Evaluating Theories for Service Quality in the Healthcare Sector

This report focuses on the application of various theories in healthcare service quality, including the Kaizen, Lean, and Six Sigma models. It begins by defining key terminology used in the healthcare sector, such as the National Health Service (NHS), and then explores the characteristics of different areas within healthcare, including management, marketing, and assembling departments. The analysis examines the strengths and differences between these quality theories, highlighting how each model contributes to service improvement and patient satisfaction. The report emphasizes the importance of continuous improvement, waste reduction, and employee involvement in enhancing service quality. Finally, it offers recommendations based on issues faced by the NHS, aiming to improve efficiency and patient outcomes through the strategic implementation of these quality theories. The report utilizes insights from various research papers to support its findings.

THE RANGE AND SCOPE OF THEORIES APPLIED IN
SERVICE QUALITY OF HEALTHCARE SECTOR
STUDENT’S NAME
STUDENT’S ID
SUBJECT NAME
PROFESSOR’S NAME
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Table of Contents
1. Defining and explaining the terminology used in healthcare sectors ..............................................3
2. Characteristics of various areas of healthcare sector........................................................................4
3. An analysis of the strengths and differences between quality theories and models of Healthcare
sector....................................................................................................................................................6
4. Recommendations based on issues faced by NHS.............................................................................7
REFERENCES........................................................................................................................................10
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The main aim of this assignment is that to focus on the scope of the different theories applied
in the service quality of healthcare sector. This assignment studies the terminology used in
healthcare sector like National Health service organization, characteristics of the services in
healthcare sectors and it analyses the strengths and the differences between the different
theories of the healthcare sectors. The above mentioned points are discussed in this study.
1. Defining and explaining the terminology used in healthcare sectors
Kaizen model
This model focuses on the ways by which a business can be developed in a better way to
fight with the competitors. It also focuses on the ways of improving the better quality
services to the customers so that they are satisfied by the services. On the other side,
company requires to adopts advance technologies at the work place so that they can produce
better quality services. Among all the models Kaizen model was one of the models that have
been applied by different healthcare industries. Moreover, NHS has adopted this model in
order to develop their business in a better way. Estampel et al. (2013, p.247), opined that this
model helps in the continuous development of the business. On the other side, it has been
analysed that the methodologies are similar. The healthcare industries are using the similar
methods in order to provide better services to the customers. Additionally, it also reduces the
operational expenses of the organisations and it also makes continuous improvements of the
organisations so that they can prosper in future.
Additionally, while using these models in the industry it also helps in eliminating the barriers
and risk of the organisations and it helps the industry to improve the better services as well
as the quality of the goods and the services. Wells et al. (2012, p.168), opined that
additionally, it has been analysed by the researchers that this model has been applied by the
healthcare industries. From the Kaizen model, it can be analysed that it forms a team and
gathers information. This states that the ideas are being observed and they are examined in
order to gather information regarding the process. On the other side, it also focuses on the
needs of the process that the teams will focus at the time of improvement. Last but not the
least; it also selects the goals or the objectives of the business. In this stage, the team focuses
on how better technologies that can be adopted in the organisations, and it focuses on the
improving the services which is provided by the employees to their consumer. As well as that
has been framed by the management team of the organization.
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Lean model
Another model that can be highlighted from the fact is the Lean model. This focuses on
eliminating of the obstacle and risk in the organization . Paulin et al. (2015, p.73), analysed
that these wastes can be defined in different ways they are waste from environmental ,
control, industry, motion, waiting, overproduction, over-processing and the defects. On the
other side, in the case of transportation the goods are lost in transit, the services may be
damaged and many other factors. Additionally, it does not make any changes to the services
that the consumer is willing to pay. Beuren et al. (2013, p.222), stated that the organization
requires to better quality of services to their customers without difficulties which helps
patients to feel safe and secure at the work place. Moreover, it has been observed by the
researchers that these factors are creating any sort of incomes for the producers as well as for
the consumers. The above mentioned items are not being actively processed to add the values
for its waste.
Six sigma model
This is a type of model that highlights in improving the quality of the employees services in
the healthcare industries. Dunning (2015, p.111), opined that if the healthcare industry
follows the six sigma models then it will definitely help in improving the better quality
services. The main goals of the healthcare industry are that not to make profits by providing
the services to their patients , its main goal is to satisfy the customers by providing a better
quality goods and services to the customers.
