TRIBHUVAN UNIVERSITY quality of our care, so I follow the questionnaire results daily.

The in-depth survey

LUMBINI BANJIYA CAMPUS
Department of Business Administration
2023
MBA - BF/ Third Semester/ MBA - BF 513: Operation Management
Candidates are required to answer all the questions in their own words as far as
practicable. Figures in brackets indicate full marks.
helps me and others on my team to gain quick knowledge from patient feedback.”
Full Marks: 100 Arnold Palmer Hospital employees are empowered to provide gifts in value up to $200
to patients who find reason to complain about any hospital service such as food,
Credit Hour: 2
courtesy, responsiveness, or cleanliness.
Time: 3 hrs
Swanson doesn't focus just on the customer surveys, which are mailed to patients one
week after discharge, but also on a variety of internal measures. These measures
usually start at the grassroots level, where the staff sees a problem and develops ways
to track performance. The hospital’s longstanding philosophy supports the concept that
each patient is important and respected as a person. That patient has the right to
comprehensive, compassionate family-centered health care provided by a
knowledgeable physician-directed team.

Group '' A '' Some of the measures Swanson carefully monitors for continuous improvement are
morbidity, infection rates, readmission rates, costs per case, and length of stays. The
Case Analysis Questions
tools she uses daily include Pareto charts, flow- and process charts, in addition to
1. Carefully read the case given below, critically analyze it and answer the benchmarking against hospitals both nationally and in the southeast region.
question that follows: [30]
The result of all of these efforts has been a quality culture as manifested in Arnold
The Culture of Quality at Arnold Palmer Hospital Palmer's high-ranking in-patient satisfaction and one of the highest survival rates of
critically ill babies.
Founded in 1989, Arnold Palmer Hospital is one of the largest hospitals for women
and children in the U.S., with 431 beds in two facilities totaling 676,000 square feet. Questions:
Located in downtown Orlando, Florida, and named after its famed golf benefactor, the
i. Why is it important for Arnold Palmer Hospital to get the patient's
hospital, with more than 2,000 employees serves an 18- county area in central Florida
assessment of health care quality? Does the patient have the expertise to
and is the only Level 1 trauma center for children in that region. Arnold Palmer
judge the health care she receives?
Hospital provides a broad range of medical services including neonatal and pediatric
ii. How would you build a culture of quality in an organization including
intensive care, pediatric oncology and cardiology, care for high-risk pregnancies, and
Arnold Palmer Hospital?
maternal intensive care.
iii. What technique does Arnold Palmer Hospital practice in its drive for
The Issue of Assessing Quality Health Care. quality and continuous improvement?
iv. Develop a fishbone diagram illustrating the quality variables for a patient
Quality health care is a goal all hospitals profess, but Arnold Palmer Hospital has who just gave birth at Arnold Palmer Hospital (or any other hospital)
actually developed comprehensive and scientific means of asking customers to judge
the quality of care they receive. Participating in a national benchmark comparison
against other hospitals, Arnold Palmer Hospital consistently scores in the top 10% in
overall patient satisfaction. Executive Director Kathy Swanson states, “Hospitals in
this area will be distinguished largely on the basis of their customer satisfaction. We
must have accurate information about how our patients and their families judge the
 Group '' B '' Number Quantity (P)

Problem Solving / Critical Analysis Questions 1 0 to 999 no discount $5.00

Answer any THREE questions: [3 × 10 = 30] 2 1000 to 1999 4 $4.80

2. Discuss the Just in time (JIT), Toyota Production System (TPS) and Lean 3 2000 and over 5 $4.75
Operation approaches to continuing improvement and what the major operation issues
they will solve. Construct a control chart for mean (–) and the range (R) for the
following data in which samples of 5 are being taken every hour (each set of 5 has
been arranged in ascending order of magnitude). Comment on whether the production The normal cost for the toy race cars is $5.00. For orders between 1,000 and 1,999
seems to be under control, assuming that these are the first data. units, the unit cost drops to $4.80; for orders of 2,000 or more units, the unit cost
is only $4.75. Furthermore, ordering cost is $49.00 per order, annual demand is
5,000 race cars, and inventory carrying charge, as a percent of cost is 20%, or .2.
What order quantity will minimize the total inventory cost?
Sample 1 2 3 4 5 6 7 8 9 10 11 12
No. 5. What do you mean by TQM? What are the steps of identifying quality problem
and causes?
1 42 42 19 36 42 51 60 18 15 69 64 61
Group '' C ''
2 65 45 24 54 51 74 60 20 30 109 90 78
Concept Based Short Answer Questions
3 75 68 80 69 57 75 72 27 39 113 93 94
Answer any EIGHT questions: [8 × 5 = 40]
4 78 72 81 77 59 78 95 42 62 118 109 109
6. What do you mean by operation system? Briefly state the classification of
5 87 90 81 84 78 132 138 60 84 153 112 136 operations.

7. Describe a new product development system?

From the table, for n = 5, A2 = 0.58, D3 = 0, D4 = 2.11 8. Difference between quality circle and process improvement team.

3. What do you mean by product design? What are different product design
criteria? Construct a house of quality matrix considering any brand of mobile
comparing with its competitor.
4. What is material requirement planning (MRP). Wohl’s Discount Store stocks
toy race cars. Recently, the store has been given a quantity discount schedule for these
cars. This quantity schedule was shown in table
9. Explain ISO 9000 series
10. Describe the concept of total productive maintenance? State the function of
Maintenance.
11. What are the seven types of wastes according to Taiichi Ohno defined in TPS?
12. Distinguish between dependent and independent demand with suitable example

13. Why it is desirable to classify items into groups, as the ABC classification does?
Discount Discount Discount (%) Discount Price
14. What do you mean by quality? Explain briefly six sigma.