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hotel operations management

Questions and Answers of Hotel Operations Management

2. Translate the VOC into VOP! Download the HCAHPS survey from the CMS website (www.hcahpsonline.org/surveyinstrument.aspx) and develop an indicator for each questionnaire item.
1. In this book, we used the term “third-party” payer. Who are the first and second parties?
12. Regarding question 11, identify actions to improve each step and reduce the occurrence of failure.
11. The table here presents failure modes, causes, and effects for each process step involved in scheduling appointments at BPH’s pediatrics clinic. Estimate the likelihood of occurrence of each
10. This is the layout of a nurses’ station. Based on this information regarding traffic, draw a spaghetti diagram and make recommendations for improvement.
9. Develop a checksheet and Pareto diagram for the following complaints regarding patients’ bills:
8. At the hospital cafeteria, typical complaints about the food are: too salty, too mushy, too bland, too greasy, and too starchy. The manager of the cafeteria has compiled the following complaint
7. Looking at a cause-and-effect diagram, the head of the radiology department identified reasons for long wait times (see table that follows). She wants to prioritize the factors that contribute to
6. Identify causes of a steady increase of supply shortages in the exam room. Classify these causes into the categories of people, methods, measurement, environment, equipment, and materials
5. Based on the following relationship matrix, compute the importance weights.
4. Following a survey of the clinical staff, the director of supply chain management is trying to translate customer requirements into process characteristics. Help him accomplish this task based on
3. Several of the pharmacists are brainstorming to develop process indicators to measure responsiveness. They have solicited your help for this task. Help them develop such indicators.
2. Assume there are two quality indicators: (a) percentage of cases when aspirin was administered after a myocardial infarction, and (b) percentage of patients who received discharge instructions.
1. One of the surgeons at BPH would like to complement the CAHPS survey with some additional measures pertaining to responsiveness. Generate a few questions that would tap this dimension of patient
15. Select three of Deming’s 14 points and describe them.
14. Describe Deming’s wheel. How is it associated with continuous improvement?
13. What are the three principles of TQM?
12. What are the definition and purpose of each one of the following tools?a. Flowchartb. Checksheetc. FMEAd. Spaghetti diagrame. Cause-and-effect diagramf. Pareto chart g. Control chart h. Run chart
11. What is the difference between a benchmark and benchmarking?
10. Describe Donabedian’s triad.
9. In Box 4.2, you learned about quality function deployment at De Grift. Review their process indicators. Which indicators appear to be the strongest in capturing customers’ requirements? Which
8. What is a quality indicator?
7. What is the VOP?
6. What is the VOC?
5. What are the seven steps involved in building the HOQ?
4. What is quality function deployment? What is the house of quality?
3. What is value-based purchasing?
2. Differentiate among the quality expectations of patients, providers, and third-party payers?
1. The U.S. Department of Health and Human Services’ first National Quality Strategy specifies three aims for quality improvement. What are they?
3. Lower costs: reduce the cost of quality health care for individuals, families, employers, and government
2. Healthier people and communities: improve the health of the U.S. population by supporting proven interventions to address behavioral, social, and environmental determinants of health in addition
1. Better care: improve the overall quality by making healthcare more patient centered, reliable, accessible, and safe
4. If conflicts develop into a situation where mistrust prevails, would you expect documentation of activities to increase or decrease? Why?
3. Identify a failed project that is in the news. Why do you think the project failed?Point to specific factors that may have contributed to the failure.
2. Do you think functional managers would make good project managers?
1. What attributes should a project manager have?
10. The environmental services team in problem 7 wants to complete the process in 65 minutes. Based on the following data, which activities should be crashed, and what is the resulting cost? Find the
9. A team at Bradley Park Hospital is involved in a process improvement project involving six major activities. Because the improvement is viewed as essential to obtain reaccreditation by The Joint
8. Based on the following network and data, use the marginal cost analysis method to show how the project’s duration can be reduced to 35 weeks. What is the extra cost incurred?
7. Bradley Park Hospital’s environmental services team wants to reduce patient room turnover times without sacrificing safety and room cleanliness. Their first task involves identifying all the
6. A team of trauma surgeons is concerned about the time it takes to receive blood for transfusions. They have identified all the activities involved in the process, their precedence relationships,
5. The layout redesign of the pediatric ward is expected to take 47 weeks. The standard deviation of the critical path is 2.17 weeks. Find the z-values and determine the probabilities that:a. The
