Apollo Hospitals:

Differentiation
through Hospitality
Jagrut Nemade (MS18A023)
Paras Jain (MS18A026)
Shweta Verma (MS18A044)
Swati Sitha (MS18A049)
 Data on Complaints

Departments Number of Complaints

Total Number of
complaints (defects) –
House Keeping 373
1434
Food & Beverages 318
Facility 236 Total number of patients –
Operations 189
1,38,600
Nursing 173
Total departments – 8
Medical 92
Billing 34 Total number of
Dietary 19
opportunities for defects –
1,38,600 x 8 = 11,08,800

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 DPMO Sigma Level

Interpolating linearly from this two

data points, Sigma level for overall
hospital service of Apollo Hospital is _
Sigma level for
4.52
overall hospital
service
page 3
 Text Analytics
• Identifying the most common complaints based on the words most commonly used
• Understanding of common complaints in a broad sense
• Reviewing the words within context
• Determining the service area referenced by the complaint
• Identifying the exact problem or process that needs to be improved

Response time – 41
Response – 62 Clean food - 103
Hot water – 54 Bedsheet - 47 Improve - 106
Morning – 94
Food – 220 Clean HK – 103 Said – 57
Time – 271
Water – 129 HK – 69 Good – 64
Wait – 79
Hot – 78 Floor – 43 Proper – 58
Night – 87
Lunch – 41 Toilet – 139 Nurse – 214 Work –79
Minute – 66
Serve – 43 Bed – 94 Doctor – 107
Late – 48
Quality - 46 Staff – 95
Attend – 79

Time FnB HK Nursing others

830 704 495 406 364

Bucketizing Complaints into 5 segments page 4

 Service Quality tool used: Pareto Chart

900 120%
Based on 5 segments 800 100%
100%
700 87%
72% of problems are because of 3 wide parameters
600 72% 80%
Most of the complaints are in Time segment 500 55% 60%
Suggestions: 400
300 40%
Focus on process management to improve response time 30%
200
Quality check for food standards 100
20%

Regular improvements for staff and doctors 0 0%

Delay and Food related Doctor HK others
Day/Night

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Thank You