Report: Operation, Logistics, and Supply Chain Management

This report delves into the critical aspects of operation, logistics, and supply chain management, particularly within the context of Hammersmith Hospital. It examines the importance of effective operation management in maintaining quality, exploring strategies such as Total Quality Management (TQM), Six Sigma, and the PDCA cycle to improve service quality. The report also addresses the significance of managing people within the operation and supply chain, emphasizing the role of employee empowerment, motivation, and the application of the triple bottom line framework. Furthermore, the report highlights the importance of just-in-time inventory and benchmarking for enhancing efficiency and performance. By analyzing these key areas, the report provides insights into how Hammersmith Hospital can optimize its operations, improve patient care, and achieve its organizational goals. The report also emphasizes the significance of service delivery systems and managing the supply chain, highlighting the need for continuous improvement and adaptation to meet customer needs.

Understanding Operations, Logistics and Supply
Chain Management

Table of Contents
INTRODUCTION...........................................................................................................................1
Main Body.......................................................................................................................................1
Operation management in managing quality..............................................................................1
Managing people and supply chain management.......................................................................4
Triple bottom line........................................................................................................................5
CONCLUSION................................................................................................................................6

INTRODUCTION
In an organisation, proper operation and management is very important by which each
and every activity of business can carried out in effective manner for accomplishing goal of firm.
Operation management refers to the administration of business practices for create the highest
level of efficiency within the company (Zhuo and Wei, 2017). In addition to this , supply chain
management is also important part within the company by which actual product and services can
deliver to the right customer and at the right time. The present report is based on the significance
of operation management and supply chain management for overcome the issue related to
operation within the company. In this report, two area for managing operation and supply chain
management has been selected within the Hammersmith hospital. The major objective of this
report is to understand the implication of approaches of operation management and supply chain
management to overcome issue within cited venture.
Main Body
MANAGING QUALITY
Operation management is one of the significant approach and procedure which proceed
the entire operation and growth within the company. It is an area of management concerned with
designing and controlling the process of production, redesigning business operations in the
production of goods and services (Papadopoulos and et.al., 2017). With assistance of operation
management, company can able to conduct production, manufacturing and other activities for
attain its objective. Hammersmith Hospital is facing the issue related to operation management
that is quality. As quality of the treatment and care services is not effective due to which patient
can not able to improve their health.
Cited venture is facing the issue related to poor quality of treatment and care services of patient
by which number of patient is decreased within the company. Hammersmith Hospital face
different issue during managing services and further improvement. In order to improve this issue,
cited venture should implement total quality management approach (Dubey and et.al., 2017). It
is a management approach to long term success through customer satisfaction. In this process, all
member of the company can equally contribute toward the company success and growth. With
help of this tool cited venture can delivers high quality of services and treatment to the patient. In
this approach, top management has direct responsibility for quality improvement. It is also very
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important for management to get knowledge about tools of total quality management that is
check sheet, scatter, diagram, statistical process control chart etc (Pérez and et.al., 2017). With
help of this technique, cited venture can measure and improve the quality of services and
treatment which delivers to patients. It is very important to implement the total quality
management that all functional department within the organisation should equally participate in
improving the quality of services within the company. With assistance of total quality
management, firm can improve the quality of care services and practices through which right
care treatment can deliver to the right people at the right time (Akintoye, Renukappa and Lal,
2012). On the other hand Six Sigma is another significant technique which can implement by
Hammersmith Hospital in order to improve the quality of care services and treatment of patient.
It is a set of technique and tool for process improvement. The major objective of the six sigma is
to improve the quality of the output of a process by identifying and removing causes of detect
and minimise variability in manufacturing and business process. This assist in improving the
efficiency and quality of the services and overcome the additional cost and wastage from the
manufacturing and production process. Cited venture should implement the six sigma approach
in order to provide high quality of care services to patients. Thus, it can be said that total quality
management and six sigma is essential approach of operation management to improve quality
and performance of business.
In order to measure the performance within the company, management can also implement
PDCA cycle which stands for plan do check act. This model can implement within the company
for continuous improvement. PDCA is a basic structure for conduct strategic planning, analysis,
evaluation, support services etc. In the first stage plan of this model, management recognise an
opportunity and plan a change. In the next stage that is do, management conducts test the change
and carry out a small scale study (Bekkers, Duysters and Verspagen, 2002). In the check stage,
management analyse the result and identify actual changes and in the last stage act management
implement the action for further change. In order to continuous improvement in the performance
and quality in the health and care sector, PDCA model can implement in effective manner.
Employees empowerment is another strategy to improve and manage the quality within the
company. This provides personnels a certain degree of autonomy and responsibility for decision
making regarding their specific organisational tasks. It leads to a greater degree of employees
commitment to organisational goal thus it can be said that this approach can manage and
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improve quality within the company. While Hammersmith Hospital uses employees
empowerment then health experts and practitioners can contributes their best efforts within
hospital to improve quality of treatment and services. In addition to this, bench marketing is
another significant aspect to manage and improve the quality within the Hammersmith Hospital
(Bowyer, 2000). Benchmarking is a measurement of standard and quality of companies
practices, program, product, polices and strategies. In this management also compare the
company's performance with other competitors. On the other hand , just in time inventory is
another significant aspect to manage and improve the quality of Hammersmith Hospital care
services and treatment.
Just in time is an inventory strategy for increase the productivity and efficiency of the production
and manufacturing procedure within the company and overcome wastage and additional cost
(Campbell and Boothby, 2016). Thus, it can be said that Hammersmith Hospital can improve the
care service quality and efficiency by implement approach of just in time inventory.
Furthermore, cited venture can also implement quality management principle for manage the
performance and quality within the company (Just in Time, 2017). By follow these seven
principle of quality management such as customer focus, leadership, engagement of people,
process approach, improvement, evidence based decision making and relationship management
cited venture can easily improve quality of care services and treatment.
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Illustration 1: Just in Time
Source: Just in Time, 2017

