March 17, 2020 Leilani Estrella A01179344 Flo.docx

March 17, 2020
Leilani Estrella A01179344
Florecito Gelario Jr A01190312
Simarjeet Kaur Gill A01084606
Sukhmanpreet Kaur A01204025
Harmony Home
Care
Operational Management (OPMT 1198)
Assignment 2
Harmony Home Care I Operational Management (OPMT 1198)
Page | i
TABLE OF CONTENTS
I. Executive
Summary………………………………...……………………………
…… 1

II. Statement of
Assumptions…………………………………………………………
… 2
III. Vision, Mission, and
Objectives……………………………………………..…........ 3
IV. Our
Customers……………………………………………………………
…………… 4
A. Independent
Living……………………………………………..……………...….
4
B. Assisted
Living…………………………………………………………………
….. 4
C. Memory
Care……………………………………………………………………
.... 5
D. Nursing Skilled
Care…………………………………………………..…….……. 6
V. Scope of the
Business……………..…………………………………………….….
.. 7
VI. Nature of
Business…………….…………………………………………………
.….. 9
VII. Competitive
Strategies……………………………………………………………

….. 10
VIII. Products and Services
Offered…………………………….…………………….….. 12
IX. Forecast of Demand for Product (Next 12 Months)
……………..………..……... 14
X. Process Flow of
Operations………………………………………………………….
15
XI. Business
Layout…………………………………………………………...……
…….. 20
XII. Identification of
Equipment………………………………………………………..….
28
XIII. Work System and Operational Staffing
Requirements………….……………..…. 35
XIV. Workforce Scheduling
…………………………………………………………….…. 42
XV. Capacity Planning and Identification of Capacity
Limitations ………...…………. 47
XVI. Inventory Control
….…………………………………………………………………..
52
XVII. Supply Chain
…………………………………………………………………………
.. 54

XVIII. Quality
…………………………………………………………………………
……..... 55
XIX. Key Performance Measurements
…………….…………………………………….. 56
XX. Risk in Operations
Management.……………………..…………………...……….. 59
XXI. Other Issues
..………………………………………………………………………
…. 62
Page | 1
Harmony Home Care “Health Care for Elders” is a high-end, 2-
story, retirement building
located at 1111 West 41st Avenue, Vancouver, British
Columbia. It was established by Mr.
Wong, an entrepreneur who recognized the market need for a
traditionally sophisticated
eldercare residence for wealthy Asian-Canadians. Our business
is committed to providing a
fully serviced senior residence and luxurious experience with
24-hour personal and
supervised care. These include our doctor care, nursing care,
care-aide services, adult day

care services, security services, transportation services,
pharmaceutical services, nutritional
support, housekeeping/ laundry, physical/ occupational therapy,
beautification and
grooming services, fitness and wellness services, and
entertainment and recreational
services.
Our target customers are wealthy Asian-Canadians seniors
(single or couple). They were
categorized in terms of independent living, assisted living,
memory care, and skilled nursing
care. To enrich their individual values and preferences, we
utilized a client-focused
approach and holistic care. Our main competitive strategies are
quality and customer
service. Harmony Home Care layout is designed to promote
everyone’s safety and well-
being. The facility has a 24-hour security system with daily
emergency monitoring of all
suites. Within the Asian inspired building, there are 100 suites
and rooms, many of which
look out onto manicured Zen Gardens for outdoor strolls,
meditation, and Tai Chi. Harmony
Health Care for Elders caters to the fulfillment of mind, body,
and spirit through social
activities, a library, media room, fitness room, pool, sauna, and
steam room. We ensure
that all our equipment (nonmedical and medical) are fully
functioning and in high quality.
Along with our services, are our resilient management team and
workforce. Harmony Home
Care has a trained and qualified on-site nurse (24/7) throughout
the year, an on-call doctor,
medical professionals, and fluent multilingual staff.

One of our foundations is our operations. We ran different
operations, but we mainly
focused on our admission flow. This operation is crucial for
resident identification and
generation of revenues. We ensure that our operations are
efficient and effective: Firstly,
by ensuring that it is fully manned through our daily scheduling.
Secondly, utilizing
inventory management (decentralize purchasing approach,
automated inventory control,
and supply chain model) to ensure that supplies are adequate.
Lastly, by implementing their
respective capacity management, key performance indicators,
quality control, risk
identification with contingency planning, and addressing other
issues.
EXECUTIVE SUMMARY
Page | 2
1. Harmony Home Care is a huge establishment (2-storey, 100
suites) with spacious
amenities to accommodate our target costumers (75-100
residents) and to cater to
the services (wellness, beautification, nutrition, indoor/outdoor

activities) that we
will provide.
2. Our services and products are only provided solely to Asian
Canadians who can
afford our services.
3. All our financial resources (medical/nonmedical) are
available and well-allocated.
4. Business licenses and city permits are approved and filed.
5. Our hired staff (medical/nonmedical) have met our HR
qualification requirements
and possess qualities that are beyond what is expected.
6. All our financial resources (medical/nonmedical) are
available and well-allocated.
7. Business licenses and city permits are approved and filed.
8. Our offered services are very suitable for our residents’
preferences and needs
9. Our equipment and services are safe, highly-functional, in the
best quality, and with
the approval of BC Health Authorities.
10. A strong relationship and partnership to third-party
companies/entities (external
suppliers) to provide the home care with their best products and
services are well
established.
11. Harmony Home Care observed strict compliance with
regulations and standards set

by the government to provide ethical, safe, and best care
services to our residents.
12. All our operations both medical and non-medical undergone
quality and safety
check, allocated with finances which are within the approved
budget, and
implemented promptly based on the agreed schedule.
STATEMENT OF ASSUMPTIONS
Page | 3
In a world where the care needs of our ageing society become
more complex, Harmony
Home Care services aim to push the boundaries of care beyond
excellency to better serve
the diverse set of holistic needs of our residents.
Harmony Home Care provides high-quality care and excellent
services to our residents to
live their lives to the fullest, healthy, independent, and
dignified in a culturally-authentic

environment through maintaining an optimal balance of
wellness.
1. To deliver high quality of care that will improve and sustain
the resident’s overall
quality of life.
2. To ensure that the resident’s needs and values are respected
in matters of race,
culture, religion, and beliefs.
3. To manage care service efficiently and effectively to make
the best use of resources
and to maximize the value of money to the resident.
4. To provide a luxurious environment that replicates the
resident’s previous home life.
5. To promote the greatest possible independence to every
resident, regardless of
their level of functionality.

Page | 4
Our target customers are Asian-Canadians who are traditional,
successful, educated, socio-
affluent and wealthy. They are seeking reunification with their
roots for their senior years in
an upscale Asian inspired facility. Our customers maybe 55
years of age or older. They may
need any of the following service levels: Independent Living,
Assisted Living, Memory Care
or Skilled Nursing Care.
INDEPENDENT LIVING
• Seniors seeking a new life in an active Asian community to
match their lifestyle and
values. They recognize that graduated care may be needed down
the road, and wish
to establish themselves in a community with like-minded peers.
Profile: Mr. and Mrs. Momori hail from the country with the
highest life expectancy: Japan!
They immigrated to Canada to fulfill their dreams in business.
Mr. Momori was a civil
engineer in Japan; however, he landed a job as a financial
adviser after struggling to find a
job in his field in Canada. He quickly moved up the ranks in
finance and saw his net worth
grow to millions through prudent investments and acquisitions.
The Momoris further grew
their wealth from two Japanese restaurants in Downtown
Vancouver and Burnaby. The

restaurant was their opportunity to stay connected with the
Japanese community and
provide work for their children.
Mr. and Mrs. Momori have been living happily and
independently in a multi-million-dollar
mansion in North Vancouver. They drive to their appointments,
or to visit family and
friends. Recently, Mr. Momori was diagnosed with Chronic
Obstructive Pulmonary Disease,
which requires lifetime medical treatment and monitoring. The
Momori children are busy
managing their restaurants, and Mrs. Momori is unable to take
care of her husband by
herself. The Momori’s are looking for a retirement home that
will be suitable for their
medical needs while maintaining their luxurious lifestyle with a
sense of autonomy.
Mr. and Mrs. Momori were both health-conscious. They love
eating healthy food and follow
the Okinawa diet. They exercise daily and enjoy gardening
together. They love to socialize,
especially with other Japanese people.
ASSISTED LIVING
• Asians who are clinically diagnosed with medical conditions,
and thus functioning at
a lower level. They are unable to maintain the full autonomy of
their life. They are
seeking long term care for end of life planning in an
environment that harkens of
their Asian roots.

OUR CUSTOMERS
Page | 5
Profile: Mr. Xing is a retired physician who lives in Burnaby.
He is 70 years old, married and
is fully supported by his two sons (a physician and a company
CEO). He had a stroke in 2008,
which left him with some left-side hemiplegia. In 2010 he had
bypass surgery. Recently, Mr.
Xing was diagnosed with hypertension and Type 2 Diabetes. He
prefers to eat Chinese
cuisine (chow mien, dumplings, noodles) however, it must be
low fat, low carbs, and high
caloric food for dietician compliance.
Mr. Xing is still cognitively functional with minimal slurring of
speech and dysphagia. He can
communicate both verbally and nonverbally. He is receptive and
expressive to stimuli. He
needs little assistance for toileting, dressing, and feeding. He
has weekly blood pressure and
glucose monitoring and monthly blood workup (hematology,
blood chemistry, urine, and
electrolyte testing). Despite his medical conditions, Mr. Xing is
social and loves reading,
playing Chinese checkers, meditation, Tai Chi, walking
outdoors and yoga.

