Operational Department Management in Ramsay Hospital

The assignment provides a comprehensive analysis of operational department management in Ramsay Hospital, highlighting the importance of logistics process and service development. The report examines the challenges faced by the hospital, such as destruction of Ramsay Hospital services, staff minimum involvement, and exploitation of workforces. It also offers recommendations for improving the hospital's operations, including appointing skilled employees, using advanced technology, and promoting sustainability.

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Understanding
Operations, Logistics
and Supply Chain
Management

INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Introduction of Operation management and logistics.................................................................1
Introduction to company and chosen topics................................................................................1
New Service development and its theory....................................................................................2
Managing quality........................................................................................................................5
Triple Bottom Line......................................................................................................................6
Recommendations.......................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Supply chain management is all about maintaining proper flow of goods and services
which covers movement or storing raw materials, work-in-progress inventory as well as finish
goods from beginning point till point of consumption (Christopher, 2016). Ramsay UK
healthcare organization based on UK, founded by Australian Businessmen Paul Ramsay who
have established its parent organization Ramsay Health care in Sydney, Australia. Therefore, this
assignment is going to highlight the operation and logistics management of Ramsay hospital with
the help of distinct factors. Moreover, project will further cover two basic areas of managing
operations such as; New service Development with its theory and Managing quality. Along with
this, Triple Bottom Line will outline in the project as well as suitable suggestion for the hospital
by considering entire report.
MAIN BODY
Introduction of Operation management and logistics
Operation management is an appropriate administration of business practices for creating
maximum level of efficiency possible with an enterprise. Main objective of this department is to
covert raw materials into finished goods for maximizing the profit level of an association.
Basically, final products are designed and created by operational section with the help of several
necessary resources such as; labour force, land or building, plant and machinery henceforth. In
fact, this department of an association is liable for all the activities which are incurred while
design specific goods or services of an organization (Rushton, Croucher and Baker, 2014).
On the other hand, Logistics is a part of supply chain management which involves in
making plans, implementing and controlling efficient or appropriate and reverse flow of storage
products, services as well as associated information from beginning of designing product till
final consumption. This means, overall department is engaged in transferring end products to the
end users in order to meeting their needs and requirements as per their demand. Some of the
resources which are includes in logistics are; physical items like food, materials, animals,
equipment’s and liquids as well as few intangible items like time or information.
Introduction to company and chosen topics
Ramsay Health care organization was founded by Australian businessman Paul Ramsay
for providing hospital facilities to the desired patients. However, in almost 1964 it become one of
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the most grown up global hospital by operating almost 151 hospitals and offering surgery
facilities across Australia , United Kingdom, France, Indonesia and Malaysia. Mainly, in almost
2007, Capio was acquired by Ramsay Health care which considers as foremost purchase abroad
for the organization and succeeded in beating various other competitors. At that time, Capio was
considered as fourth largest hospitals amongst private operator in UK. In around 2017, turnover
of an association fell down from 4.8% as compared to 2016 which is down to around £208
million and that was blamed on NHS demand management strategies. Basically, this
organization is almost dependent on NHS work.
Furthermore, two topics which have been selected for this assignment are; New Service
Development and managing quality in order to understand the way of developing Ramsay
Hospital enhance their organizational services. Along with this, managing quality is going to
discussed for understanding the quality management of an organization with the help of certain
examples or theory. In fact, both the topics are playing very crucial role in operation and logistics
management of an organization such as; service development is requisite while offering final
services to the end users of Hospitals as well as qualitative product is very much indispensable
for Ramsay hospital in order to establish its positive goodwill at marketplace (Jacobs, Chase and
Lummus, 2014). Both the topics will explain with the help of appropriate theories and approach
by applying it on an enterprise.
New Service development and its theory
Developing services is really indispensable for success of UK hospitals in order to
facilitate end users with best facilities by fulfilling the needs of various patients. Ramsay
Hospital is one of the successful hospitals across the UK who always tries to come up unique
services for offering best facilities to their desired consumers. Their main objective is to design
distinct management strategies which are different from others in order to satisfy the needs of
consumers. New Service Development is a term which is used by an organization for enhancing
its current services in order to cope up with current changes or fluctuation in several external or
internal factors. Ramsay hospital is a well-known hospital by having a very positive goodwill at
marketplace is trying to change their organizational strategy as per current trends and consumer
demands (Flynn, Huo and Zhao, 2010). For example; emergence of various advanced
equipment’s helps hospital while treating patients whose are affected by dangerous health
disease. Hence, New Service Development is a term which means hospital wanted to improve
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their way of serving end users with the help of certain approach or theory of New Service
Development. For example systematic approach of NSD is one of the best approaches that might
use by an organization for improving their way of serving patients. However, an appropriate
process is followed by an organization for New Service Development which is discussed as
follows-
There are almost two basic types of service innovation one is; improvement of service for
incremental growth and coming with new growth idea or service idea which could become a new
development platform. Basically, an organization can develop their services in two distinct ways
such as; one is through NSD Process cycle and another with the help of Service Innovation
Process.
