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Riphah International University

Organizational Operational Reforms.

Submitted To:
Dr. Atta ul Musawir.
Submitted By:
Muhammad Taha Siddiqui (23376) 25%
Muhammad Ali Raza (23377) 25%
Hamza Saleem (23381) 25%
Abdur Rehman (23513) 25%
Submission Date:
19.12.2020
Course Title:
Operations Management (MS-EM)

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Introduction
Evolutional reforms, those which are happening around the globe are creating an impact
on human lives and these evaluations are also impacting the reforms that are being made by
humans. Due to globalization changes, evaluations can be visited in the health care sector as
well.
Health care is one of the basic needs of human beings. It has to be up to date and access
should be so easy that everyone living in the same society can avail it to facilitate his/her needs.
Here I would like to discuss one of the best hospitals in the country whose role in providing
the best health care facilities to the children can never be denied and how it is helping the
people in the hour of their need.
The idea of the Children Hospital was devised by the Pakistani pediatric association in
1984. Later on, after completion of all procedural requisites, its foundation was laid down in
1990. The premises were completed in 1995 with the opening of OPD. Next year emergency
services were also started.
About the Organization
“… Children Hospital and institute of child health…”
Main Boulevard Nishtar Town Gulberg, Ferozepur Road Lahore Pakistan
Being the largest Children's hospital in Punjab heaving a facility to accommodate 1150
beds and fully equipped 20 Operation theaters to provide the best health care facility to the
patients but is also named as one of the best teaching and training centers in Lahore.
Its major health care facilities are categorized is two major domains i.e., Outdoor Facilities
and Indoor Facilities. These are further to be addressed as.
Outdoor Facilities
It includes the following
• Administration.
• Admission Office.
• Filter/Fever Clinic.
• Sample Collection Center.
• Social Welfare Department.
• Medicine and Allied Facilitation.
• Surgery and Allied Facilitation.
Indoor Facilities
It includes the following
• Medicine and Allied.
• Operation theaters.
• Surgical and Allied.
• ICU’s

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These major divisions are subdivided into the various other division while heaving the
specialized domains equipped with the best doctors and state of the art equipment. While
moving towards its second major domain i.e., teaching and training facility.
Training and education in various fields of allied health and paraprofessionals. Its major
domains include the following facilitation.
• Continued Medical Education.
This department is recognized to provide education to the candidates performing house
Jobs, studying FCPS and MCPS in various disciplines as stated below.
▪ Pediatric medicine
▪ Pediatric Surgery
▪ Hematology
▪ Radiology

• The School of Allied Health Sciences.

This is recognized to provide the best knowledge about the 2nd fellowship domains as
stated.
▪ Neonatology
▪ Paeds cardiology
▪ Paeds nephrology
▪ M.Phil. histopathology and morbid anatomy.

The structural Organogram of the entity is described below.

Dean

Medical Officer

General Institute of Finance/Budge

Medical Officer Coordination DME Projects SAHS Nursing School
Operation child health t and Accounts

Engineering
Procurement & Admissions
and Pharmacy Establishment Transport Media Faculty
Stores and Records
Maintenance

Medical House Keeping Academic

Civil Building HR
Boards & Food Council

Biomedical IT & Audio

Legal Security
Engineer Visual

Nursing Hostels

Social Welfare

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Riphah International University

About the selected process

“Complaint Handling/Rectification process of Biomedical Engineering Department”
Biomedical Engineering department plays a vital role in running the operation of the hospital,
their jurisdiction is involved in running the operation of all the equipment those are involved
to provide different vital services to facilitate the day to day need of the patients.
Biomedical Engineering Department.
The jurisdiction of the Biomedical Department is comprised as follows.
1. Equipment Planning, Selection, and Installation.
2. Equipment Maintenance.
3. Documentation and Communication.
4. Workshop Facilities.
5. Health and Safety.
6. Education and Training.
Before elaborating the details of their roles and how to improve them let's initially discuss the
organogram and individual roles of the individuals working in the Biomedical department.

General Shift Biomedical

Biomedical Engineers x2 Engineer

Morning Shift Bio medical

Technicians x 5 Technicians

Evening Shift Biomedical

Technicians x 1 Technicians

Night Shift Biomedical

Technicians x 1 Technicians

The Input-Transformation-Output diagram of the selected process is given below:

INPUT OUTPUT
General complaints. Fault’s rectification.
New equipment TRANSFORMATION
PROCESS New machine/equipment
requirements.
installation.
Spares requirements.
Backup inventory.

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Equipment Planning, Selection, and Installation.

