Question: Case Study: Apollo Hospital: Differentiation Through Hospitality Case link: https://hbsp.harvard.edu/tu/461438b6 Q1. How is hospitality measured at the hospital? Is this a good way to measure

Case Study: Apollo Hospital: Differentiation Through Hospitality

Case link:

https://hbsp.harvard.edu/tu/461438b6

Q1. How is hospitality measured at the hospital? Is this a good way to measure it? Why/Why Not?

2. What is the Sigma level of complaints? Should Six Sigma be the target? If not what Sigma level should it be?

3. Using the Pareto chart provided in the case what are the issues that need to be worked on first? Why?

4. Use the DMAIC framework to discuss how to reduce complaints in the top two issues from Question 3.

5. What Six-Sigma Lean methods do you suggest for reducing the number of Hospitality complaints?

6. What is your opinion of the methodology used by Dr. Rao and his team?

7. How should Dr. Rao reduce the number of complaints at the hospital? What should happen with generic complaints such as "housekeeping services need to be improved?"

8. What is your conclusion?

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