3+Earl's

= **TOP Down** =

In this hospital, you want to improve 10.000RM monthly income is not impossible. There are several factors that can accomplish this goal. The first is to increase the efficiency of the hospital, in this hospital must have a good CRM system for feedback, and hospitals and customer communication. So the hospital can improve its own defects and improve their efficiency. Because each line up to wait for a very long time delays lead to many customers disease, so the loss of a large number of tourists. Therefore, full use of CRM management systems to quickly correct the distribution of revenue is a success factor. The second key factor is the supply chain management system (SCM), improve cost control is a factor to increase revenue, reduce expenses is a way, but the hospital should be to ensure the quality of drug products under the premise of. Supply chain wide benefits system set significance, planning, execution, control, and landscaping with a long value, supply and demand simultaneously. Thus, a combination of these IS, the hospital will be able to live effectively achieve this goal. Implement 100% fully functional translation service by the end of year 2012, the reason is because the development of this goal, Malaysia's foreign population is now more and more students are constantly growing. Language problem has become a very troublesome problem, not all foreign workers will be in English and Malay. In particular illnesses are not familiar with this difficult language to express clearly, so it developed into a very important goal. Factors need to complete this goal is to have a translation system. The need to find a suitable developer and the corresponding software system can be carried out, so can the customer can fully express their meaning and problems, also can be achieved growth in turnover and increase customer these goals. For this goal can be used to achieve translation system.

Within two years in a 10% increase in customers. Want to accomplish this goal requires several factors. First, there is a complete Pricing System, the price adjustment. For the price of this hospital more expensive than other hospitals .For foreign workers who cannot have local preferential policies, the students themselves have a medical card will have a little help, but the price of a doctor or generally high, so most people will choose a small clinic for treatment. Pricing System is managed by the market research budget and the cost of an economy system. In this goal still need to improve the CRM system, with good feedback, which will improve progress. So online CRM system can be the good investigated. Customer satisfaction, customer rates will rise. And the market system is a complete survey of the target factor, the same for the customer to carry out, but also at other hospitals for investigation. It can improve the hospital's own system, thereby increasing customer rates.

= **Bottom Up** = = =
 * High Value + Low Quality = Upgrade **

The phone Call System in Sunway Medical Center is similar like a call center. It aimed to provide phone call service for the customers. For example, it can provide communication between patients and doctor for making appointments. Actually it used in a high frequency but the system still have some places to upgrade. In the current system patient just need make phone call to the hospital can make or ensure appointments with the doctor.
 * Phone Call System **

However, there still exist some functions need upgrade. The current phone call system staff which in the make appointment part just record patient’s basic information. The system can record the patient’s details information and the related phone call staffs  can advise patients to do some necessary check in the phone call before the patient come to see the doctor.

For example, to the fractured patients the phone call staff can advise them do the X-ray first based on the patient case details and then come to see the doctor with X-ray. About the current emergence dispatch system in Sunway Medical Center is used for providing emergence ambulance to the patients. The main function of this Emergence Dispatch System is controlling and distributing tasks to the drivers. However, there will be always traffic jam. So as Sunway Medical Center better provide the current traffic information to the driver and they can choice a fast way. Besides, with GPS can guide driver a correct and fast way for working.
 * Emergence dispatch system **

The Inventory system is used to store medicine and necessary facilities in the Sunway Medical Center. To this system there still have some functions need upgrade. For example, RFID technology with RFID tags and RFIS reader can provide Sunway Medical Center a faster way for identifying to the inventory system.
 * Inventory System **

RFID stands for Radio Frequency Identification Technology. It’s a kind of technology which is normally implemented in the inventory aspect or in the tacking system. it can also help staff to simplify the work like assigning tags according to accepted jobs, tracking and billing of parcels. In this way, the human mistake will be reduced to the lowest level. The errors like miss tracking won’t happen again. So, it brings much of the convenience at the operation part sot that can avoid the unnecessary cost. It considered as the high payoff in this situation.


 * High Value + High Quality = Ace Area **

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Customer Management System is similar like CRM (Customer Relationship Management) system. It aims to manage the customer relationship with the company. The related database stored customer details information and it has a big development space for Sunway Medical Center.
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Customer Management System **

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">The customer management system need connected to the other related system. It can bring much of the convenience at the operation part. But there are still has some way to make the customer management system more perfect.

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Actually the customers can classify to three types, VIP customers, main customers and original customers. To different type of customers have different services in the customer management system. This will be improving the customer’s loyalty.

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Employee management system used to manage the internal staffs. It is already exist in the Sunway Medical Center. In the current employee management system have the basic management functions such as add new employee, dismiss employee, etc. However, there is still has some way to improve the current system. <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">More employee details should be recorded in the system such as the employee’s career, working experience. This will provide more comprehensive employee information in the system. For the administrator can easily find out the employee’s status and contribution. This way can help company send bonus more fairly.
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Employee Management System **


 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">High Quality + Low Value = Do we need it? **

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Account System used to record and settlement of accounts for patients. There are two kinds of payments such as pay cash and use credit card for payment. If the patients pay the fees in the same place would be complex work for the internal employee. So to the company should be separate this two payment at different places. This aims to improving staff’s working efficiency and to the patient’s payment more convenience.
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Account System **

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Payroll system is used for the internal hospital. It aims to calculate the staff salary in a correct way and provide related recording report. <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Actually different position staff has different salary. So the system need classify the employee to different levels based on their position. In this way can improve the working efficiency and reduce the working errors.
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Payroll System **


 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Low Value + Low Quality = Get Rid **

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Feedback system is setup for customers in the Sunway Medical Center. All customers can submit their complaints, feedback and suggestions via this system. The using frequency is low. To the patients, Sunway Medical Center provides paper cards for recording the feedback. This must cost human power for recording and may be has input errors.
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px;">Feedback System **

<span style="font-family: 'Times New Roman','serif'; font-size: 16px;">The online feedback service is too simple for the customers. The feedback web page can be designed more friendly and add more details choice for the patients based on the feedback card. Better online service will improve customer’s satisfaction and with internet help can improve company reputation.