Services and Practices Management

Brakia Carey-Mathews

May 28, 2021

American InterContinental University

Services and Practices Management

Issues in Service and Practice Management

Abstract

The purpose of this text is to explain the performance of St. Mungo's hospital. It has recently been underperforming, and it is essential to express the situation and reveal the current condition of various sectors of the organization.

Organizational Performance

Operations can affect an organization's culture in several ways related to business operations (Komlijenovic et al., 20170. These operations can be used to design and implement change and improve the organization's overall performance. The following are some of the ways as stated above.

One of the organizational operations is that it helps in improving efficiency and productivity. Productivity is the ratio of output to the ratio of input as it relates to the efficiency levels of managers and employers (Attaran 2019). It, therefore, follows that the higher the level of the ratio, the greater the business efficiency. Another operation is that it helps in reducing the cost of products and services. Higher efficiency in the organization will make the hospital incur a lower of products and services. If procedures that increase the effort needed are used, then there will arise a negative impact on the profitability levels of the business. The good organizational performance also leads to reduced investment levels. If resources are used in the right way, there will be enough of the resources to be used in the production of more goods and services.

Measurement of Organizational Performance

Organizational Economic Performance

St. Mungo's Hospital for Magical Maladies and Injuries has seen a significant decrease in profit over the last 12 months. This has resulted from increased dependency on the hospital, resulting from increased poverty levels on the neighboring people. In two years of the company's five-year strategy, St. Mungos has helped many people in more diverse areas than it did before. For example, the organization provided accommodation services to over 2,800 people who were homeless.

The hospital has also been involved in the establishment of the homelessness reduction act. The company has also been involved in the development of strategies that will help in fighting poverty and helping the homeless people in the streets. This has enabled the hospital to have a voice to speak in front of its clients. St.Mungos turned 50 in 2019 but has experienced a vast number of challenges in helping the poor and coping with the challenge of homelessness affecting many families. Despite facing various economic challenges, the main target of the hospital is to improve on its services and transform the lives of many people who directly or indirectly depend on the hospital.

Organizational Operations Performance

Organizational operations performance of the hospital is majorly on customer satisfaction. Customer satisfaction is the utility that customers derive from the services they receive from the hospital. The hospital has always ensured that all the customers receive the necessary services and that no one is unhappy about the services derived from the hospital operations. However, there are some factors on customer satisfaction that have been contributing to the hospital failure. One of the factors is delayed delivery of services. In recent years, patients have been queuing for long on the hospital benches waiting to be served. Both the old and those in an emergency have been affected the most, seeing that they have to spend much time waiting to receive the hospital services. This has made most people be uncomfortable, resulting in hospital failure. Another reason why the customers are not satisfied with the hospital operations is due to frequent blackouts. There has been a problem with the power system for the past year. With the absence of a power backup, the hospital has been forced to operate without a power backup plan if there is a blackout.

Most of the people have also been complaining about the operating hours of the hospital. The hospital operates from 7:00 am to 8:00 pm.. This does not mean that people don't get ill when the hospital is not operating. These are inconvenient hours as there is no time when one cannot fall ill.

The hospital has tried to be loyal to its customers. It has been providing them with correct and effective medications, which has made all those who receive the treatment go home happy and pleased. No single customer has complained about the loyalty of the hospital.

The competitive edge of the hospital hasn't been good for the past years. It has been faced with the challenge of competition from similar organizations. One of the most challenging areas is the delivery of services, as stated above. Other hospitals have been serving their patients with an immediate effect with no delays. When it comes to St. Mungo's hospital, patients have to wait on the beach for hours before they are served. This has reduced the hospital's competitive edge as most patients prefer a place where they are done quickly and allowed to go back to their homes and rest.

Social capital has been a significant challenge to the organization. The hospital has been unable to meet some of its operational obligations. This has resulted in reduced performance and is a possible source of failure for the organization.

Comparing Performance Across Similar Organizations

Human Capital

The organization's human capital is one of the reasons why the hospital stands strong as it has for the past years. It has had skilled nurses, physicians, and technicians who have effectively been running the organization for the past years. However, a little change in the personnel working in the non-clinical staff, especially the engineering department, has reduced the hospital's competitive ability. This has made most of the competing organizations overrun St. Mungo's hospital for the past years. Most of the hired engineers in the organization are inexperienced and hence ineffective. They have failed the organization, especially in the power sector. The organization does not have a power backup plan in case there is a power blackout.

Market Orientation

The market orientation of the hospital needs some improvements. The regulations aren't effective, and there is no proper information flow of information between the senders and the recipients. This has resulted in poor communication and could be a possible source of failure for the company.

Team Collaboration and Its Benefits

Team collaboration is essential for any form of operation. In the healthcare department, collaboration is associated with several benefits. One of the benefits is that collaboration brings all people in the organization together. When people work together, they experience that happy moment together and reconcile those who had issues. Collaboration also boosts the morale of everyone involved. People working together psyche each other. This does work to become easier and more enjoyable compared to when people are working individually. People also learn from others when working as a group. When one person has a skill that is not common to other members, they share it, and this helps them grow together as a team. When people are working together, they tend to open up and share whatever they have retained in their minds. Therefore, collaboration opens up new communication channels.

Leadership Strategies for Effective Business Operations

There are several leadership strategies that can be employed in the hospital to ensure effective performance (Schottle & Tillmann 2018). One of the strategies is developing a true vision. Visions are the aspirations of where the company would like to be and includes the way to the success of an organization.

Another effective leadership strategy is developing a competitive advantage. This involves designing unique products and services that are not common to other competitors (Delery & Roumpi 2017). This helps in ensuring that the organization attracts more customers than the competitors.

It is also essential that organizations should define their targets. Poor targeting leads to poor organizational growth (Cramer 2019). Companies must have a clear target as it creates an increased marketing and sales approach and hence increased productivity.

In conclusion, operations can affect an organization's culture in several ways related to business operations. These operations can be used to design and implement change and improve an organization's overall performance. The following are some of the ways as stated above. When people work together, they experience that happy moment together and reconcile those who had issues. Collaboration also boosts the morale of everyone involved. People working together psyche each other

References

Attaran, M., Attaran, S., & Kirkland, D. (2019). The need for digital workplace: increasing workforce productivity in the information age. International Journal of Enterprise Information Systems (IJEIS), 15(1), 1-23.

Cramer, P. (2019). Organization and regulation of gene transcription. Nature, 573(7772), 45-54.

Delery, J. E., & Roumpi, D. (2017). Strategic human resource management, human capital and competitive advantage: is the field going in circles?. Human Resource Management Journal, 27(1), 1-21.

Komljenovic, D., Loiselle, G., & Kumral, M. (2017). Organization: A new focus on mine safety improvement in a complex operational and business environment. International Journal of Mining Science and Technology, 27(4), 617-625.

Schöttle, A., & Tillmann, P. A. (2018). Explaining the benefits of team goals to support collaboration. In Proc. 26th Annual Conference of the International Group for Lean Construction.