1. Shailaja R. Nandyal
shailaja0412@gmail.com
AdministrativeStaffCollege of India
College Park Campus
1
"Calibrating the Service Establishment & Delivery Processes at Sunshine
Hospitals using the CMMI-SVC V1.3 constellation" - Sunshine Hospitals,
Hyderabad (March 2016)
Abstract: CMMI-SVC version 1.3 organizes industry best-practices into 24 process areas. Each process area
has a specific set of practices cohesively accomplishing a certain objective. Process areas are organized into
Process Management, Work Management, Support and Service Establishment & Delivery. Of the 4
categories, the focus of the current study is limited to process areas in the Service Establishment & Delivery
(SED) Category and a few related process areas in other categories.
In its simplest form, approach verification uses a survey to understand at a high level, gaps in the full range
and scope of service offerings. Benefits with this approach are: it offers a quick and cost effectiveness
diagnosis, using a representative sample, by focusing on the low-hanging fruit, wherein both existing and
“intended” approach are understood vis-à-vis alignment with the CMMI-SVC V1.3 practices.
Since the nature of investigation uses a representative sample, the results may not be indicative of the total
picture of service delivery. However, it offers a good starting point to initiate follow up performance
improvements
Design of In-patient Customer Satisfaction Survey for STAR Hospitals (May-
July 2016)
Abstract: The most useful, yet least leveraged of inputs that can help any service operations improve the
effectiveness of their performance comes from customers. Timely collection, analysis, storage and
communication of improvements “perceived through the customer’s-eye” have more meaning and impact.
Customer Satisfaction Survey (CSS) serves many more purposes besides serving well as inputs to improving
performance. For instance: (1) CSS serves as a direct reflection for how service perceptions are likely to
influence future business due to either good word or bad word getting out as a result of either a satisfied or a
dissatisfied customer respectively. (2) When the CSS is analyzed over a period of time using techniques such
as a moving average or moving range, it offers insights into the tendencies for service failure/success over
time. (3) When used as a Service Quality dashboard, metrics for the critical to Quality service parameters
could offer ready insights into what must be fixed, by when and by how much; which, in itself triggers a
virtual cycle of follow on improvement initiatives.