operation and supply chain management

Anonymous

Question Description

This assignment is based on the case Herzog Hospital. Review the attached Word document with your homework assignment for this module. Complete the homework by typing your response in the Word document and uploading it to this assignment. Also post your Excel spreadsheet with all supporting work. I attached example solution.

I attahced 4 files

1- case Herzog Hospital

2- Herzog Exhibit-1 Supplement Excel

3- the question

4- example of another case with official answer

Unformatted Attachment Preview

This spreadsheet exhibit relates to the case Analyzing Low Patient Satisfaction at Herzog Memorial Hospital, Case #KEL740. ©2013 by the Kellogg School of Management at Northwestern University. This case was prepared by Professor Jack Boepple. Cases are developed solely as the basis for class discussion. Cases are not intended to serve as endorsements, sources of primary data, or illustrations of effective or ineffective management. To order copies or request permission to reproduce materials, call 800-545-7685 (or 617-783-7600 outside the United States or Canada) or e-mail custserv@hbsp.harvard.edu. No part of this publication may be reproduced, stored in a retrieval system, used in a spreadsheet, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the permission of Kellogg Case Publishing. 20190323222317herzog_exhibit_1_supplement.xlsx A 1 Count 2 3 4 17 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 20 28 29 Positive 476086234 342747258 500289793 486887628 165209900 28530725 541354739 456236712 364421199 392976374 25420550 193820570 331555897 29090316 262778512 374928641 372654121 Negative 287441622 339134899 453522917 69687680 208802353 68934970 411010608 287062261 30 31 32 33 34 324470985 353364750 284922626 582386269 262977275 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 B Case Admissions 218502208 542521928 1 17 535414776 573238009 198476622 514708001 523303661 Mixed 353323371 Neutral 38844469 76509008 335931659 548934415 236498832 C Comment Both stays admission was fast & thoughtful. Efficient & very attentive. Nothing wrong. No complaints. Good job. Fast & kind. Everyone was very helpful. Very good. Take in by ambulance to ER. ER terrific. ER admit very good and quick! Good. Fast & courteous. I really like the process of handing pt's & info to the next shift nurse (giving report) in front of the patient. It confirms information that may be missed that either nurses forgot to tell pts or if pts have info that nurses don't. Top notch. Asked for private room & was given one. *Diana McMahon was MOST gracious. Great - Service, quick, responsive. #2. Excellent. 9 hours in emergency room! Had to wait 5 hours in emergency after being told I was being admitted. 7 hours in E/R too much time. Rude volunteer at reception desk for the ER. Too long of time period from ER to room. Should have info on patient before. Admit through ER - Long wait, poor coordination between ER/floor. Long wait on floor, after arrival. No continuity. I had internal bleeding and there was no urgency to admit me. Was in room 5 days before anybody told me there was a medicine cabinet for each bed. #1. 8 hrs. in emergency room. Waited for hours in ER for a room to be assigned. Got to emergency at 10 p.m. In room at 1 a.m. Nurse said stapling was poor. Had to wait a long time in ER waiting for room. 2 girls who took me to my room were busy talking & the pole with the IV bags slammed into the door. Almost pulled my catheter out. Very painful. Emergency room always a very long wait 3 hrs.+!! I told them several times that I had a draining open wound - and knew they would put me in a private but no one listened & I had to wait 90 minutes for them to clean a room. The ER doctors were very slow in caring for me. It was extremely noisy in the halls. I could have been assigned a room a little faster. Took several hours to finally get a room assigned. It was around midnight when we got there Were pushing for transfer to Boulder. 1st told it was happening then nothing. #1. Took 5 hours to be admitted. Emergency room always takes long but you get excellent care. I was not awake when I was admitted. Emergency stroke patient. ER admit. Don't remember much because I blacked out. Seemed fine though. Went to ER - sat there for about 45 minutes between getting registered and getting seen. 50 Page 2 of 31 20190323222317herzog_exhibit_1_supplement.xlsx A 1 Count 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 16 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 75 B Case 199199907 112636063 309295200 417225745 102721480 404548450 136403571 45471992 250398328 505565324 194170032 2490885 C Comment Ambulance. Came via ambulance. Admitted through ER - No official admitting person. Came in ambulance. No memory of admittance. Came by ambulance to ER. Came through ER. Came in thru ER ran tests then admitted. #2. ER desk. Came in through the ER. Brought in an ambulance - no memory of it. Entered through emergency. #1. ER. Room Positive 476086234 87151012 