Name: Jenny Rose S.
Espadilla & Lanz Russel Ng Hua
Quality Case 1: Service at the Excellent Hotel
QUESTIONS:
1.In what particular quality level does the problem of Mr. Brey Ong occurred? Explain.
Many hotels go above and beyond to satisfy guests and deliver high-quality services.
Additionally, hotels that have a driving force behind them to avoid and eliminate issues
have a better chance of keeping their customers and maintaining an outstanding image.
Thus, hoteliers must be ready and train their staff to remain alert in case problems arise. In
this case, the particular quality level that the problem of Mr. Brey Ong occurred is in the
process level and individual (staff) level, in which the problem is mainly about the quality
service of the hotel. According to the case, Mr. Ong concerns is that they waited 20 to 30
minutes for their turn since it took some time to process all the guest since there was only
two desk clerk is on duty when the passenger from airport shuttle arrived a little before 11
pm and apparently, one of the front desk was going off duty at 11 pm. And when they need
staff to help them in their luggage, no one is available. The problem is, the hotel is lacking
on man power, facing skilled labor shortage and staff's irregular working hours.
Furthermore, due to lack of skilled staff, the process and flow of the hotel also messed up
and quality service didn't met.
2.How should quality be defined in a hospitality industry like a hotel? How would you
assess the quality of Excellent Hotel? Describe briefly.
We are all aware that if you give a quality service to your customer, you will achieve a
higher customer satisfaction level in hotel business and other sectors. Quality should be
defined in a hospitality industry like a hotel as the degree to which a hotel can fulfill their
customer requirements or expectation. In this case, excellent hotel didn't have quality
service since they didn't meet or exceed customer requirement or expectation. To ensure
that everyone complies with the service quality norms and standards, hotel management
should develop the appropriate standards, support them with the required resources and
facilities, and eliminate gaps in cooperation with the staff.
3. What proposals should Gilda Serra recommend to the general manager considering the
complaint of Mr. Ong? Discuss.
• Work in hotel management has never been easy and effortless. Thus, the purpose of the
industry is to keep customers happy, but customer happiness isn't sufficient. So as a
general manager, it is their job to give quality service to customers.
The proposals that Gilda Serra should recommend to the general manager to improve the
process and quality of service considering the complaint of Mr. Ong are:
• Reliability which means improving the hotel's ability to give services on time and
accurately.
• Responsiveness which means employee's desire to help and serve customers willingly.
• To have empathy which means to give attention and care to each customer.
• To improve the appearance of hotel facilities.
• To have enough manpower or staff.
CONCLUSION In order to have more accurate and trustworthy management, the general
manager should have a positive attitude toward management as well as staff members.
Therefore, the most effective thing for the general manager to do would be to organize a
seminar involving employee training. As a outcome, their employee will be allowed to
identify the aspects they need to improve on or learn more understanding on the skill they
own that has to be strengthened.
Quality Case 2: A Hospitals Billing Adds to the Lost of a Daughter
QUESTIONS:
1. Is Kabuhayan Medical Center at fault in implementing the billing rules of the hospital? Is
there quality in the service of this hospital? Defend your answer.
No in a sense that the hospital had been holding the patient body for almost three days in
stark violation of the law, Republic Act No. 9439, which states that no hospital or medical
clinic can detain a patient on grounds of non-payment of hospital bills and medical
expenses. But in the sense of noblesse oblige, a concept that requires privileged persons
and institutions to exercise social responsibility to the poor, especially in this instance, the
hospital's indigent customers, and their experience is a violation of their human rights.
There is no quality service given by the hospital. Especially when the hospital wanted to
make money on their huge indebtedness by slapping a 24 percent interest for any balance
and even refuse to release a clinical abstract, preventing the parent to use it in seeking
financial assistance from the Philippine Charity Sweepstakes Office in the payment of a
huge hospital bill.
2. Has the parent decided wrongly in placing his daughter in a private hospital like
Kabuhayan Medical Center? Explain your side. There is nothing wrong placing his patient in
a private hospital. Most probably, it's because of services and the ease associated with
them. You don't have to run from one block to another to complete formalities, no standing
up in endless queues for getting your patients registered. One doesn't need to wait very
long for surgery/procedures or mere investigations which saves a lot of precious time. Very
often we get to hear that government hospital staff is non-cooperative or rude, which is
generally not the case with private hospitals. And with most people opting for health policy,
everyone wants and gets the best of facilities and comfort. But everything carries a price
tag. Nothing comes for free in this world. The only problem is that we all know that in
Private Health Care More flexibility more money: The level of flexibility you choose for
hospital privatization services determine the money to pay. The more flexibility, the more
money you pay. Therefore, be careful when choosing the indemnity health insurance.
3. Make an assessment of the service quality of Kabuhayan Medical Center in terms of
tangibles, reliability, responsiveness assurance and empathy. Quality is considered a key
factor in differentiation and excellence of services and is a potential source of sustainable
competitive advantage so that its understanding, measurement, and improvement are
important challenges for all health services organizations. There is no question in terms of
tangibles service of the hospital since we all know that it's a private hospital and we
expected having Neat and well-dressed personnel, Clean and comfortable environment of
the hospital, Modern and up-to-date equipment, Visually appeal of physical facilities. Low
perception and expectation in terms of empathy dimension because of a weak relationship
between the hospital staff with patients and need to improve behavior and communication
between personnel and patients. Reliability/responsiveness dimension, focusing on the
process of care, still requires more attention to meet the patients' expectations regarding
this aspect of quality like in willingness of personnel to help patients, feeling safety and
security in interaction with personnel, and most importantly sincere interest of personnel
in solving patients' problems. Hospitals must design a scheduling system of service
provision and be bound to it.
