A model for determining the value of patient satisfaction in healthcare

2019 ◽  
Vol 26 (3) ◽  
pp. 798-815
Author(s):  
Jan M. Myszewski ◽  
Madhav Sinha
Keyword(s):  
Patient Satisfaction ◽  
Process Management ◽  
Value Added ◽  
Poor Quality ◽  
Quality Level ◽  
Related Factors ◽  
Content Type ◽  
Case Examples ◽  
To Come ◽  
The Cost

Purpose The purpose of this paper is to find determinants of the effectiveness of the business improvement processes that create value for services offered to patients in healthcare industries. The words patients and customers are used interchangeably throughout without any distinction. The features that distinguish medical services of different types and their inter-related factors are examined. The aim is to come up with a model of value vs cost that can help healthcare managers examine and use this exercise as an example of improvement micro-projects to help reduce cost and eliminate the patient’s dissatisfaction gaps. Design/methodology/approach The list of factors or attributes influencing the creation of value of a given medical process or a single procedure is described. The factors in the value creation are examined that will help in the categories for the risk analysis to determine the value-added benefits for the patient outcome. The cost analysis is approached from two angles to include: the cost of the service, and the costs of poor quality of service. Findings The model describes the value for the patient satisfaction depending on the quality level or grade of the treatment or procedures used and the cost factor. The analysis is done at several levels with special reference to case examples. A search for various analogous models in similar service providing situation used in business process management of other process types is highlighted and discussed. Originality/value The model is an interesting generic illustration for considering value vs cost in all patient care strategies. It enables the position of various medical procedures that can be applied to the same disease in order to keep the variations as minimum as possible within the quality control specification limits. The importance in different aspects of check-points or hold points for inspection is also discussed.

Balqis restaurant: how to move on?

2017 ◽  
Vol 7 (3) ◽  
pp. 1-19
Author(s):  
Farzana Quoquab ◽  
Shazwani Binti Ahmad ◽  
Wan Nurul Syazwani Binti Wan Danial ◽  
Jihad Mohammad
Keyword(s):  
Subject Area ◽  
Marketing Mix ◽  
Business Success ◽  
Strategic Decisions ◽  
Gradual Improvement ◽  
Content Type ◽  
To Come ◽  
Set Up ◽  
The Right ◽  
The Cost

Subject area This case can be used in marketing management as well as consumer behaviour courses. Study level/applicability This case is suitable to use in advanced undergraduate levels, MBA and MSc in marketing courses that cover topics related to market segmentation and marketing mix strategies. Case overview This case highlights the dilemma of an entrepreneur and a manager of a restaurant who were to take a decision about the sustainability of their restaurant business. Balqis Restaurant was owned by Danny who was a retiree from Telekom Malaysia. He wanted to open a restaurant business after he came back from his long holiday trip. He conducted market research to find a suitable place to open his Arabic restaurant. He assigned Waleed Masood Abdullah as the manager of Balqis Restaurant. Finally, in June 2010, he opened his long awaited restaurant at Gombak, Kuala Lumpur. The restaurant was known as Qasar before the name was changed to Balqis in 2015 because of copyright issues related to Saba’ restaurant at Cyberjaya. The restaurant was well managed under Danny’s supervision for 4 years and successfully won customers’ hearts and loyalty before he decided to give full responsibility to Waleed in March 2014. Danny trusted Waleed because he taught and trained him. However, under Waleed’s management, Balqis started to lose its customers. Waleed also started to branch out the restaurant to different places in different states; one in Ipoh, and the other in Perak. He invested much money on renovation for all three branches, but one of the restaurants closed down in September 2014. This is because of the fact that they could no longer bear the cost of operations for the restaurant. However, he failed to learn from the mistake; they set up another restaurant, which was in Kuantan, in the same month. The sales were not that encouraging but it did show gradual improvement; yet, they once again sold it to another Arab businessman. Waleed realized his failure in managing the restaurant business in August 2015. He again opted to open another new branch which was questioned by Danny. He was in a rush to open it by the end of December 2015 to ensure that the additional profits from the current restaurants could cover the variables costs if the new restaurants were launched. Based on that, the owner had to make a decision about whether a new branch should be opened or whether they should just retain their restaurant in Gombak. Expected learning outcomes The learning objectives of using this case are as follows. 1. Knowledge enhancement: to help students in understanding the problems faced by a restaurant in expanding its market; to make students aware that a properly blended marketing mix is the key to business success and to broaden students’ views and understanding in targeting the proper market segment in formulating an effective marketing strategy. 2. Skills building: to be able to identify the best marketing strategic decisions to manage the restaurant business for its survival and to develop students’ ability to analyse the existing situation to come up with a viable and effective solution. 3. Attitudinal: to help the students to have intellectual openness in accepting different ways of finding solutions for a particular problem and to assist students in making the right move at the right time. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS 8: Marketing.