487222957 403393492 552983012 486887628 165209900 79024559 412108792 287062261 224519047 284922626 45471992 25420550 528834722 372321442 Negative 164486407 85 76509008 Cleaning staff was the best. No bad experience. Very good. #5. Quiet. Was impressed at how everyone used the hand sanitizers all the time. No complaints. I liked my room just fine 3-E *Virginia always asked if I needed anything from her. Always a smile. *Virginia cleaned my room - very nice lady - helpful. Cleaning people very polite and helpful. A very good experience. Shared room - but OK didn't watch TV but other patient did Housekeeping person was excellent. Good. All good. Room was small & tight. Sharing a room with another patient when ill is very uncomfortable, when ill I like to be alone. #5. Privacy can be a problem when sharing a room. I had noisy patient in the next bed. He was hard of hearing consequently talked very loud. 86 339134899 342747258 387948183 65221921 Bathroom not clean at first; no bed in room when brought there. Roommate needed dialysis which was done from 11 p.m. to 3 a.m. when staff came in for him all night long, lights on, loud talk, etc. 1 chair in the room for visitors - 2 bed room. Night stand with telephone - couldn't reach it from bed. I felt like this room was reserve for Medicare patients. Spider on ceiling, fly on window dirt on floor Too much noise in the hallways at night with patients being transferred to rooms and you could hear a lot of noise. #4. - Stat is behind curtain - room cold. Became very noisy prior to day shift especially one clinical tech who was very loud. I told her several times I was not hard of hearing. Sometimes drafty. I was cold at night. Lady in other bed was very noisy & loud with constant company & kept light on all night. 332030901 436937038 Bathroom sink did not drain properly. I did not want to use. Couldn't stay asleep due to buzzer, bells etc., in caring for roommate. 87 371995139 88 89 90 91 92 93 94 95 96 97 453522917 282079419 236498832 84068917 Page 3 of 31 20190323222317herzog_exhibit_1_supplement.xlsx A 1 Count 98 99 100 101 102 103 104 105 B Case 22007409 171297788 326152310 116917334 114028945 277650849 500289793 524912596 324336886 106 296890121 107 108 109 110 111 112 113 114 115 116 493619702 410237925 28530725 143656662 405727912 460914859 203318790 213105834 490422533 330635653 117 309295200 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 291665596 68934970 245712747 560376267 577808623 541354739 35767674 392262191 391473102 233414049 204042892 102721480 260254658 214328563 130506388 392976374 165670684 82671460 542521928 330823991 336661568 C Comment All night it was loud. Room wasn't cleaned as often as it could have been. Roommate very loud & thoughtless. The sheets in both the ER & on the cardiac wing were dirty - old blood stains & yellowed goop/snot-like substance. Unacceptable. Updates are needed on the 3rd floor, very dated, ran down rooms. The nurses rarely remembered to close my door and it was noisy. Room seemed warm. Constant screaming from patient in the room next to me. No room for family & I felt claustrophobic because having the bed by the wall was not pleasant. Open door next to nurses station all night even after asked to close. Shared room w/waterfall. NO sleep all night. I was always a little cold. I would have preferred a separate room, the room I was in looked old, stains in bathroom, not well kept. Bathroom never cleaned very dirty & fixtures were broken - on. Room mate visitors loud. New trays are too big for room. The patient in next room yelled for nurses all day & night. #5. Hammering - Remodeling room next to mine (terrible). Noise never stopped. Didn't like yellow stain in toilet. Smell of well water didn't like washing in it turn off! ICU was VERY cold other ICU patients were noisy. Took 4-5 days to get heat fixed. I was put in a room with a person who had pneumonia and I have a compromised immune system, not a good idea. Two nights with roommates not good. One asking for morphine all night, other gravely ill. Room to hot & dry (roommate always cold). I had an intestinal flu with bathroom assist. No one ever cleaned, after I used toilet/sink for me or roommate. Very noisy outside room especially at night. Room was too small for two beds & furniture. #4. Cold - Cold. #5. *Leo was very noisy TV & lights all night. Lots of noises at night. Room is looking unkept & outdated. Lots of night noise, laughing, talking, general noise. One poor professional nurse performance issue regarding medical pump... Roommate was awful. 