Unit 10: Operational Management Skills for Healthcare Practice Report

This report delves into the intricacies of operational management within the National Health Service (NHS) in England, focusing on the roles and responsibilities of operational managers and the prioritization of leadership skills. It explores the importance of communication, interpersonal skills, and decision-making in healthcare settings. The report analyzes the competencies required for effective leadership and management, including strong communication and motivation skills. Various leadership theories, such as transformational, collaborative, and behavioral theories, are examined in the context of their application to healthcare work roles. The report also covers strategies for conflict resolution and team building, as well as the development of a plan for implementing change in healthcare practice. The potential impact of the plan on service provision and outcomes for individuals is evaluated, along with an assessment of the plan's effectiveness using different leadership and team-building models.

Unit 10 - Developing
Operational Management
Skills for Healthcare Practice
1

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
P1) Roles of Responsibilities of Operational Managers in NHS...........................................4
P2) Prioritisation of Different Personal Skills Used in Leadership Through Different
Operational Tasks in Healthcare Practise...............................................................................5
M1) Analysing Competencies Required in Developing Own Role as Leader and Operational
Manager in Health Care Practise............................................................................................6
D1) Evaluation of the Skills Required to be an Effective Manager and Leader....................6
P3) Describe Different Theories of Leadership in Terms of Application to Work Roles in
Healthcare Practise.................................................................................................................7
P4) Explaining How Theories can Support Aligning Style of Management to Different
Context in Health Care Practise.............................................................................................8
M2) Benefits of Application of Theories of Leadership to the Practical Operational
Management of Teams in Healthcare Settings.......................................................................8
P5) Use of Theoretical Models of Leadership For Developing and Managing Team in
Healthcare Practise.................................................................................................................9
P6) Different Strategies Used to Resolve Conflicts...............................................................9
M3) Analyse Theories Informing about Development of Teams and Managed to Promote
Positive Outcomes for Individuals in Different Contexts in Healthcare Practise................10
P7) Produce a plan to implement change in an area of provision in healthcare practise ....11
P8) Potential Impact of Plan on Service Provisions and Outcomes for Individuals in Health
and Social Care Practise.......................................................................................................14
M4) Potential Impact of Plan on Service Provision, Practise and Outcomes for Individuals in
Health Care Practise.............................................................................................................15
D2) Effectiveness of the Plan to Improve an Area of Provision Using Different Theories and
Models of Leadership and Team Building Related to Own Operational Skills...................15
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16
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INTRODUCTION
Operations Management refers to that process of management which is concerned with the
administration of different tasks which are performed in the working of an organisation. With the
help of this department of an organisation, the different tasks performed within the organisation
are conducted in a smooth and efficient way (Bratton and Gold, 2017). The company chosen for
the completion of this assignment is NHS (National Health Services) England which was
founded in the year 1948. The following company provides their customers with different
services related to their health improvement so as to make them to live a healthy and prosperous
life. This assignment will start with making its focus on different roles and responsibilities of
operational manager in healthcare practise along with the reasons of prioritising in leadership
through different operational tasks in health care practise. In addition to this, different theories of
leadership in terms of their work roles in healthcare along with explanation about how theories
can support management to different context in healthcare practise. Further, the focus will be
made on use of theoretical models of leadership to contribute towards the development and
management of a team in healthcare practise. Moreover, it will make its focus on different
strategies used to resolve conflict arising between individuals in different contexts in healthcare
practise. Lastly, the assignment will provide with the plan to implement in the area of change in
healthcare practise along with the potential impact of plan on service provisions and outcomes
for individuals in healthcare practise.
MAIN BODY
P1) Roles and Responsibilities of Operational Managers in NHS
The operational manager of the healthcare services industry deals with all functions of
emergency clinics. It is significant for health care industry to give effective services to
individuals to improving the picture of human services industry. The troughs of activity are
liable for controlling and organizing smooth running of all exercises of business. The managers
need to perform task in a successful way with the goal that all exercises are proficiently done by
the organization (Durkin and Gunn, 2016). At the point when all functions and exercises are
done in right way then medicinal services experts will have the option to accomplish wanted
objectives and targets in given time span. The various jobs and obligations of an operational
supervisor are recorded as under:
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Planning
The principle capacity of an operational manager is to make viable getting ready for
remembering that they are performing superior to their rivals. The principle capacity of
operational chief is to give great assistance to patients and fabricate picture and notoriety in
commercial centre.
