MK0015- SERVICES MARKETING & CUSTOMER RELATIONSHIP MANAGEMENT

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ASSIGNMENT

 

DRIVE SUMMER 2014
PROGRAM MBADS – (SEM 4/SEM 6) MBAN2 / MBAFLEX – (SEM 4)

PGDROMN – (SEM 2)

SUBJECT CODE & NAME MK0015- SERVICES MARKETING & CUSTOMER RELATIONSHIP MANAGEMENT
SEMESTER 4
BK ID B1808
CREDITS 4
MARKS 60

 

 

Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

 

 

1 Given your understanding of market identification, elaborate on how, in terms of market share, a firm is expected to play certain roles.

 

Answer : An entrepreneur may grow its business either by internal expansion or by external expansion. In the case of internal expansion, a firm grows gradually over time in the normal course of the business, through acquisition of new assets, replacement of the technologically obsolete equipments and the establishment of new lines of products. But in external expansion, a firm acquires a running business and grows overnight through corporate combinations. These combinations are in the form of mergers, acquisitions, amalgamations and takeovers and have now become important features of corporate restructuring. They have been playing an important role in the external growth of a number of leading companies the world over. They have become popular because of the enhanced competition, breaking of trade barriers, free flow of capital across countries and globalisation of businesses. In the wake of economic reforms, Indian industries have also started restructuring their operations around

 

 

2 Discuss the purchase process of a service customer.

 

Answer : The Customer Buying Process (also called a Buying Decision Process) describes the process your customer goes through before they buy your product. Understanding your customer’s buying process is not only very important for your Salespeople, it will also enable you to align your sales strategy accordingly.

 

The process has been interpreted by many scholars over the years; however, the five stages framework remains a good way to evaluate the customer’s buying process. John Dewey first introduced the following five stages in 1910:

 

3 “Interaction plays a lead role in building customer relationships”. Explain Customer Information Management (CIM) in this context.

Answer : Computer-integrated manufacturing

A system in which individual engineering, production, and marketing and support functions of a manufacturing enterprise are organized into a computer-integrated system. Functional areas such as design, analysis, planning, purchasing, cost accounting, inventory control, and distribution are linked through the computer with factory floor functions such as materials handling and management, providing direct control and monitoring of all process operations.

 

Computer-integrated manufacturing (CIM) may be viewed as the successor technology which links computer-aided design (CAD), computer-aided manufacturing (CAM), robotics, numerically controlled machine tools (NCMT), automatic

 

4 Explain gap analysis in detail.

Answer : In information technology, gap analysis is an assessment tool to help identify differences between information systems or applications. A gap is sometimes called “the space between where we are and where we want to be.”

 

A gap analysis helps bridge that space by highlighting which requirements are being met and which are not. The tool provides a foundation for measuring the investment of time, money and human resources that’s required to achieve a particular outcome.

 

In software development, for instance, a gap analysis can be used to document which services and/or functions have been accidentally left out, which ones have been deliberately eliminated and which still need to be developed. In compliance, a gap analysis can be used to compare what is required by law to what is currently being done.

 

 

5 Explain the benefits and opportunities of an effective e-CRM.

Answer : The benefits which those channels confer on the enterprises include the following:

 

  1. Fostering Relationship with Customers: Trust is one of the scarcest commodities in dealing with customers and it is not easily obtained. Traditionally, it was the practice to just acquire the preferences of the customers but with the increased competition and demands coupled with their awareness, it is now far more important to initiate proactive programs to stimulate one-on-one communication with customers geared towards fostering trust and loyalty. e-CRM enables enterprises to create trust, get co-operation and then guarantee satisfaction with the customers.

 

 

 

6 Discuss different customer retention strategies.

 

Answer : Customer retention is on the minds of small and medium businesses across the world. With rising customer acquisition costs, businesses need to get innovative and start taking a proactive role in retaining their clients.

 

The consequences of customer retention also compound over time, and in sometimes unexpected ways. Even a tiny change in customer retention can cascade through a business system and multiply over time. The resulting effect on long-term profit and growth shouldn’t be underestimated.

 

Marketing Wizdom can introduce you to a number of simple customer retention strstegies that will cost you little or nothing to implement. Behind each

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MU0018 – Change Management

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ASSIGNMENT

 

DRIVE SUMMER 2014
PROGRAM MBADS (SEM 4/SEM 6)

MBAFLEX/ MBAN2 (SEM 4)

PGDHRMN (SEM 2)

SUBJECT CODE & NAME MU0018 – Change Management
BK ID B1807
Credit and Max. Marks 4 credits; 60 marks

 

Note – Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

 

 

 

1 Describe Kotter’s Eight Step Change Model

Answer : To successfully react to windows of opportunity, regardless of the focus — innovation, growth, culture, cost structure, technology — a new methodology of change leadership is required.