4. For problem 2, assume the following activity times:Based on this,a. Develop a Gantt chart assuming the project starts on Monday, April 28th.b. Determine the earliest start and finish times, the
3. For problem 1, assume the following activity times:Based on this information,a. Develop a Gantt chart assuming the project starts on Monday, March 3rd.b. Determine the earliest start and finish
2. The pathology department at BPH has planned a new project involving 20 activities.The activities and their immediate predecessors are listed in the following table. Draw the appropriate network
1. A group of physicians wants to establish a new protocol. They have identified a list of 13 activities and their precedence relationships to design the protocol, train staff, and implement the new
9. The Denver VA project was over cost and over budget. What do you think should have been done to keep this project on track?
8. What are the advantages and disadvantages of PERT and CPM?
7. List five reasons that projects fail.
6. What is a Gantt chart? Where is it used?
5. Why is communication so important when managing projects?
4. What are the characteristics of good team members?
3. What is a project charter? What does it include?
2. What is the triple constraint and what does it mean?
1. What is a project? What are the five phases of a project and what happens if you do not complete them all?
11. Understand the major causes of project failure
10. Discuss the advantages and disadvantages of PERT/CPM
9. Crash activity times
8. Schedule projects with probabilistic times
7. Schedule projects with deterministic times
6. Draw network diagrams
5. Develop work breakdown structures
4. Identify the various phases of project management
3. Define the roles and responsibilities of individuals involved in projects
2. Describe a project charter
1. Define the scope of projects
6. Develop more Key Performance Indicators to include in the strategic dashboard presented in Figure 2.6.
5. Watch the following PBS video: “Money and medicine”(http://www.pbs.org/video/2283573727). Describe how Intermountain Healthcare and the UCLA Medical Center tried to improve quality while
4. Go to these two Web sites: (a) video.hbs.edu/videotools/play?clip=rhc_faq073 and (b)video.hbs.edu/videotools/play?clip=rhc_faq071. Do you agree that increasing quality is the best way to decrease
3. Based on its prospectus, Bumrungrad’s strategy is to compete as a differentiated defender. Do you agree? (bh.listedcompany.com/misc/DEBENTURE/20120124-BH-prospectusNo01-2011-EN.pdf)
2. Research three hospitals in your region. What are their respective business strategies?Justify.
1. Select a major hospital in your city/region. Identify the external forces impacting this hospital’s strategy and performance.
13. What are the three types of dashboards?
12. What is a balanced scorecard and why is it important?
11. Discuss the difference between an order winner and an order qualifier. Use an example for illustration.
10. Describe the cumulative model.
9. What is the difference between on-time and fast delivery?
8. What are the four competitive priorities that help an organization compete through superior operations? Briefly explain each one.
7. Explain the interface between Finance and Operations, Marketing and Operations, HR and Operations, and IT and Operations.
6. Describe the strategy development process.
5. Why are the various functions important in the formulation of a business strategy?
4. What are an organization’s functional areas?
3. Describe the four generic business strategies mentioned in this chapter.
2. What are the external forces that impact a healthcare business unit? Explain how they help shape a business strategy.
1. What is a SWOT analysis? Give examples of S, W, O, and T.
8. Distinguish between order winners and qualifiers
7. Know how to evaluate an operations strategy
6. Know the four competitive priorities and understand the importance of each one
5. See how the operations function’s strategy supports the business strategy and contributes to creating a competitive advantage
4. Understand how functional areas interrelate
3. Know the role of the different functional areas within an organization
2. Be able to identify the factors that influence business strategy development and to perform a SWOT analysis
1. Understand the process of developing a business strategy
7. Read this editorial by Drs. Boyer and Pronovost:Boyer, K., & Pronovost, P. (2010). What medicine can teach operations: What operations can teach medicine. Journal of Operations Management, 28,
6. Read Box 1.9. To what extent do you think OM tools and concepts are appropriate for healthcare? Are there limitations?
5. Read Box 1.5. In your opinion, what are the pros and cons of healthcare regulation?
4. Look at the timeline for healthcare reform provided in The New York Times:www.nytimes.com/interactive/2009/07/19/us/politics/20090717_HEALTH_TIMELINE.html?_r=1&. Explore the history of a
3. Go to www.YouTube.com. Select an interesting video (e.g., NEJM Roundtable: The Cost of Healthcare, Part 1) on one of the topics covered in this chapter. Analyze the strengths and weaknesses of the
2. Select a piece of healthcare legislation that was passed in the last 10 years. What are its benefits to society? What are its unintended drawbacks?
1. The term socialized medicine has been overused and misused. Research the term and provide some needed clarification about its meaning. Do you know of any industrialized country that provides

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