Controlling
The operational managers need to control and examine the business circumstance and
watch out for various exercises of business. It is significant for operational supervisors to
examine various circumstances of business and perform job in a viable way. These chiefs should
realize how to deal with various market circumstances and make the best result for the
association. With regards to medicinal services industry, the operational supervisor should
realize how to function for improving the well-being of patients and give them great offices.
Budget review and cost management
The operational supervisors of the healthcare practice need to audit the spending which they have
in completing a few exercises for trying efforts to give great offices to patients. In setting of
social insurance industry, the operational chief need to oversee spending arranging and profit for
running business (Gallegos and Walker, 2016).
New Technology
Technology assumes a significant job in any business and if any healthcare practice
embraces innovation, it is useful for improving benefit of the healthcare practice. In setting of the
human services industry, it is significant for such associations to embrace new innovations and
execute them so as to give quality administrations to patients. The medicinal services industry
experience innovative work before actualizing any new system or strategy in the hierarchical
structure.
Training and development : This is related to major functions of human resource development.
Training is to make employees more competent. This is also helpful in a creation of a systematic
set up in which employees are given instructions and are taught technical knowledge which is
related with increasing the competence if employees.
Operational tasks : Operations are those which are related with administration tasks &
operations in the organisation. This is main part which plays a role in achievement of business
objectives.
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Recruitment : This is the function which marks the beginning of selection of employees in the
organisation. This is relate with what type of skills are required in the organisation, according to
that requirements hiring is done in organisation.
P2) Prioritisation of Different Personal Skills Used in Leadership Through Different Operational
Tasks in Healthcare Practise
There are different skills which are important for the growth and development of
healthcare organisations and also to make improvement in the overall level of working and ways
of providing services to their service users. The skills could be good communication skills,
interpersonal skills, creativity, decision making skills and many more with the help of which it is
possible to accomplish different tasks in healthcare practice in an effective manner. There are
different reasons due to which it is important prioritise different personal skills which are used in
leadership and better services are provided to individuals with their help. So, the description has
been provided as under:
 In critical situations or for avoiding mistakes, it is important that the colleagues or juniors
should know what the senior is communicating to them so that they could work according
to them instructions provided to them.
 With the help of these skills, it is possible for health care practitioners to deal good with
the critical situations in a calm way (Groves and et. al., 2016).
 These skills also help in making good decisions in harsh situations as well.
 It helps the health care practitioners to make themselves calm and patient.
Due to the above provided reasons it is important to prioritise different skills through different
operations tasks.
Specify two examples?? Operational manger what sort of skills they use as training development
and operational task
Skills needed by operational manager in operational and training development:
Leadership: This is related with how a manager is leading its team in the organisation.
There is lot of efforts needed on part of employees which they have to exercised in organisation.
They have to make sure that they are able to lead the team in an effective manner so that there is
no occurrence of conflict and if they arise then it is resolved as early as possible.
People management: this is the most necessary skill which is required by a operational
manager as they have to deal with employees who are involved in performing various functions .
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So, it becomes necessary that employees are managed properly which will help in smooth
running of all the functions of organisation which is operational or training function.
M1) Analysing Competencies Required in Developing Own Role as Leader and Operational
Manager in Health Care Practise
In the development of own role as leader and operation manager, there are different
important skills and competencies which are required to in order to complete the tasks provided
to Leader and Operational Manager in Healthcare Practise which are been provided as under:
Strong Communication Skills: The following competency is important for the leader to have as
with the help of this, it will be possible to provide them with proper guidance, making them to
understand things in better way, make them to explain their own issues in an effective and
understandable way and for reducing the deviations in the work as they know what they are
actually required to do. So due to this reason, the following skill or competency is considered as
important.
Good Motivation Skills: According to this competency, it is also important for leader and
manager in healthcare practise to have good motivational skills with the help of which morale
and dedication level of their employees so that they could perform their provided work in an
effective way.
D1) Evaluation of the Skills Required to be an Effective Manager and Leader
The skills which are important in order to be an effective manager and leader are good
communication and motivation skills with the help of which it will be possible to make
improvement in the level of their performances. As with the help of these skills, employees will
be influenced and make it possible for them to know what the leader and manager wants to
convey to them. Along with this, the reason is also related to basic skills. As these skills are
important for an individual to understand and to live in the society as well.