 

Thirty years of research by leadership guru Dr. John Kotter have proven that 70% of all major change efforts in organizations fail. Why do they fail? Because organizations often do not take the holistic approach required to see the change through.

 

However, by following the 8-Step Process outlined by Dr. Kotter, organizations can avoid failure and become adept at change. By

 

 

2 Explain the various steps at which control takes place in a Change Management Process.

 

Answer : The change management process is the sequence of steps or activities that a change management team or project leader would follow to apply change management to a project or change. Based on Prosci’s research of the most effective and commonly applied change, most change management processes contain the following three phases:

 

Phase 1 – Preparing for change (Preparation, assessment and strategy development)

 

 

3 Discuss the various factors affecting the choice of a change Strategy

 

Answer :  Writing a business strategy is an essential aspect of starting and running a business. Without a clear strategy, it is difficult to set meaningful goals and objectives. In determining your business strategy, a logical analysis of the environment in which you operate will both inform and influence the outcome. This analysis — commonly called PESTLE, for political, economic, sociological, technological, legal and environmental — paves the way for identifying opportunities and threats, and effective business planning.

 

4 What do you mean by Organizational Effectiveness? Explain the approaches involved in achieving Organizational Effectiveness

Answer : : Organizational effectiveness is the concept of how effective an organization is in achieving its goals. Every employee in a company contributes to organizational effectiveness. Taking into account skills, experience, motivation and rank, some employees play a bigger role than others. These are the people who contribute to the development of organization mainly with their knowledge.

There are many ways to measure the effectiveness of an organization, which include different criteria such as productivity, profits, growth, turnover, stability and cohesion. Rational perspectives focus on the achievement of previously set

 

 

 

  1. What do you mean by Change Agent? Describe the characteristics of successful Change Agents.

Answer : Answer : A Change Agent is someone who knows and understands the dynamics that facilitate or hinder change. Change Agents define, research, plan, build support, and partner with others to create change. They have the courage and the willingness to do what is best for the community.

 

The change agent may be in the form of a consultant who helps the clients find solutions to the organizational problems. It could also be in the form of a trainer who trains the client to achieve a set of skills that could be used in bringing about the change for optimal outcomes.

This change agent must have certain

 

 

6 Write a brief note on the following:

a)Kolb’s Learning Cycle

Answer : Kolb’s Learning Cycle :

 

Kolb developed a theory of experiential learning that can give us a useful model by which to develop our practice. This is called The Kolb Cycle, The Learning Cycle or The Experiential Learning Cycle. The cycle comprises four different stages of learning from experience and can be entered at any point but all stages must be

 

 

  1. b) Peter Senge’s framework on Organizational Learning

Answer :  Peter Senge and the learning organization.

Peter Senge’s vision of a learning organization as a group of people who are continually enhancing their capabilities to create what they want to create has been deeply influential. We discuss the five disciplines he sees as central to learning organizations and some issues and questions concerning the theory and practice of learning organizations.

 

According to Peter Senge (1990: 3) learning organizations are:

 

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MU0017 – TALENT MANAGEMENT AND EMPLOYEE RETENTION

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ASSIGNMENT

 

DRIVE SUMMER 2014
PROGRAM MBADS (SEM 4/SEM 6)

MBAFLEX/ MBAN2 (SEM 4)

PGDHRMN (SEM 2)

SUBJECT CODE & NAME MU0017 – TALENT MANAGEMENT AND EMPLOYEE RETENTION
BK ID B1869
Credit and Max. Marks 4 credits; 60 marks

 

Note – Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

 

 

1 Explain the key elements of Talent Management System.

 

Answer :  : Most researchers today stress the importance of talent management. Strategic meaning of talent management comes from the fact that success in international business depends most importantly on the quality of top executive talent and how effectively this critical resource is developed and managed. To manage talent in a maximum way would be like having a crystal ball that prevents what will happen in the future to avoid mistakes. There is, however, no such tool and that is why talent management is so important. Management literature has for many years been dominated by talent management and there are many different aspects of this, but one suggests that there are two key dimensions that need careful consideration; these are those of “focus” and “fit”.

