Sales & Marketing Alignment: How to Synergize for Success
Abadh assignment
1. PRODUCTION AND OPERATIONS MANAGEMENT
SERVICE QUALITY AND QUALITY CONTROL OF
LOVE ELDERLY HOME CARE ORGANIZATION NEPAL
Abadh Ghimire
COURSE ASSIGNMENT OPTION B
CENTRIA UNIVERSITY OF APPLIED SCIENCES
MBA, International BusinessManagement
December 17, 2017
2. Tableof Contents
1.Introduction...........................................................................................................................................3
1.1 Facts about Nepal..............................................................................................................................3
1.2 Vision and Mission.............................................................................................................................4
1.3 Objectives.........................................................................................................................................4
1.4 Reasons for moving to the Elderly home care.....................................................................................4
1.5 Trends of aging in Nepal.....................................................................................................................5
2.Service Quality.......................................................................................................................................6
2.1 Service quality...................................................................................................................................6
2.2 Important of quality in an organization ..............................................................................................6
2.3 SWOT Analysis of elderly home care ..................................................................................................7
2.4 Organization Improvement................................................................................................................8
2.5 Results ..............................................................................................................................................8
3. Conclusions...........................................................................................................................................9
4. References..........................................................................................................................................11
3. 1.Introduction
This is a modern age. Everything should go in time and efficiently. Many things
should be focus on entering to the new market. Here it is not as we think. Everything
is difficult. Some are easy too. But we need to think very carefully before we enter
to the new market. We need to make plan that what are the steps, what can we do
to make the work effective and efficient. Here in this final assignment of the course
Production and Operation Management, I am going to choose a Demand forecasting
and service quality of an area for future career planning in an Elderly home care
Business sector in Nepal. As we know that Nepal is a poor and developing
countries. There is lack of Elderly home care in Nepal. There is one in the capital
city of Kathmandu, but it is not functioning well and giving the services what the
customers are expecting about.
Now a day, nursing home, elderly home care is growing day by day. Child and
grand children have not enough time to care of their parents and grandparents
especially in the condition of developed countries and the conditions of Developing
countries like Nepal, India, Pakistan, Bangladesh and other Asian countries. So, as
to build my future career, I am planning to establish the new business Elderly home
care in Nepal at Kathmandu the capital city of Nepal. Here, for the planning
development of the business, the consideration will have given to Demand
forecasting, Service quality, Marketing strategies, Factors for improving the
management and so on.
In the final assignment, I will focus on Introduction, Objectives, vision and mission,
Trends of aging in Nepal, and service quality, Important of quality to the
organization, focusing for improving the management, and conclusions and so on.
1.1 Facts about Nepal
Nepal ranks 157 out of 187 in the United Nations Human Development Index.
Almost 30% of total population of 30 million peoples are 60 or over.
One person is abroad from every five households.
It means that the parents and grand parents (elderly people) are depending upon their
child and grandchild’s.
4. Aging index: 30:20
Old age dependency ratio: 20:25 (source: Helpageinternational,2014)
1.2 Vision and Mission
The vision for the organization is to become the number one choice when it come
to elderly home facility in the whole Kathmandu valley Nepal with in the next 3
years.
The mission is to build an elderly home facility which will meet and fulfill the needs
of all the residents of our facility, we want to have a profitable and successfully
business.
1.3 Objectives
Financial objectives:
To raise adequate funding for start-up.
To raise adequate funding for start up
To fill all the rooms over 12 months
Non- Financial objectives
To provide adequate training, mentoring to our care giving staff
To provide skilled medical care
To provide warm, comfortable, safe and engaging home from up to 12 permanent
residents.
Provide residential care services targeting minor geriatric health and social
problems focusing on nursing care for elderly people.
Provide recreational facilities for social and mental peace for elderly people.
Create home environment responding daily needs that makes comfortable for
elderly people.
1.4 Reasons for moving to the Elderly home care
Concerns about the health.
Feels relax in home care.
Nothing to worries about. So, its safety.
Home care provides health delicious meals every day.
5. Concept of extended family changed to nuclear family.
Due to the business in job and studies, unable to take care of their parents and grand
parents so they need to move to elderly home care.
Good environment of social opportunities and extra activities.
Good facilities of transportation services.
Excellent services by well trained and professional’s nurses and doctors.
(Seniors Zen, 2013).
1.5 Trends of aging in Nepal
Source: Hom Nath Chalise, PHD
https://www.google.fi/search?q=trends+ageing+in+nepal&dcr=0&source=lnms&t
bm=isch&sa=X&ved=0ahUKEwjk7sKXh4_YAhUDQZoKHS8gB0EQ_AUICig
B&biw=1064&bih=514#imgrc=xxFNpuernR3xAM
Here we have a statistical data of aging in Nepal. The figure is shown in percentage.
Actually, I didn’t get any current data for aging in Nepal. So, I got only the data
having year up to 2011. As shown in the picture, 8.1 % are elderly people in 2011.
6. From this data we can assume that if 8.1 % are elderly people in 2011, then this is
2017 so, I guess around 20 to 30 % of total population 30 million in Nepal are elder
people. Many peoples were died due to lack of enough health care. So, my main
target is to be established an elderly home care in Nepal and giving them the quality
service and care to them.
2.Service Quality
2.1 Service quality
The services which are provided to the individual should improve their health and
fulfil their desires. The health care must be safe, effective, timely, efficient,
equitable and people centred.
Safe: Home care provides health care to the clients. It reduces the risk which harms
to service users.
Effective: It helps to provide services which are basically scientific based.
Timely: Always it provides the services in time without any delay for receiving
health care.
Efficient: It also helps to delivering health care in a effective way which maximizes
resource use and avoid waste.
