HLTH 2125 ORGANISATIONAL BEHAVIOUR
Assessment 3: Case Study in Quality Management
MARKING SCHEME
Q1 6 marks for problems, 6 marks for reasons
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Problem
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Reason
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1 Jassim/Ali’s work not good
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Lazy, not trained
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2 Mariam/Mona has too much work
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Doctors give her all the work
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3 Reception not clean
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Cleaning staff not doing a good job; not cleaned every day; no litter bins
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4 Computers don’t work
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Not maintained, viruses, old machines
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5 Patients complain about telephone technique
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Receptionists doing 2 jobs, telephones in busy reception area
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6 Patients wait a long time
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Computers not working, receptionists taking telephone calls, receptionists slow
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Q2 12 marks
Solutions to problems
1 Training, performance evaluation
2 Improve Jassim/Ali’s work or sack him
3 Better cleaning staff, audit checklist, CQI, clean more often
4 New computers or have staff to check computers
5 Move telephones to another room
6 Employ staff to take telephone calls.
Q3 Ideas to include in a quality improvement plan (CQI), motivate staff, improve maintenance of equipment 6 marks
Aaw/dee/AT3 case study marking criteria/11/30/10
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