Earl's+Inside+Out+Approach

Earl’s Inside Out

To out compete their rivals, businesses capabilities or resources that their rivals cannot. It is, however, hard for them to develop these resources unless they already have some realized or potential edge. The first step lies in discovering the competencies that underlie that edge.
 * ‘Discovering’ Competencies**

Differences between Sunway Hospital and their rivals What kind of patients are more likely to choose this hospital and what do they value the most What kind of resources does the hospital has?

BRAINSTORMING APPROACH


 * PROBLEMS || SOLUTIONS TO BE DONE ||
 * **Current low medical interest ** || # Improving the quality of service provided to customers i.e. hospital patients

2. Hiring better and experienced nursing staff

3. Innovating services like house calls, monitoring devices

4. Increase non medical staff/ manpower e.g. more customer services representatives, receptionists, drivers, accountants to improve hospital operations

5. Reduce  unnecessary costs like unnecessary hospitalizations and the length of customer stay in the hospital

6. Enhancing relationship with employees and medical staff so as to give them morale to work harder to achieve better interests. ||
 * **Constant number of customers for the past five years ** || 1.Regulating prices and encouraging other methods of payment

2.Conduct survey to find out their needs, and determine things to do to satisfy their customers

3.Improve feedback mechanisms to get the customers opinions and views

4.Targeting new markets such as Vietnam, Cambodia, Thailand and Middle East as they have already won the Indonesian and Singapore markets

5. Maintaining relationship with patients to encourage repetitive business ||
 * **Failure to expand internationally ** || 1.Building and nurturing loyal relationships with foreign patients.

2.Seeking international accreditation so as to gain international status credibility, to get patients from other parts of the world e.g. Africa.

3. Foreign Doctor Exchange programs

4. ||

=**The 5 Why Technique?**=


 * Rationale:**

For every effect there is a cause.The 5 whys technique provide a challenge of monitoring and evaluating problems within the organization,examining inputs to activities, outputs, outcome, and impact. In most causes, when a problem appears, the top management always find reasons to blame others or external events while the causes could be from within the organization.Using this approach, the root causes of problems facing Sunway Hospital will be identified and from there, Information system initiatives will be derived.

costs such as food, cleaning costs, and paper costs || Patient overstay in the hospital, they tend to stay longer than required while awaiting alternate levels of care or housing. || Those patients are supposed to transfer to nursing homes, or to their own homes where they can manage with the help of visiting nurses or attendants. But nursing homes and home-care services are in short supply, so the transfers are delayed until the patients can be accommodated. || The current protocol and the extra paperwork and slow flow information between doctors and nurses ||
 * PROBLEM ANALYSIS || 1st WHY || 2nd WHY || 3rd WHY || 4th WHY || 5th WHY ||
 * **Current low medical interests** || Low profit returns and the low rate of investment. || Increasing operation costs and like ward
 * **Constant number of customers for the past five years ** || Inefficient customer service || Some patients are not satisfied and are unable to give feedback and the time wasted in tracking paperwork. || Even though the hospital has acknowledge the benefits of implementing IT, not all systems are automated and some of the procedures are still using the manual system. ||  ||   ||
 * **Failure to expand internationally ** || Failure to get loyal foreign customers, the hospital has failed to attract patients from outside the country and also failed to build loyal relationships with them. || This is because most of the foreign customers are unhappy with some of the hospital practices. || This is because foreign customers fail to understand the local language (Bahasa Malay) || There is miscommunication between the hospital and patients and that is why they fail to express themselves and their illness to the doctors and staff in general. || The miscommunication is caused by lack of in-house enough multilingual doctors, nurses and staff. This is because the hospital has been hiring many Malay speaking staff without considering the fact they should add more English competent staff as the number of foreigners in Malaysia is increasing rapidly. ||

Design Approach Example of Fishbone ( Cause and Effect) Diagram for the hospital

Analysis After carrying out the brainstorming approach, the following systems are strongly recommended to be implemented in the hospital in order to assist business to work effectively and create strong differentiation among the other medical services providers in Malaysia.

New Systems CRM system Translation system Feedback System Outpatient management system Employee management system Health Monitoring system Medical Delivery Systems

Upgrading current systems Electronic medical record system