This document contains slides from a presentation on hospital hospitality and strategic management. It discusses the importance of delighting internal and external customers. It emphasizes that unhappy patients will tell many others about their negative experiences, so hospitals should prioritize patient satisfaction. The slides also cover definitions of management, the roles and competencies of managers, and the key processes involved in management.

1. Hospital Hospitality &
Strategic Management
Ravi Kumudesh
MSc / BSc / PG Dip (SMgt) / Dip(MLT)
Sri Lanka Society for Medical Laboratory Science (SLSMLS)
Sri Lanka Association of Medical Laboratory Technologists (SlagMLT)
How Delight
your
Internal and
External
Customers
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slsmls.org

2. Does Your Lab Issue a Quality Report ?
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4. Don’t Miss judge
Don’t Misused
We are proud of our
professional competence
Patients have no way of
judging this.
Some time it assumes all
are competent ! But ..?
Judge it with our
behavior
16.09.2015 @MRI 1-4
slsmls.org

5. How many Complaints do you receive ?
• Per Year ?
• Per Month ?
• Per Week ?
• Per Day ?
• Per Hour ?
16.09.2015 @MRI slsmls.org 1-5

6. “ We are the best !”
Why we continue to fool ourselves
• Only 1 of 20 unhappy
patients bother to
complain.
• Others walk out of
your Laboratory and
tell ten others
about their
bad experience.
16.09.2015 @MRI 1-6
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7. Who is the most important
person in the Hospital ?
• Doctors ?
• Nurses ?
• MLTT ?
• Receptionist ?
• Accountant ?
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8. Health staff
were GODs
Supreme
Authority
Patient was
Servant
The
disciple/believer
Medical
Practice
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9. Time is getting changed !
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10. Dealing with unhappy patients
• Dissatisfaction
Mismatch between Expectation and Reality
• Satisfied patients will tell three other people
• Dissatisfied patients will tell 20 others.
• However, if you can satisfy an unhappy
patient, he will tell at least 50 others, and
become your most valuable ally !
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11. “The patient will never care
how much you know, until
they know how much you
care !”
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Remember…..

12. 16.09.2015 @MRI slsmls.org 12
Structure People
A
Goals
B

Common Characteristics of
Organizations

13. Are you a Manager ?
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14. 16.09.2015 @MRI slsmls.org 14
Middle
Managers
First-Line
Managers
Operative Employees
Top
Managers
Which type of manager you are ??
Supervise
Others
Work
on Jobs

15. What is your Organization ?
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 Is it Government Service of Sri Lanka ?
 Is it Ministry of Sri Lanka ?
 Is it a Government Hospital ?
 Is It a Department of Pathology ?
 Is it a Hospital Laboratory ?

16. 1–16
The Organization and
its Environment
Patients
& Doctors
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17. Then, What is your organizational level ??
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18. slsmls.org
1–18
Organizational Levels
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19. slsmls.org
1–19
Efficiency and Effectiveness
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20. 16.09.2015 @MRI slsmls.org 20
Goals
Low
Waste
High
Attainment
Means
Efficiency
Ends
Effectiveness
How Do We Define Management?
Resource
Usage
Goal
Attainment

21. What have we herd about
Management ??
• Human Resource Management (HRM)
• Customer Relationship Management (CRM)
• Complaint Management
• Time Management
• Quality Management
• IT Management
• Knowledge Management
• Strategic Management
16.09.2015 @MRI slsmls.org 1-21

22. Essential Elements of
Laboratory Management
• Human Resource Management (HRM)
• Quality Management (QM, TQM)
• Procurement and Supplies Management
• Laboratory Equipment Management
• Laboratory Information Management (LIM, LIS)
• Safety and Waste Management
• Laboratory Finance Management
slsmls.org 22
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Informational
Decisional
Interpersonal
The Roles of
Management
The Mintzberg
Studies

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Specific Management Skills
• Handling conflicts
• Motivating employees
• Solving problems
• Handling information
• Growing and developing
• Controlling the environment
• Organizing and coordinating

25. 16.09.2015 @MRI slsmls.org 25
Management Competencies
• Initiate and implement changes and
improvement
• Monitor, maintain, and improve delivery
• Monitor and control the use of resources
• Allocate resources effectively
• Recruit and select personnel
Management Charter Initiative (MCI)

26. 16.09.2015 @MRI slsmls.org 26
Management Competencies
• Develop teams, individuals, and self
• Plan, allocate, and evaluate work
• Create, maintain, and enhance relationships
• Seek, evaluate, and organize information
• Exchange business information
Management Charter Initiative (MCI)

27. What is Management ???
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28. 16.09.2015 @MRI slsmls.org 28
Planning
The Process
of Management
Controlling
Organizing
Leading

29. Definition
• “Management is the art of “knowing what you want
to do” and then seeing that it is done in the best and
cheapest way.
……F.W.Taylor
• Management as a process “consisting of planning,
organizing, actuating and controlling, performed to
determine and accomplish the objective by the use
of people and resources.”
……George R. Terry
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30. In this definition,
• Planning means Plan in advance.
• Organizing means coordination between human
resources and material resources.
• Actuating means motivation and giving direction to
subordinate.
• Controlling means to ensure about implementation
of plan without deviation.
Thus this definition tells that management is act of
achieving the organization objectives.
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