MEMORY CARE
• Asians who are clinically diagnosed with Alzheimer’s Disease
or Dementia, and who
need to be in a secure home that will provide dignity as their
memories decline.
They are seeking a facility that will provide activities to
stimulate their brains from
professionally trained staff with specializations in AD.
Profile: Mrs. Wattana is a first-generation Canadian of Thai
descent who has been clinically
diagnosed with Vascular Dementia. Her childhood home in
Vancouver was in a Thai
community where her native language was spoken before
English. Mrs. Wattana became
successful in the Tech industry after graduating from UBC with
a Computer Science Degree.
As her career accelerated, she broke through the glass ceiling to
the executive level and
moved away from her childhood cultural hub to more affluent
West Vancouver, where she
raised a family whilst working in the executive ranks.
Mrs. Wattana is health-conscious, however, she diverted from
her native cuisine for quick
to prepare meals at university, and never found the time to
prepare traditional meals after.
She also stopped practicing her spirituality due to the time
constraints of family and career.
Mrs. Wattana’s family members do not have the time, training,
or environment to provide
dementia care. Her family recognizes that 24-hour graduated

care is needed from staff with
extensive training in geriatrics and dementia as their mom’s
cognitive condition declines.
Her family also recognizes that she will revert to an earlier
time, and her native Thai
language eventually. They are seeking an upscale, stimulating
Asian environment which will
provide reunification with her cultural roots for end of life
planning.
Page | 6
SKILLED NURSING CARE
• Asians who are clinically diagnosed with an intellectual
disability (ID), to include
Autism Spectrum Disorder or Down Syndrome. They reached all
the developmental
milestones at a delayed stage in childhood yet are ranked high
functioning by
medical professionals.
Profile: Miss Luie is a 55-year old high functioning Autistic
woman with the cognitive
assessment of a Grade 9 education. She functions well in
society and maintains autonomy
by taking public transit and working in customer service at a
small boutique grocery store.
Miss Luie lives with siblings as she lacks the skills to live
independently. Miss Luie’s siblings

received a substantial inheritance to provide lifetime support for
their sister. Now that Miss
Luie is of age to enter long term care, the family members seek
upscale facilities that
respect their parents’ wishes for Asian eldercare. The siblings
are nearing retirement
themselves, and they want their sister to be happily established
before they embark on
travels while downsizing their home.
Miss Luie requires skilled nursing care for her medications, for
bathing and hygiene, as she
does not always remember to do it herself if she gets
overstimulated. Miss Luie functions
best with routine, serene outdoor spaces, and regular exercise.
Her family members
recognize that she may need 24-hour graduated care should her
cognitive abilities and
health decline. Miss Luie’s family are also seeking a facility
that they can enter themselves
so that they can be close to their sister for end of life planning.

Page | 7
Harmony Home Care stretch is far beyond as a retirement home.
We provide excellent and
holistic health care services to satisfy the unique tastes of our
elite Asian seniors at the
same time improving their quality of life.
Inclusions
Harmony Home Care mainly focuses and only includes the
following services:
• Doctor care: Our physician provides consultation,
comprehensive assessments, and
referral if necessary.
• Nursing care: Our RN and LPNs perform thorough
assessments, individual care
plans, medication administration, implementation of
interventions both
independent, dependent, and collaborative, and evaluation of
the individual goal of
care.
• Care-aide services: Our Health Care Assistants provide the
care and assistance of
daily living activities such as toileting, feeding, dressing,
getting up, transferring to

bed.
• Adult daycare services: We provide a daily and scheduled day
program for a group
of residents if weather condition permits.
• Security Services: There will be a 24/7 security system and a
standby emergency and
disaster protocol.
• Transportation services: There will be an available shuttle bus
that is designed to
provide comfort and safety whenever for day program and
errands.
• Pharmaceutical services: We provide safe and high standard
medications while
implementing proper and safe administration. We outsource our
medications from
credible and approved external sources.
• Nutritional support: We provide our residents with 3 nutritious
meals (breakfast,
lunch, and dinner) and 2 snacks daily. Our variety of meals are
properly planned
based on individual dietary restrictions and recommendation.
• Housekeeping/ laundry: We provide daily room cleaning and
laundry for our
residents. All areas should be kept clean and all sorts of fabrics
that were used
should be washed.
• Physical/ occupational therapy: As part of the convalescence,
our residents are
provided with a physical assessment, intervention, and support.

They are also
provided with support to improve independence and functional
ability to fulfill their
daily routines.
SCOPE OF THE BUSINESS
Page | 8
• Beautification and grooming services: Since we provide
holistic care, we provide
beautification and grooming services from our in-house salon
and spa.
• Fitness and wellness services: We care for the best for our
residents; thus, our
fitness center provides programs to help our clients to be fit and
strong.
• Entertainment and recreational services: Harmony Home Care
has its game room,
theatre room, indoor pool, and a garden for entertainment and
recreation.
Exclusions
• Harmony Home Care does not engage in the following
operations:

• Affiliation to other institutions (home care agencies and
academic institutions)
• Hiring a private caregiver for one on one care and other
health-related professionals
as a personal caretaker
• Providing the seniors’ other personal items not enumerated
within our business’
lists of services and products
• Outsourcing seniors’ other medical and supportive equipment
as their personal use
and which are not included in our business’ inventory
• Other emergency procedures (invasive and noninvasive) and
diagnostics and
laboratory tests
• Hospice, critical, and palliative care
• Residents’ pet care

Page | 9
Harmony Home Care is a luxurious retirement home business
that provides health care for
rich Asian elders.
INDEPENDENT LIVING
Value of independence and autonomy, which matters for
personal pride.
Value of life balance, which matters for feeling supported,
while maintaining a lifestyle.
Value of respect, which matters for personal pride and
recognition.
Value of status, which matters for positivity and recognition.
Value of optimism, which matters for emotional and physical
health.
Value of contribution, which matters as customers still feel they
are valued in society
ASSISTED LIVING
Value of trust, which matters so that customers know they made
the right choice.
Value of connection, which matters to feel a sense of belonging.
Value of well-being, which matters for emotional and physical
health.
Value of personal safety, which matters to maintain a stress-free
lifestyle.
Value of openness, which matters for customers to share
authentically, and accept support.
Value of learning, which matters for customers who will be
learning a new paradigm.
Value of friendships, which matters for connection,
conversation, and growth.

MEMORY CARE
Value of dignity, which matters for customers to feel supported.
Value of trust, which matters for customers to know they are in
the service of professionals.
Value of stability, which matters to feel secure in their
environment.
Value of competency, which matters for the utilization of
competencies while they are
functioning.
Value of compassion, which matters for not feeling judged.
SKILLED NURSING CARE
Value of dignity, which matters for customers to feel supported.
Value of trust, which matters for customers to know they are in
the service of professionals.
Value of stability, which matters to feel secure in their
environment.
Value of learning, which matters for customers who will be
learning a new paradigm.
Value of friendships, which matters for connection,
conversation, and growth.
Value of life balance, which matters for feeling supported,
while maintaining a lifestyle.
NATURE OF BUSINESS
Page | 10

A. QUALITY
Harmony Health Care for Elders is a high-end facility that will
be marketed as a lifestyle
experience. Our main goal is to provide consistent Quality and
Customer Service.
1. Individual Differences: At Harmony Health Care we respect
the individuality of
people through their personalities, life experiences, family
backgrounds, values,
and beliefs. As well, their needs are uniquely different.
Harmony Health Care
will design individualized plans for each customer, and remain
flexible to
change, as this in inevitable to happen!
2. Exceptional Staff: Medical professionals to include medical
doctors, registered
nurses, and registered nurses with specializations in geriatrics,
Alzheimer’s, and
developmental disabilities.
3. Being Culture Specific: At Harmony Health Care for Elders,
our architecture,
gardens, and décor will be Asian inspired. Staff will be
multilingual. Interiors of
the building will be modern, and suites will be designed in
conventional Asian
home styles so that our residents feel at home in a blend of
eastern and
western culture.

4. ‘Royal Living Standard’: We will provide our customers a
five star feel that
matches their high living standard. We provide high end Red
Seal Chef prepared
Asian meals, Zen gardens, library with Asian language reading
material, high
tech media room and fitness rooms, pool, sauna and steam
room. For outings,
we provide chauffeured shuttle bus service. Harmony Health
Care provides a
chauffeured private shuttle service for personal shopping,
medical
appointments, or scheduled outings. Harmony Home Care, the
monthly fee
includes all meals, snacks, custodial services, in-house
activities, private shuttle,
access to in-house amenities and healthcare. There are
additional fees for
ancillary services.
5. 24/7 Security: Safety and security of our elders is our
priority. All exterior door,
exterior garden areas, interior corridors and common areas will
have security
cameras and monitoring. There will be scheduled staff
monitoring of all suites
also. Background checks will be conducted at time of staff
hiring.
6. Customer Support for Special Needs: To include Alzheimer’s,
dementia, autism,
and Down Syndrome – specialized medical professionals to
support their needs.
7. Custodial and Hygiene: Our custodial team provide hospital
level cleaning

standards (APPA 1) in all areas to maintain a healthy
environment.
COMPETITIVE STRATEGIES
Page | 11
B. CUSTOMER SERVICE
1. Introduction and Welcome: At Harmony Health Care, a warm
welcome will be
provided to prospective customers, with a tour, and literature
will be provided
in Mandarin, Cantonese, Japanese and Thai.
2. Resolving Issues: Through objectionable conversation and
observation, any
issues will be resolved in a fair, consistent, and meaningful way
for all involved.
3. Valued Customers: Our customers will be recognized for
individual differences,
and their histories will be celebrated and acknowledged
respectfully.

