Service Operations Management: Problems at Dr. Bhatti's Practice

This report provides a detailed analysis of service operations management at Dr. Shabir Bhatti's practice, also known as Bermondsey Spa Medical Centre. The report begins by analyzing the problems experienced by the practice using Maxwell's dimensions of service quality, identifying areas needing improvement such as appropriateness, equity, accessibility, effectiveness, responsiveness, and efficiency. The analysis then assesses the practice's staff capabilities and core competencies, evaluating their ability to improve service delivery. Finally, the report explores the potential impact of implementing Key Performance Indicators (KPIs) on the practice, highlighting how KPIs can improve patient wait times, ensure safe services, enhance patient care, improve responsiveness, and facilitate better operational management. The report concludes with a summary of findings and recommendations for improving service quality and operational effectiveness at Dr. Bhatti's practice.

Service operations
management

Contents
INTRODUCTION.......................................................................................................................................3
MAIN BODY..............................................................................................................................................3
Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced by Dr
Shabir Bhatti’s practice...........................................................................................................................3
Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff to
improve the quality of service delivery....................................................................................................5
Q3: Assess the possible impacts that one of the following techniques could have on Dr Shabir Bhatti’s
practice in terms of delivering consistent and effective quality management..........................................6
CONCLUSION...........................................................................................................................................8
REFRENCES..............................................................................................................................................9

INTRODUCTION
Services operations management is considered as process of delivering services to potential
customers of particular service. It will include understanding of services which are needed to
targeted customers in order to manage process of delivering the services in effective manner
(Atasu and et. al., 2020). This will also help in ensuring that desire objective get attain. This
report is based on Dr Shabir Bhatti which is also known as Bermodsey Spa Medical Practices
whose registered providers are Dr S. Bhatti and Dr B. Bhatti. According to their inspection report
their overall rating for London location is inadequate so they need to develop strategies as well
as actions places for the improvement. The main aim of conducting this report is to conduct
analysis and develop strategies accordingly. Topics include in respective project are analysis of
problem through Maxwell dimensions, capabilities analysis through determining core
competences and technique which help in resolving issues i.e. KPI method.
MAIN BODY
Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced
by Dr Shabir Bhatti’s practice.
For every company it is essential to provide and maintain high service quality so that they
can fulfill need and requirement of customers in effective manner. In order to this they also need
to develop products or services according to the customer’s need, requirement and expectation as
that will help in improving services successfully (Benjaafar and Hu, 2020). In respect of Dr
Sharbir Bhatti, they are rated inadequate and they get suggestion to improve service safety,
services effectiveness, service caring, service well led and service responsiveness. This is so
because through that they can improve them rating which they get by the investigation. There are
different methods or models which Dr Sharbir Bhatti can adopt while practicing their medical
services such as Maxwell’s dimensions of service quality, which is mentioned below:-
 Appropriateness – Through this dimension an organization which is offer medical
services need to insure availability of required test, treatment, procedure or services for
patients. It will also help in ensuring that degree to which care provided appropriately and
relevantly to patient’s according to their need. In respect of Dr Sharbir Bhatti, they are

not offer proper services to their patients and their all services for older people, long term
condition, family, children, young people and so on are inadequate.
 Equity – For every medical service provider it is necessary to provide quality services to
all who required it in similar and equal manner. According to this dimension firm need to
offer services or treatment to all without discrimination on the basis of race, religion, age,
gender, financial condition and many more (Caro, Kök and Martínez-de-Albéniz, 2020).
In respect of Dr Sharbir Bhatti, according to this dimension they need to provide quality
services to all of their patients but they are facings issues or problem in offering quality
medical and caring services to all types of patients i.e. family, old age, children, young
people and many more.
 Accessibility – In respect of this dimension services which are available at workplace
need to be utilized in order to deliver quality services according to requirement of
patients for attaining appropriate outcome. But in the case of Dr Sharbir Bhatti, they are
not able to utilize their resources which impact on their service quality as well as
performance due to which they are not able to deliver proper services to patients. This
will directly impact on the rating given during investigation and that is inadequate.
 Effectiveness – This dimension of Maxwell dimension explain about extent to which
healthcare intervention will achieves their intended outcome. According to this, they need
to conduct analysis and develop or offer services accordingly as that will help in
enhancing effectiveness (Health service determinants, 2020). But in case of Dr Sharbir
Bhatti, they are not able to provide proper services to potential customers due to which
their rating as well as effectiveness at the marketplace gets deceased.
 Acceptability or Responsiveness – According to this management of a healthcare firm
needs to develop strategies and policies which lead to social acceptance at the
marketplace. But in the case of Dr Sharbir Bhatti, they are not offer proper health care
services to their patients due to which their market value get decreased as well as their
patients are also not happy with their services (Fisher, Olivares and Staats, 2020).
Patients are thinking that respective firm not understand and performing their
responsibilities properly.
 Efficiency – This dimension provide understanding related to outcome achieved in
respect to the expenditure of resources. In respect of Dr Sharbir Bhatti, they are not offer