Effect of ISO 9001 non-conformity process on cost of poor quality in capital-intensive sectors

2015 ◽  
Vol 32 (2) ◽  
pp. 144-155 ◽  
Author(s):  
Andrea Chiarini
Keyword(s):  
Poor Quality ◽  
Iso 9001 ◽  
Content Type ◽  
Total Cost ◽  
Periodic Maintenance ◽  
Research Findings ◽  
The Cost ◽  
First Time ◽  
Capital Intensive ◽  
Cost Of Poor Quality

Purpose – The purpose of this paper is to investigate whether there are differences in terms of the effect of the ISO 9001 non-conformity process on the cost of poor quality in different sectors. In particular, to investigate the effect on six sectors of companies which manufacture their products mainly through machines and plant (i.e. capital-intensive companies). An additional aim is to understand what the reasons for these differences are and why ISO 9001 has limitations in reducing the different categories of costs of poor quality. Design/methodology/approach – The paper is based on a questionnaire administered to a sample of 42 companies divided into six different sectors: chemical, pharmaceutical, mechanical, food, ceramic and steel. Respondents were asked to give a percentage score for the contribution the ISO 9001 non-conformity process makes to the reduction in total cost of poor quality and to its categories: scrap, rework, machine stoppage, re-inspections, rejected products and recall cost. A one-way Anova test was applied to the means of the percentage scores to determine whether there are differences between the means of the total cost of poor quality and its categories. Qualitative comments and suggestions from the companies provided information that helped explain the reasons for such differences. Findings – The results of the research show that there is no difference within and between the sectors in the means of the total cost of poor quality and scrap cost, whereas there are significant differences in the means of the other costs of poor quality between the six sectors. The ISO 9001 non-conformity process has limitations in reducing the costs of poor quality and suggestions concerning the limitations of ISO 9001 in the Research and Development process emerge. Research limitations/implications – The generalizability of the research findings is limited because of the use of just six sectors of capital-intensive companies. Further research about differences in different sectors is needed. Practical implications – The implications of this research are useful for consultants and managers who want to understand what the limitations of the ISO 9001 non-conformity process are on the cost of poor quality in the six sectors. The findings clearly show how, together with ISO 9001, they should take into account other improvement processes such as periodic maintenance and revamping. Originality/value – The paper discusses in a quantitative way and for the first time the effects of the ISO 9001 non-conformity process on the cost of poor quality.

Toward understanding principals’ hiring practices

2016 ◽  
Vol 54 (2) ◽  
pp. 173-190 ◽  
Author(s):  
Mimi Engel ◽  
F. Chris Curran
Keyword(s):  
Public Schools ◽  
Qualitative Interviews ◽  
Teacher Recruitment ◽  
Geographic Location ◽  
Value Added ◽  
Chicago Public Schools ◽  
Hiring Practices ◽  
Content Type ◽  
Case Examples ◽  
Starting Point

