Performance Management Performance Management Performance Management

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To look into the performance measures for a hospital and also an electrical goods retailer. From this I will look into a few companies of each and write what sort of performance measures they use and if their management priorities.

Management Coursework

Performance Management

For this assignment I have been assigned to look into the performance measures for a hospital and also an electrical goods retailer. From this I will look into a few companies of each and write what sort of performance measures they use and if their management priorities should lie elsewhere or not.

Hospitals

Performance measures for Finances

Finance is a major part of running a hospital. As much as any company or hospital would like to
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Although it is now with Chase Farm Hospital, it employs 1100 less staff with the same hospital bed capacity. But its financial management ratings were significantly underachieved. These ratings are trying to show the public and the board, that there is a spread of wealth within the different NHS hospitals and that one is not neglected. This is deffinately where their priorities should lie as they are trying to sell the image that the public hospitals have the right equipment and people.

Performance measures for assessment of customer services

The assessment of customer services is one that can be measured in a number of different ways. Firstly through the NHS ratings the length of time that someone has to wait in A&E generally should be 4 hours or less - Both hospitals were considered unsatisfactory. Customer
Services goes further than just the waiting time at A&E, although it might be looked at as an important element within a hospital. The
Royal Free give priority to their training schemes as laid out in their aims. They train all types of workers, from doctors to mid-wives. But depending on the training schemes, it is hard to say when it would have an affect on the quality of customer service. But as it is trying to assess what patients think of a hospital, it is not straight forward. For instance, you wouldn’t be able to use secret shoppers with retail stores. Surveys are given out from time to time to get customer feedback

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