Leadership Issues
Inadequate knowledge and lack of good inter-personal skills leads to poor decision making. Abdul Karim, the general manager does not have any management degree or course. His management role emanates from trust as he spends most of his time in other businesses not related to the hospital, and even the people he contacts are not related to the hospital in any way.
The hospital owners have other businesses not related to health care. There should be spirit of delegation by giving responsibility to others instead of committee heads keeping everything for themselves. Delegation makes work easier and boosts employee morale.
The hospital fails to educate, train, and hold seminars for its employees limiting their capabilities, knowledge, and skills in their duty of work. It facilitates achievement of goals and good employee-employer relationship because they help to achieve organizational objectives.
Medical and administration committee heads fail to reach consensus on employee employment and retrenchment because of insufficient of communication and consultation between committee heads. There is a lot of interference from shaded, a medical doctor whose opinion is that doctors are the best to manage hospitals because they know the nature of this business more than anyone else does.
The management shows lack of effective communication, consultation, and trust between leaders and delays decision- making in an organization by exerting pressure and stress to employees.
The management should overcome this challenge by making active, effective, and purposeful contacts with individuals and groups in an organization. It should use appropriate means of communication such as electronic, verbal, and paper-based communication.
Poor performance is the third issue in leadership. The employee turnover has remained at 30%, which is very high for an institution operating with such number of employees and staff.
The management should provide tools for monitoring employee performance on daily basis or weekly, if employees know of specific goals to achieve they will employ resources to achieve. Employees should know what is expected from them on a daily, weekly, and monthly basis by establishing clear rules and making them clear and easy to follow.
SWOT Analysis
Strengths. Strong IT and Administration Department
Better Life Hospital has the advantage of a strong IT department run by two IT genius engineers who could implement the electronic records system within four months. Service delivery increases and employees can provide quality services by use of electronic machines such as computer, telephone and, printers because they save time and working space.
This gives the hospital a competitive advantage over its competitors. The administration department is very strong because of its good relations of the staff who can empower people and reduce bureaucracy. This gives a competitive advantage because employees can solve their problems internally and improve relations between management, employee, and customer.
Weaknesses. Human Resources and General management Department
The human resources department has no potential of implementing quality decisions because the manager has a weak personality. The strong background qualifications are insufficient for the responsibility. In most cases, the medical committee does interfere with employment and retrenchment of staff.
This weakness management and competitors are likely to take an advantage. There is weakens the general management because the general manager is not qualified. He does not have degree or even course in management and therefore is a challenge to the hospital management.
Opportunities. Marketing and Administration Department
The marketing department has an opportunity to grow and expand. The manager is qualified with many contacts and resources. If all resources are well employed and utilized, the marketing department can grow leading to growth of the hospital.
The administration department that is managed by Mr Mansour has opportunities for growth. The administration manager through his administration skills can facilitate development of good relations between the employees, solve complaints among the customers and reduce bureaucracy.
Threats. Competition from other Hospitals
Better life hospital is facing competition from other hospitals in the city because they are offering better salaries and benefits to the employees. Most of the hospital staff resigned and got employment in other hospitals that were paying better salaries and therefore lost qualified staff and better quality service they offered.
Another threat is poor customer relations by receptionists because there are frequent complaints from customers who are mishandled. An overpriced service that does not match with quality is making customers to migrate to other hospitals that have good customer relations and high-qualified staff.
Mr Karim
Incompetent
Mr Karim is incompetent because he lacks proper management degree or even course in management. He should have adequate training and education in management.
The key reasons for education and training is to keep him with up-to date information and keep the organization on plain level ground with competitors. Methods of training include workshops, games, and lectures where a group of employees learns through dictations and audiovisual aids.
Lacks Commitment
Mr Karim acts very different in front of his superior and subordinates when his secretary calls him during visits by hospital owners. This character demonstrates lack of commitment and honesty in his job. Commitment plays a critical role in management and attainment of performance goals.
Therefore, to overcome this challenge the top management should put committed employees in top leadership roles, meet with the problem employees and explain areas of improvement. Punishing reduced performance by disciplining employees who fails to meet expectations or even relinquish their position.
He also lacks honesty and transparency as no one knows who these VIP people he meets are and his secretary can only contact his mobile in case employers will be visiting the hospital.
Issues within the Hospital Management
Poor Cooperation between the Managers
There is no cooperation between the managers of the various departments of the hospital. The medical committee interferes with the management issues of administration committee.
They feel that doctors are the best to manage the hospital and want to be involved decision making. The management should initiate better communication through transparent agreements, discuss, and identify areas of opportunity through regular meetings and better communication.
Lack Problem Solving-Skills and Low Levels of Education
Most of the managers lack knowledge and skills of solving internal wrangles between the employees. There is also lack of power to implement key decisions within various departments because of levels of education or unqualified staff.
Therefore, the management should initiate a proper and efficient way of empowering managers by setting and enforcing rules and regulations for all employees. The top management should also conduct regular education for all the managers to give them knowledge and proper education.
This helps to handle any internal problems between employees that improves relationships them. It also empowers the management and can delegate duties without favoritism.
Showing Favoritism and Lack of Equality in Management
The management has no system for equality in the issues of employment and salary increment.The marketing manager does not perform to the expectation but despite that he gets a pay rise leaving rise junior employees whose performance is high.