Purpose – The purpose of this paper is to explore variation across principals in terms of the number and types of strategies they engage in to find teachers to fill the vacancies in their schools. The practices that the authors consider to be strategic are aligned with the district’s goals and objectives for teacher recruitment. Design/methodology/approach – The authors selected 31 schools from the Chicago Public Schools system through a combination of stratified random sampling and purposive sampling. Through analysis of qualitative interviews with the 31 principals of these schools, the authors explore a range of principals’ hiring strategies and provide brief case examples to illuminate differences in hiring practices across principals. Findings – The authors find that the majority of principals in the sample engage in relatively few of the practices considered strategic. Interestingly, sample principals who engaged in seven or more strategic practices were more likely to work in high schools than in elementary schools. Research limitations/implications – While the range of strategic hiring practices the authors explore provides a starting point for analyzing principals’ hiring practices, it is important to recognize that the list of strategies the authors consider is not exhaustive. For instance, the context of the study did not allow the authors to analyze practices such as the consideration of teacher value-added scores. Practical implications – This study should be replicated in other contexts in order to see whether and how principals’ hiring practices vary by country, geographic location, urbanicity, and other factors. Originality/value – This study is the first, to the authors’ knowledge, to detail principals’ hiring practices in relation to their district’s teacher recruitment plan with the aim of adding to the knowledge base on teacher hiring.

scholarly journals Process Management: the Case of the Foreign and Commonwealth Office

2020 ◽  
Vol 12 (1) ◽  
pp. 58-77
Author(s):  
Marta Mazur-Małek
Keyword(s):  
Process Management ◽  
Management Strategies ◽  
Value Added ◽  
Process Efficiency ◽  
Review Of Literature ◽  
The Cost ◽  
The Impact ◽  
Practical Implications ◽  
Practical Nature ◽  
Modern Technologies

AbstractObjective: The objective of the article is to mark the introduction of process changes in relation to the Emergency Travel Document service by The Foreign & Commonwealth Office. The paper analyses the changes and relates them to process and cost management strategies. Thus, it presents how process efficiency may be managedMethodology: The article is of a theoretical and practical nature. The method used in the theoretical part is a review of literature on process management. The second part includes an analysis of The Foreign & Commonwealth Office’s own documents.Findings: The use of digitalization greatly facilitates the process for British citizens who are abroad and need to obtain a travel document. This facilitation applies to both customers and FCO employees. Numerous factors influence the processing time reduction, which in turn increases productivity.Value Added: This article presents an example of the practical use of digitization in the process of issuing the Emergency Travel Document. The value is to show the impact of modern technologies on improving the processes for the organization itself (in the form of optimizing operational costs and increasing efficiency) and for the customers.Recommendations: The use of digitization can be successfully implemented to streamline organizational processes. It can help in reducing their time and limiting human involvement. Increased productivity lowers the cost of a single unit of the service. The changes allow for a more standardized and repeatable service. The approach can be used to manage processes in any organization; though practical implications outlined in the text can serve as an example for other organizations offering similar services.

South African budget plans may prove too ambitious

2020 ◽  
Keyword(s):  
South African ◽  
Structural Adjustment ◽  
Poor Quality ◽  
Economic Recovery ◽  
Strategic Investment ◽  
Adjustment Programme ◽  
Content Type ◽  
Public Sector Unions ◽  
The Cost ◽  
Spending Cuts

Significance However, the MTBPS relies even more heavily on getting powerful public-sector unions to agree to unprecedented wage freezes over the next three years, putting its credibility in doubt at a time when Pretoria urgently needs to win back the confidence of investors. Impacts The risk is rising that the country could be forced to go to the IMF for a full structural adjustment programme within a couple of years. Funds for South African Airways (SAA)'s rescue will not cover the cost of creating a new carrier, which depends on strategic investment. The spending cuts could weigh further on poor-quality delivery of public services and may also dampen an economic recovery.