2 beds to a room can't talk or move! #1. On floor not ER. #2. Floor very dirty. #3. Didn't speak. #4. Always hot or cold never comfortable. #5. Always (almost) loud conversation outside door way - one night and most of next day a patient crying and moaning. Another room had loud talking and laughing of visitors 2 days in a row. Laughing doesn't sound or feel good when you don't feel good at all. Had roommate with seizures. Too many nurses - All say some thing different - Contradict each other. Cold. I expected the rooms to be much better shape and decor. Very noisy! Brown water in room sink!! Wow. Room decor did not appear to be Adeline Herzog Memorial Hospital, more like a scam. Yelling patient on same floor - had to always ask to keep my door closed. Oxygen alarms were going off all night. #4. Much too hot - difficulty breathing! #5. Other people were SO LOUD! Page 4 of 31 20190323222317herzog_exhibit_1_supplement.xlsx 1 A Count 140 141 142 143 144 145 146 147 148 489375871 3747735 359495181 595171245 253660137 545617014 500264464 3742217 98741360 149 150 151 152 153 154 155 156 157 158 159 160 B Case 2088081 346722441 2490885 106291641 319101147 367485041 553245669 446700658 514708001 6 161 162 274775593 523303661 Mixed 548934415 552953088 136403571 163 164 573238009 331555897 165 580807543 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 7 Neutral 112636063 63665978 329537673 404548450 203120390 446568706 136118661 C Comment Other pat.'s visitor stayed 12 - 7-8 p.m. and talk TV on in loud. Not suitable get a rest or sleep for other patient. Noise outside room. 1st night very noisy. Roommate kept room very cold, was noisy had a lot of... care. Room was too warm at night. Lights on & working with other patient every 2-3 hrs. My roommate was very loud and had the TV on loud it was hard to rest. #5. Noisy roommate. Across from nursing station & loud at night. I would not recommend the hospital. Water is dirty & yellow. Could not take a shower or brush my teeth. Roommate very loud & disruptive. Idiot in bed beside should have been isolated. Had a couple fire drills and person in bed next to mine had fans going constantly. My roommate was very disruptive. Had a roommate who was non confirmative. #4. (Cold.) Room too warm. Room mate was a pest. Like Denver Health Medical Center & Boulder have private rooms. Room mate had TV on 24/7. It's hard having a roommate, especially when they have visitors. Room was not cleaned prior to admittance. A very pleasant room. The only thing negative is that it was a little cold but other than that it was perfect. ICU - Excellent 3rd floor East - Disorganized - Noisy. 1st room lady next to me had mental issues - was running around my room naked, security moved me, was very professional about the whole incident All was good until I got a roommate who's husband stayed all night & they both snored. I had one night I got no sleep b/c I received a roommate @ 2 in the morning. I stated my concern of lack of sleep @ 9 am that day & my roommate transferred out. Nurses were very accommodating! I was very pleased!! Was moved from quiet room with window bed to a dark, noisy room away from window of very ill patient - Very noisy, got not sleep - moved because they wanted a private room for the other patient in my first room because he was a volunteer there and those in charge wanted him to have a private room. The patient did not want it, and was very pleasant - 3 rooms - Emergency, Intensive Care and 2nd floor. Room across from nurses station. People in rehab on floor - 3rd morning at night (every night). Last night they put a LOON in my room. Was by nurses station though. #3. Never did. I needed 3 units of blood - was pretty much oblivious regarding surroundings. I was drugged & unconscious most of my stay (15 days) can't answer most questions. Meals 30 Positive 116639750 548934415 242201796 Best I've ever had in a hospital. Perfectly fine in every thing. No food for 2 days. IV only. After that, everything was great!! Page 5 of 31 20190323222317herzog_exhibit_1_supplement.xlsx A 1 Count 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213 214 215 216 217 B Case 476086234 22007409 172011136 487222957 500289793 165209900 410237925 28530725 405727912 330635653 153023595 412108792 392262191 19985698 204042892 329537673 404548450 214328563 45471992 21 392976374 25420550 193820570 573238009 29090316 106291641 446700658 523303661 Negative 339134899 557992887 342747258 65221921 354770578 114028945 324336886 296890121 218 68934970 219 220 221 222 223 224 225 226 227 228 229 230 541354739 35767674 450608196 391473102 542521928 136173008 346722441 370167019 427012127 448905498 372321442 C Comment Being on cardiac diet food was good & healthy. Food was very good. Better than previous times. Very delicious. Nothing wrong. Good coffee - good food. Food service was very polite and nice about ordering as well. Very good *Carolyn was excellent with diet choices and a wonderful, friendly employee. You have a employee named *Carolyn who is the greatest she will spend time with you to make sure you order food you will eat & enjoy even thou... Food service was exceptionally accommodating. Loved *Carolyn - a very cheerful & caring person! Server was excellent in all respects. Outstanding service. #1-3. The best service. Your gal is very polite & _____. Always came in to see if everything was good Love your food service people. Food was OK. Every nurse and tech on 3 East were amazing - especially *Gwen, *Geraldine & *Anna. Awesome nurses & techs! Great service _____ food personnel. Good. *Carolyn in Food Service is awesome. She took time to explain menu selections. Excellent choices. Really enjoyed the salmon w/mango sauce. (I _____ ices). (Excellent.) I VERY much enjoyed the food and beverages. Super nice people. Good homemade chicken noodle soup. Was given nothing by mouth (including water) for most of my stay due to poor procedure planning. Not enough choices. Sometimes required blankets or heating pads. Too much - didn't like it. You have a procedural gap for delivering to a patient in isolation - requiring wearing a plastic gown. Meals usually lukewarm. Problem in how to order food daily - did not know I had to call it in. Delayed in emergency room for 3 hours 5 p.m.