Revision Part – 01

Performance Objectives Page 30 Text Book There are Five performance Objectives in all types of operations. For Example a Hospital or Automobile plant. QUALITY - means no mistakes, no errors, satisfy customers, fit for the purpose. Speed - means doing things fast, minimize the time between the order and delivery. Again making sure the availability of products or service to customers. Dependability – doing things on time or keeping the promise that business made to the customer.

Questions Related to this topic in NCC examination. Flexibility – ability to change what you do. Or the ability of the operation to change if something wrong occurs. Cost – producing cheap, affordable price, good enough to give return to the organization. Questions Related to this topic in NCC examination. Take the FIVE performance objectives of quality, speed, dependability, flexibility and cost, and explain how they could be used in the hospital, giving examples of each objective AND explaining how they could be measured?

Five performance objective for a hospital. Quality – correct treatment, appropriate manner, patients are informed and consulted, courteous, friendly and helpful. Page 40 textbook.

Speed. Page 42 Dependability Page 44 Flexibility Page 46 Cost Page 49 Reference – page 608 summary

There are several approaches for setting targets such as: How do we measure performance objectives? Page 585 Table 18.1 There are two main methods we can use such as Balanced scorecard approach and Benchmarking. 2. What problems might be encountered in setting performance targets and measuring performance in a hospital? Page 586 There are several approaches for setting targets such as: Historically – based targets Strategic targets External performance – based targets Absolute performance targets

One of the problems for in setting targets is that different targets can give very different messages, regarding the improvement achieved. If the strategy is not well defined, it is difficult to target key performance indicators. For example according to the historical targets the hospital performance may be higher than the previous year, however the problem is that the present year target set might be higher than the target achieved in that case the performance is poor and not good. Benchmarking critical commentary 586

While measuring the hospital will face some troubles such as: The market needs and expectations of each performance objective will change. Market requirements and operation’s performance could change over time. MS June 2010

What is customer benefit package? Customer benefit package is a set of tangible and intangible features that customer recognizes. New reference book page 14, 15, 16

What might be the key aspects of “Service Encounter Design”? Page 11 reference book The interaction between the customer and the service provider.