Apollo Case Study

Avinash Kumar
DM20B13
 Apollo Case Study

1) How much importance should be given to aspects of hospitality in hospitals?

Ans:-Different parts of hospital hospitality should be prioritized for the following reasons:
 Patients want the finest service value for their money, with minimal wait times for
registration, consultation, investigation, treatment, and discharge.
 With the introduction of social media, patients can now comment, whine, and complain
in real time, making it more difficult for hospitals to bet their reputation on a few ranks
mentioned in their commercials.
 While money cannot buy health, it can certainly lessen the chances of surviving disease.
The emphasis has turned to comfort and amenities that set it apart from the competition.
 While food service is one of the areas that is changing, housekeeping is also a significant
component at these hospitals. Patients receive the greatest laundry services right at their
homes.
 Patients also want hospitals that are more environmentally friendly, such as those that
have international standards for disposing of bio-medical waste or its own sewage
treatment plant and water recycling facility.
The physical and mental health of a person are intertwined. As a result, hospitals should strive to
make the patient's experience as pleasant as possible. This will pay off handsomely in the form
of positive word-of-mouth in the future. As a result, it's critical to pay attention to the details that
matter to patients, such as:
• Amenities – Food, Private Rooms, Entertainment alternatives including cable and music,
Wi-Fi, and Easy Access Convenient Parking and Easy Access
• Atmosphere - cleanliness, friendliness, comfort, and a relaxing atmosphere
• Nursing – Attitude, Attentiveness, Responsiveness, Courtesy, Caring, Respect, Treatment
of Family
• Admission and Discharge — prompt, on-time, follow-up, discharge, support,
affordability, and information.

2) Explain the use of KANO evaluation table.

Ans: -The Kano model is helpful in acquiring a comprehensive grasp of a customer's

requirements. We can use the voice of the client table to translate and modify the resulting
verbatims, which then becomes an outstanding input as part of a QFD (QUALITY FUNCTION
DEPLOYMENT) house of quality.
The Kano model categories possible characteristics into four groups:
 • The level of functionality given and the ensuing customer satisfaction are roughly
linearly related when it comes to "performance" attributes. The higher the level of
functionality supplied, the higher the level of satisfaction.
• "Must-have" features are those that must be included. If the product lacks them, it is
likely to cause client discontent. The amount of usefulness offered will, in the end, lessen
discontent. It will raise satisfaction to zero, but not considerably beyond that.
• Attractive features create a large increase in customer satisfaction as functionality is
enhanced; but, raising the amount of functionality beyond a certain point may not provide
any extra customer satisfaction.
• As the level of functionality is enhanced, indifferent features have no meaningful impact
on consumer happiness.

3) Discuss ways of reducing complaints in HK and F&B dept of a hospital. Develop a

DMAIC for reducing defects in these 2 dept.

Ans) Using lean six sigma, complaints in HK and the F&B department of a hospital can be
reduced. To reduce the amount of hospitality complaints, it is critical to understand the
fundamental principles of lean six sigma. The following are the essential elements:
• Tools and procedures: The process entails using relevant tools and analytic techniques to
identify and recommend solutions to hospital hospitality issues.
• Process and methodology: this method entails following a set of steps that help arrange
the proper use of issue-solving tools to ensure that the root cause is recognized and the
solution to the problem is executed.
• Mindset and culture: the method entails using data and processes to aid in the
achievement of operational performance goals, assuring continuous improvement in the
services provided.

DMAIC for defect reduction in these two departments:

a) Define: In the Apollo hospital case study, good housekeeping and efficient food and beverages
must be defined in order to improve customer service and reduce complaints.
b) Measure: This method will entail gathering data on housekeeping, food, and beverages from
patients. The information will be gathered by giving them questionnaires to complete.
Furthermore, the method, such as benchmarking, can improve food and beverage, as well as
housekeeping services.
c) Analysis: The method depends on the data gathered to determine the root cause of inpatient
services in the Apollo hospitals' housekeeping and food and beverage sectors. The root causes
are confirmed and validated when they have been identified. to take action and improve services
d) Improve: This phase entails identifying answers to housekeeping and food and beverage
issues, as well as figuring out how to put them into practice and test them. This is accomplished
by pursuing the following goals: having a precise and accurate measurement system, improving
the quality of replacing and maintaining broken equipment, improving the quality of food, and
increasing the responsiveness of patients.
e) Control: This phase serves as a monitoring plan for the solutions that have been developed.
The improving phase solutions are maintained here in order to improve cleaning and food and
beverage services. This phase, however, assures that the problems do not recur in the future

4) What is your opinion about the methodology adopted by Dr. Rao and his team.

Ans:-Dr. Rao and his staff employed the finest strategy for gathering feedback and accepting
complaints from patients. This is because their strategy incorporated six sigma important
features, which included identifying patients' problems in the hospital and devising effective
solutions.

5) What strategy should Dr. Rao adopt to reduce the number of complaints at the hospital?
How should generic complaints such as HK service needed to be improved be handled?

Ans: -Rao should work to improve the quality of services provided to hospital patients. This can
be accomplished by obtaining input from patients in order to determine which areas require
improvement. Furthermore, a general complaint such as housekeeping can be resolved by
ensuring that daily inventories are made to determine which things require replacing.
.