Johnsonville Sausage LLC: finding new opportunities beyond the pork commodity markets

2019 ◽  
Vol 15 (3) ◽  
pp. 181-198
Author(s):  
Keith D. Harris
Keyword(s):  
Undergraduate Students ◽  
New Ventures ◽  
Public Information ◽  
Value Added ◽  
Secondary Data ◽  
Commodity Markets ◽  
Raw Material ◽  
Total Production ◽  
Content Type ◽  
The Cost

Theoretical basis This case used the interplay between individuals, firms and markets to examine how a company sustained success from its value adding activities. The theory of value creation was demonstrated by the leader’s ability to configure the firm’s tangible and intangible resources to create opportunities beyond the commodity markets. Also, what matters were not just the technical processes of developing value-added products, but how the company’s culture served as a link to new products, new markets and new ventures. Research methodology The case was based on primary and secondary sources. The primary sources face-to-face semi-structured recorded interviews with the protagonist at the company’s headquarters. The secondary data were from the company’s website, and public information about Johnsonville Sausage LLC. Supplemental information was gathered from market research firms. No names have been disguised. The case has been classroom tested with undergraduate students in a capstone course. The author has no personal relationship with the company. Case overview/synopsis Kevin Ladwig, Vice President, was concerned by the expanded production of ethanol, an attractive supplement to gasoline in the USA. Because most ethanol is processed from corn, expanded production of ethanol heightened the demand for corn. Since corn is a staple feed ingredient for animals, heightened demand for corn increased the cost of Johnsonville’s raw material – hogs. In fact, the cost of feed was Johnsonville’s major economic input in animal production from farrow to finish, accounting for up to 70 percent of the total production cost of hogs. The case introduces the nexus of food and energy markets and how the “Johnsonville Way” was used to convert an old idea into an innovation. Complexity academic level This case is appropriate for undergraduate and graduate courses in business and agribusiness management. It would also be appropriate for courses using concepts in innovation and organizational culture.

scholarly journals Multinational enterprises, risk management, and the business and economics of peace

2017 ◽  
Vol 25 (4) ◽  
pp. 270-286 ◽  
Author(s):  
Jennifer Oetzel ◽  
Jason Miklian
Keyword(s):  
Multinational Enterprises ◽  
Value Added ◽  
Holistic Approach ◽  
Investment Risk ◽  
Local Society ◽  
Content Type ◽  
Case Examples ◽  
Local Environments ◽  
Complex Settings

Purpose The purpose of this paper is to reconceptualize how managers of multinational enterprises (MNEs) manage risk, particularly in fragile and/or conflict-affected areas of operation. The authors suggest that MNEs consider reducing risk at its source rather than trying to avoid or react to risks as they occur. By incorporating peacebuilding strategies, managers may not only reduce investment risk but also contribute to stability and prosperity in the communities where they operate, and gain a competitive advantage in doing so. Design/methodology/approach The authors show how firms can take a more holistic approach to working in conflict-affected areas. They do so by overlaying conceptualizations of risk with those of peacebuilding and then use case examples to illustrate how such actions work in practice. Findings Using a series of examples, the authors find that MNEs that incorporate peacebuilding frameworks in their risk calculations in complex settings tend to have a better understanding of local environments and how they affect firm operations and profitability. These same MNEs may hold a long-term advantage over international competitors that do not share the same understanding. Originality/value The authors argue that the study of relationships between international businesses and society in conflict-affected or fragile areas of operation is under-developed and tends to focus on negative (risk-aversion) aspects as opposed to positive (value-added) opportunities. This paper offers new ways in which these relationships can be reconceptualized. The authors’ main takeaway is that a peacebuilding approach does not require corporations to be arbitrators of peace at the expense of profit. Rather, it is instead a broader way to conceptualize and weigh risk when working in the world’s most challenging regions. This approach is more likely to be in the long-term interest of both the firm and the local society where the firm operates.

Determining the cost of poor quality and its impact on productivity and profitability

2014 ◽  
Vol 4 (3) ◽  
pp. 296-311 ◽  
Author(s):  
Shahid Mahmood ◽  
Syed M. Ahmed ◽  
Kamalesh Panthi ◽  
Nadeem Ishaque Kureshi
Keyword(s):  
Labor Productivity ◽  
Construction Projects ◽  
Data Entry ◽  
Poor Quality ◽  
Measuring System ◽  
Appraisal System ◽  
Content Type ◽  
The Cost ◽  
Cost Of Poor Quality