4. Dietary Needs: Harmony Health Care will have a Red Seal
Chef and a dietician
to provide the best quality, Asian inspired meals.
5. Wellness Program and other Program Initiatives: We
encourage our residents
to participate and engage in our in-house programs such as
wellness, indoor
activities program (arts and music therapy), and social
programs. This
strengthens the social and physical aspects of holistic needs.
Page | 12
Services offered

Harmony Home Care is committed to provide high-quality
services and an excellent
experience for our residents from our multi-lingual, well-
trained, and qualified staff. The
following are the services we catered.
Doctor care: We have an on-call doctor which provides the
following services:
• Consultation
• Weekly wellbeing assessment
• Family conferences
• Emergency referrals
Nursing care: We have LPN on duty with supervision of our
24/7 nurse-in-charge that
provide the following care:
• Daily assessment of the seniors’ needs based on their chief
complaints or
diagnosis
• Setting-up individualized plan of care
• Implementing a plan of care based on prioritized needs of our
seniors
• Evaluating an individualized goal of care
• Other supportive care: wound dressing, ostomy care,
medication
administration, intravenous therapy, monitoring of general
health, pain

control and other health supports.
Care-aide services: Our health aides help our seniors with their
basic personal needs such
as getting out of bed (mobilization: transfer and lifting),
walking, bathing, and dressing,
feeding, companionship, and grooming. Our aides have received
specialized training to
assist with more specialized care under the supervision of a
nurse.
Adult day care services: Programs provide supervision and
activities during daytime hours
to give the caregiver a break and peace of mind while at work or
running errands. These
programs are offered outside of our home care includes
shopping, walking to the park,
salon, etc.
Security Services: 24/7 emergency response system, on-call
doctors, and nurses.
Transportation services: We have a privately owned shuttle bus
(6 units) which are
scheduled and can be used for day program activities (shopping,
day tour, events, etc.).
Pharmaceutical services: Purchasing medication from external
pharmaceutical suppliers,
monitoring, and checking the quality of medication for
administration use, properly
PRODUCTS AND
SERVICES OFFERED

Page | 13
inventorying to ensure appropriate supply, and implementing
excellent drug administration
and management.
Nutritional support: We offer delightful, authentic, and healthy
cuisines which suit to the
taste of our Asian residents and with compliance to their
medical regimen. We ensure that
breakfast, lunch, dinner, and snacks will be served properly and
timely. This are offered and
properly planned and calculated by our dietician. All the food
that are being serve should
follow the dietary requirements of each resident.
Housekeeping/ laundry: Every day, we ensure that our
residents’ environment is clean and
free of clutters to improve safety and health. We ensure that all
soiled clothing is properly
segregated, treated, and cleaned to prevent cross contamination
and the spread of disease.
Physical / occupational therapy: To enhance further our
residents’ recovery and their state
of wellbeing, we offer physical and occupational therapy. These
services will help them to
strengthen their physical attributes, capability, independency,
and support to live their life

to the fullest. There will be pre-assessments, comprehensive
assessments, ongoing
assessments, continuous support and rehabilitation, and
evaluation for our residents.
Beautification and grooming services: Our podiatrist and
therapist provide haircut,
grooming, massage, and foot care from our salon and spa.
Fitness and wellness services: We have qualified instructors
that provide yoga lessons,
cardio, required workout programs based on medical regimen,
and isometric exercises
which help our residents to satisfy their holistic needs.
Entertainment and recreational services: We provide numerous
games, events and
entertainment options that will encourage residents to
participate in wide cultural- specific
recreational activities, seminars, and outings. These
amusements will include games, crafts,
gardening, exercise, etc. Also, we feature different literatures
(i.e. journals, books,
publications, and newspapers) to read on from our library.
Page | 14

Forecasting is a decision-making tool which helps the
organization in doing proper
budgeting, planning for resources and other equipment, finding
out the possibilities of the
business in the coming future. Our forecasting methods are
reliable and depend on our
organization’s operations. Our company develop and formulate
long-term, medium-term,
and short-term forecasting. For our long-term forecasting, this
focuses on the managing and
designing system. Long-term forecasting will take one year or
more. Our company
projected of 20 residents for first month and this will be
doubled on the following month,
thus, our forecast is proportionately relative to our supplies,
equipment, and manpower.
Foreseeing the amount of our inventory, our supplies will be
doubled for the first week to
accommodate the needs of our ongoing admission of residents.
Our forecasting of
inventory for the next four months can be illustrated figure 1
below.
Forecasting of Inventory
Figure 1. Forecasting of Inventory
As shown on the graph, the vertical axis depicts the amount of
supplies and the horizontal
axis depicts the number of months. Further, the supplies were

categorized as medical non-
medical, and others. It is observed that during the first month,
the amount of supplies is on
the baseline level and will increase until it reaches the second
month. For instance, on the
first week, our inventory of 18 milk gallons will be doubled to
72 milk gallons for following
month. Our business will project an extreme high demand
initially thus this will yield to a
favorable forecast in next 4 to 12 months. Our forecast is based
on both qualitative and
quantitative approach. With the forecasted high demand and our
unique quality services to
our customers, our revenues will be projected to increase by 10
to 15% in the coming 4 to
12 months. The increase in our revenues and demand will be
calculated every month and
will update changes to our forecasting.
FORECAST OF DEMAND FOR
PRODUCT (NEXT 12 MONTHS)
Page | 15
Our business has various and numerous operations for every
department and system. One
of our operations is the process flow of admission. This process

is critical as it is the main
entry of our residents and the primary portal of generating
revenues. Therefore, inspection
and quality check must be implemented between process flow
units. Our admission process
flow can be illustrated in figure 2.
Legend:
Decision Inspection/Check
Process Start/End
Figure 2. Admission Process Flow
PROCESS FLOW OF
OPERATION
Page | 16
PROCESS DESCRIPTIONS:
1. Patient Inquiry
Our process flow starts when the client and the family shows
interest and inquire about the
specific services on what Harmony Health Care has to offer.

Our Director of Care will
contact and schedule the client for one-on-one interview and
tour of the facility.
2. Patient Registration
Once the client and family show their interest to check-in in our
facility, the Director of Care
will carry out the following:
• Assessment and determine eligibility
• Explain and coordinate with the application process
• Set an appointment for admission
• Notify client when room is available
3. Admission
This includes opening of specific client record. The client or the
family will be interviewed
and will be asked to sign the contract and admission consent
form. Our Medical Secretaries
will need to verify the following information:
• Demographic data
• Verify public and private insurances and Medicare
• Name and contact information of family or representative
4. Room Assignment
Allocation of room according to specific client needs and
category (Independent, Assisted,
Memory Care and Skilled Nursing Care.

5. Initial Assessment By RN
Our RN will conduct initial interview to be able to continue and
establish specific plan of
care. RN initial assessment includes:
• Head to toe assessment
• List of allergies
• Diagnosis
• History of Past, Present and Familial History
• Cognitive and Language Ability
6. Initial Assessment By Physician
Our in-house doctor will be in-charge of thorough physical
assessment of our clients. He is
responsible to seek, provide and analyze needed information
regarding our client’s current
status, recent history, medications, and treatments.
Page | 17
7. Contacting Family Doctor
Our in-house physician will contact the client’s family doctor to
verify specific doctors’ order
to enable safe and effective continuing care.

8. Medication Reconciliation
Review complete list of medications prescribed by family
doctor including natural
substances or supplements.
9. Medication Outsourcing
Estimate cost and order medication to identified suppliers.
10. Special Diet Preparation
Confirm special diet and restrictions
11. Dietitian Consultation
Develop specific diet plan and menu
12. Meal Preparation
Prepare and cook food according to dietitian order
13. Exercise Routine
Determine senior appropriate exercises, range of motion
capabilities and goals
14. Recreational Scheduling
Build a program for senior fitness and senior exercises.
15. Delivery of Specific Care
Customized care delivered to our customers throughout
admission to facility.
Customer Service Matrix
Our customer service matrix (Figure 3.a) shows the breakdown
of our care plan designated
to out four major customers. The following services are
properly assigned and upon
requested depends on the needs of our customers. Moreover, our
customers were further

breakdown into two categories (independent and assisted living;
and memory care and
skilled nursing care) with corresponding variability of service
and degree of contact (refer to
Figure 3.b and 3.c).
Page | 18
Figure 3.a. Customer Matrix Services
CUSTOMER SERVICE MATRIX
Independent
Living
Assisted
Living
Memory Care Skilled
Nursing Care
1 Pre-admission Assessment X X X X
2 Confirmation of Acceptance X X X X
3 Admission X X X X
Extensive Medical Care X X

Increased Medical Care X X
Supported Medical Care as Needed X
Doctor/Nurse Administration X X X
Pharmacist Dispensing for Self Administration X
Dietician X X X
Feeding X X
A La Carte X
Constant Supervision X X
Increased Doctor Visitations X X X
Increased Nurse Visitations X X X
Regular Schedule X
Physiotherapy X X
Occupational Therapy X X
Memory Care X X
Personal Hygiene X X
Dressing X X
Upon Request X

Assisted Support X X
Upon Request X
Fully Supported Hospital Standard X
Assisted Support X X
Upon Request X
Assisted Support X
Upon Request X
Meals
Medication
Care Plan4
Excursions / Chauffered Bus Service
Custodial in Rooms/Suites
Recreation & Social Activities
Daily Living Care
Specialized Medical Care
Medical Care

Page | 19
Figure 3.b. Variability in service and degree of contact among
our independent and assisted
living customers
Figure 3.c. Variability in service and degree of contact among
our memory care and skilled
nursing care customers.
High X
Moderate X
Low

Minimal
High Moderate Low Minimal
INDEPENDENT LIVING, ASSISTED LIVING
Variability in
Service
Customized service with each
client, moderate/high
customer contact
Degree of Contact with Customer
High X
Moderate
Low
Minimal
High Moderate Low Minimal
MEMORY CARE, SKILLED NURSING CARE
Variability in
Service
Degree of Contact with Customer
Customized service with each

client, high customer contact
Page | 20
Harmony Home Care is in Vancouver in an easily accessible
area of Trans-Canada Highway
which includes direct access to Metro Vancouver and the
airport. Our building is a 154, 433
square feet area contains two floors that can accommodate our
100 residents. The
structures both interior and exterior are based on the safety and
quality standards of BC
Housing and BC Home Care Facility. The total land area is
200,000 square feet that includes
our main building, outdoor/indoor amenities, garden, pool,
parking lot, an extra space, and
our transportation services (shuttle vans).
Below are the sample layout showing the aerial view (Figure 4)
and the site layout (Figure 5)
of our business.
I. Aerial View Before and After
Figure 4. Aerial View Before and After

BUSINESS LAYOUT
Page | 21
II. Site Layout
Figure 5. Harmony Home Care Site Layout
The table shown below is the summary of our land areas per
floor and cellar with
corresponding department, offices, and storages. There is an
additional space (30,567 SQ.
FT.) for possible and future expansion. Our total land area is
200,000 SQ. FT.
Cellars 1st floor Mezzanine
Floor
2nd floor Total
Mechanical Room, storages and
staff rooms
7, 296 SQ. FT 7, 296 SQ. FT
Independent Senior Living 10,876 SQ. FT 10,876 SQ. FT
Assisted Living 25, 160 SQ. FT 25, 160 SQ. FT

