Objectives
(Source: Five Performance Objectives, 2018)

Quality: It is the primary objectives for all users because they want the best quality of
products with reasonable rates. For Marigold Nursing Home's user quality means everything and
that is why company comply with its first objective and provide best services to their users and it
further includes entire services which is related to internal care worker and also provide or
support their customers so that they will easily manage their own daily livings. On the other side,
it is the concern of managers that they have to provide healthy and fresh food because quality has
actually caused dependability and if the user get the best output then it automatically enhances
their production level that directly affects the profit as well as sales (Cooper, Lee and Farrell,
2014). Therefore, it is quite required for Marigold Nursing Home to provide the best quality of
services to their customers.
Speed: It refers that how the company quickly deliver the services to their customers and
also generates the sales. So that it also reduces the chances of risk when they required any
medical treatment from Marigold Nursing Home. Moreover, it has been analysed that the team of
a quoted firm work together and also provide the best medical attention to their patients when
they required. Apart from this, it has been analysed that Marigold Nursing Home also provide 24
hours’ services and also organized free camp in order to provide proper medication to their
customers (Chromjakova, 2016). Even anything which their care workers required is also
delivered on time which shows that the system has fast speed in order to reach bulk mass of
customers with least time.
Dependability: This objective is actually depended upon the company such that when it
comes to deliver the products timely to their customers with planned prices as well as cost and if
these provided services are depended upon the services then it means that Marigold Nursing
Home is dependable. On the other side, in the quoted firm have fire risk assessment, all the
health and safety, different water hygienic checks and plan for evaluation in order to meet out the
needs of their customers at time. Beside this, this stage also involves internal staff such as staff
members, stakeholders, managers should also commit with operational management system of a
firm.
Flexibility: It means that how the system actually response to their customer's needs and
take strict action against it (Gilbert and Doran, 2018). Apart from this, the system should also
bring all new products as per the time changes in order to meet out the demands of their

customers. As Marigold Nursing home is able to produce different quality of products with its
operations to meet market conditions.
Cost: It means Marigold Nursing home provide the best product at low rate by
maintaining high quality of products such that it have effective suppliers who provide direct food
products and the agency staff is also not expensive and cost effective which shows that Marigold
Nursing Home did not have any extra expenses and saves money for its future development
(Five Performance Objectives, 2018).
3. Compare and Contrast the process of Marigold Nursing Home and Care Home UK.
Marigold Nursing Home a care home with nursing and it is registered for 34 service users
whereas Nursing Home is also a nursing homes with nursing as well as residential homes which
becomes care homes. Both Marigold Nursing Home and Nursing Home provides
accommodations, 24 hours’ supervision from staff, meals and help with personal needs but Care
Home also have registered nurses on duty at all times.
Similarities among Care Homes and Marigold Nursing Home
In Care Homes, there are qualified, skilled and experienced care workers and senior staff
and others as well as managers to manage operations. In health and social care, registered
manager must be skilled, knowledgeable and experienced with present fundamentals of care
quality commissions. The operation managers are registered in Marigold Nursing Homes as they
are abided by all fundamental of care quality commissions.
The monitoring and controlling system is required in both Care homes and Marigold
Nursing Home (Tkachenko and et.al., 2017). It is very important that all proper services and care
should be provided to the service users.
Both Care Homes and Marigold Nursing Home focuses on social well-being and society
welfare. Both use best tool for promoting better health care to the people living in the society.
Marigold Nursing Home promote better health in the society.
Difference between Marigold Nursing Home and Care Home
In Marigold Nursing Home, the staff members are highly skilled, qualified and
knowledgeable as they allowed only resisted care staff and managers. On the other hand, in Care
Homes there is need of qualified, skilled and knowledgable but registration and experience is not
compulsory needed. Similarly, in terms of operations and others managers, In Marigold Nursing
Home, there are registered managers whereas in Care Homes no need of registered managers.