P3) Describe Different Theories of Leadership in Terms of Application to Work Roles in
Healthcare Practise
There are different theories that could be used in order to make improvement in the
overall performance of employees working in an organization such as in health and social care
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organisation. Taking an example of NHS which could also make improvement in their level of
services for the betterment and growth of their organisation also.
Transformational Theory – This theory of initiative is another methodology that stress in transit
of making worth and energy in managers. The transformational managers are the individuals
who centres around an alternate method for driving the activities and workers. In a
transformational theory, managers support and helps representatives for drawing in themselves in
work and empowering and spurring them for self-improvement.
Collaborative theory : A collaborative theory of initiative is a sort of service that is required for
getting powerful and proficient outcomes over the outer and interior limits of the healthcare
practice. A community-oriented manager centres around building relationship among
representatives and dealing with clashes and battles in a powerful way (Kerzner, 2018).
Behavioural theory of leadership:
Behavioural theory of leadership is related to various actions & reactions of leaders in a
particular situation. This theory focuses on how a leader is behaving and is based on assumption
that leaders can be made in a organisation. This is also classified based on behaviour of leaders
and how they are related to how work is being done by employees in a organisation.
Shared leadership – In a common leadership, increase of Human resources in the organization is
finished by enabling representatives and giving a chance to taking initiative situation in subject
matter. This sort of authority is one in which obligations of initiative are circulated adequately.
The mutual initiative in an association appropriates jobs and duties and do work viably.
Ethical leadership - The ethical leadership style is that initiative style in which people are
regarded for moral qualities and convictions. The pioneers are working as per pride and
privileges of others. The man idea of this administration hypothesis is that it needs to create trust,
decency, trustworthiness and faithfulness among representatives (Nelson and Staggers, 2016).
Application of these theories in healthcare practice??
P4) Explaining How Theories Can Support Aligning Style of Management to Different Context
in Health Care Practise
With the help of different theories and models, it will be possible to make use of them in
different context of health and social care practise. The application of different theories also
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depends upon the situation in which they are being applied. For example, the application of
Shared Leadership could be done in order to make improvement in the overall level of working
in healthcare practice. As such different employees could be provided with a chance to show
what they have got and how the improvement could be made in the level of performance as well.
Likewise also, the use of ethical leadership could also be done in order to make improvement in
the level of performance of their employees as this leadership style provides the learners with the
importance and knowledge of doing things in an ethical way for the betterment and improvement
in the level of their services and for the wellbeing and healthy life of their service users as well.
Along with this, the use of collaborative theory will also be beneficial for the company so that it
could become possible to make the achievement of special task or objective for which the
establishment of that team has been done. So this leadership style could be used in cases of
collective working of different individuals in the team and for getting effective results as well for
the better performance of their work (Shanafelt and Noseworthy, 2017).
Democratic style of leadership is related with members taking more participation and
having increased role in the process of decision making. This is a leadership style which is
applied to organisations so that there is increased participation of employees and they feel a
sense of recognition in the organisation. In health care practise this theory helps in increasing the
participation of staff members in case of various decisions which have to be taken in
organisation.
Where as
Functional theory of leadership is related to the specific leader behaviour which is
expected in organisation and is related with contribution towards increasing effectiveness in the
organisation. This is related to main job of a leader that is necessary for every group to contribute
towards cohesion. In Health care practise, this is related with how a employees are performing
various functions of organisation.
Trait theory vs authoritative style - How this theory and style works in healthcare practice
Trait theory: This is related with the approach to human personality and is interested in
measuring of traits which is according to habitual patterns and is related to behaviour, emotion
and thoughts of a individual. This theory help the concerned authorities in the health care sector
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to understand traits of their employees. This theory is used in health care practise for
approaching individuals.
Where as
Authoritative style : This is related to the authoritative style which is characterized by
high responsiveness and is connected with emotional needs which are related with long tern
direction and vision of employees. This is related with how goals have to be achieved and how
all the activities are to be controlled in a organisation. In health care practise this style is helpful
in ascertainment of needs of their staff and their response with concern to how these have to be
satisfied.