Memory Care 15, 627 SQ. FT 15, 627 SQ. FT
Skilled Nursing Care 10, 876 SQ. FT 10, 876 SQ. FT
Amenities 70,000 SQ FT 4,781 SQ. FT 74, 781 SQ. FT.
Additional Space 30, 567 SQ. FT.
Circulation (corridors, elevators,
lobby, stairs
15, 746 SQ. FT 8, 135 SQ. FT. 23,881 SQ. FT.
Offices 11, 812 SQ. FT 11, 812 SQ. FT
Total Areas 7, 296 SQ. FT 133,594 SQ. FT 4,781 SQ. FT 34,
638 SQ. FT. 200,000 SQ. FT
Table 1. Summary of Land Areas of Different Floors and
Cellars
Page | 22
A. Floor Plan
Each floor consisted of 50 rooms with own washrooms, safety
features, emergency
evacuation (i.e. fire exits, alarms, sprinkler, and extinguisher),
and relaxing areas (living

room, social areas, indoor garden). For security system, there is
an automated lock system
for each floor which an authorized person can access only.
CCTVs are also positioned and
installed in every corner. Each floor has a nursing and HCA
offices and staff rooms,
medication room, laundry, storage rooms (i.e. First aid kit and
disaster pack), small dining
and kitchen, and disposal areas. Also, windows are properly
situated to provide sunlight and
ventilation. Our administrative offices, storages (supplies,
medications, food, etc.), and
medical records are located on the ground floor.
The first floor (133,594 SQ. FT) is designated for Skilled
Nursing Care and Assisted Living
residents (refer Figure 6). While, the second floor (34,638 SQ.
FT.) is assigned for Memory
Care and Independent Living seniors (refer Figure 7).
Figure 6. Layout of First Floor
Page | 23
Figure 7. Layout of Second floor
Figure 8. Building Layout

B. Suite Rooms
Overall, there are 100 suite rooms that can accommodate 75 to
100 residents. Our
residential suites are designed based on the specific care needs
of our residents. Each room
may contain either single bed or double beds. Also, all our
rooms are fully equipped with a
state of the arts safety features, newly painted interior, hazards
free utilities, well ventilated
and well lighted environment that promote a relaxing ambiance.
Residents can style their
rooms interiorly to feel their sense of belonginess. However,
room specifications should
abide the company’s room requirements for safety. Below are
the sample layouts of our
rooms which are categorized into independent living, assisted
living, memory care, and
skilled nursing care.
Page | 24
I. Independent Living
II. Assisted Living

III. Skilled Nursing Care
Page | 25
VI. Memory Care
C. Dining room and outdoor coffeeshops
We have an outdoor coffeeshop (Figure 10) and dining room
(Figure 9) situated (left wing)
separately with the main building. The entire area is about 25,
000 square feet area. Our
coffeeshop is open from 6:30 am until 5 pm and offers snacks
and refreshments. It has 25
tables that can accommodate our residents. Also, we have
dining room with an adjacent
kitchen to provide freshly cooked authentic Asian cuisines. It
opens every day and provide
breakfast, lunch, and dinner. It consists of 25 tables, a mini
lounge at the corner, dietary
office, and food storage. Both amenities have washrooms, safety
features (i.e. ramp,
siderails, nonslip flooring) emergency evacuation, alarm and
security system.

Figure 9. Dinning room Layout Figure
10. Outdoor coffeeshop Layout
D. Fitness center
One of our amenities is the Fitness center. It has 10, 000 square
feet area fully equipped for
cardio, isometric exercise, and group yoga classes. Also, it has
changing rooms, washrooms,
and a gym instructor’s office. The center is designed on the
safety precaution and wellness
program for our seniors (refer Figure 11).
Page | 26
Figure 11. Fitness Center Layout
E. Entertainment room/ Salon
Other amenities we have established are our entertainment room
and salon. Overall, it has
10,000 square feet area that can accommodate our 100 residents.
Our entertainment room
(Figure 12) has a washroom, mini lounge, bar, game room, built
in speakers, reclining chairs,

wide LED screen, fireplace, and a kitchen connected with a
staircase, where only servers
and authorized staff are allowed. It has also a fully function
security and emergency system.
While, our salon (Figure 13) is consisted of a reception area,
waiting lounge, 8 units for hair
grooming, 2 spa rooms and, 2 units for toes and nails grooming,
changing rooms, and a
shower room. These amenities have safety features (i.e. nonslip
floors, side rails, hand bars,
and first aid kits)
Figure 12. Entertainment Room Layout Figure 13.
Salon Layout
F. Garden and pool
Last of our amenities are an indoor pool with sauna (10,000
square feet) and an outdoor
garden (15,000 square feet). Our pool has a changing area,
indoor landscapes, footwear
Page | 27
changing area adjacent to the pool, tables, and benches. Our
garden is very peaceful and
has a variety of Asian vegetations and ornamental plants. It has
foot walk and a huge lawn
where they can do Tai Chi, meditation, and yoga.

Figure 14. Pool Top View Figure
15. Garden Landscaping layout
Page | 28
Our business is operating with fully functioning equipment. Our
lists of equipment are
grouped according to their uses. The tables below illustrated the
equipment and their
corresponding description.
BEDROOM
1. Bed with Alternating Pressure Mattress, Built in
Scale and Fall Alarm: Provides motorized
positioning of the upper and lower body and
adjusts the bed height for easy transfer.
2. Overbed Table: User friendly table that can be
easily adjusted and can be moved from one place
to another.
WASHROOM AND BATHING

1. Flip- Up Bathroom Grab Bar: Safety grab bar that
assists in balance for easy sit to stand transfers.
2. Shower Chair: Adjustable shower chair that are
stable enough to support seniors while they are
bathing.
3. Bedside Commode: Movable toilet that can be
used if the client is unable to go to the washroom.
IDENTIFICATION OF
EQUIPMENTS
https://www.agingcare.com/products/bath-and-shower-chairs-
and-benches-for-seniors-133772.htm
Page | 29
MOBILITY / TRANSFER EQUIPMENTS
1. Wheelchair Ramp: Protect clients from slip and
fall accidents by providing safe access into and
out of the facility.
2. Transfer Belts: Safely and effectively assist client
with ambulation, transfers, and exercise.

3. Sit-to-stand Lift: Helps to lift a patient to change
the body posture from sitting to standing
position.
4. Ceiling Lift: To move client from one corner to
another. Can be safely operated by single
caregiver.
HEALTH AND MEDICAL EQUIPMENT
1. Vital Signs Machine: To measure temperature,
pulse, and blood pressure.
2. Blood Glucose Monitoring System: To measure
blood sugar level of the clients.
https://www.handicare.ca/wp-content/uploads/2019/06/P-440-
Website-800.jpg
Page | 30
3. Medication Cart: Medication storage with keyless
combination lock.
4. Defibrillator: Automated External Defibrillator to
aid clients with sudden cardiac arrest
5. Stand on Scale: For patients needing extra
support during weighing.
MEDICAL ALARM SYSTEMS

1. Central Monitoring System:
• Aid the nurses to track the status of multiple
residents from a single location.
• Wireless pagers alert Central Monitor
• An audible, as well as visual, alarm alerts
caregiver on central unit
• Monitor unit sends alert to pager with patient
number
2. Anti- Wandering Door Monitor Systems: Safely
and effectively monitor exits or crucial doorways
to prevent clients with dementia from wandering.
Page | 31
3. Anti-Fall Belts
• Plugs into fall monitors. Ensures resident safety.
GYM AND EXERCISE EQUIPMENTS
1. Exercise Ball Chair, Yoga Fitness Pilates Ball,
Resistance Bands: Used for cardiac exercises to
boost strength and stability

2. Basic Pedal Exerciser: Provides gentle low impact
exercise during physiotherapy. Effective for upper
body or lower body exercise to improve blood
circulation and muscle toning
3. Rehab Weight Bars: Improves strength, motor
ability, endurance, and range of motion in a
sitting, standing, or supine position.
4. Exerpeutic Treadmill: Helps to maintain mobility
and balance with full-length side railings to
provide stability.
LAUNDRY EQUIPMENTS
1. Washer: To wash residents’ dirty clothes.
https://www.amazon.com/Vaunn-Medical-Exerciser-Chrome-
Peddle/dp/B06Y64B46X?ref_=fsclp_pl_dp_1
https://www.amazon.com/Rehab-Rehabiliation-Exercise-
Equipment-Recovery/dp/B00EM9RQJ8?ref_=fsclp_pl_dp_4
Page | 32
2. Dryer: To dry residents’ clothes fast after wash.
3. Steam Press: To keep the residents’ clothes,
wrinkle free.
4. Hamper: To collect and keep soiled linen and
clothes.

KITCHEN AND DINING AREA
1. Toaster: Warms up breads and bagels.
2. Meal Delivery Carts: Insulated cart to keep the
food warm and clean during delivery to residents’
place.
3. Stove and Oven: Use to cook and bake food.
https://www.canadianappliance.ca/product/Samsung_DVE45M5
500P_Dryers_Samsung_DVE45M5500P.html
https://www.webstaurantstore.com/luxor-hl15-7-bushel-3-
compartment-industrial-laundry-cart-with-dividers-38-2-x-24-3-
4-x-36-1-2/445HL15NY.html
https://www.dietaryequipment.net/fastrac-conveyor-toaster-
countertop-apwwyott-ft-1000h/
https://www.google.com/url?sa=i&url=https%3A%2F%2Fwww.
shutterstock.com%2Fsearch%2Findustrial%2Bstove&psig=AOv
Vaw30AqHPccPoqyCLrTk-
MdkD&ust=1582683471403000&source=images&cd=vfe&ved=
0CAIQjRxqFwoTCKDA1cXR6-cCFQAAAAAdAAAAABAD
Page | 33
4. Blender: Used to mix, puree or emulsify food.
5. Coffee Maker: Brew coffee fast and instantly
6. Merchandiser refrigerator: Keeps food cold and
fresh for longer storage

7. Freezer: Store bulk items such as meat and frozen
vegetables
8. Dishwasher: Clean and rinse dirty dishes
9. Rice cooker: Cook, boil or steam grain foods
Page | 34
CLEANING AND MAINTENANCE
1. Vacuum Cleaner: Removes debris from floors,
upholstery, draperies, and other surfaces.
2. Cleaning Cart: Storage of cleaning tools and
cleaning chemicals.
3. Fire suppression unit system: Extinguish or
prevent the spread of fire in the building.

