1.

What strategy should be used to reduce the number of complaints and sustain the culture of
excellence at Apollo Hospitals, Bangalore under the leadership of Dr. Panyala?
2. Given the manual intensive processes involved in addressing the hospitality issues, what is a
good Sigma level? Could Apollo set a target for Sigma level in hospitality?
3. How much importance should be given to aspects of hospitality in hospitals? Should Apollo set a
target Sigma level for hospitality?
4. There were 1434 complaints from the 138600 patients treated between March 2011 and
December 2012. What is the Sigma level of the overall hospitality service?
5. Explain the use of the Kano Evaluation Table in the context of determining those hospitality
services that would provide maximum satisfaction to patients.
6. Discuss ways of reducing complaints in the housekeeping and food & beverages departments of
a hospital. Develop a DMAIC framework for reducing defects in these two departments.
7. What is your opinion about the methodology adopted by Dr. Rao and his team?
8. Analyze the word frequency count provided in Exhibit 9
9. Suggest lean Sigma methodologies that can be used to reduce the number of complaints related
to hospitality.
10. What strategy should Dr. Rao adopt to reduce the number of complaints at the hospital? How
should generic complaints such as “housekeeping service needed to be improved” be handled?