MBA Operations Management - Case Study Guides - 06: THE CULTURE OF QUALITY AT ARNOLD PALMER HOSPITAL

VIDEO CASE STUDIES
THE CULTURE OF QUALITY AT ARNOLD PALMER HOSPITAL

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The Arnold Palmer Hospital (APH) video for this case (10 minutes)
is available in MyOMLab. Also note that the Global Company
Profile that opens this chapter highlights additional issues of quality
related to APH.
1. Why is it important for APH to get the patient’s assessment of
health care quality? Does the patient have the expertise to judge
the health care she receives?
The patient’s assessment of health care quality may drive where
the patient goes the next time services are needed. Patient
complaints may drive an entire medical practice (for example, a
group of 20 OB/GYNs) to send all their patients to a competing
hospital. Patients cannot accurately judge all aspects of their
medical care, or the care of their child, but they can certainly
judge cleanliness, comfort, response times, food, appearances of
competence, staffing shortages, politeness, billing errors, bed wait
times, etc.
LO 6.1: Define quality and TQM
AACSB: Reflective thinking
2. How would you build a culture of quality in an organization
including APH?
To build a culture of quality in a hospital you need (see Figure 6.2
for a model to build on in class):
Organizational practices:
 Leadership: Top-down support for a total quality manage
ment plan.
 Staff support: Good hiring policies that only select the best
skilled, warmest, most caring, reliable staff.
 A quality plan that is part of the overall strategic plan for
the hospital.
Quality principles:
 Quality standards that can be published, measured, and
compared.
 Customer focus: Procedures to review patient quality care.


   TQM tools techniques that foster quality:
Measurements for the cost of quality.
Plans for dealing with safety and liability problems so
they are studied and not allowed to repeat.
Process controls for such areas as lab tests and pharmacy
prescription errors.
Effective supplier evaluation and development.
JIT suppliers.
Employee fulfillment:
 Employee quality circles and programs.
 Quality improvement teams that cover all functional areas.
 Empowered employees
LO 6.1: Define quality and TQM
AACSB: Reflective thinking
3. What techniques does APH practice in its drive for quality
and continuous improvement?
 Uses benchmarking very effectively.
 Employs an executive “dashboard” scoreboard to keep
track of major indices of quality.
 A 24-hour hotline system for patients to reach administra
tors to report problems.
 Carefully selects and trains its employees and imbues them
with the hospital’s quality credo.
 Empowers employees at all levels to deal with problems of
quality immediately (providing up to $200 in gifts to
satisfy patients/customers).
 Makes extensive use of the tools of quality described in
this chapter, especially Pareto and process charts.
LO 6.4: Explain how benchmarking is used in TQM
LO 6.6: Use the seven tools of TQM
AACSB: Reflective thinking
4. Develop a fishbone diagram illustrating the quality variables
for a patient who just gave birth at APH.






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OPERATIONS MANAGEMENT - 2017 - COLLECTION

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Operations Management, 2015, 12th Edition, William J. Stevenson - Free Download Link
Operations Management, Sustainability and Supply Chain Management, 11th Edition, 2014, Jay Heizer, Barry Render - Free Download Link

Operations Management: Sustainability and Supply Chain Management, 12th Edition, Jay Heizer, Barry Render, Chuck Munson, 2017
Principles of Operations Management: Sustainability and Supply Chain Management, 10th Edition, 2017
Operations Research: An Introduction, 10th Edition, Hamdy A. Taha, 2017
Introduction to Operations and Supply Chain Management, 4th Edition, Cecil B. Bozarth, Robert B. Handfield, 2016 
Operations Management: Processes and Supply Chains, 11th Edition, Lee J. Krajewski, Manoj K. Malhotra, Larry P. Ritzman, 2016

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1. Operations Management: Sustainability and SCM, 12th Edition, Jay Heizer, 2017

2. Operations Management, Sustainability and SCM, 11th Ed, 2014, Jay Heizer

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3. Principles of Operations Management: Sustainability and SCM, 10th Ed, Jay Heizer, 2017

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4. Operations Management, 2017, 12th Edition, William J. Stevenson

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5. Operations Management: Processes and Supply Chains, 11th Edition, Lee J. Krajewski, 2016

6. Operations Research: An Introduction, 10th Edition, Hamdy A. Taha, 2017
7. Introduction to Operations and SCM, 4th Edition, Cecil B. Bozarth, Robert B. Handfield, 2016 

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