M2) Benefits of Application of Theories of Leadership to the Practical Operational Management
of Teams in Healthcare Settings
There are different benefits that an organisation could have with the application of
theories of leadership to the practical operational management of teams in an organisation are
been provided as under:
Greater Innovation: The rate of development of healthcare practice increases as with the help
of applying different leadership theories in the working of an organisation, it is possible to make
improvement in the level of motivation and dedication in the employees and make improvement
in the level of their working and hence will improve the level of innovation.
Increased Staff Loyalty and Retention: With the help of considering the theories of leadership,
the leader could improve the staff loyalty and retention as employees' motivation and dedication
level is been increased with the help of application of different theories to leadership.
P5) Use of Theoretical Models of Leadership for Developing and Managing Team in Healthcare
Practise
According to the different in leadership styles, there uses are also different in the way in which
they could be applied best for the betterment and growth of healthcare practice. It is important
for the companies such as NHS to make development of different teams in their organisation
with the help of which it could become possible to make achievement of some special goals and
objectives in the healthcare practice. Along with this, not only the development is important, but
the importance of management is also important. In other words, it can be said that the
development and management of a team in the healthcare practice is important for the
achievement of some special goals and objectives. The description has been provided as under:
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Collaborative Theory and Shared Leadership could be used in order for the development and
management of teams in the healthcare practice. With the help of these theories, it will be
possible to focus on continuous development of team and also their management. As they focus
on shared beliefs, collaborative and coordinated working with the help of which it is possible to
make improvement in the overall working of the organisation.
For team development, it has been said that two main theories are adopted by the management
team of NHS where one if Tuckman's Theory and second is Belbin's Theory. In context of
Tuckman's theory, management team of the company emphasis on the method in which a team
tackles the whole task from initial point to the ending point. This is the model with the help of
which a group is formulated and in each and every stage they grow their personal as well as
professional knowledge in an effective manner.
On the other hand, if talking about Belbin's theory, it is a framework which mainly suggest that
once an individual person understand their role in a team, they can create their own strength as
well as manage all the weakness as a team members so that they can effectively contribute their
share in the attainment of goals and objectives. In the present context of NHS, managers use this
theory so that each individual will be able to know their inner strength and weaknesses.
P6) Different Strategies Used to Resolve Conflicts
A team is characterized as gathering of individuals in which people meet up for
accomplishing a shared objective or goal (Shields and et. al., 2015). The cooperation in a
medicinal services industry comprises of at least two individuals who collaborate with one
another for progressing in the direction of a typical reason. The mix of services with the health
and social care employees is a key component for treating populace in a superior way. The
cooperation in social insurance industry utilizes practices of upgraded communication and joint
effort for extending jobs of employees of the healthcare practice. The group capacities better
when there is a reasonable reason and execution of conventions and methods. Social Care is the
place where there are various experts like attendants, specialists, medical experts who meet up
and work by imparting and using assets successfully. Collaboration has become a fundamental
piece of well-being intercession for a various reasons. One of the significant group building
hypothesis is Belbin's hypothesis. A hypothesis of successful group building was given by
Belbin in which he has distinguished nine group jobs that are gathered into three gatherings –
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action oriented, people oriented and thought oriented. Each group job is identified with social
and relational qualities. These jobs are characterized as under:
Action Oriented Roles
Shaper – The shaper is an individual who provokes the individuals from group to improve and
perform better. These are dynamic in nature and outgoing individual individuals. They are
engaged with tackling issues, addressing standards and deciding the best approach for taking care
of business issues.
Implementer – Implementer is an individual who realize how to do things accurately. These are
individuals in a group who changes over thoughts and ideas into handy plans and activities. They
are restrained individuals who are deliberately and proficiently arrange work of an organisation
(Sullivan, 2017). Individuals Oriented Roles
Coordinator – He is a person who oversees as a group chief and performs exercises in a way for
accomplishing objectives and goals of the organization in given time period. These people are
magnificent audience members and they can perceive esteem that will be required by colleagues
for working in a venture. Facilitator is an individual who is answerable for allotting assignments
and jobs to workers.
Thought Oriented Roles
Plant – The plant is a person who is inventive pioneer and gives new thoughts and
considerations to organization in accomplishing objectives and destinations of the organization.