From the above diagrammatic representation, it has been analysed that development of
service is gone through suitable procedure in order to attain long term vision of an organization.
Thus, some of the stages which is discussed as follows-
 Formulation of New services objective/ strategy- It means, Ramsay Health Care centre
needs to come up with unique idea of serving consumers such as; now hospital wanted to
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use advanced equipment’s for facilitating their patients. For example; patients are using
online method for booking their appointment for coming dates which is really beneficial
for users in easily having connection with doctors and specialist.
 Idea Generation and screening- This stage shows that an organization have to come up
with best idea which make the service distinct from others by screening its advantages
and disadvantages. For example; idea of using modern method is very much beneficial
for Ramsay hospital in maintaining positive relationship with end users (Carter and Liane
Easton, 2011).
 Concept Development and testing- Now in this step an organization have to test the
product by giving it to the consumers for trial. This will help an association in knowing
the viewpoint of various users.
 Service design and testing- In this phase, an organization have to take the initiatives for
designing their appropriate services which means that; how Ramsay hospital can serve
their customers and test the effectiveness of entire process with the help of sample.
 Process and system design- Estimated result is used by an association for designing an
effective process for implementing the program such as; designing of official websites of
Ramsay hospital which is easily understand by consumers so that they apply for booking
appointment.
 Training personnel- Employees are playing a very crucial in accomplishing assigned
business activities as well as responsible for convincing final users towards newly
introduced programmes. Thus, it is essential to organize an outstanding training service
for the staff members so that they can aware about the advanced technology of serving
consumers in order to make them capable for attaining set targets (Mangan, Lalwani and
Lalwani, 2016).
 Marketing program design- Now it’s for introducing product into new marketplace for
informing consumers about the new service which is added by Ramsay hospital for
booking early appointment instantly without moving anywhere. Thus, members of
personnel can plays a major role in informing end users about the new service which is
offered by company.
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 Post introduction evaluation- At last, data which is accumulated about service is
viewed in order to make changes in delivery process of an organization, staffing or
marketing on the basis of actual offering to market response.
On the other hand, New Service Development process covers various other
characteristics which is discussed as follows-
 Must be objective so that company can direct their staff members towards corrective
path.
 Needs to be precise instead of vague.
 Fact driven in place of just opinion driven.
 Must be methodological not to be philosophical.
Technology as Innovation Driver- Advancement of technology are often based on
service innovation such as; Amazon which is built up a loyalty consumer base and get succeeded
in gaining competitive advantage for technology first mover. On the other hand, Apple in mobile
technology combined with application store which represent the platform for dozens of some
new services (Pettit, Fiksel and Croxton, 2010).
Managing quality
Management of quality is indispensable for Ramsay Hospital in order to establishing its
positive image at marketplace with the help of various approaches. Quality Management make
sure that an association product or services consistent. Mainly, it have four major components
such as; quality planning, quality assurance, quality control and improvement. Quality
management is concentrated not only product or service but also support in attaining set targets
by satisfying consumer needs and demands. However, main objective of managing quality is to
gain attention of end users by providing them outstanding services or products such as; Ramsay
hospital always tries to offer standardized medical facilities to their patients in order to enhance
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its business performance at marketplace. For example; hygienic environment, clean surrounding,
clean beds, on time food services, regular medical check-up and many more (Sarkis, Zhu and
Lai, 2011). However, TQM and Lean Production is two most suitable approach that is used by an
organization for managing their quality at workplace which is discussed as follows-
TQM- This approach is used by an organization for installing and making continuous
climate of improvement in order to enhance the capability of employees for providing products
and services on consumer demand. Main objective of this theory is to reduce the possibilities of
wastage by producing only that amount of goods which is required by end users. Hence, this will
help an association in controlling their heavy loss or extra expense which automatically influence
their profit level. It means, TQM is playing crucial role in Ramsay hospital by managing its
proper quality which helps an enterprise in attaining set targets by reducing unusual wastage.
Lean production: Healthcare organisation is regularly battling to sustain their business
operations more effectively. On the other hand, they used to aim on high quality patient care,
preventing infection and examine hospital security in the hospital. Lean hospital management is
primary base on insights from the lean management that is a concept which was popularised
from so many years. It is basically related with creating value without making any kind of waste.
