Arnold Palmer Case Study

Arnold Palmer Hospital, an affiliate of Orlando Health, based in Central Florida U.S.A. has had 22 years of history and experience as a leading women's and children's hospital in the nation. The most advanced technology, along with compassion and dedication of the staff have made Arnold Palmer Hospital one of the most trusted names in children's healthcare worldwide. With much time and effort focused towards creating a cheerful, relaxing environment for the comfort of patients. Arnold Palmer Hospital is the first facility in Central Florida to provide emergency care exclusively for paediatrics. The Bert Martin's Champions for Children Emergency Department & Trauma Centre is part of the area's only Level One Trauma Centre.

The objective of this assignment is to critically evaluate the approach of the hospital in managing its quality of medical services, processes and supply chain in both strategic and tactical perspectives. Suggestions are given for aiming of enhancing and upgrading the current quality of services, processes and supply chain at Arnold Palmer Hospital for the purpose of realizing its philosophy of 100% patient satisfaction.

This case study began with an evaluation of Arnold Palmer Hospital's approach in managing service quality, operational processes and supply chains. New approach suggested to improve the service quality, operational processes and supply chains. For instance the Six Sigma methodology can be adopted by the hospital to improve the process of service quality. To monitor the process carried out Pareto charts and flow charts.can be used to identify any problem in the process. The supply chain management of the hospital needs to further improvement by adoption of of VMI system. It would be able to increase sales, improves customer service level, increased gross margins, reduced overall inventory in supply chain, stabilized vendor's production, control of the bullwhip effect, solidified customer loyalty through development of a long-term trustworthy relationship and improvement of overall information system capabilities. Nachiappan et al. (2005),

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