These people are for the most part contemplative person and they work separated from
colleagues. These people are poor communicators and they disregard all limitations and
parameters.
Monitor Evaluator – These individuals are truly adept at assessing and investigating thoughts
that are given by others of group, uniquely plants. These individuals examinations the upsides
and downsides while doing any extend. The screen evaluators are basic masterminds and key
towards their methodology.
M3) Analyse Theories Informing about Development of Teams and Managed to Promote
Positive Outcomes for Individuals in Different Contexts in Healthcare Practise
There are different theories with the help of which it has become possible to develop
teams which are managed to get positive outcomes from the working of healthcare practice.
These theories are Belbin's Theory of Team Role, Tuckman's Theory and many more with the
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help of which it is possible to develop good and effective team for the success of an organisation.
With the help of working in team and in collective it will be possible to make improvement in
the level of achievement of goals and objectives of the healthcare practice. These theories help in
completion of provided tasks in an efficient manner which not only focuses on achievement of
goals but also focuses on getting something newer or innovative from the work performed.
P7) Produce a plan to implement change in an area of provision in healthcare practise
Planning refers to the process with the help of which the blueprint of the future activities of an
healthcare practice is made in order to make the achievement of goals and objectives of an
organisation in an effective manner. NHS needs to make improvement in the human and physical
resources in order to make improvement in the working processes and quality of services of the
company. So, the below is the description of some of the important points which are needed to
be considered at the time of completing a plan is being provided as under:
Operational Goal:
Human and physical resources in order to carry out the business plan
As the Operational Manager of NHS in the healthcare setting. I am going to work upon a
business plan with the help of which the focus will be made on making improvement in the
quality of services of the healthcare practice by making improvement in the human and physical
resources of the organisation. The main goal of my organisation is to make sure about sufficient
availability of human and physical resources re there in order to provide the services users or
patients with the best quality possible of services in order to keep them healthy safe and free
from different kind of diseases. The focus of the company is also to make continuous
improvement in the quality of their products and services with the help of which it will be
possible to make improvement in the overall processes of the healthcare practice to provide the
services users with the best possible services for the betterment in their health and wellbeing.
Objectives:
On regular basis, the company is facing issues with the lack of services, efficiency, delay
in works and lack of motivation of employees. Along with this, the medical and health care
practitioners such as doctors, nurses and other individuals are also taking leaves due to which the
services of the healthcare practice organisation are impacted negatively impacting negatively on
the satisfaction of their customers as the services provided to them are not of that level to which
it was needed to be of. So as the operational manager of NHS, it is my duty to make
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improvement to the needed places where the services of the company are lacking behind in order
to meet with the needs and requirements of their customers or service users or patients. The
healthcare practice is facing issues in the availability of human and physical resources due to
which the impact has been created as negative on the working of NHS and its working process.
Strategy:
It is important also to make analysis of the strategy which is needed to be taken into
consideration at the time of making the completion of this project. So, the use of SWOT
Analysis will be done in order to know about the strengths and weaknesses of the healthcare
practice. The application has been provided as under:
Strengths: It is related to the financial condition of the company which is good, good market
reputation, brand image, quantity of patients.
Weaknesses: It is related to the lack of availability of human and physical resources with the
company which is considered as the main weakness of the healthcare practice and due to which it
is important to make this plan.
Opportunities: Improve the level of customers, quality of services, hiring of staff for meeting
future requirements of patients in an effective manner.
Threats: Reduction in the level of service users, loss of market share, loss of trust of patients,
reduced quality of services, etc.
Key Actions:
So in order to make completion of the plan in an efficient way, it is important for me to
make my coordination with Human Resource Department with the help of which it will be
possible to make accomplishment of different tasks in an efficient was as this department is
assigned with the task to recruit and select personnel for the completion of different tasks of the
organisation. The recruitment will be done on different posts which are pharmacists, nurses,
doctors, administrator, technicians, etc. so as to make sure about the completion of different tasks
of the organisation in an effective manner.
Persons Responsible:
The persons made responsible for the effective completion of this plan are listed as under:
Operational Manager, Human Resource Manager, Finance Department, Marketing Department,
Top Level Management, Accountant and the Area Manager as well.
Timeline:
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In order to make the completion of this project in a successful way, the required time
period it of 6 months.