Equitable: While delivering health care, it doesn’t differ to anyone. Just it behaves
equality to everyone clients. It provides the services equally.
People- centred: It also helps to inspire the clients of their culture and their
community. (world Health organization, 2017).
2.2 Important of quality in an organization
Customer Expectation: The customer expects to provide excellent services. If we
do not meet their needs, then they will find other alternatives and options. So, if
we make the customers satisfy, then they always follow us and expect something
better than we do.
Reputation: Quality effects our organizations reputation. Now a day, social media
is playing a vital role for developing the organization. There are so many social
networking sites, such as Facebook. Twitter, Instagram and so on. From these
people will know more about us and there will be high reputation of our
organization.
7. Meeting standards: Meeting standards is also the important part of quality. If we
sell products in regular market, such as health care, we must be able to deliver
the health and safety standard designed to protect customers. Quality control
plays an important role in meeting with these standards.
Costs: When the quality is bad or poor it increases costs. If do not have a effective
quality control system, then we need to test the product and service again which
is costly and wastage of time. Always customers are expecting the high quality
of service and products. So, costs are the important of quality. (Linton. L, 2017)
2.3 SWOT Analysis of elderly home care
Strengths
Good location
Uniqueness
Qualitative services (24 hrs)
Homely environment
Professional staffs
Weakness
New market
Financial condition
Culture
Opportunities
High demand
Increases number of ageing
Every other households are in foreign countries
Threats
Raise of competitors
Continuous marketing is required (resident may die)
Changes of government policies
2.4 Day Care service with recreational facilities
Day care services will be providing from 10 am to 4 pm for 6 working days.
Basic care includes like health monitoring, physical exercises, yoga and other
different recreational activities, that include listening to music, movies, games,
cooking, spiritual talks, bhajans.
8. The objective is to provide stimulus on to the clients who otherwise would have
stayed in relatively isolated in their respective homes.
This service would be especially beneficial to people who need day care in the
absence of family members.
Pick up and drop services will be provided for day care clients.
2.4 Organization Improvement
Factors to be focus when improving the organization on Quality control in Love
Elderly home care services are as follows:
Hire a qualified well-trained staffs and nurses who can handle the elderlies of care
and services.
Need to be understand the difficulties and problems of elderly’s health care needs.
Recover Incorporation with the Health service’s community-based programs and
between continuing supportive services and Health services which are available in
the comprehensive community. (Metropolitan Health and Aged care services, 2003).
Elderly-related health policies, physical environments of hospital, elderly-friendly
health manpower, encouragement, and other facilities and benefits should be
improved and developed. There are urgent needs to develop elderly-friendly hospital
policies and guidelines that focus an older people’s health benefits and friendly
services. (Risk management and health care policy, 2003, p.81-89). And for the better
improvement of the organization, it should focus on some marketing strategies too.
2.5 Results
According to the analysis of home care in Nepal, I have taken some points of Health
Home care which is situated at Kathmandu valley. 60-80 years are only 9 %. And
75 to 85 years are 75% and above 85 years are 16%. 40% of the residents they do
not have family care providers. Because everyone is outside. And other peoples have
family members but very difficult to manage proper care at home. Let’s say only 15
% of the residents do their work by themselves. Also 100 % of the residents have
some medical problems. Some have heart diseases (40%), Diabetes (35%),
Hypertension (70%), a so on. So, from this data is clear that it is very necessary to
have an elderly home care in Nepal. This health home care is not functioning well.
Or managing properly. So, our Love home care provides the excellent services to
9. the clients. We try to fulfil all the desires and needs of the clients. It has the high
demand in Nepal. From the results, it is clear that for providing the better and
excellent quality of services to the clients for making the life comfortable for this
elderly group of people, Quality elderly friendly service, well trained professionals
team is needed for the development.
3. Conclusions
Nepal is a landlocked country. It is in a south Asia between India and China. It is a
developing country. Out of the total population of 30 million, almost 9 % peoples
are elderly. as shown in the figure. Due to the lack of new publication of data I was
able to figure out only for 2011. Now from 2011 to 2017, The elderly peoples might
be approximately 20 to 30 %. In past decades, there were not any good hospitals,
and clinics or we can say difficult to have a medical service. Doctors and nurses are
not interested to go to the rural areas in a Nepal because there are no any facilities
like cities that we have now. So, due to the serious illness, peoples were getting
died. It is difficult to get treatment due to the lack of sufficient money.
Nepal is a Hindus country. Our culture is just to look up our parents. We must take
care of them. Our culture is live in a joint family. Now a day, one of the person
from every house are abroad for studies and jobs. So, they don’t have time to take
care of their parents and grandparents. So, their parents and grandparents are alone.
They are unable to do the work by themselves when they are old and sick. So,
thinking this into the mind, I was planning to establish an elderly home care at
Kathmandu city which has a population of 4 million. So, the name of the elderly
home care is love elderly home care. We will have the professionals, well trained
staffs and nurses. And doctors visit twice a day for general check-up. We offer an
excellent service quality. There is a high demand of elderly home care in Nepal.
Because there are 1 or 2 elderly home cares but not well functioned. They are not
in good conditions. Now, I can say that there are no any sorts of competitors of
Love elderly home care. We will try to fix the affordable prices so that every people
can come and stay in a home care which provides their home environment. Also, if
needed, our staffs will go to visit elderlies home if needed or if we are called and
we will do all the all the works which are given to us. In my opinion, the
organization should focus on standard quality services to the clients. There should
not be shortage of facilities, which should be given to the clients. Love elderly home
10. care is profit and service oriented both types of organization. Without profit,
business is not to be successful any more. For improvement of the organization, we
need to provide the excellent quality of services for the customer, we also must
think about the prices which can be afforded by them. If we get the more customers,
it’s good for us because we can get the profit.