Page | 35
This section includes the organizational chart of our
administrative department and our one
major operation. Each chart has corresponding personnel with
their responsibilities,
qualification, and quantity required.
ORGANIZATIONAL CHART
A. Administrative Department
Our administrative department is consisted of three-level
management. This includes the
owner, human resource manager, finance director, marketing
manager, and accountant
assistant respectively.

Owner
Human
Resource
Manager
Finance
Director
Accountant
Assistant
Marketing
Manager
WORK SYSTEM AND OPERATIONAL
STAFFING REQUIREMENTS
Page | 36
JOB DESCRIPTIONS- ADMINISTRATIVE DEPARTMENT
Position Responsibilities Qualifications Quantity Required
Finance Director • Analyze financial statements to
evaluate the business

performance
• Formulate strategic business
plans
• Approve budgets and financial
forecasts.
• Interpret cash flows to predict
further trends.
• Study competitor’s behavior and
market trends
• Create cost reduction
opportunities
• Bachelor's Degree in
accounting
• Master's degree in
Business
Administration or
Certified Public
Accountant,
preferred.
1
(FT)
Accountant
Assistant
• Prepare financial statements
• Keep all financial records

updated
• Working in collaboration with
other departments to create
financial forecast.
• Approve purchase requisitions
and payroll sheets
• Diploma/Certificate
in Accounting
1
(PT)
Human
Resource
Manager
• Work with senior management
to create policies and direct
human resource activities
• Ensure that Home care is fully
staffed
• Oversee schedules in advance
accordingly
• Maintain staffing ratio
• Responsible for recruiting staff
• Bachelor’s Degree in
Human Resource/

Business
Administration 1
(FT)
Marketing
Manager
• Prepare and monitor the
marketing budget
• Implement marketing methods
to increase profitability
• Measure and report on the
marketing campaigns
• Marketing
Certificate/ Diploma
1
(PT)
Page | 37
B. Operations Department

Our operations department is consisted mainly of services that
provide care and satisfaction
to meet the needs of our customers. It is also hierarchical in
nature except with the
relationship of the medical secretary which is indirect.
JOB DESCRIPTIONS- OPERATIONS DEPARTMENT
Position Responsibilities Qualifications Quantity
Required
Director of
Care
• Provide leadership and
supervisory role in the
delivery of resident care
services
• Monitor the day-to-day needs
of each resident of Harmony
Home Care through periodic
health assessments.
• Assess, implement, and
review individual health and
wellness needs of residents.

• Works with various external
and internal stakeholders
• Registered Nurse with
current certificate with
BCCNP
• Managerial experience,
preferably 3 years
management experience in
long-term care facility.
• Post-RN education,
certification, or degree in
nursing - preference is BScN
and further education in
gerontology and/ or nursing
administration/
management is preferred
1
(FT)
Medical
Secretary
• Perform secretarial and
administrative duties
• Receive, screen, and admit
clients
• Graduate of any Secretarial
Program
• Completion of recognized

course in medical
transcription
1
(Casual)
Director of
Care
Recreational
Coordinator
Day Program
Wellness and
Fitness
Program
RN
LPN
HCA
Dietary
Director
Cooks
Food Servers
Housekeeping
Director
Housekeeping
and Laundry

Head of
Security
Guards
Transportation Maintenance
Medical
Secretary
Page | 38
• Assist director of care in
checking eligibility
• Opening initial patient chart
Registered
Nurse
• Under the general direction of
the Director of Care or
designate, this position is
responsible for assessing,
coordinating, supervising,
administering, and evaluating
resident care in the assigned
area.
• Ensures development,
implementation, and ongoing

administration of resident
care by utilizing the nursing
process, critical thinking,
problem-solving and decision-
making skills.
• Provides clinical leadership
particularly in complex or
unpredictable situations and
provides supervision to the
LPNs and HCAs in the
assigned area.
• Registered Nurse with
BCCNP.
• Previous residential care
experience preferred and a
genuine interest in working
with the elderly and
chronically ill is required.
• First aid certificate
• Can speak any Asian
Language
4
(FT)
Licensed
Practical Nurse
• Provides nursing care to

residents in collaboration
with Registered Nurse.
• Participate in planning,
implementation, and
evaluation of nursing care
plans for residents.
• Perform resident care
procedures in accordance
with LPN scope of practice.
• Monitor vital signs, intake,
and output.
• Administers medication as
prescribed.
• Documents all aspect of care
and completion of report as
required by the facility.
• Registered LPN with
BCCNP.
• Previous residential care
experience preferred and a
genuine interest in working
with the elderly and
chronically ill is required
Language

5
(FT)
Health Care
Assistant
• Assist clients with ambulation,
feeding, bathing, and
grooming
• Consult with care manager on
activities, needs and problems
related to client care
• Utilize observation skills to
note changes in client's
condition
• Health Care Aide
certification
• Long Term Care experience
preferred
• WHIMS
• Food Safe
21
(FT)

Page | 39
• Encourage participation in
activity programs by assisting
clients
• Provide emotional and social
support to clients/families
including palliative care
• Adhere to policies and
procedures regarding quality
assurance, fire, safety, and
environment
• Patient centered care
Non-violence crisis
intervention
Language
Recreation
Coordinator
• Develop, coordinate, and
evaluate meaningful
programs and services to
meet the social, physical,
intellectual, emotional,
vocational, and spiritual
needs.

• Assist in maintaining a safe
and secure environment for
the residents, visitors, and
other staff members as well
as a pleasant, creative, and
non-threatening environment
for recreational activities
• Recruit and supervise Activity
Aides, community resources
and volunteers and Drivers (if
applicable) including
orientation, training, and
development requirements;
• Ensure a high level of resident
engagement.
• A degree from a post-
secondary education
program relating to
recreation, gerontology,
social work, or equivalent
related experience
• One to three years of
related experience ideally
in a retirement, long term
care or health care
environment
• A valid driver’s license or be
willing to upgrade to the
required license

1
(FT)
Physiotherapist • Observe clients’ issues and
analyze what exercise is
needed
• Use special techniques to
move clients’ body, provide
therapeutic exercise and
massage
• Create calm and relaxing
atmosphere for clients
• Diploma in Physiotherapy
• Registered Physiotherapist
In BC
• Knows how to speak any
Asian Language is an asset
4
(FT)
Occupational
Therapist
• Provides exceptional Group
Fitness classes, programs, and
service to meet the diverse
needs of the clients
• Works towards the fulfillment

of clients’ goals as outlined on
assessment
• Degree in Occupational
Therapy
• Registered in College of
Occupational Therapist in
BC
• Knows how to speak any
Asian Language is an asset.
2
(FT)
Page | 40
• Provide fall prevention
education as directed by
coordinator
Hair Stylist • Cut, shape and trim client’s
hair
• Wash, blow dry and style
client’s hair
• Maintain personal hair
station, including sweeping up
hair

• Diploma/ Certificate in
Cosmetology
2
(PT)
Housekeeping
Director
• Supervise the housekeeping
staff and ensure that the staff
maintains high standards of
room cleanliness.
• Train the housekeeping staff
in proper procedures to
follow, policies, and job
safety.
• Handle administrative tasks
such as generating staff work
schedules, ordering cleaning
supplies, and managing the
housekeeping budget.
• Monitor the work of
housekeepers, inspect rooms,
and investigate customer
complaints.
• Grade 10 or equivalent
combination of education
or training
• WHIMIS Certified required

• Previous Housekeeping
Supervisor experience
1
(FT)
Housekeeping
and Laundry
Staff
• Changing and washing linens.
• Clean an disinfect bathrooms,
mirrors, and replenishing
washroom supplies.
• Floor cleaning which includes
sweeping and mopping.
• Emptying trashcans and
cleaning air vents.
• Grade 10 or equivalent
combination of education
or training
• WHIMIS Certified required
6
(FT)
Maintenance • Perform minor fixes
• Install necessary appliances
and equipment as needed

• Check control panels and
electrical wirings
• Maintain grounds, including
garden and yard upkeep,
trimming, edging, mowing
lawn and collecting trash.
• Complete regular
maintenance tasks
• Minimum grade 12
graduation or equivalent
• 1-year related experience
2
(FT)
Cooks • Preparing foods according to
recipes, mixing ingredients as
directed by Supervisor or
Manager.
• Graduate from a recognized
program in quantity
cooking
4
(FT)

Page | 41
• Planning cooking schedules to
have food ready on time and
to minimize time between
completion of cooking and
serving.
• Testing cooked food by taste
to determine if properly
cooked and seasoned.
• One-year related
experience
• WHMIS, Food Safe
General Food
Service Worker
• Provide dining services to all
residents and guests.
• Wash pots, dishes.
• Dining room and cafeteria
duties such as sweeping,
mopping, and recycling.
• Food Handling Certificate
• Smart Serve or other
approved alcohol service

certificate
• 1-year experience in a
variety of dining
environments
5
(FT)
Head of
Security
• Maintain continuity of
operations, and safeguard the
organization
• Direct the guards in
identifying, developing,
implementing, and
maintaining security
processes, practices, and
policies throughout the
organization
• Diploma in Emergency and
Security Management
1
(FT)
Security
Guards
• Ensures safety of the
residents, staff, and guests

• Minimum grade 12
graduation or equivalent
• OFA Level 1 First Aid
• CPR Level C.
• BC Security Guard License
• Unrestricted Class 5 driver’s
license
6
(FT)
Driver • Conduct pre-and post-trip
inspections to ensure proper
operating condition of vehicle
and onboard equipment.
• Pick up clients on time and
delivering them to their
destination safely and within
reasonable period
Ensuring the safety of all
passengers by use of
appropriate on-board
restraints for wheelchairs and
other mobility aids
• Must have unrestricted
Class 5 driver’s license.
3
(FT)