Biomedical engineer comes in close coordination with the Doctors and Paramedical
Staff and observes there day to day needs and after analyzing the same plans to fill the loose
ends and the places where he judges the up-gradation is mandatory as per the hour of need
advises about procuring the new equipment, required up-gradation, expansion in the facility
and vice versa.
Equipment Maintenance
They are responsible to ensure that all the equipment is to be kept in healthy conditions
by performing Conditioned based maintenances and preventive maintenances. Types of
equipment include the following.
• MRI Machine.
• CT Scan 640 slice.
• CT Angio.
• Angiographic Machine.
• Xray (mobile + Fixed).
• DR System.
• Ultrasound Machine.
• Anesthesia Machine.
• Ventilators.
• Baby Incubator.
• Color Doppler.
• Dialysis Machine.
• Fluoroscopy.
• Defibrillator
• Patient monitor / Cardiac monitor.

Documentation and Communication.

They are responsible to maintain all the technical documents related to the operation
and maintenance of the biomedical equipment. There calibration certificates, their maintenance
charts, their operational checklists, details related to MTTR and MTTF, details related to the
equipment inventory, availability of the spares, generating the demand on time.
Workshop Facility.
It is their major responsibility to establish and maintain a suitable workshop that must
be well equipped to perform repair and maintenance of the equipment working in their
jurisdiction.
Training and Development.
Facilitate arrangements in the equipment area for educational training of staff and
adoptive to the new procedures, technologies and IT advancements.

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Riphah International University

Process Analysis
Keeping the above-mentioned discussion under consideration, we want to analyze the
“…Complaint handling process of Biomedical Engineering Department…”
Since, the complaint process takes plenty of time to resolve, when the fault occurs in
any of the Biomedical equipment at any location within the hospital, whether it’s ICU,
Radiology department, Labs or General ward. It has to be look after and resolved by
Biomedical department with the in-house teams of engineers and technicians or outsourcing it.
In this report, we are analyzing the complaint handling process of Biomedical Engineering
Department, so that they can play their role in an efficient way in their domain.
In order to comprehensively examine how the process goes on, we have used one of the
process analysis techniques (Flowchart) to effectively analyze the process.

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Process Evaluation
In order to evaluate the process under discussion, we have used Process Chart, which is
an organized way of documenting the entire activities performed by a group of people in a
tabular form.
As per the process being discussed, we have divided our process activities into four
categories:
• Operation
• Transportation
• Inspection
• Delay

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Identified areas for improvement from evaluation process

a) Move the steps 2.3.4.5.6.7.8.9.18 and 19, involve traveling just for dispatch of complain and
waste a notable length of time the same is cover up by using Hospital information system
software (HMIS) by which message / complain can be conveyed interdepartmental with in
short period of time.
b) A course of time is consumed at biomedical engineering department to burden of load. It
can be reduced by increasing the workforce / man power (technical staff).
c) From step 14, we have identified that in order to save the time, Backup unit should be
available in the Biomedical workshop.

General Areas for improvement

a) Improvement is required in the following domains to ensure the best operational practices.
b) Critical equipment inventory for departmental use only.
c) Regular training and development of technical staff.
d) Empowerment of the department to take fair decision regarding the needs of the doctors and
paramedical staff.

Recommendations.

Senior Bio medical Engineer Senior

Workshop Team will be available in Biomedical
General Shift only Engineer

Bio Medical Engineers

Workshop In Biomedical Biomedical Biomedical
Working in Shifts
charge Engineer Engineer Engineer
Morning Evening and Nights

Senior Biomedical Technician

Senior Senior Senior Senior
Working in Shifts
Biomedical Biomedical Biomedical Biomedical
Morning, Evening and Nights (One Per Technician x1 Technician Technician Engineer
Shift)

Biomedical Technician
Working in Shifts Workshop Biomedical Biomedical Biomedical
Morning, Evening and Nights (three Per Technician x 3 Technician Technician Technician
Shift)

Junior. Biomedical Technician Workshop Junior Junior Junior

working in shifts
Morning, Evening and Nights (three Per
Junior Biomedical Biomedical Biomedical
Shift) Technician x 3 Technician Technician Technician

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• Biomedical Department must have the availability of the critical care equipment
available with them in order to facilitate the need of the hour.
• Biomedical engineering department is often ignored in decision making regarding to
BM equipment.
• Machines are purchase without consultation of biomedical engineer. Mostly
biomedical affairs are administered by the person having very less knowledge about
biomedical technology.
• Consequently, low quality and irrelevant equipment’s are purchased caused wastage
of money and bad effect on treatment of patients.

Operations Management