Operations, Quality and Risk ManagementASSESSMENT Individual Assignment (Case Study) ASSESSMENT CONDITIONS This assessment needs to be completed individually. This case study is a good starting point to develop Operations Management knowledge and capability with respect to Quality and Risk Management. Candidates are reminded that the work they submit should be their own work. It should NOT be copied from any other student(s)/textbook(s), nor downloaded from the internet. We takes very seriously any breaches of the college’s rules about copying, or plagiarism. The consequences of engaging in such activity may result in the ending of your studies with the college. Further, a simple restatement of theory will be insufficient to gain a pass level mark. This is because diploma level study requires more than just simple recall of theory. Instead it requires an analytical and a practical approach. LEARNING OUTCOMES ASSESSED This assessment covers the following learning outcomes (LOs) of the course as part of graduate profile outcome(s): LO2: Apply operations, risk and quality management techniques to strategically planned entity operations. LO3: Analyse, appraise and recommend solutions to complex operational issues and risks The LOs are assessed by the questions posed in this assignment. INSTRUCTIONS TO STUDENTS • This is a homework assignment. Any sources used should be appropriately referenced using APA style. • Ensure your full name and student ID number appear at the top of every assessment page. • Note the due date and time and submit your work by that deadline (10% of your marks will be deducted for each working day that you are late). • The assignment is also assessed based on English writing skills, proper formatting, and proper APA referencing used to prepare the assignment. Failure to reference, or poor referencing will result in the accusation of plagiarism. Such a failure can lead to receive no marks. • Additional self-directed learning and research will be required. SUBMISSION OF WRITTEN ASSESSMENTS • MS Word format using black and white color, with the main text in 12 point Arial. • Save the file as Your Name_ID#_OQRM T1-2017. • Must be typed using 2-line spacing. • On A4 size paper, in either portrait or landscape format. • Word limit is 2500. 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 (Q1 assesses LO2) (10 Marks) 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. (Q2 assesses LO2) (10 Marks) 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. (Q3 assesses LO2) (10 Marks) 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. (Q4 assesses LO3) (10 Marks)
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