 

 

  1. Explain the importance of Talent Management Process. Describe the stages of Talent Management Process.

Answer :  Talent management involves individual and organisational development in response to a changing and complex operating environment. It includes the creation and maintenance of a supportive, people oriented organisation culture.

 

Importance of talent management

 

Like human capital, talent management is gaining increased attention. Talent management (TM) brings together a number of important human resources (HR) and management initiatives.

 

Organisations that formally decide to “manage their talent” undertake a strategic analysis of their current HR processes. This is to ensure

 

 

3 What are the responsibilities undertaken by an HR to ensure compliance to regulations? Explain the steps involved in ensuring safe work environments

 

Answer :  The human resources (HR) function is at the center of most employers’ efforts to identify, hire and retain the people the organization needs to execute its strategy and achieve its goals.  But the HR function is a key player within the organization’s compliance structure as well.

 

There are numerous laws and regulations governing the employment relationship that HR professionals must understand and navigate in order to help ensure their organizations avoid costly fines and other penalties, including the potential harm to the organization’s reputation.

 

In many organizations, the HR function also manages the various compensation and benefit programs, which are heavily regulated as well.  For private-sector organizations this means complying with the Employee Retirement Income Security Act’s (ERISA) reporting, disclosure, and fiduciary requirements, among other

 

 

  1. Explain the key Compensation principles. What do you mean by Total rewards? Describe the elements of Total rewards.

 

Answer :  Compensation practices at large financial institutions were a key contributing factor to the global financial crisis. The FSB Principles for Sound Compensation Practices and their Implementation Standards (Principles and Standards, P&S) were developed to align compensation with prudent risk-taking, particularly at significant financial institutions.

 

The Principles require compensation practices in the financial industry to align employees’ incentives with the long-term profitability of the firm. The Principles call for effective governance of compensation, and for compensation to be adjusted for all types of risk, to be symmetric with risk outcomes, and to be sensitive to the time horizon of risks. The Principles are intended to apply to all significant financial institutions but are especially critical for large, systemically important firms.

 

 

 

  1. Explain the concept of Talent Acquisition .Explain the talent acquisition strategies.

 

Answer : As customers continue to request services that offer more value than simply HR administrative relief, more time is spent on evaluating and stepping up to deliver –strategic human capital management (HCM).

 

Talent acquisition strategies :

 

Support

 

The most essential element in ensuring your company has an ideal customer experience is support. A superior vendor will offer a product expert to work directly with you to ensure that the first, critical phase (software implementation) is handled professionally, on time, and to your satisfaction. After implementation, a team member (

 

6 Write short notes on:

a)Workforce Analysis

Answer : Having identified organizational priorities, the next step focuses on the roles and capabilities needed for the department to be successful.

 

  • Identification of Critical Roles

The leadership team identifies the key job functions and job roles that will be the initial focus of the talent review discussions.

Depending on the need, a talent review

 

 

 

b)Talent Review

 

Answer : Having set the organizational context, management teams can proceed wtih a review of “talent” in the organization.

The type and emphasis of a talent review can vary depending on the department’s need.

Talent review examples include:

 

Talent Inventory focuses on the current performance and future potential of a selected employee group.

The goal is to get a collective perspective of strengths, needs and development opportunities for specific employees, and to identify the organization’s “talent pool.” Readiness for key assignments or future jobs is considered.

 

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MU0016 – Performance Management and Appraisal

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ASSIGNMENT

 

DRIVE SUMMER 2014
PROGRAM MBADS (SEM 4/SEM 6)

MBAFLEX/ MBAN2 (SEM 4)

PGDHRMN (SEM 2)

SUBJECT CODE & NAME MU0016 – Performance Management and Appraisal
BK ID B1868
Credit and Max. Marks 4 credits; 60 marks

 

Note – Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

 

 

 

1 Discuss the various stages involved in the evolution of Performance Management

Explaining the evolution of Performance Management

 

Answer : The term performance management gained its importance from the times when the competitive pressures in the market place started rising and the organizations felt the need of introducing a comprehensive performance management process into their system for improving the overall productivity and performance effectiveness.

 

The performance management process evolved in several phases.

 

 

  1. Discuss the principles and dimensions of Performance Management

 

 

Answer : The principles of performance management

 

  • It translates corporate goals into individual, team, department and divisional goals.
  • It helps to clarify corporate goals.
  • It is a continuous and evolutionary process, in which performance improves over time.
  • It relies on consensus and co-operation rather than control or coercion.
  • It creates a shared understanding of what is required to improve performance and how it will be achieved.

