Sem 3: Dec-2024 Maximum Marks: 50 Examination: End Exam Date: 14 Dec 2024 Duration: 2.5hrs
Programme code: 18 Programme: MBA for Working Executive	Class: FY	Semester: III Batch- 2023-24
College: K. J. Somaiya Institute of Management	Name of the department/Section/Center: Operations
Course Code:	Name of the Course: Operational Excellence
Instructions: Question 1 is compulsory. Each Full Question is 10 marks Answer any four questions from Question 2 to Question 7. Make suitable assumptions wherever required. Give examples and diagrams wherever applicable

Question No.	Max. Marks
1	Continuous Improvement at Quality-Care Hospital Quality-Care Hospital, a regional healthcare provider, was known for its patient care but faced challenges in emergency room (ER) operations. Patients experienced long wait times, often exceeding two hours, leading to dissatisfaction and lower patient retention rates. The hospital adopted a Six Sigma approach to improve its ER processes. A team of doctors, nurses, and administrative staff worked together to analyze the problem using DMAIC (Define, Measure, Analyze, Improve, Control). Key findings included: Bottlenecks in Patient Triage: Inconsistent triage practices caused delays. Limited Resource Availability: Staff shortages during peak hours exacerbated the problem. Inefficient Bed Turnover: Delayed bed cleaning and preparation slowed patient admission. Improvements included standardizing the triage process, scheduling additional staff during peak times, and introducing a fast-track system for minor cases. The hospital also digitized bed turnover tracking to ensure faster transitions. Within a year, the average ER wait time dropped to 45 minutes, and patient retention improved by 20%. Despite the success, the initiative highlighted the importance of stakeholder buy-in. Some staff initially resisted the changes, citing increased workload and lack of training. Note: Triage is a process of sorting patients into categories based on the severity of their injuries or medical conditions. The goal of triage is to determine the order in which patients should be treated and monitored. Questions: () How did Quality-Care Hospital address its operational challenges? (3 marks) As a Manager in that situation, What would you have done to prevent such issues? (4 marks) If you are a manager at the hospital, what lessons can be learnt about overcoming resistance to change in healthcare operations? (3marks)	10
2	Define the term “QUALITY” (for a product or a service). What is the significance of Quality Management? What do you think are the barriers to implementing TQM in Indian companies/institutions?	10
3	Why do organizations aim for 6 Sigma processes? Explain the DMAIC approach.	10
4	Discuss any 2 Tools of Lean Management. Explain how a Cause and Effect Diagram works as a tool for Quality improvement	10
5	Explain the Cost of Quality and why it important for managers Why do companies use Benchmarking as an Operational excellence tool?	10
6	What is Statistical Process Control? How does it help the Managers? What are the 2 types of Variation?	10
7	What is the new world of work after doing Business Process ReEngineering. ? How is it different from the traditional way of working?	10