We make a report on Organizational Behavior of the Shifa International Hospital Islamabad. In which we described the complete hierarchy of the Shifa International Hospital. We have written in our report about the CEO and its Authorities and their duties and responsibilities.

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Project Report:
Organization Behavior
Submitted To:
Sir Muhammad Ali Asghar

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Prepared By:
Muhammad Badar-Ud-Duja 6230-FMS/MBA/F13
Muhammad Wasim 6256-FMS/MBA/F13
Sehree Mumtaz 6253-FMS/MBA/F13
Wasim Aslam 6248-FMS/MBA/F13

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ACKNOWLEDGEMENT:
First of all thanks to ALLAH for giving a great opportunity to us to take part in such
activity. We would like to thank our teacher
“Mr. MUHAMMAD ALI ASGHAR”
for his help. He fully supported us throughout the classes. His cooperation makes our
project much easier.
Our respected teacher also provides us cooperation and guidelines.
At last bundle of thanks to our parents and group members who were very supportive
and cooperative at all times

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Introduction:
The Hospital was incorporated on September 20, 1987 as a Private Limited Company
and converted into Public Limited Company on October 12, 1989. The first Shifa office was
established at the residence of Dr. Zaheer Ahmad in sector F-8/3 of Islamabad. Later it was
moved to a rental place in Blue Area (commercial buildings area in Islamabad), and finally the
site office building was established in January 1988.
The name "SHIFA" was approved because of its comprehensiveness, originating from our
culture, belief and values in totality.
The most critical ingredient for the success of a Healthcare institution is the expertise of its
Medical Staff. We are proud to say that at Shifa International Hospital we have the best trained
qualified and experienced group of consultants. Large majority of our consultants are USA
trained and board certified in their specialties and sub specialties. . In addition to providing
excellent care to their patients, these consultants have been very actively involved in setting up
Hospital systems, policies and procedures on the same lines and quality as any state of the art
America Hospital. We are also fortunate to have well experienced consultants who were trained
in UK.
VISION STATEMENT:
Shifa International Hospitals Limited is established to provide the highest quality medical
care to the people of Pakistan.
MISSION STATEMENT:
To provide good quality medical care in all disciplines of medicine and surgery to all
patients in a caring and compassionate manner by an outstanding team of healthcare
professionals in an atmosphere conducive to our values and practice of good medicine.

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HIERARCHY OF AUTHORITY
CEO
COO CFO
GM (MSS) GM (PSD) GM (TEHNICAL)
SR MANAGERS (6)
MANAGERS (9)
ASSOCIATE MANAGERS (34)
The company has 9 divisional manger or we can say department manager who do management
jobs and then make them approve from their respective seniors like GM’s or CFO and further
approve from the COO and then from the CEO of Shifa. As Shifa is in the business of medical
facilities so the functional background of the top management is from the medical so most of the
top management is doctors

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HIERARCHY OF AUTHORITY DIAGRAM
CEO
DEPRTMENT HEAD
OF MEDICAL
CHEIF OF NURSING
S.R
NURSING/DOCTER
NURSING
STAFF/M.O
OPERATING
MANAGER
DEPRTMENT HEAD
OF HR
SR MANAGER
MANAGER
OFFICE MANAGER
OPERATING
MANAGER
DEPRTMENT HEAD
OF FINANCE
CFO
S.R FINANCE
ASSITANT
MANAGER
OPERATING
MANAGER
DEPRTMENT HEAD
OF ADMN
SR MANAGER
MANAGER ADMN
ASSITANT
MANAGER
OPERATING
MANAGER
DEPRTMENT HEAD
OF PSD
G.M PSD
A.G.MANAGER
MANAGER
OPERATING
MANAGER
DEPRTMENT HEAD
OF MAINTAINCE
S.R MAINTAINCE
MANAGER
OFFICE MANAGER
OPERATING
MANAGER
DEPRTMENT HEAD
OF MARKETING
S.R MARKETING
MANAGER
ASSITANT
MANAGER
OPERATING
MANAGER
DEPRTMENT HEAD
OF PROCUREMENT
S.R PROCUREMENT
MANAGER
ASSITANT
MANAGER
OPERATING
MANAGER
DEPRTMENT HEAD
OF MIS
G.M MIS
MANAGER
ASSITANT
MANAGER
OPERATING
MANAGER
DEPARTMENT
HEAD OF
TECHNICAL
G.M TECHINCAL
MANAGER
ASSITANT
MANAGER
OPERATING
MANAGER
BOARD OF
DIRECTOR

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MANAGEMENT TEAM:
The key executive of the top management team are as follow
 Dr. Manzoor (CEO)
 Sohail Siddiqi (COO)
 Syed Munir Hussain Shah (CFO)
 Nuzhat Sultana (Chief of Nursing)
 Dr. Imad Malik (GM MIS)
 Muhammad Aslam (GM PSD)
 Engr. Qaisar Rafiq (GM TECHNICAL).

