Case Study Essay Example for Free

Case Study Essay Why is it important to get the patient’s assessment of health care quality? Does the patient have the expertise to judge the health care he or she receives? The patient is the customer. If the patient â€Å"perceives† that the health care received is inadequate, then he or she may go elsewhere the next time these services are needed. Although patients may not have the expertise to judge some aspects of 2 health care, they can judge appearances of competence, improvements in the way they feel, how they are treated, the cleanliness and comfort of the environment, and timely responses to service requests. . How might a hospital measure quality? Measuring quality in a service setting such as a hospital can sometimes be dif? cult. One obvious way is to keep track of the number of patient complaints—or even lawsuits. Some other measures that could be used include, but are not limited to, the following:  ¦ Average time for nurses to respond to a patients’ call  ¦ Average time spent by patients in intensive care  ¦ Average recovery time after surgery  ¦ Average condition of patients upon discharge  ¦ Change in patient condition between admission and discharge  ¦ Number patients per staff member 3. Using the steps in the table in the case discuss how each might apply to FCGH. To answer this question, one must remember that the product provided by FCGH is health care. However, it must also be remembered that the hospital’s staff (nurses, physicians, lab technicians, etc. ) are the suppliers of that service. Thus, quality of service will depend a great deal on the staff—their motivation, attention to details, morale, level of caring, etc. Quality to the Customer:  ¦ Is conformance of the service provided compared to established quality standards? Is quality of the hospital’s health are service compared with that of competitors? Quality Costs:  ¦ Have the costs of quality been measured and have possible areas for cost savings been identi? ed? Design Review:  ¦ Do procedures exist to review patient treatment for quality? Are these procedures being carried out? Product Quali? cation:  ¦ Have procedures been established and followed to qualify new treatme nts before they are used on patients? Product Liability:  ¦ Has each treatment been scrutinized regarding safety and are appropriate records kept? Does a written plan exist for dealing with major problems regarding patient? Process Capability:  ¦ Has the effectiveness and risk of each treatment been measured, and is that information used in selecting treatments? Incoming Inspection:  ¦ Is incoming material inspected? Are staff members evaluated before being hired? Are records of these evaluations kept? Supplier Quality:  ¦ Are suppliers and staff members made aware of their quality responsibilities? Are records kept on nonconformance? Process Control:  ¦ Has the hospital developed policies for controlling treatments and lab tests? Have employees been trained to follow these policies? Inspection and Test Planning: Do inspection and test plans exist for all services provided and are records maintained on the results? Are all test procedures and equipment regularly checked for accuracy? Quality Performance Indicators:  ¦ Are quality performance indicators regularly published throughout the hospital and made available to employees? Employee Involvement Program:  ¦ Are employees involved in quali ty improvement through some process such as quality circles? Multifunctional Quality Improvement Team:  ¦ Has a quality improvement team covering all functional areas been established to monitor quality work and to work o improve it? Quality Business Plan:  ¦ Has quality been integrated into the hospital’s business plan—and from there into the overall strategic plan? 4. How can the value of a human life be included in the cost of quality control? Placing a cost on a human life is, of course, dif? cult. However, even companies that manufacture goods must deal with this if there is the possibility that a defective product could result in death. In a hospital setting death is always a possibility due to unforeseen complications or adverse drug reactions. The best approach for FCGH may be to follow whatever policies and rocedures will produce the least chance of patient death. 5. There are certain parallels between the evaluation of health care quality and educational quality. How are customer surveys used to evaluate the quality of teaching at your institutions? How are the results used? Are any other measures available to assess educational quality? What improvements would you suggest to the current system? Teaching evaluations are the â€Å"customer surveys† of education. They are used by faculty and administrators to improve curriculum and teaching methods, to evaluate faculty performance, and to bestow teaching awards. There is general agreement, however, that student evaluations of teaching are insuf? cient assessments of education quality in and of themselves. Students may give high marks to teachers based on personality, lax administration of the class, or the level of dif? culty of the course (easy grades). Further, how can students (who are just learning) judge whether the appropriate material is being taught? On the other hand, the student perceptions should not be ignored. A professor who is very knowledgeable about a subject, but who cannot communicate that knowledge is of little use to the educational process. Therefore, in assessing educational quality, multiple measures of performance should be used, including:  ¦ Teaching evaluations completed by students  ¦ Peer evaluations by faculty  ¦ Surveys of employers  ¦ Surveys of alumni  ¦ Ranking of departmental performance by other deans or industry  ¦ Placement data  ¦ Overall student evaluations based on assessments of total curriculum, rather than individual courses or teachers. QUALITY CLEANERS This case can be used to address several issues and objectives:  ¦ All employees throughout the process must be involved.  ¦ Employees must be accountable for the quality of their work. In service organizations, determining the attributes that de- ?ne quality service, and the corresponding question of how to measure quality can be dif? cult, but must be done,  ¦ The student should have suf? cient understanding of SPC to determine when, where, and how it should be applied.  ¦ Small increases in prevention and appraisal cost wi ll result in large decreases in total cost of quality.  ¦ Records are kept to maintain accountability of the employee to determine bonuses, additional training required, or possible dismissal. Another problem area identi? ed would include quipment (cleaning machine, presses) not functioning properly. These records would also indicate areas where future improvements should be directed. Given below are some points that should be included in the case analysis. 1. Inspections should occur throughout the process with each worker checking his or her work and previous activities also. The astute students will also recognize the capability of using the customer as an inspector. When the garment(s) is brought into the store, the customer should be asked if there are any spots or stains that may require special attention, repairs eeded, special requests, etc. Getting this information from the customer will greatly increase the probability that the service provided meets the customer’s expectations. The counter person and the marker should be checking the garments closely for foreign objects, rather than leaving this for the cleaner, because this has the greatest potential dam age in terms of dollars and dissatis? ed customers. A load ruined by an ink pen would impact 10–20 customers and cost several thousand dollars in claims. 2. Allow for some student creativity. Possibilities would include he counter person, marker, and assembler initialing the ticket at a designated point. The cleaners and pressers could use special shaped (circle, square, triangle, etc. ) punches to punch the identi? cation tag pinned in the garment. Another option would be for the cleaners and pressers to use small plastic tags (as sometimes seen on bakery items) placed on the hanger. Whatever the solution, it should achieve the objective of accountability and require limited time and supplies cost. 3. The additional workload must be tracked over time. Time consumed must be matched with the number of complaints.

