2022

Darbour Group Hospitals (DGH)

Action Plan for Case Study

By : Moustafa Farouk
 Contents

How to avoid the lawsuit on the

1 issue of the generator

Leadership and management

2 techniques for my team
Methods and techniques to make
3 sure that all the facilities of the
company are well-maintained
Action plan to resolve all the
4 other issues featured at the case
study
 PART 1
How to avoid the lawsuit on
the issue of the generator
Part 1
How to avoid the lawsuit on the issue of the generator

Action Responsible Duration

1- Negotiating with the patients’ families not to proceed with filing lawsuits
against the hospital as the preventive maintenance actions were already
executed to the emergency generator and it was running but the electricity was Regional Facility
Four Weeks
not back to the hospital due to an issue in the control circuit of the ATS which Manager
is an issue which could occur and preventive maintenance actions can not
guarantee that this issue can not occur at all.

2- Convincing the patients'’ families that the generator is well-maintained and Regional Facility
Two Weeks
in very good status and tell them this lawsuit will be no good and the hospital Manager
will be cleared after investigations.

Regional Facility
3- Offering these families a compensation to settle this issue and do not proceed Two Weeks
Manager
with filing the lawsuit and I do believe that this is the best choice we can go for.
 PART 2
Leadership and management
techniques for my team
Part 2
Leadership and management techniques for my team

Action Responsible Duration

Regional Facility
1- Defining their roles and responsibilities by creating accurate job profiles
Manager +
for each position and the job description and responsibilities of each Two Weeks
Maintenance
employee to be discussed with him.
Managers

2- Conducting a gap analysis for each member of the maintenance team

through the following :
Regional Facility
Two Weeks
A-Identifying the current performance level of each team member. Manager
B- Set the targeted performance level of each team member.
C- Identify the gaps of each team member.
D- Find the necessary improvements to close the gaps in my department.

3- Scheduling and assigning tasks for the maintenance department by

Regional Facility
creating and activating daily logs, preventive maintenance schedules Two Weeks
Manager
( Weekly, monthly, quarterly, bi-annual and annual) and assigning
technicians for each task in the schedule.
Part 2 Cont.
Leadership and management techniques for my team

Action Responsible Duration

Regional Facility
4- Creating KPIs and SLAs tailored for the maintenance department in the Manager +
One Week
hospital. Maintenance
Managers

Regional Facility
Ongoing
Manager
5- Tracking the quality of work of the facility department team members.

Regional Facility
Manager Ongoing
6- Provide clear and constructive feedback

Regional Facility
Manager +
7- Reward good behavior and discourage bad behavior and violations to the
Maintenance Ongoing
rules and regulations of the department and the hospital.
Managers

Regional Facility
8- Set an example through my own actions Ongoing
Manager
Part 2 Cont.
Leadership and management techniques for my team
An example of PM Monthly Schedule :
Part 2 Cont.
Leadership and management techniques for my team
An example of SLAs Schedule :
Part 2 Cont.
Leadership and management techniques for my team
An example of Maintenance KPI Template:
 PART 3
Methods to make sure that all
facilities are well-maintained
Part 3
Methods to make sure that all facilities are well-maintained

Action Responsible Duration

Regional Facility
1- Conducting assessment for all the facilities and utilities of the hospital Manager +
Two Weeks
including the offices of employees. Maintenance
Managers

Regional Facility
2- Creating an action plan featuring the actions needed to enhance the overall Two Weeks
Manager
status of the hospital’s facilities.

Regional Facility
3- Getting the top management approval on the CAPEX Items ( projects)
Manager
featured in the action plan.

4- Scheduling and assigning tasks for the maintenance department by

Regional Facility
creating and activating daily logs, preventive maintenance schedules Two Weeks
Manager
( Weekly, monthly, quarterly, bi-annual and annual) and assigning
technicians for each task in the schedule.
Part 3 Cont.
Methods to make sure that all facilities are well-maintained

Action Responsible Duration

Regional Facility
4- Creating detailed maintenance reports and checklists featuring the exact
Manager +
procedures and make sure that the engineers and technicians are trained to One Week
Maintenance
take over these procedures.
Managers

Regional Facility
Ongoing
Manager
5- Tracking the quality of work of the facility department team members.