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Responsibility:
CEO
 To lead and oversee the implementation of the Company’s
long and short term plans in accordance with its strategy.
 To ensure effective internal controls and management
information systems are in place.
 To act as a liaison between management and the Board;
 Conduct its activities both lawfully and ethically.
 To execute the decisions of the Board.
D
Dr Manzoor Qazi (CEO)
COO
 Manage and direct company operations to meet budget and other financial goals.
 Develop, establish, and direct the execution of operating policies to support overall
company objectives.
 Oversee all administrative functions, ensuring smooth daily operations.
 Oversee risk management and legal activities: client contracts, partnership agreements,
leases, and other legal document.
CFO
 Train the Finance Unit and other staff on raising awareness and knowledge of financial
management matters.
 Oversee all purchasing and payroll activity for staff and participants.
 Monitor banking activities of the organization.
 Ensure adequate cash flow to meet the organization's needs.
 Oversee business insurance plans and health care coverage analysis.

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Financial Goals:
The Financial worth of Shifa International Hospital can be shown in the Balance Sheet
of 2013.
2013 2012
BALANCE SHEET Rs in ‘000’ 13 Vs. 12 Rs in ‘000’ 12 Vs. 11
% %
EQUITY AND LIABILITIES
Paid up capital 505,138 - 505,138 -
Capital reserve - share premium 40,000 - 40,000 -
Inappropriate profit 1,061,413 43 742,132 35
Shareholders’ equity 1,606,551 25 1,287,270 18
Surplus on revaluation of PP&E 583,373 (1) 590,551 (1)
Non-current liabilities 2,128,481 28 1,669,350 128
Current liabilities 939,374 (16) 1,114,500 8
Total 5,257,779 13 4,661,671 35
ASSETS
Property, plant and equipment 3,616,524 4 3,469,388 28
Long term deposits 31,041 41 22,065 114
Current assets 1,610,214 38 1,170,218 62
Total 5,257,779 13 4,661,671 35
PROFIT & LOSS ACCOUNT
Operating revenue 5,315,590 * 19 4,451,781 30
Operating costs (4,625,962)** 17 (3,944,838) 34
Other operating income 40,539 174 14,812 15
Operating profit 730,167 40 521,756 8
Finance cost (190,279) *** 26 (150,800) 30
Tax (152,015) 38 (110,161) 1
Net profit 387,873 49 260,795 1

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Marketing Goals:
Expansion Strategy:
They are working on a continual expansion strategy since from there start they start their
journey with a single private hospital with a few specialties. Now they have Consultants of every
specialty. Working on the expansion strategy they open there hospitals in Faisalabad &
Peshawar. To expand globally they open there office in UAE. Detail of one expansion project is
given.
Shifa International Hospitals Ltd., Islamabad has launched its 2ndHospital at Faisalabad
which was inaugurated on 28th August 2011.Shifa International Hospitals Ltd., Faisalabad is
located on 11km main Jaranwala Road Faisalabad, which is accessible 24 Hrs. through public &
private transport. Another milestone was achieved in the form of Shifa Medical Centre which
was inaugurated in November, 2012. It is an outpatient facility located in the most posh area of
"D-Ground" Faisalabad.
Advertising Strategy:
Shifa International Hospital advertises their services in Newspapers, brochures and in
Electronic media (internet and other social media). Moreover, they have contract with different
Government hospital like K.R.L Hospital through which they advertise their different services.
Last but not least the permanent doctors and visiting doctors spread information relating to
services of hospital to their colleagues, relatives, friends and neighbors.