For example, NHS organization by using better means of technology so that the customers
are satisfied by the improved quality of services. Additionally, if the customers are satisfied
then the customers will become loyal towards that brand. It focuses on the continuous efforts
in order to achieve the goals of the organisations. It is the healthcare business process that
can be analysed and controlled, it also helps in achieving the sustained quality improvements
that are needed for the top level management. Additionally, it also focuses on the quantifiable
financial returns and it also helps in building a strong leadership in organisations so that the
goals can be achieved.
2. Characteristics of various areas of healthcare sector
In order to provide the wide range services of the better quality, the management team plays
important roles in providing the services related to the health disease . They renders services
in a better way so that it satisfies the needs of the customers and they become loyal towards
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that brand. Radnor et al. (2012, p.364) opined that the main aim of the NHS organization ,
focuses on the welfare of the society and provide the better services to their patients. In this
way, manager of the company identify the need of the highly trained workers who can do the
work in a better way. On the other side, this department is being managed by the manager.
He is the one who supervises the workers in order to achieve the goals of the organisation in
a better way. Additionally, he maintains a proper coordination among the employees so that
the employees can work in a better way. In this department, they effectively communicate
with the patients and other employees by the skilled workers with the use of new means of
technologies. Klapper et al. (2012, p.838), opined that if the organisations are using a better
means of technology then it will help them to improve their services. Moreover, if the
organisations are not using better means of technologies then it will hamper their service
process.
Marketing
Tie et al. (2013, p.82), stated that the main goals of the organisations are to earn maximum
profits. This goal can be achieved if the organisations are following better marketing plans
and promotional tools. On the other side, if organisations like healthcare industry want to
achieve a huge amount of profits then the firms have to conduct the market research. This
will help the firm to gather information regarding patients and their problems. On the other
hand, it also frames the plans and the policies of the organisations. The senior members of
this department indulge themselves in taking the decisions regarding the organisations and
they frame the plans and policies accordingly. On the other side, it also focuses on the
development of the products of the organisations. If the organisations are not engaged in the
development of the services. Moreover, it is the major role of th manager to see that proper
measures are taken in order to develop the services so that they can satisfy the customers.
Assembling
One of the most important departments of the management and financial is that the
assembling department. It plays the role in assembling of the all equipments related to the
medical accordingly they provide the best services to their patients. In order to assemble the
services and all equipments , the worker must be well trained and they must have a sound
knowledge regarding assembling of the all services of the organization. Moreover, it is the
final stage where the company provides the best services to consumer in which they their
promote the services in the market. Govindan et al. (2015, p.603) analysed that If the
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assembling is not done in a proper way then it can lead to rejection of the services. So, the
workers have to pay a special attention towards assembling of the goods. If the goods are
assembled in a proper way, then the goods are sent for the quality analyst process and then
the goods are being inspected by the quality analyst. If they find that the good is assembled
properly and other processes. In addition to it if the quality analyst team finds that the
product is not assembled properly then the goods are not forwarded for further processing.
Moreover, the defects of the goods are identified and analysed and then these
defects are removed from the goods.
3. An analysis of the strengths and differences between quality theories and
models of Healthcare sector
Pollet et al. (2012, p.235), analysed that There are different models that have been identified
in this assignment; they are the Lean model, Kisen model, and the six sigma model. Lean
model is the one which checks over the wastage of the goods in the organisations there are
various strengths of this model which are it improves in the customer's services by delivering
the services to the customers according to their needs and wants. On the other side, it also
focuses on the improved quality of the services that are provided by the organisations.
Moreover, it also focuses on the innovative ideas of the goods and services so that there is an
implementation of the new ideas in the workplace. Additionally, it helps in the reduction of
the waste; it also helps in the improvement of the services.
There are other strengths of this model that are the doctors satisfaction, if the workers are
satisfied in their works then in this scenario they will definitely try to find out how the waste
can be reduced so that the goals of the organisations can be achieved in a better way.
There are certain strengths that are highlighted from the scenario that it helps in the
improving the productivity of services, it ensures the fast delivery of the services at the
lowest costs. Moreover, it also ensures the better satisfaction of the customers. Additionally,
it has been analysed that the employees those who are working in the organisation that
follows this model in their work then the employees finds the work to be much easier and
enjoyable. Moreover, it reduces the wastes in the areas like as employee skills, waiting times
and many other factors that affect the business. On the other side, it improves the quality of
the services, communications, the space utilizations and the retention of the employees in the
organisations. It also provides immediate results on creative investments. The main aim of
this is to solve a large number of small sized problems in the organisations. Steinhilber et al.
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(2013, p.531), opined that Kaizen is in the ongoing process of continually making the small
improvements that improve processes and reduces the waste.