Budget:
The estimated budget amount for the completion of this plan is £ 40000 to £ 45000. in
between the estimation of amount, it will be possible to meet all the requirements of this project
and will be possible to make improvement in the overall services of the organisation and to
provide the customers with the best possible services for the betterment in their health and
wellbeing.
Resource Requirements:
HR Managers, Physical Resources, Technicians, Financial Resources, Marketing Activities and
many more with the help of which it will be possible to make the completion of this project to be
successful.
Key Performance Indicators: The achievement of the goal and objective of this plan will be
made clear with the help of improvement in the number of customers, feedback from the
customers and with the help of staff retention and progression which will make it clear to know
about the level of improvements that has been made in the working processes of the healthcare
practice.
Contingency Plans: In case of contingency, NHS has also made its relationship with other non-
governmental agencies with the help of which the services could be provided to them
accordingly to the service users of NHS.
Outcome:
The outcome of this plan will depend upon the work done or on the implementation of
that plan that will help in deciding about the success or failure of that plan. In case of good
working of employees, the results will be positive and in case the work is not performed in a
well-defined way it will give negative results.
Impact of this Plan:
 The following plan will impact upon the working of staff and patients will provide the
company with positive results as with the successful completion of this plan, it will
provide the company with positive results as the services for the patients will improve
and also the services for employees will also improve as now training will be provided to
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them and equipment’s will be available to them for the effective completion of their
work.
 The quality of services will also improve the plan has been implemented not only for
improvement in human resources, but the improvement will also be done in the services
of the organisation which is the physical resources with the help of which it is possible to
make improvement in the overall processes of the company.
P8) Potential Impact of Plan on Service Provisions and Outcomes for Individuals in Health and
Social Care Practise
The impact of planning for the individuals working in health and social care will be
positive as with the help of this plan, it will be possible to make improvement in the overall
working of the health care organisations and this improvement will help patients or service users
to make use of high quality services for the betterment in their health and wellbeing. Planning is
basic in each segment of running of an organisation which incorporates basic choices for
associations like facility or hospitals. A hospital is the key arrangement which is made for
making more effectiveness in business exercises. The key arranging in social care comprises of
objectives and goals and setting up of these for making arrangements to accomplish them in
given time period. The planning of objectives of healthcare practice and a correct way for
accomplishing these objectives and targets permits staff individuals to make energy and work
towards accomplishing the objective. There are a few advantages of arranging a vital arranging
in medicinal services as social insurance arranging comprises of various segments like fund,
promoting, personnel, and so on. The significant territories on which the emergency clinic vital
arranging depends incorporate objectives and destinations, working spending plan, organization
culture, hazard the executives, cost bookkeeping, administration line choices, long range
anticipating, capital arranging and budgetary proportions (Yu and et. al., 2015). The potential
improvements that could be made in the working of their organisation with the help of this plan
are provided as under:
 Proper analysis of cost and quality collectively and also provides analytics for services
and quality in leadership.
 Helps in increasing visibility in equipment’s and expenses for future such as related to
reduction in costs, improvement in efficiency and quality of service.
 Changing in the needs of organisation such as for transparency and easy of use.
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M4) Potential Impact of Plan on Service Provision, Practise and Outcomes for Individuals in
Health Care Practise
With the help of this plan, there will be severe changes made in the working practises of
the employees working in healthcare practice sector. As the development of new technology and
other things in the organisation, the ways of their completion also change so the provisions will
also be impacted and the employees are required to work according to the new changes made.
D2) Effectiveness of the Plan to Improve an Area of Provision Using Different Theories and
Models of Leadership and Team Building Related to Own Operational Skills
With the help of this plan, it will be possible to make improvement in the operational
practises of the organisation as with the help of this, it will be possible to provide the employees
with better services. In case of change in technology, the managers could provide their
employees with knowledge about the changes made. In this way, it will be possible to make
improvement in the performance of employees and the plan could be said as effective.
CONCLUSION
From the above assignment, it has been concluded that operation management is an
important role in the growth and development of an organisation. In addition to this, it has been
concluded that there are different roles and responsibilities of operational manager which it
needs to accomplish for the success of an organisation. Further, the use of different theories and
models will also provide the company with positive results and efficient working. Lastly, the
conclusion has been drawn about the plan which will help in preparing the organisation for
future and will help in making improvement in the level of their services.
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