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Market Share:
The market share of Shifa International Hospital is about 35%. It can be shown through
following Pie Chart.
MarketShares of different Hospitals
Shifahospital
35%
Maroofhospital
5%
Quaid-e-azam
hospital4.5%
Qalsoomhospital
2.5%
Govthospitals
34%
Othershospitals
19%

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HR Manager Goals:
Staff Acquired
Staff is acquired in Shifa International Hospital through following procedure.
NeedBase Analysis:
In this analysis relevant department made analysis of required employee. On the basis of that
analysis they made Job Description and Job specification.
 Job description specifies the duties, right and responsibilities of the employee.
 Job specifications specify the skill and knowledge of employee that require performing that job.
Summary to HR:
Once job description and job specification is prepared then it is sent to HR department of the
hospital. HR department collects summary from the entire department.
Advertise Post:
After that HR department made advertisement of these jobs in the newspaper or other advertising
mode. It includes J.D,J.S, Salary packages and other relevant information that is necessary
Recruitment of Employee
In the response of advertisement interested and capable employee applies for that job.
So, a pool of capable candidate is generated.
Selection of Employee:
Once a pool of candidate is generated then HR department pick best candidate from that pool of
peoples.
Training and Motivation:
The basic and fundamental purpose of training and motivation is to enhance the performance of
employee to meet the overall objectives of organization.
Staff is motivated through assigning them higher attainable goals and by offering them a
handsome salary and giving them bonuses if they achieve those high attainable goals and they are
rewarded by both intrinsic rewards and extrinsic rewards.
HR department conduct training programs from time to time to update the knowledge and skills
of employee as well as to train the new employee. In that programs senior employee trained to fresh
employee.

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Performance Measurement:
In the Shifa International Hospital the performance of each employee is measured on the
basis of J.D with actual performance of each employee. On that basis it is analysis weather that
performance will help to achieve the goals or not.
Reward Distribution:
Shifa International Hospital made distribution of reward in following ways.
 Increment to basic salary as per policy of hospital.
 Special bonus and allowances on occasion of Eid or other festivals.
 Free medical checkup of employees and his family.
 Educational discount to employee’s children in the relevant educational institution
of Shifa International Hospital.
Culture Maintain:
Culture is always made by the top management. Everyone in organization come on time
every morning a meeting is conducted at 8:30 AM in which CEO, COO, all General Managers &
Sr. Managers insure their presence. They interact with each other in very moderate manner as
well as the outside the organization such as patients, and other stakeholders. Strategic Plan
should be developed for implementing culture Senior management implement that culture in all
they do including: hiring, compensation, rewards and incentives, creating the environment, and
marketing. Old employees train new employees and develop a system where new employees
learn the written and unwritten parameters of the culture. Constantly evaluate progress and
success as organization grows. Top management is open to change and inform employees and
customers of any changes and how they will benefit.

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Significant Trait:
According to our opinion we observed Extraversion trait in that person who met us in
organization who guide us about the project that person is social able, appreciative and friendly.
Empowered:
The people in the organization are empowered, when we visited the organization the
person who helps us in our project was empowered in his work and the other peoples told us
that we are free in taking the decisions with their jobs.
Dr. Manzoor Qazi is the most powerful person of the Shifa International Hospital
because he is owner of the Shifa International Hospital.
Leadership:
Shifa International Hospital management use transformational style to meet their goals.
Leaders motivate employees and enhance productivity and efficiency through communication
and high visibility. This style of leadership requires the involvement of management to meet
goals. Leaders focus on the big picture within an organization and delegate smaller tasks to the
team to accomplish goals.

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SWOT Analysis:
 Latest Emergency
 ICU, CCU,NICU & NDU
 35 Specialties
 Lab pick up points & Pharmacy
 Medical College & Nursing College
 ISO Certified, JCI Certified
 Costly
 Limited Beds
 Car Parking
 Lab Pick up Points all over Pakistan
 New Hospitals in major cities
 New innovations in surgeries
 MIH, QIH and PIMS
 Security threats

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Findings and Recommendations:
When we visit Shifa International Hospital we observe the following things.
 Medical and administration staff is very professional and highly qualified.
 They provide quality medical services but it is too costly.
 The car parking area outside the hospital is too short.
 There is thumb impression system instead of manual reporting system.
 The area covered by hospital is too large and provide each and every kind
of medical facility.
We will recommend the following thins to be improved.
 They should decrease the cost so that common man can afford.
 They should construct proper car parking area.
 To improve education system of nursing and medical staff.
 To improve emergency management system.
 To improve whole security level and accounting etc.
Conclusion:
When we visit Shifa International Hospital and meet The General Manager and other staff
members they provide us more usefull informaion about there hospital. The staff of Shifa
International Hospital was highly professional, responsible, dutifull and cooperative.The services
of shifa international hospital are high quality it is only due to its professional staff. At the end
we concluded that Shifa International Hospital is playing a great role in providing medical
facility to people.

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