Apollo Hospitals: Differentiation through Hospitality Case Solution & Answer

This Case is about OPERATIONS MANAGEMENT

PUBLICATION DATE: June 01, 2013 PRODUCT #: IMB425-PDF-ENG

The responses were usually open ended, in the type of patients’ remarks, views, or ideas. Dietary service had the least amount of 1,434 grievances received; the housekeeping section received the maximum amount of grievances, while some were related to mild distress a number of the criticisms were real issues.

While some were generic, a number of the criticisms were quite particular. All these were examined, which might enable the hospital to work towards reducing the total variety of criticisms. Text analytics was used to examine the open ended grievances. As a way to obtain deeper insights, “Flaw-Flawed” techniques were used to recognize the procedures that caused the defects. Dr. Rao and his team have developed standards for several common criticisms with three degrees of service by embracing the Kano model.

Crucial to Quality (CTQ) metrics are defined and Sigma amounts were computed for each CTQ. Dr Rao is pondering on what’s an excellent Sigma score goal to place given the significance of hospitality in Apollo Hospitals.

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