Hammersmith Hospital is also facing issue related to managing people in operation and
supply chain due to which performance has been declined. This directly impacted upon the
health of patient as they did not get proper care and services (Collis, 2012). Managing people in
the operation and supply chains is problem in the cited venture so management should focus on
these areas. In the management, personnels are not well systematic structured manner so it is
very important for company to hire new people and improve operation. By conducting new
recruitment, company can invite new skilled and talented personnel by which operation can
conduct in effective manner. In order to manage the operation of business, company should hire
new employees and allot responsibility according to their capability and skill. In this five
component required to be considered that is job design, job specification, job expansion,
psychological element, self directed teams, incentive schemes and motivation. With assistance of
practices of new recruitment and hiring, operation can manage and improve by new personnels.
In addition to this, company should have required to focus on the motivation practices for
managing people and supply chain (Cornish, 2012). With assistance of motivation practices of
employees, management can encourage and appreciate to personnels for higher performance
within the company. Management should follow herzberg theory of motivation under which two
factors required to be considered that is motivator factor and hygiene factor. In the motivation
factor, management can motivate employees by recognition, sense of achievement, growth and
promotional opportunities, responsibility, meaningfulness of the work etc. On the other hand in
the Hygiene factor, company can motivate its employees by effective pay, salary, fringe benefits,
policies, physical working condition, status, interpersonal relations, job security etc. Another
theory is Maslow self actualisation theory which also should consider by the Hammersmith
Hospital .As per this theory of motivation, individual have five basic needs that are physiological
need, safety and security need, love belonging need, self esteem needs and self actualisation
need. It is very important for management of Hammersmith Hospital to understand this theory of
motivation of employees. By understanding this theory, cited venture can understand the actual
needs of employees and deliver the services, practices, working condition and pay accordingly.
It is also recognised that ISO 9000 standard series is used for managing quality and improving it
for effective treatment and appropriate accommodation of Hammersmith Hospital. As per this
aspect, company required to follow 7 principles for enhance the business performance and
quality. In these principles includes customer focus, leadership, engagement of people, process
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approach, improvement, evidence based decisions and relationship management sequentially. If
Hammersmith Hospital follows these principles then it will able to improve its existing quality
and performance in effective manner.
Managing people and supply chain management
In order to manage the people in the operation and supply chain management within the
company work measurement, control and commitment is also very important by which entire
operation management can control and measure in an effective manner. It is also very important
for manage the people that management fulfils its promises and commitment for human resource.
Company should fulfil its all promises and commitment which it made with employees and for
their performance within the company (Said, 2010). This approach can also assist in managing
performance within the corporation. If company do not properly fulfil its commitment and
promises then it can directly affect their performance as well as motivation level. On the other
hand work measurement and control can also significant approach to improve supply chain
within the company. This assist in measuring the delivery of product and services. In addition to
this, company should consider upon the scheduling criteria. With help of proper scheduling
criteria, it can make improve the delivering and supply chain management. It helps in delivering
the right product and services to the right person and at the right place.
As per the research it has been found that service delivery system and manufacturing
process plays a very crucial role within the Hammersmith Hospital. A service system is a
configuration of technology and organisational network that construct in order to provide
services to customers So, (B.K.L., 2016). This system helps in satisfying the needs and wants of
the customers. In this system, major four elements which required to be considered for company
that is service culture, employees engagement, service quality and customer experience.
Hammersmith Hospital have facing the issue related to quality, managing people and supply
chain management thus, with help of these service system, company can able to improve its