effective services to their patients due to which their patents and society are not happy as
well as they are rated as inadequate during the investigation.
Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff
to improve the quality of service delivery.
Core competencies are determined as resources as well as capabilities which comprise
with the strategic advantages of a company. In order to determine core competencies a company
need to determine as well as evaluate their cultivate, culture, define, staff capabilities and many
more as well as it will also help in gaining competitive advantages. Through conducting core
competencies an organization able to improve their quality of services which they deliver to its
potential customers (Fisher, Olivares and Staats, 2020). In respective of Dr Shabir Bhatti they are
facing issues in delivering serving to their patients which impact on their core competencies,
below some of the main core competencies analysis are given below:-
 Patient care is main core competencies of a company but in case of Dr Shabir Bhatti they
are lacking in fulfilling their competencies which impact on their goodwill because
patients are not treated in well manner. So it is essential for respective healthcare clinic to
train their staff so that they conduct patient care in best as well as effective manner as that
will help in attaining desire goal successfully.
 It is also essential for a healthcare company’s staffs to have medical knowledge as that
will help in providing quality and effective healthcare services to needed and patients. In
respect of Dr Shabir Bhatti they have medical knowledge as their competency but they
are not able to conduct their practices in effective manner. Moreover, it will also help in
improving their services quality in successful way which increases its market goodwill
and effectiveness.
 In addition to this in order to address health care practices in proper way they need to
have proper skills, abilities and capabilities because that will help in attaining desire goal
successfully (KC, Scholtes and Terwiesch, 2020). In respect of Dr Shabir Bhatti clinic,
their employees are highly skilled, experienced and knowledgeable but they are not able
to conduct their business operations and functions which are related to providing medical
facilities to needy as well as patients in effectively.

 It is essential for a healthcare company to implement rules, regulations and policies as it
will help in conducting business operations and functions in effective manner. In respect
of Dr Shabir Bhatti they need to develop as well as implement proper rules and regulation
as that will help them in conducting their operation effectively and it will also increase
their core competencies.
These are some of the main core competencies which are need to have in clinic Dr Shabir
Bhatti which help in conducting operations properly, from these some respective firm already
have but some need to be enhanced.
Q3: Assess the possible impacts that one of the following techniques could have on Dr Shabir
Bhatti’s practice in terms of delivering consistent and effective quality management.
There are several techniques or tools which can be adopt by a company in order to deliver
consistent as well as effective quality management so that they can attain desire goal as well as
objective (Keskinocak and Savva, 2020). Methods or techniques also provide guidance to
management that how they can resolve issues of workplace in effective manner as well as how
they can enhance their effectiveness at the marketplace for attain target successfully. In respect
Dr Shabir Bhatti’ practices they are facing some of the major issues at their workplace due to
which they not able to offer quality services to patients which impact on their performance. Due
to this respective clinic or firm rated as inadequate and they are suggested to conduct
improvement in their services and practices, they can adopt KPI (Key performance indicator),
which is explaining below:-
Key performance indicator – It is determined as measurable value which helps in demonstrating
how effectively an organization attains their desire business aim or objective. Management
adopts KPI method in the multiple levels in order to evaluate its succession for attaining
predetermined targets. There are two levels of KPI i.e. high level key performance indicator and
low level key performance indicator, high level is generally used to focus on overall performance
of business whereas low level will focus on processes of different department such as human
resource, marketing, sales, finance and many others (Mišić and Perakis, 2020). In medical or
healthcare field, key performance indicator will use to determine whether firm is attaining their
new standard or objective or not as well as it also help in determining ways for improving quality
management at workplace. In respect of Dr Shabir Bhatti, they are facing issues in providing

