Problem Statement - 1

“Poor communication and strained relationships amongst the staff”

The problem was related to the human resource management and the communication process, with
lack of motivation and other factors such as salary pay system contributing to the existing situation.

Problem Statement – 2

“Branding and Infrastructure related issue”

There were issues with branding of AUBMC as there was no dress code, no script for the way front-
liners greeted patients and no unified communication policy. The patients also faced logistic and
infrastructure related problems which included long waiting hours and response from the staff,
inadequate parking facility, overcrowded elevators, no proper waiting area at final destination,
lengthy and bureaucratic admission and discharge process, difficulty in finding their correct
destination.

Problem Statement – 3

“Political, Social and Financial crises/instability across the nation”

The Lebanese economy was a service-based economy, which was very sensitive to economic and
political instabilities. Lebanon went through sporadic episodes of violence and political unrest that
had a detrimental effect on its economy and healthcare systems. Also, AUBMC was in $7000000
debt pointing out towards the poor financial condition.

Problem Statement – 4

“Operational inefficiency and growing marketing competition”

Waste level at AUBMC was high as prescribed by the U.S. Institutes, indicating towards the
inefficiency in the waste level management and other operating activities. Not only the operational
efficiency was a major obstacle, but due to the political and social instabilities and AUBMC being a
non-profit organization, it led to the arrival of private institutes into the market, thereby giving tough
competition in the medical service sector.

Alternative- 1

Human Resource Consultancy

In order to resolve the situation between the doctor/physician and nurse, the management shall hire
the services of a resource consultancy that specializes in such situation and cases. The matter related
to human resource management involving motivational factors, salary pay structure and flow of
communication process can be reviewed and optimal solution can be drawn.

Alternative -2

Rules and Framework

The following alternative addresses the problem related to branding and infrastructure crisis as
observed from the case. The need for a proper set of rules and regulations is necessary in order to
help the management in defining their roles and responsibility. Matters related to logistics can be
taken into the consideration by focusing the attention towards the infrastructure, effective and
efficient time management by the institute.

Alternative -3

Financial Aid and Social awareness

Since the Lebanese economy was service-based economy, the political and social unrest during that
particular timeframe led to the downfall of the healthcare system across the nation. The demand for
medical supplies exceeded the supply of medical equipment which could be made available during
that time. So, the alternative to such a situation can be addressed by strengthening the political
structure and raising awareness by developing a sense of responsibility through various national
level events related to the social norms in order to curb down the social unrest. Also, the institute
can ask for financial aid/assistance from international organizations like World Health Organization,
World Bank etc.

Alternative -4

Operational efficiency and Market positioning

The problem associated with the operational inefficiency and growing market competition were
needed to addressed. For this the organization needed to focus on creating a efficient and effective
waste management system so that the level of waste generated remains within the prescribed limit.
Also, the positioning of AUBMC as a non-profit institute in the healthcare market was also crucial in
comparison to the big private players entering the market with huge amount of capital and advance
level technology. In order to achieve the desired solution, the organization/institute must focus of
cost cutting wherever possible and advertising and promoting the institute as much as possible
based on how much cheaper it is in comparison to other competitors and how old and reputed is the
institute in the industry.