Essay on Contrasting Couples in The Taming of the Shrew -- comparison

Use of Contrasting Couples in The Taming of the Shrew      Ã‚   William Shakespeare's comedy, The Taming of the Shrew illistrates the difficulty of trying to tame a headstrong, stubborn, and a high-spirited woman so that she will make a docile wife. The one attempting to tame Kate, the shrew, is Petruchio. They contend with each other with tremendous vitality and have a forced relationship. In contrast, there is another romantically linked couple who seemingly possess an ideal relationship. These young lovers, Bianca and Lucentio, share a love that is not grounded in reality, but in fantasy. These two sub-plot characters are stock characters and Shakespeare creates the irony of the play through the differences between the two couples. It is through his use of stock characters and irony that the differences between the two couples are revealed.    Bianca and Lucentio are considered stock characters in this play for many reasons. On the surface of things, Bianca is a sweet, mild-tempered young woman. She shows obedience towards her father and fosters his favoritism for herself by playing the part of a noble victim who cannot marry until her shrewish sister is wed. "Bianca is the epitome of a stock character. She is the sweet, innocent girl that all the g... ...terary Criticism Vol. IX, Detroit, Michigan: Gale Research Co., 1983. Shakespeare, William, The Taming of the Shrew New York, New York, Washington Square Press, 1963. Snider, Denton J., "William Shakespeare" on The Taming of the Shrew, Shakespearean Literary Criticism Vol. IX, Detroit, Michigan: Gale Research Co., 1983. Wade, Charles, "William Shakespeare" on The Taming of the Shrew, Shakespearean Literary Criticism Vol. IX, Detroit, Michigan: Gale Research Co., 1983. Webster, Margaret, "William Shakespeare" on The Taming of the Shrew, Shakespearean Literary Criticism Vol. IX, Detroit, Michigan: Gale Research Co., 1983.

