Service Operation Operations MANAGEMENT TABLE OF CONTENTS
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Added on 2020-01-23
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SERVICE OPERATIONS MANAGEMENT TABLE OF CONTENTS INTRODUCTION 3 TASK 13 1.Definition and explanation of the terminology and concepts used in the various quality processes in use in Milton Keynes Hospital3 2.Description of the characteristics of the different areas of Milton Keynes Hospital? Recommendations on how the organisation used should proceed in developing their quality processes to meet the evolving trends and issues in the Healthcare sector?9 CONCLUSION 10 REFERENCES 12 Illustration Index Illustration 1: EFQM Magazine model 7 Illustration 2: SERV
Service Operation Operations MANAGEMENT TABLE OF CONTENTS
Added on 2020-01-23
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SERVICE OPERATIONSMANAGEMENT
TABLE OF CONTENTSINTRODUCTION................................................................................................................................3TASK 1.................................................................................................................................................31.Definition and explanation of the terminology and concepts used in the various quality processes in use in Milton Keynes Hospital....................................................................................32.Description of the characteristics of the different areas of Milton Keynes Hospital?..................53. An analysis of the strengths and differences between the quality theories & models used in different areas of hospital sector?....................................................................................................74. Recommendations on how the organisation used should proceed in developing their quality processes to meet the evolving trends and issues in the Healthcare sector?....................................9CONCLUSION..................................................................................................................................10REFERENCES...................................................................................................................................12Illustration IndexIllustration 1: EFQM model.................................................................................................................7Illustration 2: SERVQUAL model........................................................................................................82
INTRODUCTIONService operation management involves system design for services. It includes operations,marketing and human resources in facilities management. The activities include process, design,layout and location, service quality and also manage capacity and demand ( Priya Datta andRoy,2011). There are various industries where a wide survey of healthcare, financial service,consulting, entertainment, hospitality, airlines, higher education and environmental services is usedto attain effective business results. There are various management techniques used to evaluateproductivity and operations efficiency services. Milton Keynes Hospital wasfounded in 1970, itscored the better quality of duty and use of different services. It is famous for high quality care,excellent services and multi-professional education and it is good for both service quality and betterutilization of resources. The vision of this hospital is that is provides quality healthcare services inthe region with the aim to deliver right treatment at the right time at right place while reducing thewaiting time (Peng and Lai, 2012.). 4,000 staff members are working in the Organisation. They willcontinue to develop effective services to improve pathways and packages of care and reducemedication errors as well. In this report, the terminology and concepts that are used in the variousquality process in the healthcare sector will be deployed and will analyse quality theories andmodels that are utilised in this area of the healthcare industry, various models used by theOrganisations will also be examined and evaluated in this report.TASK 1Definition and explanation of the terminology and concepts used in the various quality processes in use in Milton Keynes HospitalEvery sector has a different quality process that is used to improve service. Milton Keynes Hospitaluses quality processes in the healthcare sector to manage the quality of services, assure them afterservice delivery and control the quality standards in order to attain the needs and demands of thepatients in an effective manner.There are some models that help in improving the quality ofservices at each stage of quality process. These are EFQM model are mainly focus on improvementin quality of services by refining and reviewing the whole service quality process at each stage. Onthe other hand, TQM model check the total quality and make improvements if required so, it helpsan organisation to deliver high quality of products or services to its customers and satisfy more thanits expectation. Along with this, Kaizen quality model is a continuous approach that improves thequality and enhance production efficiency in the quality process with the competitive environment.It eliminate the wastage, minimising the cycle times and maintain daily routine that directly3
improves the quality in manufacturing process. It also improves little changes that enhanceproductivity and work is done in an effective manner on daily basis. GAP model helps inidentifying the gap that arise between actual and expected service quality at each stage that help inreduce the deviation in future that improves the total quality in whole process. In the quality processthere is 3 stage that help the firm to improve the quality and satisfy its customer by delivering highquality products are discussed below:-Quality Assurance- Quality Assurance includes various task and activities that make surethat products and services quality meet the customer demands in a reliable manner ( Tayur,Ganeshan and Magazine, 2012). Quality aspects in healthcare relate to the service standards andpatient needs to attain the Organisational objective in a well-defined manner. In the hospital sectormanaging the high quality of healthcare practices, is a challenging issue which relates to healthcarepractices. It includes quality control, quality improvement, medical audit, quality management andquality development. It aims at continuous improvement as per the healthcare standards. MiltonKeynes Hospital plays a great role in quality assurance. Different stakeholders of the Organisationare doctors who provide adequate healthcare to its patient to assure professional quality (Parry,Mills and Turner, 2010). They provide high-value health care services that meet specific needs ofthe patients and provide a healthy environment for the business (Zomerdijk and Voss, 2010.).Quality is maintained due to various reasons which involve increasing awareness about the health ofthe people, improved care, reduction in wastage, better team spirit, less staff conflict. This certainlyenhances job satisfaction, increased confidence in the clients and fewer customer complaints as wellas improved system and standardisation in procedures and better workmanship that give guaranteedquality.Quality control – Quality control can be done by testing in order to meet output of thebusiness, for this reason, various process and procedures are used. Quality control is a process thatensures that the service performed meets the customer satisfaction and requirement efficiently.Quality control process is controlled by collecting various information and thus demands toundertake corrective action are to be taken as well as repaired poor service without charge of fee toits customers. Milton Keynes Hospital uses various quality methods to control and minimise errorsthus enhancing efficiency and effectiveness of service outcomes ( Osborne, Radnor and Nasi,2013).The total quality is managed by examining total variability in the system and differentvariations which randomly detect the cause of error in the entire process and removes the same.Quality care puts its primary focus on increasing the value of healthcare products and services whilereducing the cost of wastage from the system. Set the system that evaluates various medicaltechnologies and services to improve the treatment and reduce unnecessary procedures. They also4
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