Page | 42
Our manpower and labor are always monitored and updated for
contingency in case of
short staffing. We ensure that proper staffing and allocation of
personnel are highly
implemented to avoid delay in the operations. Our scheduling
system should be fully
functioning and must abide with the require number of persons
for every operation. Our
daily operations should meet the set opening time and closing
time. Time of operations
varies depends on the location and department are operating.
Below are the different 24/7 schedules of each department.
ADMINISTRATIVE DEPARTMENT
Job Title Mon Tues Wed Thurs Fri Sat Sun
Finance
Director
09:00am
05:00pm
09:00am
05:00pm

09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Accountant
Assistant
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Human Resource
Manager
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm

09:00am
05:00pm
09:00am
05:00pm
Marketing Manager 09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Director of Care 09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
HEALTH CARE DEPARTMENT

Job Title Quantity Mon Tues Wed Thurs Fri Sat Sun
AM Shift (07:00am- 03:00pm)
Team A
RN 2 8H 8H 8H 8H 8H
LPN 2 8H 8H 8H 8H 8H
HCA 10 8H 8H 8H 8H 8H
Team B
RN 2 8H 8H
LPN 2 8H 8H
WORKFORCE SCHEDULING
Page | 43
HCA 10 8H 8H
Total: RN=2 LPN=2 HCA=10
PM Shift (03:00pm- 11:00pm)
Team A

RN 1 8H 8H 8H 8H 8H
HCA 8 8H 8H 8H 8H 8H
Team B
RN 1 8H 8H
LPN 2 8H 8H
HCA 8 8H 8H
Night Shift (11:00pm-07:00am)
Team A
RN 1 8H 8H 8H 8H 8H
HCA 3 8H 8H 8H 8H 8H
Team B
RN 1 8H 8H
LPN 1 8H 8H
HCA 3 8H 8H

Comments:
• Employees are grouped as Team A and Team B to be able to
cover the unit for off and vacation leave.
• 30minutes break daily
DIETARY AND KITCHEN DEPARTMENT
Dietary
Director 1
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Cook A (am)
2
06:00am
02:00pm

06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm
Page | 44
Cook B (am)
2
06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm

06:00am
02:00pm
Cook A(pm)
2
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
Cook B (pm)
2
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm

02:00pm
10:00pm
General
Servers A
(am)
3
06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm
General
Servers B
(am)
3
06:00am
02:00pm
06:00am

02:00pm
06:00am
02:00pm
06:00am
02:00pm
06:00am
02:00pm
General
Servers A
(pm)
2
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
General
Servers B

(pm)
2
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
02:00pm
10:00pm
Total: AM Shift: Cooks=2, General Servers=3 PM Shift:
Cooks=2, General Servers=2
Comments:
HOUSEKEEPING, MAINTENANCE, LAUNDRY
DEPARTMENT

Housekeeping
Supervisor
1
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Housekeeper A
(am)
2
07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm

07:00am
03:00pm
Housekeeper B
(am)
2
07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
Housekeeper A
(pm) 1
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm

11:00pm
03:00pm
11:00pm
Page | 45
Housekeeper B
(pm)
1
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
Housekeeper A
(night)
1

11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
Housekeeper B
(night)
1
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
Laundry Staff

2
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Maintenance
2
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm

Total: Housekeeping: AM Shift=2 PM Shift=1 Night Shift=1
Comments:
WELLNESS AND FITNESS PROGRAM
Recreational Coordinator 1 09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Hair Stylist 2 09:00am
05:00pm

09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Massage Therapist 4 09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Fitness Instructor 2 09:00am
05:00pm
09:00am
05:00pm
09:00am

05:00pm
09:00am
05:00pm
09:00am
05:00pm
Page | 46
Legend:
Day Off
SECURITY AND TRANSPORTATION
Head of Security 1 09:00am

05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Security Guards A (am) 3 07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
Security Guards B (am) 3 07:00am
03:00pm
07:00am
03:00pm

07:00am
03:00pm
07:00am
03:00pm
07:00am
03:00pm
Security Guards A (pm) 2 03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
Security Guards B (pm) 2 03:00pm
11:00pm
03:00pm
11:00pm
03:00pm
11:00pm
03:00pm

11:00pm
03:00pm
11:00pm
Security Guards A (night) 1 11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
Security Guards B (night) 1 11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am
11:00pm
07:00am

Driver 3 09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
09:00am
05:00pm
Total: Security Guards: AM Shift=3 PM Shift=2 Night Shift=1
Comments:
Page | 47
Harmony Home Care is designed to accommodate our seniors as
convenient and quickly as
possible during the registration and admission process. We
maintain and sustain zero

occurrence of production wastes such as prolonged waiting
time, delayed assessment,
improper care distribution and client assignment, and queuing
admission. Thus, we are
increasing customer satisfaction and company’s profit.
In order to deliver an efficient and effective operation process
on admission, we develop
capacity management initiatives which includes strategic
capacity planning, implementing
capacity strategies, and identifying of capacity limitations.
A. Strategic Capacity Planning
Our strategic capacity planning considers our available
resources and the timing dimensions
in terms of short term, medium term, and long term.
Short term: As a short-range planning, our company should
maintain the adequacy of our
current resources such as availability of electronic database
record, computers, human
resources, and other equipment and combine these with
standardized time allocation. We
ensure that our daily resources and staffing meet the required
amount and time to maintain
the capacity flexibility.
During our admission process flow, internal resources, on duty
RNs, Medical
Transcriptionist, Dietician, and Physicians should be properly
scheduled and manned. Also,
decision processes such as room assignment, meal to be served,
medication outsourcing,
and recreational scheduling should be readily available to be
provided to our residents.
Medium Term: In our medium-term planning, we must focus on

our costumer awareness
and client-centered services operations to enhance our demand
and increase our revenues
and cash flows. Our medium-term planning is to focus on the
production and operations in
monthly and weekly basis to sustain workload flexibility.
In the course of admission process, we ensure that there will be
available casuals and part-
time for the whole monthly schedule. They will serve as
additional staff in-case of high
demand and contingencies for unforeseeable short-staffing.
Managing adequate number of
employees to lighten the workload will lead to low workload
capacity. Residents will be
accommodated well producing high customer satisfaction. We
sustain the functionality of
our all our equipment by weekly and monthly inspection and
quality check. In-case of any
defects and discrepancies detection, exchange and repair of such
supply or equipment can
be executed immediately.
Long term: For our long-term planning, we focused on the
employees’ performance and
resources utilization in a quarterly evaluation and inventory.
Also, we anticipate future
CAPACITY PLANNING AND IDENTIFICATION OF
CAPCITY LIMITATIONS
Page | 48

needs for improvement on our production and services’
operations by expanding the
capacity and eradicating production wastes.
We ensure that our employees are updated by providing
training, seminars, and workshops.
Their internal strengths such as high skills and sufficient
knowledge will create more
personal and performance capacity to the operations.
Our strategic planning can be summarized as shown in the table
below.
Time Horizon
Short Medium Long
Demand
Levels
Low Daily scheduling and
inventory
Costumer
awareness and
service promotion
Staff performance
evaluation and
resource utilization
Moderate Inspection of supplies
and equipment and

anticipated short-
staffing
Process and staff
flexibility
Providing professional
and personal growth
High Adequate and
additional staffing and
supplies for daily
operations
Casuals and part-
time staff
availability and
pooling
Expanding personal
and performance
capacity.
Prevention if
operation wastes
B. Capacity Strategies
Harmony Home Care develop capacity strategies at an
individual, department, and
organization level. Each level of capacity must be strengthened
using action plan. At an
individual level, we focused on our employees’ training, well-
being, satisfaction, and
incentives to increase their personal and performance capacity.
At the departmental level,

our efforts are focused on job enrichment and job rotation
initiatives to enhance capacity
flexibility for each department. Also, we ensure effectiveness of
information flows to
elevate systems capacity. Finally, at an organizational level, we
are targeting on waste
reduction, operation diversity and flexibility, and capital
equipment.
Page | 49
These strategies can be summarized as shown in the table
below.
Strategy
Level
Individual • Train employees on customer service, safety, and
quality
healthcare
• Provide incentives and appropriate compensation
• Promote work-life balance

Department • Job rotation and job enrichment to achieve staffs’
flexibility capacity
• Proper dissemination of information and line of
communication
Organization • Release capacity through waste reduction
• Capital equipment acquisition
• Flexible operations
• Achieve diversity of operations and services
C. Identification of Capacity Limitations
After formulating the strategic capacity planning and
developing capacity strategies, we
have identified the capacity of our multiple flow units of our
operations. Determining the
capacity of each flow units will show whose operation has a
limited capacity which can
reduce our production.
Capacity= m/activity time or units per minute where in m= the
number of resources.
Flowrate= minimum demand/time required
Implied Utilization=demand / capacity (Can very well exceed
100%)
Utilization = flowrate / capacity (between 0% - 100%)

Page | 50
Process
Minimum
Demand
Resources needed by
service
Time
required
Capacity/
minute
Flowrate
Implied
Utilization

Utilization
Patient
registration
2 residents
1 Medical Secretary
1 computer
30
minutes
0.033 0.067 61% 2%
Admission
2 residents
1 admitting officer
1 computer
120
minutes
0.008 0.167 250% 21%
Room assignment
2 residents
1 case managers (RN)
25 Available rooms
per care need
category

15
minutes
0.067 0.133 30% 2%
Initial assessment
by RN
2 residents
1RNs
2 LPNs
45
minutes
0.067 0.044 30% 1%
Initial Assessment
by physician
2 residents
1 physician
2 Medical Secretary
2 computers
45
minutes
0.067 0.044 30% 1%
Contacting family
doctor
1 resident

1 physician
1 computer
60
minutes
0.017 0.016 58% 0.09%
Medication
reconciliation
1 resident
1 RN
2LPNs
30
minutes
0.100 0.033 10% 0.33%
Special Diet orders 1 resident 1 dietitian
30
minutes
0.033 0.033 30% 1%
Routine exercise
preparation
1 resident
1 Physical therapist
1 occupational
therapist
60

minutes
0.033 0.016 30% 0.48%
Medication
outsourcing
1 resident 1 LPNs
60
minutes
0.017 0.016 58% 1%
Dietitian
Consultation
2 residents 1 dietitian
60
minutes
0.017 0.033 118% 2%
Recreational
Scheduling
2 residents
1 recreational
coordinator
90
minutes
0.011 0.022 182% 2%
Meal Preparation 4 residents
4 cooks

3 cooking units
60
minutes
0.067 0.067 60% 1%
Table 2. Capacity Design of Admission Operation
Page | 51

Figure 16. Admission Flow Operation and its Bottleneck
The illustration above shows the multiple flow units of our
admission process flow. It
showed that the bottleneck process during the entire admission
operation is the admission
flow unit with time required of 120 minutes. Analyzing the
behavior of our operations and
our workforce, we have identified that the operation with
highest implied utilization
indicates the bottleneck process step.
It was found out that the Admission Operation (step 2) is the
bottleneck with the implied
utilization of 250%, time required of 120 minutes, and a
capacity of 0.008 per minute. To
manage the process flow unit with the limited capacity
(bottleneck), our company have
implemented initiatives to improve the capacity. This can be
done by increasing the number
of workforces, improving the skills, and expanding the
resources.