 

3 Assume that you have joined as an HR in an organization. The first task assigned to you is to conduct the Performance Appraisal Process. What according to you is its purpose? Describe the entire Performance Appraisal process.

Answer : Performance Appraisals is the assessment of individual’s performance in a systematic way. It is a developmental tool used for all round development of the employee and the organization. The performance is measured against such factors as job knowledge, quality and quantity of output, initiative, leadership abilities, supervision, dependability, co-operation, judgment, versatility and health. Assessment should be confined to past as well as potential performance also. The second definition is more focused on behaviours as a part of assessment because behaviours do affect job results.

 

  1. Write a brief note on the Employee’s responsibility in Performance Planning Mechanics

Answer : : Employee’s responsibility in Performance Planning Mechanics :

 

Employees share a responsibility for the implementation and success of the PM system. As such they need to be fully aware of their respective roles and responsibilities in terms of the different stages of performance management:

 

STAGE ROLE

 

 

  1. Discuss the skills that a line manager require for effective Performance Management.

Answer : As a line manager you need to have the skills to prepare and run a successful performance appraisal meeting. Appraising and developing staff is essential to your role. Doing it well and leaving your staff feeling empowered and motivated is what will make the difference to team and individual success.

 

WHO SHOUD ATTEND

 

Suitable for individuals who carry out staff appraisals and are looking to build their confidence and effectiveness in this essential skill. The course is suited to those who are new to appraisals or have limited experience in the area.

 

 

 

 

6 Write short notes on the following:

a)MBO

Answer : Management by Objectives (MBO) is the most widely accepted philosophy of management today. It is a demanding and rewarding style of management. It concentrates attention on the accomplishment of objectives through participation of all concerned persons, i.e., through team spirit. MBO is based on the assumption that people perform better when they know what is expected of them and can relate their personal goals to organizational objectives. Superior subordinate participation, joint goal setting and support and encouragement from superior to subordinates are the basic features of MBO.

 

 

b)Behaviorally Anchored Rating Scales Method (BARS)

 

Answer : The BARS (behaviorally anchored rating scales) method of evaluating employees carries typical job appraisals one step further: Instead of relying on behaviors that can be appraised in any position in a company, the BARS method bases evaluations on specific behaviors required for each individual position in an individual company.

 

The BARS method explained

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MU0015 –Compensation and Benefits

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ASSIGNMENT

 

DRIVE SUMMER 2014
PROGRAM MBADS (SEM 4/SEM 6)

MBAFLEX/ MBAN2 (SEM 4)

PGDHRMN (SEM 2)

SUBJECT CODE & NAME MU0015 –Compensation and Benefits
BK BK ID B1859
Credit and Max. Marks 4 credits; 60 marks

 

Note – Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

 

 

 

MU0015 –Compensation and Benefits

 

  1. 1. Discuss the contents of Job Evaluation. Describe the process of Job evaluation

Answer : Content of job evaluation :

Job evaluations will determine the salary grade of a job and may occur at any time during the year. The table below describes the most common reasons for a job evaluation and the corresponding actions.

 

In the event that a department manager/supervisor would like to recommend a job evaluation, he or she should contact his or her human resources representative to discuss the situation and process for conducting the evaluation.

 

2 Suppose you are a HR Manager and you are asked to develop an effective Incentive Scheme for your organization. What are the pre-requisites you will consider while developing an Effective Incentive Scheme? Discuss the merits and demerits of Incentives

 

Answer : A successful incentive compensation plan focuses on achieving company goals by driving the right behaviors in employees. One of the biggest failures of incentive compensation programs is they often do not take into account all the key drivers that will make the company successful. How does a company determine if its incentive plan is effective? If the answer is “no” to any of the following questions, chances are the company is not getting the most benefit out of its plan.

 

  • Is there a defined corporate strategy that is communicated to the rest of the organization so employees understand what the company wants to accomplish?
  • Does the incentive plan drive behaviors that lead to the objectives outlined in the corporate strategic and business plans?

 

 

3 Discuss the types of managerial remuneration. Explain the elements of a managerial remuneration

 

Answer : Managerial remuneration is compensation for services provided to a company in a managerial capacity. This can include cash payments, along with benefits like stock options, health insurance, and bonuses. Managers are typically paid more than the people they supervise, although they tend to make less than the executives at the head of the company. Some pay structures are transparent, making it easy to determine how much money managers make, while others may be confidential.

