david isaacs

7/27/2019 David Isaacs

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David Isaacs - MAN4504 – 06.02.2013

1. Why is it important for Arnold Palmer Hospital to get a patient’s assessment

of health care quality? Does the patient have the expertise to judge the health care

she receives?

For every company, that sells services or products, is very important to receive an

evaluation from the customers, because the customer provides what companies

look for the most: profits. A satisfied customer is someone who will buy your

product or service again, and a satisfied customer recommends us to another

potential customers. This is why customer’s assessment is really important.

Obviously, the patient in the Arnold Palmer Hospital is who really uses the services

provided by the hospital, and this is the person that can give us the perception of

his/her experience during his/her stay in the hospital, and how she/he would feel

during this experience. He/she is the only person that can express his/her

satisfaction or his/her dissatisfaction.

2. How would you build a culture of quality in an organization, such as Arnold

Palmer Hospital?

As we could see in the video, services like hospitals need to improve their quality

by giving the customers the best experience during his/her stay. This is why it is

very important to give the better training to the employees, oriented to customer’s

satisfaction. Customers’ satisfaction must be promoted from senior executives to

all the employees, by giving the customers a tangible service, providing the better



process in every area, meeting their expectations, and handling properly every

problem.

3. What techniques does Arnold Palmer Hospital practice in its drive for quality

and continuous improvement?

Benchmarking is the main technique that Arnold Palmer Hospital uses as a drive

for quality and continuous improvement. The executive dashboard measurements

that this technique uses include are:

- Check sheets- Scatter diagrams

- Cause and effect diagram

- Pareto charts

- Flowcharts.

- Histograms

- Statistical process control

In what ways could the Ritz-Carlton monitor its success in achieving quality?

Ritz-Carlton Monitor its success in achieving quality through customer letters and

surveys, employee’s reports, and financial performance measures

Why might it cost the Ritz-Carlton less to “do things right” the first time?

When doing things bad the first time, this will cost customers to the hotel, and by

doing things right the first time, this effort provides the needed experience in the

job, especially for the new employees.



What are some nonfinancial measures of customer satisfaction that might be used

by the Ritz-Carlton?

As I said before, customers surveys and letters, and employees reports. Besides,

the increasing amount of customers arriving to the hotel.

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