On the other side, it also improves the morale of the employees so that they feel motivated to
work hard for the organisations and if the employees are motivated then, in that case, they
will enjoy the work. It also focuses on identifying the problems at their own source.
Additionally, it also involves every employee in the process of change. NHS is well-known
as one of the leaders in using Kaizen. Fu et al. (2013, p.39) opined that it has been analysed
by the researchers that in the year of 1990 at one of the plans of the UK.
Additionally, six-sigma is a customer driven quality control program and this technique has
been adopted by different companies in order to achieve the goals of the organisations in a
better way. There are different strengths of it which are discussed in this paragraph. It is a
customer driven techniques. On the other hand, it also addresses the entire process from the
provides of the goods to the consumptions of the goods and services. Additionally, it
considered being the proactive rather than reactive, because it sets outs the process that how
the improvements can be made in a better way before any sort of defects are being observed
in the services. Moreover, it has been analysed that the companies which are getting the six
sigma certification then, in that case, they can fight in this competitive world. Moreover, it
targets the variation in the processes and it focuses on the process improvements rather than
the final outcomes. It is also considered to be the prospective methodology as compared to
other programmes and it focuses on the prevention rather than fixing it.
Additionally, it focuses on the innovative ideas that are implemented in the business in order
to satisfy the customers by providing better quality services to them so that they become
loyal towards that brand. If the companies use different new ideas then they can gain a huge
amount of profits also.
4. Recommendations based on issues faced by NHS
Additionally, it can be analysed that there are different challenges that are faced by NHS in
order to provide a better services to the customers these areas service quality is having an
effect on customers satisfactions, it is having an effect on the customer loyalty, it also creates
a competitive advantage and it also affects the relationships, it has an effect on the costs of
the organisations.
One of the main things is that of the customer’s satisfaction. If the customers are not satisfied
then in this scenario it can be recommended that the management teams of NHS have to
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identify the ways in which the customers can be satisfied in a better way. In the present world
of competition, the marketers have to satisfy the customers by fulfilling their needs and
demands and if they are unable to satisfy them then in this scenario they will shift to other
companies. Where they can avail better services in the market, there are different competitors
in this healthcare sector which are present in the market to give a tough competition to NHS.
Moreover, in this scenario, it is the responsibility of the management team to see that they are
providing the better services in the market, rather than other companies.
On the other hand, if the customers are not satisfied in a better way than a brand loyalty will
not be created by the customers. Additionally, it can be recommended that if the
organisations like as automobile industry or any other companies then in this scenario they
have to make the customers loyal towards their brands and this loyalty can be maintained by
the organisations if they are providing better quality services. In the competitive world, it is
the prior duty of each organisation to provide a better service which help in retaining the
customers.
Competitive advantage is one of an essential factors that affect the business. If the healthcare
industries are having a competitive advantage of producing various services then it can be
recommended that they can indulge themselves in producing that goods and services in a
better way in order to fight with other companies in this competitive world. Additionally, it
can be recommended that if the organisations are providing better services to the customers
then in this scenario it will help them to maintain a better relationship with the employees as
well as with the organisation also. On the other side, if the organisations are not providing
better services then, in that case, it will create negative impacts on the minds of the customers
and it will create a bad image of the organisations in the market. In this competitive world, it
is the prior responsibility of the management team to make healthier relationships with
different departments who are directly and indirectly attached with the organisations.
Last but not the least, it can be recommended that if NHS is using the modern means of
technology then, in that case, it will help the organisation to produce more services at a
reasonable prices and if the organisations are using the technologies that are not up to the
mark then in this scenario, it will be observed that there will be occurred the barriers and risk
at the work place. On the other side, it can be recommended that tangibles of the
organisations have to be increased in order to provide betters services to the customers. In
other words, the tangibles can be considered to be the physical resources of the organisations.
Moreover, NHS has to make the customers reliable so that the customers feel that they are
getting the promised services that have been given by the organisations. If it is found that the
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customers are getting reliable services then it will definitely help them to increase the
goodwill and profit of the organisations. Additionally, it is one of the main responsibilities of
the organisations that an assurance has e to be maintained in the organisations so that the
trust and confidence are being maintained among the employees. Additionally, it is the
responsibility of the organisations that to give empathy to the patients that they will get better
quality products and services.
Conclusion
From the above discussion it can be concluded that there are different theories that are related
to the healthcare sector. Moreover, there are different models and theories that have been
discussed in this study. On the other side, recommendations and roles of different
departments of the healthcare sector have been discussed in this study. Additionally, in this
modern world of tough competition, it has been recommended that in order to survive in the
market the organisations have to provide better services to the patients so that the customer’s
retention can be maintained.
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