 

Elements of a managerial remuneration

For Group Management, total remuneration consists of fixed salary, short-term and long-term variable remuneration, pension and other benefits. If the size of any one of these elements is increased or decreased, at least one

 

 

  1. Define Pay Structure. What are its objectives? Explain the major decisions involved in designing and setting competitive pay structures

 

Answer : : Pay structure : A pay structure is a collection of pay rates or pay ranges. Structure setting and adjustment is the process of developing, adjusting, and maintaining a pay structure. Salary structures are a necessary part of effective management. They help make sure that the pay levels are externally competitive and internally fair.

 

 

 

 

5 Explain the criteria’s considered for rewarding the employees for their good service

Explanation of the criteria’s responsible for rewarding the employees

 

Answer : Managers who want to recognize employees for good work have many tools at their disposal. One of the more traditional ways to reward a top performer is to give her a promotion or raise or both. But how can you know whether someone is truly ready for the next challenge or deserving of that bump up in pay?

 

HR policies and company culture often dictate when and how people move up in a company. However, managers in most companies have a good deal of input into the decision, and in some cases they are the ultimate decision makers. Whether you have this authority or not, promotions and raises need to be part of an ongoing discussion with

 

 

6 Write a short note on the following:

  1. a) Wage Policy Plan in India

 

Answer : Minimum wages need to be fixed in sweated industries & fair wage agreements need to be promoted in the more organized industries. Equal pay should be ensured for equal work. Wage differentials should be provided. Remuneration should be linked to productivity.

 

1)            Fixing of minimum wages: The appropriate government shall fix the minimum rates of wages payable to employees employed in the industries specified in the schedule. Revision can take place once in five years. The minimum wage may be fixed at a rate.

2)            Minimum rate of wages: It consists of A

 

 

 

b)Voluntary Retirement Scheme(VRS)

 

Answer : In the present globalised scenario, right sizing of the manpower employed in an organisation has become an important management strategy in order to meet the increased competition. The voluntary retirement scheme(VRS) is the most humane technique to provide overall reduction in the existing strength of the employees. It is a technique used by companies for trimming the workforce employed in the industrial unit. It is now a commonly method used to dispense off the excess manpower and thus improve the performance of the organisation. It is a generous,tax-free severance payment to persuade the employees to voluntarily retire from the company. It is also known as ‘Golden

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MH0051 – Health Administration

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ASSIGNMENT

 

DRIVE SUMMER 2014
PROGRAM MBADS – (SEM 3/SEM 5)  MBAN2 / MBAHCSN3 / MBAFLEX – (SEM 3) PGDHSMN – (SEM 1)
SUBJECT CODE & NAME MH0051 – Health Administration
BK ID B1212
CREDITS 4
MARKS 60

 

Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

 

 

1 Define health insurance. Discuss the different types of health insurance policies in India.

 

Answer : Health insurance is a type of insurance coverage that covers the cost of an insured individual’s medical and surgical expenses. Depending on the type of health insurance coverage, either the insured pays costs out-of-pocket and is then reimbursed, or the insurer makes payments directly to the provider.

 

In health insurance terminology, the “provider” is a clinic, hospital, doctor, laboratory, health care practitioner, or pharmacy. The “insured” is the owner of the health insurance policy; the person with the health insurance coverage.

 

 

2 Describe the demographic profile of India.

Answer : Components of demography :

 

The components of Demography are :-

  • Fertility
  • Mortality
  •  
  •  
  • 3 Define ergonomics. Discuss the occupational related legislations in India.

 

Answer : Ergonomics :

Ergonomics (or human factors) is the scientific discipline concerned with the understanding of the interactions among humans and other elements of a system, and the profession that applies theoretical principles, data and methods to design in order to optimize human well being and overall system performance.

Occupation related legislations in India :

 

 

4 Discuss the impact of lifestyle diseases on healthcare industry and economy.

Answer : Impact of lifestyle diseases on economy

The diagnosis of a chronic disease like heart disease or diabetes has far reaching economic and social consequences on the individual, his family and the society.

