Al Sama health care is a major health care service provider in Muscat and the management is a firm believer of utilizing quality improvement tools in improving their reputation and market visibility. Recently, Al Sama health care has been facing regular complainants from its outpatients about its services at the front desk and preliminary services. In order to enhance the customer service around Muscat; health care top management has hired an external consultant to conduct an extensive survey for three months to collect enough data to draw conclusions. Table T2.1 shows the results obtained from the consultant.

Analyze the above scenario with the aid of suitable statistical technique in decision making that is used for selection of a limited number of tasks that produce significant overall effect. Generate a survey analysis report between 400 and 1000 words.

Following contents are expected from your analysis report. Your report should clearly demonstrate:

1- The use of 80/20 rule supported with a visual aid with annotation depicting clearly the relative magnitude of problems.

2- Opportunities for improvement of outpatients satisfaction on the issues/ problems with the highest score, or the group whose score adds up to 80%.

3- If the company has the inclination towards implementing Quality Management System (QMS) in their hospital services, Assess the outcomes of implanting QMS in their hospital services.

Table T2.1 Survey report SI. No. Score 1 36 2 33 Problem Receptionists frequently move between one counter to another to collect the insurance forms of varied insurance companies leading to long queue of outpatients Receptionists are not aware of insurance companies' terms and conditions and often collect fees for which the services are covered leading to rework after receiving corrective measures from insurance companies. Patients are kept on hold as, receptionist are waiting to take printout of registration slip in a commonly shared printer. A receptionist receives a job order from both inpatient and outpatients for a given time hence leading to long queue of outpatients A receptionist receives / handles the quires from help desks over phone leading to long queue of outpatients. Poor personal skill and often language problems while dealing with outpatients 3 171 4 10 5 1 6 36 7 335 Non availability of the online records Poor logistic facilities at the front desk (photocopying, cashless transaction facilities) 8 353 9 Receptionists fatigue and other reasons 10