RoseWood Hotels & Resorts

RoseWood Hotels & Resorts: Branding to increase customer profitability and lifetime value. Rosewood Hotels& Resorts(Rosewood) , a private hotel management company started in 1979, that built a global reputation with iconic luxury hotels such as The Mansion and The Carlyle, became well known for its ability to enhance a property’s value by creating unique, one-of-a-kind properties with a small ultra-luxury residential style. But amidst this, the brand ROSEWOOD became muted, unmentioned. The issue here is to establish Rosewood as a true brand. A branding decision is to be made to establish the company’s future. Rosewood with or without a corporate brand needs to be evaluated in order to arrive at a decision. The first thing is-whether or not a corporate branding. * Establishing a corporate brand would mean to fall into the same league where other corporate brands were in. Rosewood without a corporate branding was at par with the branded ones. Its occupancy rate across years has been almost the same for- be it The Marriott or The Four Seasons Hotels, inspite of relatively higher prices at RoseWood. Moreover, it would mean to keep the brand promise across the properties – by ensuring perfect product/service performance across the portfolio, internal soft branding initiatives and significant marketing investment. But keeping in mind the uniqueness of each Rosewood hotel and their â€Å"SENSE OF PLACE† philosophy, consistent brand-wide performance standards seems a bit unrealistic. Each place has something new and unique to offer its guests. Standardizing it was not the Rosewood way of work. They understood the customer needs according to their functioning place and believed in offering the same. This was their Unique Selling Point and diverting from this would mean a high impact on the customer expectation. A corporate branding is not the only solution to increasing the customer profitability and lifetime value. Surely Rosewood needs cross-property increase. Seeing RoseWood’s statistics, upto 40% customers come back to the same hotel of Rosewood’s But only 5% are involved in cross property usage. In the individual brand range, they typically had 5-10% cross property usage rate and this number went upto 10-15% In case of corporate-branded hotels. But RoseWood was struggling at a mere rate of 5%- the lowermost rate even in the individual brand range. So they need to boost up this number to at least gain the higher edge in their own category of individual brands. I would suggest these short term course of action so as to achieve higher customer profitability and lifetime value. 1. People definitely like being at RoseWood- keeping in mind their occupancy rate (average of 60% for last 3 years) and 40% customers coming back again to the same hotel. Customers are happy to be at RoseWood properties. But little can they relate with other RoseWood hotels. The RoseWood hotel they go to provides them with a comfortable stay. When their guests go to a new place that also has a RoseWood property, they should know what to expect and those who liked it first will definitely want to have the same comfortable stay again. For e. g. A Mc-Donalds store worldwide is known for the food they provide. When going in a Mc-D they know what to expect and what level of food they will get. But even a Mc-D store in Gujarat has customized itself according to the place they are at and provides only vegetarian there. RoseWood’s main strength is their uniqueness. But they need to build an inter relation among their hotels so that they maintain almost same level of service and comfort. People should go in to experience something new but with the faith of same level of service. 2. When a customer checks-out from a RoseWood property, they can be asked to fill a small interactive feedback form and a satisfied customer should be handed with a handout of other RoseWood hotels with a promise that they can have the same satisfaction of stay there as well. . RoseWood can implement that when a guest leaves, he is made aware of other RoseWood hotels with a provision that whenever they are to go to a place having another of RoseWood’s hotels, they can just contact the manager of their regular RoseWood hotel staff/manager and all arrangements for their stay at that place can be made beforehand as per the guests convenience. Also, by this the customers would not go to a new place and make choices whether or not to turn up to RoseWood hotel at that place. They could implement the branding in a bit subtle way like The Mansion-from the house of RoseWood or The Mansion (RoseWood properties) so that people can be aware of and relate to them. 5. They need to collaborate more with the travel agents. They do promote the hotel but not the brand. Educating the customers about RoseWood as well along with the hotel would help the customers to relate and entrust in them. 6. Even the guests who have stayed in RoseWood hotels do not know of RoseWood as a brand. They need to bring the guests’ focus on RoseWood as well during their stay. Logo and promotion should be moved towards higher profile amenities as well. Their conversations on telephone to the dress of the staff should justify that they are a part of the RoseWood. As far as the long term initiative is concerned, being a status symbol never hurts. In Fact it is the need of the hour to be a leader in the competition. So, they might as well like to go for corporate branding if willing to compromise on their â€Å"Sense Of Place† philosophy to some extent.

Reflection On Culture And Diversity - 796 Words

1. From my perspective, when I think of diverse contexts, I think of a great variety of influences and events interrelated to a particular situation. The relationship between culture and diversity is a great variety of groups represented within a community. These variety of groups are formed by race, ethnicity, age, ability, language, nationality, socioeconomic status, gender, religion and sexual orientation. As an African American who is aware of the difficult challenges (such as slavery and segregation) that my culture has endured, it has taught me to respect social, political, and cultural differences that characterizes the people in this country. I am knowledgeable and educated on cultural differences, which has taught me to embrace†¦show more content†¦2. From Chapter 1 in our Reframing Organizations text, the symbolic frame makes the most sense to me because it focuses on the issues of meaning and faith. It puts ritual, ceremony, play, story and culture at the heart of the organizational life. From my perspective, the symbolic frame doesn’t focus on the event but rather the meaning of that particular event. This specific frame was easier to comprehend than the other three frames. 3. As I reflected on the Dilbert cartoon, I believe the content of the narrative to ring true. For example, I previously worked as a customer service representative for New York and Company. There were many instances where I felt like customers didn’t receive proper customer service and the rules of the company were unethical. On my end, I didn’t agree with how the customers were handled. I expressed my dissatisfaction to management and I was informed that as long as I wanted to be employed by this company, I had to follow their rules. Eventually I resigned from my position because I felt guilty about how things were conducted by the company. I’m using this as a prime example in relation to the Dilbert cartoon because most companies focus on the welfare of their company versus the happiness of the employees, who are fulfilling the job duties. In some cases, the welfare of the company and its corporate strategy doesn’t involve what’sShow MoreRelatedR ace Culture Diversity - Reflections on Issues Relating to the Traveller Community and the Portrayal of Minority Groups in the Media1733 Words   |  7 PagesMany issues have been introduced and discussed in regards to race, culture and diversity, and their impact on children and society. In the attached journal I have recorded some of the subjects we discussed in group sessions such as: British Empire Legacy, Equal Opportunities, Post Code Culture, Ethnic Minorities, Sex Education, Legislations, and the Traveller Community. I have also included other interesting issues that I came across and thought to be relevant to this module. 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