 

The economic consequences are the direct and indirect costs incurred upon the individual over the course of the disease.Direct costs include cost of medicines, physician consultation charges, hospital admission charges, investigation charges and cost of medical durables like wheel chairs, wound care supplies or respirators especially when

 

 

 

5 Explain the types of epidemiological studies and list the uses of epidemiology.

 

Answer : Epidemiology is the study of diseases in large number of humans or other animals, in particular how, when and where they occur. Epidemiologists endeavour to determine what factors are related with diseases (risk factors), and what factors may protect people or animals against disease (protective factors). The science of epidemiology was first developed to discover and understand possible causes of contagious diseases like smallpox, typhoid and polio among humans. It has expanded to include the study of

 

 

 

 

6 Define disaster management. Explain the steps in disaster management.

Answer : 8 Steps to disaster recovery planning

 

It’s been some time since I’ve delved in disaster recovery planning, so I thought I’d create this post as a short refresher on the planning process.  Every organization, whether small or large, should have a disaster recovery plan. Depending on the size, it may take some organizations several months to fully document an effective plan. In such cases, it’s important to understand the 8 steps to disaster recovery planning.

Step 1 in disaster recovery planning: organize the disaster recovery planning team. The team should consist of a primary representative and an alternate from each participating department. Organizing the disaster recovery team begins by creating a

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MH0052 – Hospital Organization, Operations and Planning

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ASSIGNMENT

 

DRIVE SUMMER 2014
PROGRAM MBADS – (SEM 3/SEM 5)  MBAN2 / MBAHCSN3 / MBAFLEX – (SEM 3) PGDHSMN – (SEM 1)
SUBJECT CODE & NAME MH0052 – Hospital Organization, Operations and Planning
BK ID B1213
CREDITS 4
MARKS 60

 

 

Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

 

 

Q.1 Define a hospital. Discuss the various functions of hospital.

 

Answer : Hospital :

 

A hospital is a health care institution providing patient treatment by specialized staff and equipment.

Hospitals are usually funded by the public sector, by health organizations (for profit or non profit), health insurance companies, or charities, including direct charitable donations. Historically, hospitals were often founded and funded by religious orders or charitable individuals and leaders. Today, hospitals are largely staffed by professional physicians, surgeons, and nurses, whereas in the past, this work was usually performed by the

 

 

 

 

  1. 2. List the various committees in a hospital setting. Discuss the factors that affect the effectiveness of committees.

 

Answer : Listing the various committees :

 

  1. Medical Executive Committee
  2. Ethics Committee:
  3. The Pharmacy and Therapeutics Committee
  4. The Infection Control Committee.
  5. Safety Committee/ Employee Hospital waste management Health Committee:
  6. Budget/Finance and Audit Committee:

 

 

 

  1. Medical Executive Committee:

 

 

Q.3  Explain the process of material management in a hospital.

 

Answer:

 

Overview of material management  :

 

Materials management is an important issue for healthcare systems because it influences clinical and financial outcomes. Before selecting, adapting and implementing leading or optimized practices, a good understanding of processes and activities has to be developed. In real applications, the information flows and business strategies involved are different from hospital to hospital, depending on context, culture and available resources; it is therefore difficult to find a comprehensive and

exhaustive description of processes, even more so a clear formalization of them.

 

Processes and Explanation :

 

  1. Purchasing:

 

 

 

Q.4  Discuss in brief the planning, design and staffing of a billing department in a hospital.  

 

Answer :Brief outline of billing department:

 

The decision on how to bill, file insurance claims, document these claims, and finally to collect on these claims is one of the most important decisions a Hospitalist practice will make, second only to selecting the best physicians to practice as Hospitalists. Good billing services can make the difference between success and failure of your program.

 

 

Explanation of planning billing department :

 

Some hospitals have set up well-run Management Services Organizations (MSOs) or have retooled their billing departments to meet physician

 

 

Q.5  Discuss the managerial skills required to be possessed by a health service manager.

 

Answer : 3 categories of managerial skills :

 

A manager’s role is varied and complex. Managers need certain skills to perform the duties and activities associated for being a manager. There are three basic skills :

 

  1. Management skills
  2. Communication skills
  3. Conceptual skills

 

Explanation :

 

Healthcare managers plan, coordinate

 

 

Q.6  Imagine that you are appointed as a consultant for setting up a Radiology and X-ray unit in a tertiary care teaching hospital. What are the planning considerations you have to keep in your mind before executing the task?  

 

Answer : Importance of Radiology and X-ray unit in a hospital  :

 

The imaging department within a hospital or as a stand-alone centre can be treated as a separate business as it is a big profit centre. Apart from providing routine and specialised diagnostic services with imaging technique for indoor, out-patients and walk-in patients it also provides therapeutic services like radio therapy, nuclear medicine as well as interventional radiography. This acts as a big source of revenue generation for a hospital or a stand-alone centre with high profitability .

 

 

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