-8 p.m. before room assigned, then kitchen was closed. Not any off 6 different staff asked. I had dehydration/nutritional _____ of what I could eat, poor food quality diminished appetite, ability to eat. Foods wasn't that great. Significant weight loss - Required assistance - Not provided. Scrambled eggs were grey looking leftovers. My breakfast was ordered later so should have been FRESH. Liquid diet very boring Because of being in isolation, my tray would just sit in the hall getting cold. I was in hospital 18 days need to expand entree choices. Limited gluten-free menu. #1. Coffee cold. You do not cater to gluten & dairy free diets. I had only 1 or 2 things to chose from since I was also on cardiac diet. Food was awful - didn't even know what it was - BAD - BAD - BAD!!!! At the end I saw *Dr. Tomczak made me mad. He killed my mom. Hospital food is always bland & NASTY! Page 6 of 31 20190323222317herzog_exhibit_1_supplement.xlsx 1 231 232 233 234 235 236 237 238 239 240 241 242 A Count B Case 514708001 3 Mixed 69687680 102721480 34776128 Neutral 164627858 397046848 350185614 436937038 403393492 143656662 490422533 20 243 244 245 246 247 248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270 271 272 273 274 275 276 277 262882041 411010608 287062261 136403571 203120390 473302271 250398328 58884209 330823991 174707364 277378582 397208080 446568706 C Comment Didn't understand why I couldn't have a banana w/latex allergy. Never got an answer either. Brought up requests though the clerk said closed. Only the beef stroganoff was good. Received an egg omelet that was severely saturated with grease. Otherwise great. #2. Extra _____. Spoke with supervisor about a situation. On IV mostly. #1. N/A NPO except for CL last day. I like HOT food - not spicy No memory. Patient had poor appetite. Also used to eating small meals prior to hosp. stay - Don't know if that was illness related. #1. When got them. Limited diet - not qualified to rate food. Contacted food manager regarding quality i.e., grilled cheese 2 pieces of bread toasted 3/4 of a piece of cheese (check with food manager. Was not eating until last day was then on clears #2. Liquid diet. "G" tube only. I was not in condition to eat much food. #1. Did not eat on tube. Was not allowed to eat or drink. #1-3. DID NOT EAT. Liquid-diet. Was only on liquid/soft diet. Condition prohibited food for some time - didn't care. Nurses 47 Positive 195865865 339134899 548934415 476086234 512855501 342747258 87151012 165209900 552953088 Awesome bedside care by the nurses and aides. Experience with nurses was positive. I loved the nurses. They were very nice and helpful. My nurses & doctors made my hospital visit enjoyable. *Linda (RN) was excellent along with *Lindsey (tech). Always had a solution, almost always promptly. Drs. were concerned I may have meningitis but the nurses were still as always very helpful & caring. Very caring. Emergency Room - Excellent. Intensive Care - Excellent. 3rd floor excellent. Excellent. Nurses were special. #1-6. Repetitive. Very good. *Mary 26381/*Josephine 26324/Room 307-1, *Heidi/*Robin/*David excellent nurses thank you. They were always pleasant & informative. ICU - Excellent care - Skill nurses. #2, 5. 3rd floor. #4. Bathroom 3rd fl. #6. 3rd floor - Fair. 28530725 405727912 Staff was the best. *Karla RN & *Mary CNA 3rd floor were my favorite. They were caring & friendly & very helpful. 326152310 112636063 487222957 403393492 500289793 405017629 278 Page 7 of 31 20190323222317herzog_exhibit_1_supplement.xlsx A 1 Count 279 280 281 B Case 489049027 412108792 172824760 527604952 282 283 284 285 212438729 456236712 404005776 450608196 286 287 288 289 290 291 292 293 294 295 63665978 19985698 99099970 404548450 136403571 25420550 193820570 330341192 573238009 331555897 296 333643945 297 359495181 298 278264159 299 300 29090316 328719911 301 302 303 304 305 306 307 308 309 310 311 312 194170032 305081552 174553930 370167019 265234166 22 446700658 372654121 Negative 366501484 453522917 22007409 116917334 313 277650849 314 296890121 315 316 317 318 319 320 460914859 208802353 68934970 287062261 35767674 C Comment The nurses were all great! Only great thing about stay. Excellent; *Sue, *Christeenia, *Mary. Techs: Excellent *Brigetta, *Mairsol, *Sandy/can't ...
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Tutor Answer

