CASE STUDY – GREEN CROSS HEALTH Summary: Green Cross Health is a provider of primary health care services and publicly listed on the New Zealand Stock Exchange (NZX : GXH). Providing support to 350 Life and Unichem Pharmacies throughout New Zealand, Green Cross Health also has a Medical Division and a Community Health Services Division. The Medical Division provides complete family healthcare services through GP and accident and medical centres, with most operating under The Doctors brand. There are 45 practices throughout New Zealand. The Green Cross Health Community Health Division provides home health care to around 21,000 people through Access Community Health. Sources: · Company Reports – Green Cross Health. Available at: www.greencrosshealth.co.nz/reports [accessed on March 14, 2017] · Green Cross Health. Retrieved from www.greencrosshealth.co.nz/ [accessed on March 2, 2017]) · Edwin Mitson, Business Desk@ New Zealand Herald, published on 29 Nov 2016 · Pharmacybrands Limited Ordinary Shares “FINDATA. Retrieved 4 September 2012. CASE STUDY QUESTIONS Read and succinctly analyse the Annual Report 2016. In order to complete your analysis, you also need to read Annual Reports 2014 and 2015 and compare them with 2016. 1. Do a gap analysis on Green Cross Health (at the corporate level) and discuss how its management is effectively managing the performance of 350 pharmacies and 39 medical centres in the following areas: a. Process Management b. Staff Training c. Managing and Measuring Quality d. Customer/Patient Focus 2. Select one of the three divisions and identify at least four TQM practices in that division and discuss their relationship to GCH strategic objectives. 3. Create a process map for the selected division, then identify and analyse the quality measures used in each step of the process in relation to the objectives set for that division. 4. Based on your answers to questions 1 to 3 and by using a Lean Six Sigma tool develop a framework which will lead GCH to improve the Customer/Patient Focus in the selected division.
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