4. What are your suggestions in making Kabuhayan Medical Center a quality hospital to
prevent this type of billing problem to happen. When it comes to fighting medical bills,
consumers are at a disadvantage because regulatory oversight of health plans is spread
among federal and state agencies. A few states have passed laws that limit surprise fees
and ban out-of-network providers from charging you the difference between their fees and
the reimbursement amount most states don't have those protections. As a result,
consumers are often confused about their options and don't know where to go for help.
There are things you can do to help patients, with and without insurance, who can't afford
to pay for their care.
1. Have the Money Conversation Discussing costs and options can lead to cost savings for
patients without lessening the quality of care. The problem is that physicians aren't trained
to discuss financial matters with patients and often feel it's inappropriate to bring up
money during a patient visit. However, the fact is that full disclosure of costs encourages
patients to plan ahead and pay more promptly. The more informed the patient is about the
approximation of their fees, the more likely they are to pay. A good way to start the money
conversation is by asking a few questions on the patient intake form. Ask patients to let you
know about any concerns with costs or if they are experiencing difficulty paying past
medical bills, Then, follow up in the exam room. Your goal should be to bring patients into
the decision-making process. For example, something as simple as prescribing a 90-day
supply of medicine can help reduce out-of-pocket costs for medications. You could also
talk with patients about scheduling expensive tests later in the year when their annual
deductibles are more likely to have been met.
2. Be Empathetic to Patient Concerns With patients increasingly responsible for more of
their own health costs, finding appropriate and affordable care is more important than
ever.
3. Offer a Payment Plan Another option is to allow patients to pay a portion of their fees
now and add the balance to a tab they can pay down over time or when their financial
situation changes. Set up credit card on file and have the patient sign an agreement for a
regular monthly charge to pay toward their debt.
4. Create a Sliding Fee Scale One way you can offer a financial break to both low income
and self-pay patients is to create a sliding fee schedule. Basically, this type of fee schedule
provides a discount based on a family's Income in comparison to the Federal Poverty
Guidelines.
5. Accept What They Can Offer There will be times that patients have the best of intentions
to pay yet are simply unable to do so due to financial difficulties. Having a frank
conversation with the patient about what they are able to pay can help you still receive at
least a partial payment for your services while giving the patient the care they need.
6. Refer Them or Help Them Find Assistance If you and your patient can't agree on a fee or
you have already maxed the number of low-cost clients you can afford-send them to a
local community hospital or clinic. Many offer low-cost or no-cost care to patients with
proven financial needs. You can also help your patients afford the cost of their medical
care by helping them find the assistance they need. There are many organizations, both
federal and private that provide assistance for medical and pharmaceutical intervention.
Case Study 4: Orientation Misfortune in a Prestigious University
QUESTIONS:
1. How will you assess the outcome and the disorderly process in the admission of this
prestigious university?
The disorderly admission process to such a university can cause a student to be
disappointed and may also give the school a wrong impression. The university should
ensure that the responsibilities and requirements involved in the admission process for the
students, parents, faculty, and staff have specific duties to help the process run smoothly.
The university's role is to guide, advise, ask questions, listen, inform, and consider a
student's interests, needs, and abilities during decision-making.
2. If you are part of university management, how will you resolve the problem using Kaizen?
Kaizen is a Japanese word that means change for the better or continuous improvement.
The most crucial feature of Kaizen is that it works to increase progress continuously. If I
were a part of the university's management, the first thing to do is to address the issues
focused on student affairs management and human resource management practices. The
university should re-evaluate its faculty and staff to change work practices and
responsibilities. Valuing the students' satisfaction enables the university to improve and
strive continuously.
3. How will you help the university standardize its admission process in order for this story
not to happen again? Use Suggestion.
The admission procedure at the university will be the significant target because this is the
biggest issue identified in the case, which is a job for the university's admissions
department. To make the admissions process smoother, the first step for the admission
process is for the university to have a medium or website on which the students can check
their application status and whether their application has been submitted successfully or
not, along with the supporting documents that are needed at the time of application. If the
information provided by the students during the form fill-up has some faults, the university
should at least send them a message and have it reflected on the website to clarify their
details within a specific date; otherwise, their candidature will be rejected. The payment
procedure is the most vital portion. Suppose a student has applied for financial support or
scholarship that the institution must appropriately assure. It should also be clarified if they
still need to apply for the scholarship. If they can not pay the fees within the time, they
must grant some more time, and within the period, they must be allowed to take their
classes.
4. What particular situation you encountered the same story in your university? What did
you do then?
I have yet to encounter a circumstance that is similar to the case. There weren't many
problems throughout the process of applying for my course, and everything went
smoothly. But knowing myself, if I had ever been in the same position, I would have
become distraught before thinking of the most rational decision. But rather than just
overthinking things and overwhelming myself with something I couldn't answer on my own,
the most logical thing to do is to visit the university personally, ask questions, and clear up
anything that needs clarification.