quality services to their patients due to whom they are facing issues and decline in their goodwill
at the marketplace. There are several positive impact which Dr Shabir Bhatti can get by adopting
or implementing key performance indicator, from which some are mentioned below:-
 Through implementing KPI respective firm able to calculate average time, patients need
to wait in between checking in as well as seeing a provider (Song, van Houtum and Van
Mieghem, 2020). Through this management will effectively conduct staffing and
scheduling according to patients rush as because through this they also able to ensure that
they are treating patients effectively.
 By key performance indicator Dr Shabir Bhatti, able to provide safe services to their
patients as that will help them in conducting their health care services in effective as well
as appropriate manner.
 Respective model also help in improving services care of Dr Shabir Bhatti through that
they fulfill need, requirement and expectation of all patients i.e. old age, children, young
people and many more (25 Healthcare Metrics & KPIs To Begin Tracking Today, 2020).
 Through key performance indicator Dr Shabir Bhatti able to conduct delegation of
authority and responsibilities effectively to their staffs which help in increase service
responsiveness among the employees. This will also help in ensuring that all the works
are conducted in effective manner.
 By implementing the KPI model Dr Shabir Bhatti able to implement proper rules and
regulations according to their workplace and business operation as that will help in
conducting operations as well as functions in effective manner.
 Implementation of key performance indicator also helps Dr Shabir Bhatti to determine
medical error which takes place while conducting their operations and functions. This
will include mistakes made while conducting medication, dosage or patients to inpatients
as well as outpatients services.
These are the main positive impacts which are gain by Dr Shabir Bhatti through the
implementation of key performance indicator at their workplace for improving service quality
and resolving issues which they are facing currently while conducting operation and functions.

CONCLUSION
By conducting analysis of above mentioned topics it can be conclude that in every
business need to conduct analysis of their operation and market as that will help them in develop
proper as well as effective strategies. For conducting analysis of problems which they are facing
while conduct its business operations and functions an organization can adopt different methods
such as Maxwell dimensions as that will help in determining issues or problems in effective
manner. Through this company can determine why their performances are decreased and why
they are rated inadequate in inspection. Moreover, they also need to determine their core
competency by analysis their capabilities and staff competent of conducting improvement by
adopting new strategies. In addition to this there are several methods or term which can be used
to delivering consistent as well as conducting effective quality management at the workplace
such as adopting KPI (Key performance indicator).

REFRENCES
Books and Journals
Atasu, A. and et. al., 2020. Sustainable Operations Management Through the Perspective of
Manufacturing & Service Operations Management. Manufacturing & Service
Operations Management. 22(1). pp.146-157.
Benjaafar, S. and Hu, M., 2020. Operations management in the age of the sharing economy:
what is old and what is new?. Manufacturing & Service Operations
Management. 22(1). pp.93-101.
Caro, F., Kök, A. G. and Martínez-de-Albéniz, V., 2020. The future of retail
operations. Manufacturing & Service Operations Management. 22(1). pp.47-58.
Fisher, M., Olivares, M. and Staats, B. R., 2020. Why empirical research is good for operations
management, and what is good empirical operations management?. Manufacturing &
Service Operations Management. 22(1). pp.170-178.
Fisher, M., Olivares, M. and Staats, B. R., 2020. Why empirical research is good for operations
management, and what is good empirical operations management?. Manufacturing &
Service Operations Management. 22(1). pp.170-178.
KC, D. S., Scholtes, S. and Terwiesch, C., 2020. Empirical research in healthcare operations:
Past research, present understanding, and future opportunities. Manufacturing &
Service Operations Management. 22(1). pp.73-83.
Keskinocak, P. and Savva, N., 2020. A Review of the Healthcare-Management (Modeling)
Literature Published in Manufacturing & Service Operations
Management. Manufacturing & Service Operations Management. 22(1). pp.59-72.
Mišić, V. V. and Perakis, G., 2020. Data analytics in operations management: A
review. Manufacturing & Service Operations Management. 22(1). pp.158-169.
Song, J. S., van Houtum, G. J. and Van Mieghem, J. A., 2020. Capacity and inventory
management: Review, trends, and projections. Manufacturing & Service Operations
Management. 22(1). pp.36-46.
Online
Health service determinants. 2020. [Online]. Available through: <
https://www.slideshare.net/IzzeldinFadlAdam/health-service-determinants>.
25 Healthcare Metrics & KPIs To Begin Tracking Today. 2020. [Online]. Available through:
<https://www.clearpointstrategy.com/25-healthcare-metrics-kpis/>.