All the activities that are included with the customer or patient values need to get expanded and
communicated in primary manner. It would results in proper and effective processes with strong
customer motive to get reliable hospital care services from the Ramsay Hospital. These basic
principles of lean management can also be taken into account to a specific situation of a hospital
or clinic therefore to needs of patients can be satisfied in proper manner (Wu and Pagell, 2011).
All the activities those are included from the patient point of views are essential to be taken into
account. Henceforth, Ramsay Hospital needs to identify their patient and explore their
requirements. In most of the hospitals, patient is considered as more obvious customers. The
coordination with internal patient group is more crucial to maintain the hospital as overall
functioning system of Ramsay Hospital.
Triple Bottom Line
It is known as accounting design that consists of social, financial and environmental
aspects within an organisation. Some of them is having adopted with this particular framework to
analyse the performance of Ramsay Hospital in large perspective in order to create greater value
to the company. Basically, a company bottom line is one of the income statements that can be
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represented with the use of net income. It is intended to advance the international aim of
sustainability in business practices under which the motive of companies is extended beyond
gains to consist of social and other environmental issues to determine the total interest of an
organisation. It has been seen that investment management wants to pursue the TBL must be
consciously consider in respects to the economic bottom line in making investing and business
decision more effective manner (Schönsleben, 2016).
In case of deploying income and other resources such as human workforces to any project
or investments which can either contribute to these goals on profit at the expenditure of one or
both of the other two at the same point of time. In some of the repercussion those are associated
with TBL in the name of gains that consists of destruction of Ramsay Hospital services, staffs
minimum involvement and exploitation of workforces in the hospital premises. Sustainability has
been always considered as primary goal of Ramsay Hospital, yet they are not being able to
measure the degree to which an organisation is being more sustainable growth is more difficult.
It has been also seen that interest among TBL accounting has been increase across for profit,
non-profit and other legal bodies. Many of the business and other industries are using these
techniques to determine their sustainability to analyse the overall performance at both internal as
well as external level within Ramsay Hospital.
Recommendations
Throughout the analysis, it has been understood that Ramsay Hospital is having number
of opportunities to develop their products and services by fulfilling the needs of desired users.
Thus, some of the major things which must followed by company is described as follows-
 Appoint skilled employees for developing them with proper training programmes in order
to promote them to deal with the patients in corrective manner as well as know how to
deal with complex situations.
 Use advanced technology for facilitating consumers and employees both while
performing their job role. For example; usage of modern tools aids staff members in
connecting with end users in a minimum time frame as well as easily maintain a positive
relationship with them.
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CONCLUSION
From the above report, it has been summarized that operational department of an
organization and its logistics process plays a very crucial in managing various business
operations by converting raw materials into finished goods as well as support in transferring final
product to the end users. In fact, entire project shows that service development of an organization
is really indispensable for the success of an association because this will help in gaining
competitive advantage. Hence, main objective of the assignment is to show the quality
management of products and service of an association is necessary for proper functioning of
operational department in order to attain set targets.
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REFERENCES
Books and Journals
Christopher, M., 2016. Logistics & supply chain management. Pearson UK.
Rushton, A., Croucher, P. and Baker, P., 2014. The handbook of logistics and distribution
management: Understanding the supply chain. Kogan Page Publishers.
Jacobs, F.R., Chase, R.B. and Lummus, R.R., 2014. Operations and supply chain
management (pp. 533-535). New York, NY: McGraw-Hill/Irwin.
Flynn, B.B., Huo, B. and Zhao, X., 2010. The impact of supply chain integration on
performance: A contingency and configuration approach. Journal of operations
management, 28(1), pp.58-71.
Carter, C.R. and Liane Easton, P., 2011. Sustainable supply chain management: evolution and
future directions. International journal of physical distribution & logistics
management, 41(1), pp.46-62.
Mangan, J., Lalwani, C. and Lalwani, C.L., 2016. Global logistics and supply chain
management. John Wiley & Sons.
Pettit, T.J., Fiksel, J. and Croxton, K.L., 2010. Ensuring supply chain resilience: development of
a conceptual framework. Journal of business logistics, 31(1), pp.1-21.
Sarkis, J., Zhu, Q. and Lai, K.H., 2011. An organizational theoretic review of green supply chain
management literature. International journal of production economics, 130(1), pp.1-15.
Wu, Z. and Pagell, M., 2011. Balancing priorities: Decision-making in sustainable supply chain
management. Journal of operations management, 29(6), pp.577-590.
Schönsleben, P., 2016. Integral logistics management: operations and supply chain management
within and across companies. CRC Press.
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