Identify the determinants of service quality

Assignment Help Operation Management

Reference no: EM133300457

Assignment:

Read the following case and then answer the questions that follow:

Legal claims against the Gauteng Health Department "have soared". According to the latest Annual Report‚ which was tabled in the Gauteng legislature last Friday‚ claims have climbed from "R8.9-billion to R13.1-billion from April 1‚ 2014 to March 31‚ 2015".

The total amount comprises:

- Medico-legal claims went "from R6.566-billion to R10.1-billion"'

- Civil claims "went up from R855-million to R1.502-billion; and

- Claims "from the premature termination of contracts remain at R1.508-billion".

The civil claims figure includes "R1.263-billion owing to the National Health Laboratory Service (NHLS)" which "is listed as a contingent liability as the investigation into NHLS billing irregularities is still ongoing‚ and it may be offset by a possible NHLS debt to the department of R1.6-billion. "It is important to note that the enormous R10.1-billion medico-legal claim arising from alleged medical negligence is a maximum potential liability that is unlikely to be ordered by the courts." "Some of the claims may be frivolous or not stand up to scrutiny. Nevertheless‚ the huge jump in the past year is of great concern. "The department has been paying on average about R200-million every year for medical negligence in terms of court settlements."

Questions:

1. Examine how a fish bone diagram could be used to analyse the problems listed in the above (diagram not required.)

2. Identify the determinants of service quality that the Gauteng Health Department could use to solve these problems.

Reference no: EM133300457

Questions Cloud

Identify functional requirements-non-functional requirements : Identify 10 functional requirements and 5 non-functional requirements. Then, prioritize the requirements using the MoSCoW technique.

Identify relationships will need to key suppliers of capital : For Tiktok, identify the relationships that will need to be established with key suppliers of capital, customers or those who control essential resources.

Calculate the cost reduction objective : Calculate the cost reduction objective. Outline two cost management techniques DSS could apply to achieve the cost reduction objective.

How might a business mitigate the risk of their occurrence : What are some tips for avoiding a failed implementation, and how might a business mitigate the risk of their occurrence?

Identify the determinants of service quality : Identify the determinants of service quality that the Gauteng Health Department could use to solve these problems.

Identify operation of his supply chain : Report on the supply chain metrics he can use to evaluate performance and identify improvements to the design and operation of his supply chain.

Integration between primary care and public health : Contrast the ways that state and local governments can work with healthcare organizations to foster integration between primary care and public health.

Which of the steps in product design process : Which of the steps in the product design process is most problematic for global manufactures and why?

How might content on team management to team project : How might you apply lessons from the content on team management to your team project in this class?

User Account

All Pages