quality, efficiency and productivity (Sprague, 2016). In addition to this, service delivery system
within the Hammersmith Hospital for improve service culture, employees engagement and
service quality and customer experience. These component of the service delivery system can
help in enhancing practices, strategy, system and procedure for delivering care services and
treatment to patient. These all infrastructure such as service culture, employees engagement and
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service quality and customer experience required to manage the delivery system within the
Hammersmith Hospital.
Triple bottom line
In order to analyse the improvement within the company, management should consider
The Triple bottom line. It is an accounting framework with three parts that are social ,
environmental and financial. There are several companies which adopt the triple bottom line
approach for evaluating and analysing the business performance. Basically this approach assist in
measuring the company's degree of social responsibility, economic value and its environmental
impact. The organisation which is considered the framework of triple bottom line then that
company consider the impact of business operation on the environment, society and economy.
With help of this approach and practices of the triple bottom line, Hammersmith Hospital can
analyse its performance by considering incorporation of economic, environmental and social
factor. Hammersmith Hospital is a specialist hospital with strong research connections which
offers a range of services such as haematology, cancer, cardiology care, regional specialist heart
attack etc. There are sixteen medical wards located at the cited hospital. In the cited venture It
effectively considers the environmental factor along with its operation. Its staff followed clinical
guideline and pathways which were up to date and accessible on the trusts Intranet. In the cited
hospital, service participated in a wide range of national audits and benchmarked performance
against other hospital. Hammersmith Hospital provides free car across all wards however it has
expected numbers of falls and pressure ulcers. Compliance with level two adult safeguarding
training was notably below the trusts. Cited venture have effectively followed the governmental
regulation , policies and practices related to the health and care services. In addition to this, it
also followed the legislation which imposed by government for employees, customer, health and
safety etc. On the other hand cited venture also considers the economic and social factor as it
provides the high quality of services to the patient and fulfil their actual requirement related to
the care services and treatment.
Recommendation
1. Hammersmith Hospital should recruit the new employees for managing the performance
of business by which operation of business can conduct in effective manner. In addition
to this, it should provide proper training program to its health experts and practitioner so
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as they can learn new method and criteria to deliver treatment and care services to
patient.
2. Hammersmith Hospital should adopt new technology and equipment by which supply
chain management and operation management activities can conduct in excellent manner
for company.
3. Hammersmith Hospital should use various approaches of management and operation
such as six sigma, total quality management, just in tome , benchmarking etc so as it can
able to improve the care services and treatment of the patient and also improve business
performance.
4. Employees empowerment is another one of the strategy to improve the quality of care
services and treatment within the cited venture. With help of employee empowerment,
performance and productivity of working within the company can enhance by which
overall business performance can also enhance.
5. Cited venture should motivate its employees by deliver effective pay, working
environment, fringe benefits, policies, growth opportunities, higher status etc. With
assistance of these all practices, company can encourage the employee's motivation by
which they can improve quality and performance of business.
CONCLUSION
From this entire discussion about the operation management, supply chain and logistic
management within the company it has been concluded that Hammersmith Hospital have faced
the issue related to managing people, operation, quality and supply chain. Due to this patient care
services and treatment has been negatively influenced. In this condition, with help of total quality
management, bench marking, employees empowerment, just in time etc, cited venture can
improve its performance and quality of care services. It has been also concluded that motivation
and new hiring of employees is very important for improve and managing the quality within the
entity.
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REFERENCES
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