The general manager and other managers heading various departments are not qualified, they either have low levels of education or have different qualification from the area they work. This is main cause of poor performance and failure of achievement that reduces employee morale leading to poor performance and organizational failure.
The management should provide equal working environment for all the employees, ensure there is transparency when promoting and employing employees, and employing staff based on their qualifications and achievement.
Character of Dr Shadid. Encourages the culture of open communication and discussion
The hospital top management should advise Dr Shadid to feel free and discuss any matters affecting hospital performance. He should raise all ideas openly in a meeting and opinions from other managers and employees. Open communication helps employees to raise all issues they feel oppressing and suggest solution to these problems through discussion.
The management should initiate job specialization whereby managers specialize in areas they are best. This increases performance and better service delivery because the manager will be able to handle problems relating to his or her departments very effectively because they are fully informed about these areas.
Are Doctors the Best Managers of hospitals?
Doctors are not the best managers of hospitals. They have no proper management skills of Planning, organizing, leading, and controlling. Dr Shadid cannot plan effectively within his department.
Through competence management, Knowledge management, and performance evaluation, this method allows reconciliation of interests for all employees and human resources while comparing the knowledge and skills required by the hospital to those who reside in employees. Competence is quality that allows a person to play his role effectively.
Management involves identification of what the manager needs for employees to know and willing to provide full value for the benefit of the organization. Management should initiate an incentive scheme to facilitate reconciliation of interest for each employee with interest for the hospital. Incentives should be initiated objectively, based on a set standards and should be transparent, comprehensible, and concise.
Support to Human Resource Officer
The human resources officer needs to be support in various ways. To begin with, the officer should be helped by providing him with the necessary financial support that can enable him execute his activities of recruiting employees and conducting employee workshops and training programs.
The human resource officer needs to be provided with cooperation from other departments in the organization such as the management/administration so that he can determine employee performance and appraisal. This is necessary for promotion of employees in the organization.
He should be given enough authority and autonomy to enact any changes required in his department so that the organization can improve its performance. The support accorded to the officer is significant especially to the long term performance of the organization.
Staff Retention
Retention is the process in which an organization employs policies and practices to avoid performing employees from leaving the organization. Employees are encouraged to remain within the organization for a certain period. Proper retention strategies strengthen the ability of a company to attract and retain their workforce.
There are several reasons for staff retention that include lack of trust in senior management, lack of recognition and appreciation of good performing employees, loss of faith in the management regarding decision making, and poor payment of employees. Management should overcome these challenges by providing competitive salaries and payment to employees.
When employees are better paid, they feel valued and recognized therefore developing positive attitude toward job hence improving general performance. Other benefits include bendable work schedule, favorable working environment, and additional days of break. Employees are most humbled if they know their work is valued and contribute to the organization.
Key Stakeholders
The key stakeholders are patients because they are customers of the hospital. They generate revenue to the hospital and therefore facilitate employment and payment of doctors, nurses, and other management staff. Better life hospital can improve quality through customer focus by emphasizing understanding and identifying customer needs, taste, and preferences, and requirements.
Designing services to meet needs of the customer, listening to customer complaints, support improvement strategies, and brand recognition. Involve all stakeholders in the management affairs of the hospital by initiating representation of all people to fulfill their functions.
Competencies. To Improve Relations with Customers
Through fair competition, hospital will be able to maintain good customer relations between the staff and the customers. They have to lay better strategies of handling customers by lowering the prices of their services to, effectively attending to customer needs, and advising patients.
This is better way of ensuring efficient service delivery and therefore improving the hospital brand image. Improve quality of services, whereby due to fear of competition, hospitals will improve its services to give it a competitive advantage and retain customers. Departments should be interlinked by having objectives that are measurable, specific, and appropriate and, timely.
Restructuring
Effective management is critical in improving organizational performance. Managers should improve management through management functions of planning, organizing, leading, and controlling. They should ensure good relationships between employees have a culture of rewarding employees and embrace total quality management. These are the most important factors that determine organizational competitive advantage.
Rebranding. Encouraging Open Communication and Transparency to All Stakeholders
They should not leave anything for interpretation and ensuring transparency in recruitment and promoting of staff. Constantly Reminding employees and support staff the long-term vision of the hospital and staying firm on the new brands of the firm.
Customer Satisfaction
The management should to carry out customer satisfaction survey. They should be able to know the level of customer satisfaction Are customers pleased with the hospitals than they were with previous management. How does customer level of satisfaction compare that of competitors and what impact does have on company’s gross returns?
Character of Mr Mansour
He has good problem solving-skills, dedicated to his duties, and highly committed to his job. Mr Mansour has good management skills that if effectively and efficiently applied in an organization can improve employee performance and improve organizational outside image.
The senior management should promote based on performance to general manager because he has good managerial skills and reward him through salary increment.
Strategic Management
The IT personnel should set goals to facilitate achievement of goals and articulate vision. They should identify what they need to achieve, define their short and long-term plans and relate them to organizational needs. Forming strategies, priorities, and develop options.
They should review results of their analysis and issues that they need to accomplish. Strategy implementation is through assembling the necessary resources and applying them. They should the chosen plans into practice and introduce resources to encourage strategy implementation.
Regular monitoring of strategies identifies areas that need improvement in an organization. The marketing manager should make use of the contacts to build good relations and image for the organization.