Page | 52
Inventory control is utilized to maintain the right balance of
stock in our storage and
ensures that we have enough product on hand to meet the
demand. The key to proper
stock control is to have a deeper understanding of customer
demand for our product. The
main purpose of this is to maintain inventory at an appropriate
level. this will avoid surplus
and shortages of supplies (refer to Table 2).
Initially, we use a manual inventory system. This is for the
following reasons:
1. Spending high costs of automatic inventory for only a few
supplies is not practical.
2. Manual checking for a small number of supplies is beneficial
for better controlling
since it is easier to inspect and repurchasing items.
3. Manual inspection is useful and significant for certain items
such as produce items
(green leafy vegetables, fruits, and salads etc.) to check for
freshness and expiration.
Our inventory quantities are especially based on having at least
20 clients for the first four
weeks of our business. We expect that our kitchen inventory’s
turnover will be 6-8 times
monthly.

Since our company is composed of different departments, each
department is held
responsible for its inventory management. A decentralized
purchasing approach is utilized
to analyze the turnover cycles that will help in setting an
automatic inventory system in the
future.
INVENTORY CONTROL
Page | 53

Inventory type Item Quantity Supplier
Food and dietary
Milk 18 Gallons/week
Local shop- Costco
save on foods
Michael's artisan Bakery
Bread 25 packs/week
Mixed nuts 7 boxes/week
pasta 30 boxes/week
Cereals and oat meal 15 boxes/week
Fruits 12kg/week
Rice/Quinoa 2 bags/week
Leafy Greens 13 kg/week
Banana 150/week
Chicken /Fish 20 pound/week
Olive oil 2 gallons/week
Bedding

Bedsheets 75
All Modern
Bed & bath beyond
wayfair.ca
Linens 75
Pillows 30
Duvet 50
Duvet covers 70
Mattress 50
Mattress pads 70
Blankets 25
Bath and beauty
Salon Products
West coast beauty
Amazon business
Beauty depot
Shampoo and conditioners 30
Shower gels 30
Facial soaps 25

Cleaning and maintenance
Detergent 2 cases
Duplex
Nexday supplies
Coast cleaning supplies
Degreaser 1 case
Stain Remover 2 case
sanitizer 5 cases
Dryer sheets 1 case
All-purpose cleaner 3 cases
Oven Cleaner 2 cases
baking soda 5 boxes
Scrubbing Sponges 20 packs
Toilet cleaner 10 cases
Glass cleaner 10 cases
Cleaning aprons 20
Microfiber scrub pads 10 packs
Floor cleaner 3 case
duster 10

laundry bags 5 packs
Gloves 2 case
Medical
Syringe and needles 50
Regency medical supplies
Pharmaceutical direct
Medicine Cups 50
Inhalers 5
Towels 25
Compartment Trays 7
Alcohol pads 5 boxes
Gloves 20 boxes
Cotton balls 10 packs
First aid kits 15
Thermometer 10
Table 3. Inventory of Supplies

Page | 54
Managing our supply chain is vital to our business as it
increases competitiveness and
customer satisfaction. The supply chain dedicates and provides
services or products to our
customers. The supply chain is the supply of parts goods,
materials, personnel, services
needed in a timely and effective manner.
The Supply chain design service industry requires a great deal
of focus on responsiveness,
efficiency and control as an ability to get closer to the
customers.
We will follow a typical supply chain model in our service
business. The selection of
suppliers is based on the reviews and reputation and we have
identified valuable suppliers
including online retailers for outsourced materials and
equipment to be used for services.
To increase efficiency and effectiveness, we utilized a
decentralized purchasing approach.
Supply Chain Model
Figure 17. Supply Chain Model

SUPPLY CHAIN
Page | 55
Tracking quality is a challenging process but attainable. This is
the only key to our
customer’s satisfaction. To excel in both we are paying special
attention to every possible
inspection point. We are clear with our standards regarding
quality and are committed to
providing something extra every time. We know care service is
less about qualification than
is about attitude. Safety, dignity, respect, choice, comfort,
freedom of expression, being
valued are essential to the quality of life and that all you will
find at our place. At Harmony
care home, we offer both products as well as services to our
clients. Thus, we need to
measure the quality of our inputs (services, equipment used,
groceries etc.), intermediary
processes (attitude of our staff, how they perform their duties,
food preparation etc.) and
output (customer satisfaction). To ensure the quality of products
being used in all services
we choose personalized checkpoints (kitchen staff responsible
for using fresh ingredients in
the preparation of foods).

Our Key Performance Measurement will help us to be on track
and evaluate the differences
between the expected and actual levels of our performance
overall. But there are some
further steps to maintain quality:
Individual and management training programs: we will set
regular training schedules for all
employees to ensure that each employee understands and
practice the same desired code
of conduct at facilities and those who are performing
exceptionally good are rewarded and
appreciated to motivate the staff. Employees in leading
positions will be given special HR
training so that they can establish great team leaders and
eventually support and help
others to move towards organizational goals.
Strive for continuous improvements: Using a Team Approach
every worker will be made
responsible and answerable for his or her work, action or
behaviour in an effort of
continuous improvement.
Technological advancement: In long-run, we are ready to use an
automatic inventory
system to avoid any human errors. Apart from this, technology
will be our main channel to
join society outside and to inform them about our services.
Open feedback and fair treatment: feedback can be proved as a
guiding resource for the
growth of our organization. We are always open to any
suggestions from our customers or
employees and ready to improve learning from our mistakes and
we ensure the unbiased

treatment of any issue arose anytime to improve the general
environment.
Empowerment of employees: empowering employees means
they can act and make
decisions within our organization. It shows a sense of trust and
understanding. employees
feel a sense of belongingness. Thus, act responsibly toward
organizational goals.
QUALITY
Page | 56
Our Key Performance Measurements (KPM) are well
documented, discussed, and compared
on a weekly basis to identify the effectiveness of each
operations and to determine any
variances in terms of schedule, budget, scope, quality, and
resources.
A. Process KPI:
Providing and delivering high quality service both medical and
nonmedical and ensuring the
satisfaction of the customers and employees are the core of
Harmony Home Care.
Our daily operations which includes daily health services,

emergency, medication
administration, appointments, transportation, and outdoor
activities met all the standards
of safety, quality check, effectiveness, and efficiency. These are
continuously monitored and
analyzed in case of failure and for improvement to meet the
customers’ requirements and
demands. There is zero incident of sentinel events, accidents,
and occurrence of health
compromise among our residents and employees through strictly
abiding the companies’
protocol, guidelines, and policies.
Our business utilized cost-benefit analysis, capacity
management, and resource utilization.
This measures the effectivity and productivity of business’
operation process.
• Resource Utilization
Resource Utilization is used to measure the performance of each
people in the
allocation of their time during the whole process and
operations.
• Cost-Benefit Analysis
The cost-benefit Analysis is utilized to analyze decisions,
systems, and determine the
value of intangible, tangible, direct/indirect, and actual cost.
Activities that include
cost-benefit analysis are developing benchmarks for comparing
operations, deciding
whether to pursue a process, evaluating new hires and
resources, weighing
investment opportunities, assessing change initiatives, and

quantifying effects on the
management and labor.
B. Input KPI:
Ensuring and sustaining our financial resources is one of our
foundations. Harmony Home
Care ensures that all financial resources (internal/external) are
feasible and achievable.
Financial allocation, cost of production, and cost for services
met the agreed budget with
zero inventory of underbudget and overbudget. Allocation
includes training for the staff,
accreditation, quality of raw materials, and research and
development for further
improvement. Our daily operations and process actual cost
should not exceed with the
budget cost. All the items should be listed and prioritized based
on hierarchy of needs.
KEY PERFORMANCE
MEASUREMENTS
Page | 57
Personal expenses should also be tracked ensuring that the
budget was spent is under the
budget estimates

Our assets and resources invested in or used to generate
business result is measured by the
cost variance and Cost Performance Index.
• Cost Variance
The Cost Variance (CV)is utilized to determine the difference
between the planned
value and actual value.
Cost Variance (CV)= Earned Value (EV) – Actual Value (AV)
• Cost Performance Index
Cost Performance Index (CPI) is used to measure the financial
effectiveness and
efficiency of the operations and processes. It shows the amount
of completed work
for every unit cost spent.
Cost Performance Index (CPI)= Earned Value (EV) / Actual
Value (AV)
C. Leading KPI:
Our operations’ schedule and scope are measured and
continuously monitored for
effectiveness. This is also one of our backbones to ensure the
success of our business. All
the operations, and services and goods to be offered are within
the agreed and set
schedules. Schedules should be kept tight, meet every
processes’ deadlines, and ensure
that there will be no delays and limited capacity (i.e.