Regional Facility
Manager +
Maintenance Ongoing
6- Conducting visual checks and site inspections on a regular basis.
Managers

Regional Facility
Manager +
7- Encourage receiving feedback from all departments related to the status of
Maintenance Ongoing
facilities and their needs.
Managers

8- Conducting periodic surveys to asses the level of satisfaction of employees Regional Facility
Ongoing
concerning the status of the hospital’s facilities. Manager
 PART 4
Action plan to resolve all the
other issues featured at the
case study
 Part 4
Action plan to resolve all the other issues featured at
the case study
Issue
1- The new hospital being built in Genera is taking more
time than it should be.
2- the engineers working on the construction site do not get companies and if they have any suggestions or comments,
along with your technicians, and conflicts arise too often
3-Technicians have been reported to have several issues,
beginning with compliance to working hours, leaving site
without being excused and disappearing for hours at a
time, and are the reason conflicts arise with site managers,
because they usually address other people rudely and
disrespectfully.
Action Responsible
Have a meeting with the Project Manager of the construction
Regional Facility
responsible for the new hospital to find out the causes and
Manager
issues of the delays and get them resolved ASAP
A meeting to be held with the technicians to figure out the
real cause of conflicts and directing them not to deal directly
Regional Facility
or have any conflicts with the engineers of the construction
Manager +
Maintenance
they must be submitted to the maintenance manager or the
Managers
regional facility manager and give clear instructions that
conflicts are not acceptable at all.
1- Reward good behavior and discourage bad behavior and
violations to the rules and regulations of the department and
the hospital.
The disciplinary actions could include deductions, transfer to
other work locations, non renewal of annual contracts if the Regional Facility
violations were consistent. Manager
2- Monthly salary could be divided to basic salary (80%) and
the remaining (20%) will be based on the monthly KPI of
each employee.
 Part 4
Cont.
Action plan to resolve all the other issues featured at
the case study
Issue Action Responsible

1-Scheduling and assigning tasks for the maintenance department by creating

and activating daily logs, preventive maintenance schedules ( Weekly, monthly,
quarterly, bi-annual and annual) and assigning technicians for each task in the
schedule.
2-Creating detailed maintenance reports and checklists featuring the exact Regional Facility
procedures and make sure that the engineers and technicians are trained to take Manager +
4- Elevator of one of the hospitals crashed
over these procedures. Maintenance
carrying 7 people, and 2 were severely injured.
3- Monitoring the works and making sure that all the maintenance procedures Managers
were executed efficiently.
4- Being strict in case the maintenance actions have not been executed by the
assigned technician.

1-Scheduling and assigning tasks for the maintenance department by creating

and activating daily logs, preventive maintenance schedules
2-Creating detailed maintenance reports and checklists 3- Monitoring the works
5- Just last night, there was an area-wide power
and making sure that all the maintenance procedures were executed efficiently. Regional Facility
cut that affected one of the hospitals and the
4- Being strict in case the maintenance actions have not been executed by the Manager +
generator didn’t work. The electrician who was
assigned technician. Maintenance
supposed to be on shift that night was missing
5- Giving clear instructions to the technicians and maintenance managers that Managers
and could not be reached until 20 minutes had
no one is allowed to leave the hospital without a written permission from his
passed without electricity.
direct line manager.
 Part 4
Cont.
Action plan to resolve all the other issues featured at
the case study
Issue
6- The offices are extremely cramped, with too
many people sharing one office in each facility.
Everyone is extremely uncomfortable and the
working environment is becoming too difficult.
About 300 people are spread working between 5
apartments. More employees are joining the
group everyday
7- Ahmed and Randa the area managers have
some issues affecting their performance, as
Ahmed is too nice while Randa is too aggressive.
Action Responsible
1-Finding an admin building to host all the 300 employees in one building with a
possibility to host new employees for the next 5-7 years.
2- Creating a new layout of offices to make sure employees feel comfortable and
Regional Facility
to be more productive.
Manager
3- Getting the layout discussed and approved with other employees and top
management.
4- Executing the project of the new premises.
1-Have multiple meetings with Ahmed and Randa to tell them that these
attitude issues affect their performance and give them instructions to enhance
their attitude and resolve these issues. Regional Facility
Manager
2- Ahmed and Randa to be enrolled in management and leadership trainings if
needed.
Thank You
For Your Attention