HLTH 2125 ORGANISATIONAL BEHAVIOUR
Assessment 3: Case Study in Quality Management
MARKING SCHEME
Q1 6 marks for problems, 6 marks for reasons
Problem |
Reason |
1 Jassim/Ali’s work not good |
Lazy, not trained |
2 Mariam/Mona has too much work |
Doctors give her all the work |
3 Reception not clean |
Cleaning staff not doing a good job; not cleaned every day; no litter bins |
4 Computers don’t work |
Not maintained, viruses, old machines |
5 Patients complain about telephone technique |
Receptionists doing 2 jobs, telephones in busy reception area |
6 Patients wait a long time |
Computers not working, receptionists taking telephone calls, receptionists slow |
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