Chapter 3 - Service Packages and Processes at Valley Memorial Hospital Details of Your Next Assignment "I am pleased with the progress you are making in familiarizing yourself with VMH and its operations. Now it is time for you to tackle a specific assignment under the direction of Lee Jordan, Director of the Medical/Surgical Nursing Unit. Lee is happy that you have been preparing yourself well for the consulting assignments. Lee believes that you should learn more about the service package offered by VMH and the processes/technology that VMH used to deliver this service package." "Specifically, you must develop a good understanding of the service package currently offered by VMH to its customers and the service delivery process it uses. At a strategic level, the service package offered by VMH must be consistent with the company's mission statement and the competitive priorities it wants to emphasize. Give some thought to examining this issue and summarize your findings. You must have studied in one of your classes that technology is becoming a major thing in process design. Examine to what extent VMH uses technology and think of any additional areas where VMH could substitute technology for people. Besides technology, the other hot topic is outsourcing. Examine outsourcing opportunities at VMH." "At an operational level, it is useful to visualize the series of steps customers go through between entering the facility and leaving it after getting served. Consider the different steps a patient goes through when he/she arrives at VMH for a specific service (such as an emergency room visit). Draw a simple process flow diagram." "Prepare a crisp write-up addressing some of these specific issues and I will send it to Lee. If Lee has any questions, she will discuss them with you when you meet her in a couple of weeks. You will be working with her on total quality management and process quality control. Good luck!"

Assignment Questions For Chapter 3

1. Describe the service package offered by VMH to its customers.

2. Explain how the service package is consistent with the company's mission statement and the emphasized competitive priorities.

3. Draw a simple process flow diagram illustrating the different steps a patient arriving at VMH to receive a specific service must go through before leaving VMH.

4. In terms of classification of services, explain where VMH could be placed.

5. Describe to what extent, VMH uses technology in its service design. Describe any additional areas where VMH might substitute technology for people.

6. Describe the outsourcing environment at VMH. Describe any operations currently done by VMH which might be better off outsourced.