In Care Homes staff provide 24 hours’ services to the care users and staff will be
qualified care assistant with national Vocational Qualification NVQs whereas in Marigold
Nursing Home provide day to day care by qualified nurses and practitioners.
Marigold Nursing Home is well equipped and outfitted with special beds and advance
machines, technologies that is very helpful for care users or patients. There is also a balancing
machines which are very useful for the handicap people. On the other hand, Care Homes are less
equipped with all these facilities.
In Care Homes, staff members used to provide all types of services same as residents
such as washing, drinking, eating, toileting etc. to care users but in Marigold Nursing Home
these types of services are not provided to the service users.
In Care Homes the services like in injections, complex dressings are required they used to
called nurses for carrying this task. On the other hand, in Marigold Nursing Home, all types of
critical and General services are provided to care users.
In Marigold Nursing Home, they provide care from specialist as well as support for
people who have been diagnosed with insanity and whose needs cannot be met in a simple care
home. On other hand, Care Homes it not provides such services (Celis and et.al., 2015).
4. Competitors Analysis between Marigold Nursing Home and Care Home.
Competitors analysis is the assessment of strength and weaknesses of current as well as
potential competitors. The aim of competitor’s analysis is to establish the strength and
weaknesses of rivalry within care setting. This analysis is very useful for Marigold Nursing
Home in order to accomplish the competitive benefits in the market place.
SWOT analysis is one of the best tool to analyse the internal and external environment of
an organisation and this helps in achieving the competitive benefits in the market.
SWOT Analysis of Marigold Nursing Home
STRENGTH
 The nurses and staff members are
skilled, qualified and experienced.
 Full and well equipped with beds,
machines, tolls and others facilities.
 Emergency Services are also available
with efficient staff members.
OPPORTUNITIES
 Marigold Nursing Home can provide
services of convenience.
 Social media promotion for more
development and growth of care centre.
 Spreading awareness by organizing

 24 hours visit of Doctors and
physicians.
 They are providing creative services.
 Involvement of local charities for
funding and other helps (Sánchez-
Martínez, Koutsopoulos and Wilson,
2016).
 Staff member have good
communication skills.
 Optimum utilisation of resources.
 24/7 support and services are available.
 Flexible and routine system.
 Good and discipline environment.
 Quality of services.
 Access to the needs of medical for care
users via nurses and doctors.
healthcare programmes.
WEAKNESSES
 Lack of empathetic human care.
 In weekly holidays and some
festivals, it has been noticed that
nurses and practitioners are not
available to meet the needs of
patients.
 The role of staff members are not
THREAT
 High Competition.
 Perception of customers.
 Over-reliance risk of technology.
 Patients information security issue.
 High risk of any litigation (Koch and
et.al., 2014).

cleared.
 Lack of some machines like
Sonography, ECG etc.
 Report of Care Quality Commission.
SWOT Analysis of Care Homes UK
STRENGTH
 Volunteer Support.
 24/7 Support.
 All types of residential services like
washing, drinking, eating, toileting etc.
 Time consuming in accomplishing
operational aims and objectives (Abad,
2015).
 Local as well as Creative approach.
 Skilled and knowledgable staff
members.
 Social support to care users.
OPPORTUNITIES
 Care Homes can provide services of
convenience.
 Can develop the initial location of Care
Home to 100 percent occupancy.
 Hiring of experienced staff members.
 Can take government help or subsidies.
 Social media promotion for more
development and growth of care homes
(Campbell, Gutierrez and Lancelott,
2017).
 Spreading awareness by organizing
healthcare programmes in the society.
WEAKNESSES
 Lack of experienced staff members.
 Insanity cases, complex dressing are
not handle by staff members.
THREAT
 High competition.
 Customer perception.
 Lack of fund and resources.

5. Recommendations for bringing improvement in operation performance for Marigold Nursing
Home
Marigold Nursing Home is working with its good pace but still it is very important to
bring some improvement so that the above weaknesses can be overcome and arrangements for
predictable threats can be made with efficiency.
Here are some recommendations for Marigold Nursing Home are-
Marigold should use Key Performance Indicators- It is very effective tool for
company to check the performance of success of organisation. With the help of this tool
Marigold Nursing Home can measure the vale that demonstrate effectively how a company is
executing key business objectives (Hussin, 2014). They should use KPI at multiple levels in
order to measure their success at reaching targets. It also strengthens the moral of employees as
well as it foster growth. Thus, with the help of this tool, Marigold Nursing Home can bring
improvement in operation performance.
Gap Analysis- It is also one of the best method to assess the variations in the
performance between the information system of business to determine whether business
requirements are being met. If it is not met that what steps should be taken to make sure they are
met successfully or not (Bhadouriya and Baghel, 2014). Marigold Nursing Home should also
conduct gap analysis in order to reach the specific target gaols.
Control and Feedback in Operation- This is very important and also one of the best
way to bring improvement in the operation performance. Stakeholders such as health
professionals, Care Quality Commission, suppliers, volunteers as well as care users feedbacks
influenced the operation of Marigold Nursing Home. They should encourage stakeholders and
care users to put complains and suggestion in complex and suggestion so that Marigold Nursing
Homes can bring improvement and resolve the issues of care users and stakeholders (Kraak and
Paterson, 2016). It is very important that the policy of complain should be communicated
effectively so that gap can be recovered.
Marigold Nursing Home should use Total Quality Management (TQM) approach-
This is also one of the best approach that Marigold should adopt in order to bring improvement
in the services and make it quality efficient services (Alserhan, 2017). The expectation of
stakeholders as well as for care users, this approach will meet the expectation and needs them in
very delegate manner.