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 …
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
competitive/marketing analysis.
Required Content
Your report must contain ALL of the following, in this order.
Note that depending upon the scenario you choose some issues
will be of a higher concern than others and will require further
details.
1. Identification of the Customer and what they specifically
Value from the firm
2. Scope of the business- what is included and what is not
included and why
3. Nature of the business: VALUE it provides to its customers –
be very specific – this is the intrinsic value
4. Mission Statement of the firm
5. Products and/or services offered – full description and design
of each
6. Forecast of Demand for products or services for next 12
months – forecasting method and how it will be monitored
7. Process flow of the operation- show diagram and explain
fully
8. Business layout – show layout diagram and explain why laid
out this way and how this layout improves operations efficiency
9. Identification of any equipment required to carry out the
business
10. Staffing requirements –organizational structure of the
operations
11. Work Systems to be employed within the business – work

design & who will carry out the work and how will they do it
(job descriptions each operations role)
12. Workforce scheduling and control over processes/work to be
performed – by activity. Show a typical weekly manpower
schedule for operations
13. Capacity planning and identification of capacity limitations
(bottleneck operations) for daily work activities – numerical
analysis of maximum daily productivity or efficiency attainable
14. Inventory control: specific items & quantities and materials
requirements
15. Supply Chain – list of suppliers and supply methods to be
used
16. Quality– explain how quality will be maintained through all
work processes/activities (inspection points)
17. Key Performance measurements (KPM) to measure success
of the operation
18. Operations Risk planning – thorough review of types of
risks, impact upon on operations and contingency plans to put in
place
19. Other issues important for your business; suppliers,
packaging, seasonality, government regulations, environment,
etc.
The report must begin with an Executive Summary followed by
the Statement of Assumptions, listing any assumptions you
make based upon the limited information presented in the
available business scenarios. Then each area discussed should
take into consideration your assumptions. Each category should
be based upon subject materials as presented within each week’s
class.
Report will include a title page followed by the Executive
summary, then a List of Assumptions (to be approved by the
Instructor) and then the body of the report.
Bibliography and references are not required.

Past typical reports have averaged anywhere from 35-45 pages
in length. Please note that it is the CONTENT of the report that
matters, not the length.
Important Note: Plagiarism, whether from external sources will
not be tolerated.
OPMT 1198 Assignment 02 – 2020 NET

March 17, 2020 Leilani Estrella A01179344 Flo.docx

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