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    Responsiveness Cost Efficiency: Quality

    Uploaded by

    Soumendra
    The hospital was facing budget issues and wanted to outsource janitorial services to cut costs. However, the outsourced contractor was not properly monitored and the janitorial staff were demotivated with low pay and no training. This led to poor cleanliness standards affecting the hospital's image. The document analyzes keeping the existing staff, retaining the current contractor but with improved SLAs, or hiring a new contractor. It identifies issues around quality, responsiveness, costs and customer satisfaction with each option. Close monitoring and clear contracts are needed to ensure janitorial services meet the hospital's critical success factors.

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    Responsiveness Cost Efficiency: Quality

    Uploaded by

    Soumendra
    39 views4 pages
    The hospital was facing budget issues and wanted to outsource janitorial services to cut costs. However, the outsourced contractor was not properly monitored and the janitorial staff were demotivated with low pay and no training. This led to poor cleanliness standards affecting the hospital's image. The document analyzes keeping the existing staff, retaining the current contractor but with improved SLAs, or hiring a new contractor. It identifies issues around quality, responsiveness, costs and customer satisfaction with each option. Close monitoring and clear contracts are needed to ensure janitorial services meet the hospital's critical success factors.

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    The hospital was facing budget issues and wanted to outsource janitorial services to cut costs. However, the outsourced contractor was not properly monitored and the janitorial staff were demotivated with low pay and no training. This led to poor cleanliness standards affecting the hospital's image. The document analyzes keeping the existing staff, retaining the current contractor but with improved SLAs, or hiring a new contractor. It identifies issues around quality, responsiveness, costs and customer satisfaction with each option. Close monitoring and clear contracts are needed to ensure janitorial services meet the hospital's critical success factors.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    39 views4 pages

    Responsiveness Cost Efficiency: Quality

    Uploaded by

    Soumendra
    The hospital was facing budget issues and wanted to outsource janitorial services to cut costs. However, the outsourced contractor was not properly monitored and the janitorial staff were demotivated with low pay and no training. This led to poor cleanliness standards affecting the hospital's image. The document analyzes keeping the existing staff, retaining the current contractor but with improved SLAs, or hiring a new contractor. It identifies issues around quality, responsiveness, costs and customer satisfaction with each option. Close monitoring and clear contracts are needed to ensure janitorial services meet the hospital's critical success factors.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
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    Problem Decision

    Situationa Proposed Action Additional


    Statemen Evaluatio
    l Analysis Changes Plan Issues
    t n
    FATIMA MEMORIAL HOSPITAL
    • Limited sources of funds due to ‘not-for-profit’ status ; increasing expenses
    • Searching for ways to mobilize funds -> To fulfil its mission
    • With a huge population to cater, outsourcing janitor services -> a step to control costs and focus more on core
    activities
    • Cleanliness – not just a CSF but a necessary factor to sustain its operations, in terms of:
     Control the spread of infections
     Attracting private ward patients
    OUTSOURCED JANITOR SERVICES INDUSTRY
    • Highly competitive with low barriers to entry and low profit margins
    • Tendency for contractors to cut corners by paying low wages, not providing training and proper equipment
    CONTRACT WORKERS – JANITOR SERVICES
    • Low wages + lack of benefits-> low motivation -> frequently switch jobs and prefer being regularised

    CRITICAL Cost
    SUCCESS Quality Responsiveness
    FACTORS
    Efficiency
    Problem Decision
    Situationa Proposed Action Additional
    Statemen Evaluatio
    l Analysis Changes Plan Issues
    t n

    • No competitive bidding process


    • Outsourcing based on recommendations
    Contract
    outsourced • Limited experience in Hospital services-previous background in other areas irrelevant
    • De-motivated staff of the contractor
    • Mixing of Existing staff on Contractor’s payroll

    • No SOP/ SLAs identified to monitor the routine janitorial work


    Monitoring • Standards of Janitorial services compromised –affecting the image of the
    Issue hospital
    • Lack of feedback system
    • Hospital interfering in man-power planning
    Admin Issues • HR influencing admin issues with respect to quality control
    • Lack of adherence to contract clauses concerning payment
    Problem Decision
    Situationa Proposed Action Additional
    Statemen Evaluatio
    l Analysis
    t Changes n
    Plan Issues

    Parameters In House Employees Retaining existing contractor New Contractor with better
    defined SLA’s and fair bidding
    Quality of Janitorial services

    Responsiveness
    ----

    Absenteeism

    Cost Reduction

    Customer Satisfaction

    Behavior of Janitorial Staff


    Problem Decision
    Situationa Proposed Action Additional
    Statemen Evaluatio
    l Analysis
    t Changes n
    Plan Issues

    Why start outsourcing with Janitorial services – Directly linked to CSF’s


    Regarding
    Janitorial • Starting with simpler functions such as laundry
    Staff Why were the existing workers not communicated before outsourcing?
    • Better communication about Hospital’s condition could have prevented
    resistance

    Why was the ACEC undecided?


    Regarding
    General Why was the HR head adamant on not having contract laborer?-> HR
    department not supported the organization strategy
    Process
     Why was the contractor influenced to recruit old staff who did not
    perform well?

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