Principles of Management

Name: Komarapuri Ramesh Babu

Ref.: EPG41/DEC20/1039(J)

1. Identify (giving justifications) the external environmental factors that predominately

played dominant role in influencing the above mentioned situation. (10 marks)
Answer:
External environments are the forces and events outside the corporate that have potential
to influence or affect it.
After reading the case study, I identified that below are the external environmental factors
that predominantly played dominant role in influencing the situation:

 Family Obligations
 Private Practices
 Patients
 Competitors
Family Obligations:
This is one of the external environmental factor which is playing a dominant role in
influencing the situation in the given case study “Helping or Hurting”. As Dr. Vishnu Patel
said that family obligations are one of the reasons for his departure.

First of all, every human being has some obligations in their lives. Coming to doctor’s, mostly
they will spend the time in hospitals due to emergency cases and other reasons. They may
not have that much time to spend with family and doing justice to their family obligations.

Private Practices:
This is also one of the influencing external environmental factor of the situation in the given
case study. When I read the case study I understood that Dr. Vishnu Patel has own private
practice and that’s what he told to Amrita as one of the reason for his departure from
Krishna Hospital.
Most of the doctors will have their private practices at their home or at other places. They
spend half of the time in hospitals and half of the time in their practices, so that, they can
treat more patients and also I understood that physicians at Krisna saw patients in their
private practices. Most of the doctors encourage their patients to come to their practices
and I had experienced the above mentioned situation with one of my skin doctors.
Patients:

This is also comes under external environmental factor because patients are the external
factors to Krisna hospital and they are expecting close relationship with doctors to
understand their diagnostics or a treatment. The same situation we have seen in the
elevator which was happened with woman.
Competitors:
In every field competitors will play an important and crucial role. In this case study I have
observed the competitors factor w.r.to hire the PCEs. To survive in the medical or other
fields the new ideas or thoughts and market requires improved productivity and hyperbolic
competition. Organizations need to explore their talent and use things skilfully for handling
the Competitiveness for increasing their values and reputation.

2. According to you what are the strengths and weakness of the organization? (10
marks)
Answer:
 A strength refers to a resource or capacity the organisation which will be used
effectively to achieve its objectives.
 A weakness refers to a barrier, mistake, or flaw in the organisation that will keep it
from achieving its objectives.
According to me below are the strengths and weaknesses of the organization:
Strengths:
 Patient Care Executives (PCEs):
PCEs are the big strength of the Krisna since no other hospital has PCE role. Krisna
Hospital hires the PCEs to give good care to patients, so that the patients will be
happy and they will prefer the Krisna hospital for their health problems and they will
also refer their relatives or friends as well. With this new idea Krishna hospital will
get the good name also to get upper hand on competitors.

 Hospital’s Brand:
The PCEs program is running very well and increasing the hospital’s brand as well
with an expensive but high-quality care Center with the best talent, technologies,
and services.

Weaknesses:
 Attrition Count:
As per case study I understood that the hospital’s attrition rate was between 20%
and 25% for the last 18 months. It was right that since the present doctor deficit
overall India, so many hospitals were confront talent wars, but Krisna ranked among
the worst on this metric.
 Human Resource:
After reading the cases study, I understood that HR Amrita had hired inexperienced
PCEs and they didn’t have proper medical training also. Hiring PCE is the strength
but hiring inexperienced PCE is a weakness to Krisna. Because of only PCEs
inexperience Dr. Vishnu Patel decided to leave the hospital. These inexperienced
PCEs are increasing the job of doctors instead of helping them and making doctors
job very hard. PCEs understand the process, but they don’t really follow medicines
and treatments. Because of PCEs there was a conflict happened between Doctor
 and patient i.e., patient lost trust on doctor.

 Private Practices:
According to me this is also a weakness to Krisna hospital, because in case study I
read that Most of the physicians who are working at Krisna will treat the patients in
their private practices, but they also partnered with and will refer the patients to the
Krisna for procedures which ever facilities are not available In an office. With this
Krisna hospital will be in loss of patients and income as well.

3. Suggest ways by which the situation can be dealt with. (10 marks)
Answer:
We can deal this situation by the following ways:
 The Head of the HR Amrita and CEO has to restructure the handling system and PCEs
should report directly to the doctors so that doctors can utilize the PCEs to take care
of the patients without any misunderstandings between them.

 Train the PCEs to make them working in efficient manner to do their job right. So
that they will take care of the patients in effective manner as we have seen the
situation in elevator which was happened in between the PCE Karthik and a woman.
 If you train the PCEs, They will take care of the patients very well and it leads to the
reputation of the hospital and good will as well. So that patients will again come to
the hospital whenever they fall sick and also they will guide their family member,
friends and relatives to go to the same hospital.

 Post the training we should arrange a meeting between PCEs and Doctors to make
them understand the situation and their duties. With this initiative doctors also will
be happy and everyone will do their jobs in proper way instead of escalating on
others.

 The chief medical officer, Meera should take care of the alignment of the PCE roles
and responsibilities with respective doctors.
 PCEs has to work based on the hospital’s capability to implement on its target of
producing the good health care so that patients may feel that they are getting the
high quality treatment in low price.
 The Head of the HR, Amrita should take the opinion of the doctors before hiring the
new staff like Patient Care Executives (PCE).

 Krishna Hospital has to compete with other private hospitals in their area with their
own investment and they should not depend on government agencies and non-
profit charities.

4. Identify and explain any one of the management principles that accordingly to you
would be useful in justify the your suggestion (s) as par question no. 3 (10 marks)
Answer:
According to me below Management Principle would justify my suggestions:
Unity of Command:
This management principle is explaining that employee should follow the commands of only
one manager. For example, if an employee is following the instructions or commands of
multiples managers/bosses then employee cannot do or complete his/her work in a given
time line. So that employee has to face so many problems. In our case study employee
refers PCE and manager refers Doctor.
Let's take a minute and remember the organization chart of the project to
understand how Unity of command principle works from the bottom up. Imagine that you
are a new software analyst for the software company. For good or bad, you are at the
bottom level and you don’t have subordinates. However, you will report to your team
manager who reports to his Project manager. The Project manager answers to the
Engagement manager of the engagement, who answers to the vice president. The VP
reports to the CEO of the company as shown below.
As per the case study, the situation between doctor and PCE is not following the
management principle “Unity of Command” that’s why the situation became worse.
The main reason behind the issue is that PCE interference in the doctor-patient relationship.
One PCE was assigned to patient who had bypassed surgery and needed pacemaker, the
PCE told to the patient about pacemaker in a negative manner instead of taking care of
patient, that’s why patient’s family did not listen to the doctor. In this situation, I
understood there is a lack of Unity of command between doctor and PCE. If the PCE follows
the commands of doctor then this kind of situation will not happen and everyone will
perform their roles in an assigned manner.

Organization Chart:
Saurabh
(CEO)

Ashwin
(Vice President)

Satish
(Engagement Mgr)

Kumar
(Project manager)

Mohan
(Team Manager)

Ramesh
(Software Analyst)