RodZav
School: Cornell University

Thank you for assigning me this order. It was my pleasure working on your paper.

Running head: PARETO DIAGRAMS

1

Pareto Diagrams
Name
Institutional Affiliation
Date of Submission

PARETO DIAGRAMS

2

1. Create a Pareto diagram of negative comments for all 10 categories. In this diagram, the ten
categories will be on the horizontal axis and the frequencies of negative comments will be on
the vertical axis. (20 pts)
Complaint Type
Room
Visitors and Family
Discharge
Overall Assessment
Tests & Treatment
Nurses
Meals
Admission
Physician
Personal Issues

# of Complaints
75
47
37
28
24
22
21
20
16
15

Cumulative
%

25%
40%
52%
61%
69%
76%
83%
90%
95%
100%

Pareto Chart - : Herzog Memorial HospitalNegative Comments
80
70
60
50
40
30
20
10
0

100%
80%
60%
40%
20%
0%

# of Complaints

Cumulative %

2. Create a Pareto diagram of positive comments for all 10 categories. Again the ten categories
will be on the horizontal axis and the frequencies of positive comments will be on the vertical
axis. (20 pts)

PARETO DIAGRAMS

Complaint Type
Nurses
Meals
Overall
Assessment
Physician
Personal Issues
Tests &
Treatment
Admission
Room
Discharge
Visitors and
Family

3

# of
Cumulative %
Complaints
47
22%
30
36%
27
49%
25
21
19

60%
70%
79%

17
16
8
4

87%
95%
98%
100%

Pareto Chart - : Herzog Memorial HospitalPositive Comments
50

100%

40

80%

30

60%

20

40%

10

20%

0

0%

# of Complaints

Cumulative %

3. The one outlier from the HCAHPs report was “The area round my room was quiet at night,”
which was 14 points below the Colorado average. Do patients’ comments support or refute that
score? (10 pts

The patient’s comment refutes that score. Majority of the comments from patient were that the
room had too much noisy and only one patient said that the room was quiet. One of the patient

PARETO DIAGRAMS

4

mentioned that the patient on the next bed was making much noise. Another patient commented
that the transfer of patients from room to room was extremely noisy. Also, another patient
mentioned that there was noise outside the room and there was TV noises. Most the roommates,
according to these patients’ comments, were noisy....

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Anonymous
Return customer, been using sp for a good two years now.

Anonymous
Thanks as always for the good work!

Anonymous
Excellent job

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