Purpose – The purpose of this paper is to examine how effectively the cost appraisal system proposed measures the cost of poor quality (COPQ) in a construction project. The paper first formulates how COPQ can be measured and later clarifies the relationship between COPQ, labor productivity, and profitability. Design/methodology/approach – In order to measure COPQ, the researchers prepared data entry forms for recording COPQ items on a daily basis and formulated the cost contribution of lost material, lost man-hours, lost machinery hours, and lost overhead on the overall COPQ for the project. The proposed method was then applied in a case study. Findings – The results showed that, for the 60-days study period, COPQ decreased by about 24 percent while labor productivity and profitability increased by about 17 and 11 percent, respectively, after the implementation of COPQ measuring system. This study further supports the use of the COPQ system in construction projects as a mechanism to facilitate continuous improvement. Originality/value – COPQ is a major cost that is often ignored in construction projects due to the difficulty of measuring it. This paper presents a COPQ measuring and recording system capable of identifying COPQ. The implementation of the system is shown to increase productivity and profitability as demonstrated by the project used for the case study.

Model of the port performance metrics in ports by integration six sigma and system dynamics

2018 ◽  
Vol 35 (1) ◽  
pp. 82-108 ◽  
Author(s):  
Asep Ridwan ◽  
Bernd Noche
Keyword(s):  
Complex System ◽  
System Dynamics ◽  
Six Sigma ◽  
Performance Metrics ◽  
Poor Quality ◽  
Content Type ◽  
Cargo Handling ◽  
Entire Flow ◽  
The Cost ◽  
Metrics Model

Purpose The purpose of this paper is to design a model of the port performance metrics for improving the quality in ports by integration of six sigma and system dynamics (SD) approach. Design/methodology/approach The port performance is measured by the sigma value (SV), the process capability indices (PCIs), and the cost of poor quality (COPQ) as the performance metrics. A port is a complex system that requires SD as an appropriate tool to simulate the model dynamically. The performance metrics focus on measuring the port performance in the entire flow of material in the cargo handling process. Findings With this model, the changing of the SV, the PCIs, and the COPQ can be identified and analyzed the results to improve the performance in ports. These metrics are utilized to eliminate “waste” in the cargo handling process at ports. This waste consists of lost and damaged cargo, equipment and transporter breakdown, and equipment and transporter delay time. The port performance metrics model can assess the causal relationships in ports as a complex system. Originality/value Studies on integration between the six sigma model and SD in ports are few and relatively limited. The port’s performance can be measured directly using the SV, the PCIs, and the COPQ in the simulation. The port performance metrics model will give the decision makers to make some scenarios to contribute for the optimization of performance in ports.

Predicting the progress trends of science and technology in Iran through a system dynamics approach

2016 ◽  
Vol 11 (1) ◽  
pp. 116-133
Author(s):  
Reza Dabestani ◽  
Nasim Nahavandi ◽  
Mohammad Saljoughian
Keyword(s):  
Research And Development ◽  
System Dynamics ◽  
Technology Development ◽  
Science And Technology ◽  
Value Added ◽  
Related Factors ◽  
Content Type ◽  
Development Expenditure ◽  
Patent Applications ◽  
The Government

Purpose – The purpose of this study is an attempt to identify the most crucial factors and their influence on one another, which can result in predicting the country’s next phase of progress based on these factors’ variation patterns. Design/methodology/approach – The authors proposed a model based on the existing literature and then ran a system dynamics analysis on the data obtained from the World Bank official Web site. The factors including “Research and development expenditure (% of GDP)”, “Scientific and technical journal articles”, “Patent applications”, “Trademark applications”, “Industry value added”, “Researchers in R & D (per million people)” and “High technology export” were considered as the related factors with science and technology. Findings – The findings can also reveal what aspects require more attention and investment if the government demands to facilitate and accelerate the development process. The results show that the most intense increase refers to the number of patent applications and trademark applications, and the lowest increase is related to research and development expenditure and researchers in R & D. Practical implications – The authors hope that tracking the changes of those factors leads practitioners and scholars to have a better understanding of the trends of science and technology development in a country, which in turn leads them to foresee the country’s upcoming opportunities as well as challenges. Originality/value – Proposing a system dynamic model for predicting science and technology trend in a country is relatively novel.

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