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Appollo Case Study

To reduce complaints and improve hospitality at Apollo Hospitals in Bangalore, the following strategies should be considered: 1. Set specific Sigma level targets for hospitality processes to drive continuous improvement through a DMAIC framework. Housekeeping and food & beverage departments in particular could benefit from this approach. 2. Place high importance on hospitality aspects since they significantly impact patient satisfaction. Targeted improvements addressing common complaints like housekeeping issues will help reduce the overall complaint rate. 3. Adopt lean Sigma methodologies to identify and address the root causes of hospitality-related complaints. A data-driven approach focusing on frequent issues can help lower the number of defects.

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Nirmalya Mukherjee
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184 views

Appollo Case Study

To reduce complaints and improve hospitality at Apollo Hospitals in Bangalore, the following strategies should be considered: 1. Set specific Sigma level targets for hospitality processes to drive continuous improvement through a DMAIC framework. Housekeeping and food & beverage departments in particular could benefit from this approach. 2. Place high importance on hospitality aspects since they significantly impact patient satisfaction. Targeted improvements addressing common complaints like housekeeping issues will help reduce the overall complaint rate. 3. Adopt lean Sigma methodologies to identify and address the root causes of hospitality-related complaints. A data-driven approach focusing on frequent issues can help lower the number of defects.

Uploaded by

Nirmalya Mukherjee
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.

What strategy should be used to reduce the number of complaints and sustain the culture of
excellence at Apollo Hospitals, Bangalore under the leadership of Dr. Panyala?
2. Given the manual intensive processes involved in addressing the hospitality issues, what is a
good Sigma level? Could Apollo set a target for Sigma level in hospitality?
3. How much importance should be given to aspects of hospitality in hospitals? Should Apollo set a
target Sigma level for hospitality?
4. There were 1434 complaints from the 138600 patients treated between March 2011 and
December 2012. What is the Sigma level of the overall hospitality service?
5. Explain the use of the Kano Evaluation Table in the context of determining those hospitality
services that would provide maximum satisfaction to patients.
6. Discuss ways of reducing complaints in the housekeeping and food & beverages departments of
a hospital. Develop a DMAIC framework for reducing defects in these two departments.
7. What is your opinion about the methodology adopted by Dr. Rao and his team?
8. Analyze the word frequency count provided in Exhibit 9
9. Suggest lean Sigma methodologies that can be used to reduce the number of complaints related
to hospitality.
10. What strategy should Dr. Rao adopt to reduce the number of complaints at the hospital? How
should generic complaints such as “housekeeping service needed to be improved” be handled?

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