Quality Management - People, Processes and Policies - Essay Example

The model involves the 5 P’s that are usually involved in an organization namely the policies, product, premises, people, and processes. The XYZ is going through a period of turmoil where recurring failures took place in the emergency unit and the infection control system. The government findings produced a 600-page report that indicated problems within the management system. The problems included breakdowns in emergency care, an unorganized framework for keeping records of patients, and improper treatment of medical waste. The emergency units were dirty and unhealthy. The patients moved around in the corridors, lost and unattended. Children were not attended to immediately and were discharged without any medical attention. The entire chaos resulted from the inefficient handling of the five, and thus the CEO was fired when he/she suggested the improvement of the organization using engaging more nurses, redefining the policies and procedures, and retraining the staff. The CEO’s suggestion included the three P’s namely People, Processes, and Policies; however, he/she missed the vital P’s that represent Product and Premises.

Here the effect is “Unorganized management and inefficient services” and the probable factors causing this are a lack of trained employees, lack of adequate funds, and lack of training providers, conflict between employees and management, and unskilled and inexperienced management.
Answer 2
The elements of the 5P Model include people, processes, policies, premises, and products. Policies are the guidelines for the actions of the university. This is on the whole an enabler and influencer of the 4 other P’s and factors for the resource allocation (money, effort time, etc.) to the accomplishment of the firm’s service quality objectives. People are the staff and professors related to the University. Processes are the procedures using which tasks are done within the University. Premises are the location of the University and the Product is the education it imparts to the students. In this regard, it can be said that the efficient functioning of all five factors is essential for the smooth running of the University.

If one among the five elements doesn’t get deployed efficiently by the University, for instance, if the policies are not proper or specific then the people will get confused, the processes and premises will get mismanaged and the products produced will be of inferior quality. Similarly, if the people employed are not trained properly then that will be considered as the fault of the organization’s policies which will in turn affect the premises, processes, and product adversely. Again if the premises of the University are not appropriate and not adequate to provide its students with the best facilities then the policies of the management (that promises quality service to the students and efficient infrastructure to the teachers and staff) prove to be false. This affects the procedure of work done and the product created by the means of those processes. Hence for the University, it is essential to consider the efficient working of all the five factors that have been mentioned above.

Answer 3
The scenario puts more focus on the policies and processes of the education standard. However, the product to be delivered to the customers (in this case the customers are the students and the products are the educational services imparted to them by the teachers) depend to a great extent on the people (teachers in this case) involved in the process and the premises where the product is being delivered (the infrastructure of the educational institutions). Read More