Bottleneck) for the whole process
chain. Our company should continuously track all the schedules,
prevent possible delays,
and minimize the occurrence of schedule risks without
compromising the quality or the
safety of everyone involved in the operations.
All the activities’ timelines that have a significant impact on
our future processes’
performance, capacity, utilization, and effectivity are measured
by Schedule Performance
Index.
• Schedule Performance Index
Schedule Performance Index (SPI) is utilized to measure the gap
of the project before
its completion in relation to the planned schedule. It is
calculated by dividing the
budgeted cost of work performed (earned value) by the planned
value.
Schedule Performance Index (SPI)= Earned Value (EV) /
Planned Value (PV)
Page | 58
D. Success Measurements:

• Record a 70% increase in residents’ satisfaction, safety, and
health within 6 months
period.
• Increase of employees’ satisfaction rate by 40% and their
performance rate by 30%
• 30% increase in residents’ admission rate within a 1-year
period
• Reduce drug administration error and work-related injuries by
95%
• Reduce documentation error by 80%
• Increase in compliance to safety and infection reduction
standards by 95%
• Reduce admission processing time to 60%
• Increase profit by 20% and ROI by 30% after 2 years

Page | 59
Risks in operations management are characterized as a constant
cyclic procedure that
incorporates risk assessment, risk decision making, and usage of
risk control, which brings
about acknowledgement, mitigation, or avoiding the risk.
Operational risk management is
the oversight of operational hazards, including the risk of
misfortune coming due to
deficient or failed internal steps or processes and frameworks;
human elements; or outside
occasions. In contrast to other kinds of risks (market risk, credit

risk and so on.). risk
planning helps to reduce the chances of any kind of failure in
the operation and helps gain
profit.
A. Risk Assessment
RISKS PROBABILITY IMPACT OVERALL
Labor shortage Low to Medium
High
High
Political or Governmental changes Low to Medium High High
Equipment failure Medium Medium High
Supplier bankruptcy Medium High High
Late supplies of resources Low Medium High
Making wrong estimation of cost and resources Low Medium
Medium
Team miscommunication Low Low Medium
Shortage of products and resources Low Medium Medium
Miscommunication with the customer Low Medium Medium

Technological risks Low Medium Medium
Unsanitary conditions (improper cleaning of rooms etc.) Low
Medium Medium
Unable to perform procedure as taught Low Low Low
Scheduling shifts Low Low Low
Unfavorable weather conditions Low Low Low
RISK IN OPERATIONS
MANAGEMENT
Page | 60
B. CONTINGENCY PLANS
Contingency plan every risk that was identified, the contingency
plan is established. The
following are our contingency plans and interventions:
1. Governmental changes
In case of a change in the government, the new government may
decide not to provide

funds for the project for some time. This would eventually lead
to the slow down of the
business as supplies may slow down due to low funds. In such
cases, the operations
manager or the team would dictate the resources in such a way
that the business stays on
schedule and does not slow down. Change in the government
may also lead to increase or
decrease of taxes on the organization, New government formed
may impose higher taxes
on our organization and might lower the taxes for others, so to
be prepared for a situation
like this we will stay up-to-date since changes in the interest
rate can affect the demands of
the company.
2. Labour shortage
Labour shortage can be due to several reasons. A company
might face labour shortage
when they are only hiring skilled workers and ignoring other
people who are passionate
about the job but are not that skilled etc. Considering such cases
we are going to have 3 to 4
hiring events in which we will give our first preference to
skilled people who have better
knowledge or are more familiar to our business but we will also
pay attention to other
people who seem to us are truly passionate and are willing to
put their all efforts into the
business. Since jobs which pay high are more luring to the
candidates, so to attract several
workers to our business we will offer higher wages and better
benefits to our workers. We

are going to ask the employees who are currently working with
us to spread the word
whenever we are hiring. We will ask them to put the ads on
their social media about job
positions that we have open.
3. Equipment failure
Most of the time the way we expect things to work they do not
work that way. The risk for
equipment failure could be present in numerous ways.
Companies from where we buy our
pieces of equipment may seem very promising to use in the
advertisements or when we
research them online. In such cases, we should take reviews
from other associations,
companies or organizations who bought equipment from those
companies earlier and have
better information about them. While buying equipment or
machines we should do the
research for multiple companies selling those machines or
equipment, ask others about
their experience with those companies and then buy equipment
from them. Organizations
should also have some backup alternatives just in case if one
company fails to fulfill their
promises then the organization would be able to switch to some
other company right away.
Page | 61

4. Supplier bankruptcy
There might be such cases where a supplier might go bankrupt
due to any reason. In a
situation like this, an organization or a company should do
additional research about the
supplier about their history, their reputation in the society,
financial strength, their
reliability, whether it provides a good service etc. Check the
supplier’s online rating and
opinions of people about that supplier. Organizations should
also contact the supplier’s
previous major customers and see their reviews about the
supplier.
Organizations could even switch their supplier in case if their
previous supplier is not doing
well. The switching supplier even helps the organization to
decide which supplier is good for
the organization in the long term. Organizations may even keep
backup suppliers in such
cases but organizations should make sure that their backup
suppliers have complete
knowledge of their business.
5. Late supplies of resources
There are such cases where supplies get delayed due to some
reason and that might be due
to the harsh weather condition or lack of responsiveness of the
supplier etc. In such cases,
these companies or organizations should regularly go through or

check the weather
forecast so that they know if they are going to face some
problem and should ask the
supplier to supply the resources before their fixed time or date.
Moreover, while selecting a
supplier we should check their reviews and ratings from their
other customers. The
company should even do additional research about their records,
how responsible are they
etc. Organizations should offer suppliers a good amount of
money to receive a good service
from them.
Page | 62
A. Suppliers
Management of supplies will be important because it is hard to
find a good supplier,
moreover, a list of suppliers with the best ratings is limited.
Other than this, the supplier is a
requirement of every business since it is hard to run a business
without a supplier because it
is difficult to get everything a business needs from the very
beginning. It is even more
important to fulfill customer’s demands on time to maintain the
company’s reputation and

for the growth of the organization. Since strategic partnership
plays a key role in any
organization so the supplier and the organization must have a
good commercial relationship
between them. While choosing a supplier an organization should
focus on whether the
supplier is reliable, provides a good quality service, financial
strength, flexibility, its
reputation in the market etc.
B. Packaging
Packaging plays an important role in the marketing of the
product or service. In some cases,
the color and design of a package affect the behavior of the
customer as these things may
attract the customer’s attention to the product. Packaging of a
product has various features
that have a great effect on the customer such as color, design,
exposure of the brand name,
added value etc. Packaging influences 70% of the customer’s
decision of buying a product or
service. The packaging design of the product or service decides
whether the customer will
buy the product or not. Packaging also protects the product from
getting damaged due to
any reason whether that is any human error, environmental
issues, any breakdown or
catching dust etc.
C. Seasonality
Seasonality cannot be ignored by any kind of business or
organization even if the
organization feels that seasonality is of no interest, but the

services are still affected by
seasonality. Seasonality plays a crucial role in any business.
Seasonality is one of the reasons
why an increase or decrease in sales is not explained.
Seasonality is a natural process and is
the aspect of a business or organization which cannot be
avoided at any cost. Consideration
of seasonal changes is very important for making a good
understanding of business, for
example, the demands of customers usually go high in the
holiday season etc. A better
understanding of seasonality provides a hint to the business
owner of what factors can and
cannot be controlled, in such conditions an organization will be
able to allocate resources
and money where they could make a difference.
OTHER ISSUES
Page | 63
D. Government regulations
Government regulations may affect business in several ways and
are very important to be
considered in order not to disobey any law or regulation. There

are several policies and
regulations implemented by the government to be a guide for
any kind of business or
organization. One of them is the basic pay given to the
employees working for the
organization and keeping some other policies in mind which
could affect the business but
not directly. In case if there is a shipment of any product or
equipment required by the
organization is going to shipped according to the regulations
and laws of which country
which is going to receive them. Politically stable countries tend
to make decisions that are
more business-friendly that helps in the growth of the business
and attract foreign
investors. Interest rates are also influenced by the policies
created by the government. The
rise in the interest rates eventually leads to the borrowing of the
money from the
government and leads to the low spending of the consumer.
E. Environment
Several businesses depend on the environment; hence
environment is the other important
factor that may affect any business. A business that contributes
more to the protection of
natural resources is favored more by the consumers. Because of
consumers expanding
natural mindfulness, eco-naming, ecologically agreeable items
and green bundling are huge
movers in the market. Most of the business are now using eco-
friendly practices to increase
their operating efficiency. These practices include consideration
of environmental

regulations, greenhouse gas emissions etc. and keeping in mind
the 3R’s (reuse, reduce and
recycle). The environment covers 5 areas which are the legal
environment, economic
environment, technological environment, social environment,
and political environment.
Assignment # 2 - 100 Marks available
Comprehensive Operations Plan
Group Assignment
Using the materials learned each week throughout this course,
create a comprehensive operations plan for the selected
scenario. Use the same scenario you selected for Assignment
01.
The written report must be completed to a highly professional
level which could be provided to business executives in any
major firm. Clarity, appearance, content, spelling and grammar
are all important aspects.
Where information is not provided you may make assumptions
based upon business logic. These assumptions must be listed in
your proposal under a separate page titled: Statement of
Assumptions. You must receive instructor approval of your
assumptions no later than Week 05.
The operations plan is to focus upon how the business will
operate on a daily basis. For this assignment assume that funds
are available to start up this business and that the firm has a
sales and marketing team in place. Your operations plan does
not need to include any financial analysis, strategic planning or

March 17, 2020 Leilani Estrella A01179344 Flo.docx

March 17, 2020 Leilani Estrella A01179344 Flo.docx

Recommended

Recommended

More Related Content

Similar to March 17, 2020 Leilani Estrella A01179344 Flo.docx

Similar to March 17, 2020 Leilani Estrella A01179344 Flo.docx (20)

More from gertrudebellgrove

More from gertrudebellgrove (20)

Recently uploaded

Recently uploaded (20)

March 17, 2020 Leilani Estrella A01179344 Flo.docx