Business Project Assignment
March 17, 2020
Leilani Estrella A01179344
Florecito Gelario Jr A01190312
Simarjeet Kaur Gill A01084606
Sukhmanpreet Kaur A01204025
Harmony Home Care
Operational Management (OPMT 1198) Assignment 2
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TABLE OF CONTENTS
I. Executive Summary………………………………...………………………………… 1
II. Statement of Assumptions…………………………………………………………… 2
III. Vision, Mission, and Objectives……………………………………………..…........ 3
IV. Our Customers………………………………………………………………………… 4
A. Independent Living……………………………………………..……………...…. 4
B. Assisted Living…………………………………………………………………….. 4
C. Memory Care…………………………………………………………………….... 5
D. Nursing Skilled Care…………………………………………………..…….……. 6
V. Scope of the Business……………..…………………………………………….…... 7
VI. Nature of Business…………….………………………………………………….….. 9
VII. Competitive Strategies……………………………………………………………….. 10
VIII. Products and Services Offered…………………………….…………………….….. 12
IX. Forecast of Demand for Product (Next 12 Months) ……………..………..……... 14
X. Process Flow of Operations…………………………………………………………. 15
XI. Business Layout…………………………………………………………...………….. 20
XII. Identification of Equipment………………………………………………………..…. 28
XIII. Work System and Operational Staffing Requirements………….……………..…. 35
XIV. Workforce Scheduling …………………………………………………………….…. 42
XV. Capacity Planning and Identification of Capacity Limitations ………...…………. 47
XVI. Inventory Control ….………………………………………………………………….. 52
XVII. Supply Chain ………………………………………………………………………….. 54
XVIII. Quality ………………………………………………………………………………..... 55
XIX. Key Performance Measurements …………….…………………………………….. 56
XX. Risk in Operations Management.……………………..…………………...……….. 59
XXI. Other Issues ..…………………………………………………………………………. 62
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Harmony Home Care “Health Care for Elders” is a high-end, 2-story, retirement building located at 1111 West 41st Avenue, Vancouver, British Columbia. It was established by Mr. Wong, an entrepreneur who recognized the market need for a traditionally sophisticated eldercare residence for wealthy Asian-Canadians. Our business is committed to providing a fully serviced senior residence and luxurious experience with 24-hour personal and supervised care. These include our doctor care, nursing care, care-aide services, adult day care services, security services, transportation services, pharmaceutical services, nutritional support, housekeeping/ laundry, physical/ occupational therapy, beautification and grooming services, fitness and wellness services, and entertainment and recreational services.
Our target customers are wealthy Asian-Canadians seniors (single or couple). They were categorized in terms of independent living, assisted living, memory care, and skilled nursing care. To enrich their individual values and preferences, we utilized a client-focused approach and holistic care. Our main competitive strategies are quality and customer service. Harmony Home Care layout is designed to promote everyone’s safety and well- being. The facility has a 24-hour security system with daily emergency monitoring of all suites. Within the Asian inspired building, there are 100 suites and rooms, many of which look out onto manicured Zen Gardens for outdoor strolls, meditation, and Tai Chi. Harmony Health Care for Elders caters to the fulfillment of mind, body, and spirit through social activities, a library, media room, fitness room, pool, sauna, and steam room. We ensure that all our equipment (nonmedical and medical) are fully functioning and in high quality. Along with our services, are our resilient management team and workforce. Harmony Home Care has a trained and qualified on-site nurse (24/7) throughout the year, an on-call doctor, medical professionals, and fluent multilingual staff.
One of our foundations is our operations. We ran different operations, but we mainly focused on our admission flow. This operation is crucial for resident identification and generation of revenues. We ensure that our operations are efficient and effective: Firstly, by ensuring that it is fully manned through our daily scheduling. Secondly, utilizing inventory management (decentralize purchasing approach, automated inventory control, and supply chain model) to ensure that supplies are adequate. Lastly, by implementing their respective capacity management, key performance indicators, quality control, risk identification with contingency planning, and addressing other issues.
EXECUTIVE SUMMARY
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1. Harmony Home Care is a huge establishment (2-storey, 100 suites) with spacious amenities to accommodate our target costumers (75-100 residents) and to cater to the services (wellness, beautification, nutrition, indoor/outdoor activities) that we will provide.
2. Our services and products are only provided solely to Asian Canadians who can afford our services.
3. All our financial resources (medical/nonmedical) are available and well-allocated.
4. Business licenses and city permits are approved and filed.
5. Our hired staff (medical/nonmedical) have met our HR qualification requirements and possess qualities that are beyond what is expected.
6. All our financial resources (medical/nonmedical) are available and well-allocated.
7. Business licenses and city permits are approved and filed.
8. Our offered services are very suitable for our residents’ preferences and needs
9. Our equipment and services are safe, highly-functional, in the best quality, and with the approval of BC Health Authorities.
10. A strong relationship and partnership to third-party companies/entities (external suppliers) to provide the home care with their best products and services are well established.
11. Harmony Home Care observed strict compliance with regulations and standards set by the government to provide ethical, safe, and best care services to our residents.
12. All our operations both medical and non-medical undergone quality and safety check, allocated with finances which are within the approved budget, and implemented promptly based on the agreed schedule.
STATEMENT OF ASSUMPTIONS
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In a world where the care needs of our ageing society become more complex, Harmony Home Care services aim to push the boundaries of care beyond excellency to better serve
the diverse set of holistic needs of our residents.
Harmony Home Care provides high-quality care and excellent services to our residents to live their lives to the fullest, healthy, independent, and dignified in a culturally-authentic
environment through maintaining an optimal balance of wellness.
1. To deliver high quality of care that will improve and sustain the resident’s overall quality of life.
2. To ensure that the resident’s needs and values are respected in matters of race, culture, religion, and beliefs.
3. To manage care service efficiently and effectively to make the best use of resources and to maximize the value of money to the resident.
4. To provide a luxurious environment that replicates the resident’s previous home life. 5. To promote the greatest possible independence to every resident, regardless of
their level of functionality.
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Our target customers are Asian-Canadians who are traditional, successful, educated, socio- affluent and wealthy. They are seeking reunification with their roots for their senior years in an upscale Asian inspired facility. Our customers maybe 55 years of age or older. They may need any of the following service levels: Independent Living, Assisted Living, Memory Care or Skilled Nursing Care.
INDEPENDENT LIVING
• Seniors seeking a new life in an active Asian community to match their lifestyle and values. They recognize that graduated care may be needed down the road, and wish to establish themselves in a community with like-minded peers.
Profile: Mr. and Mrs. Momori hail from the country with the highest life expectancy: Japan! They immigrated to Canada to fulfill their dreams in business. Mr. Momori was a civil engineer in Japan; however, he landed a job as a financial adviser after struggling to find a job in his field in Canada. He quickly moved up the ranks in finance and saw his net worth grow to millions through prudent investments and acquisitions. The Momoris further grew their wealth from two Japanese restaurants in Downtown Vancouver and Burnaby. The restaurant was their opportunity to stay connected with the Japanese community and provide work for their children.
Mr. and Mrs. Momori have been living happily and independently in a multi-million-dollar mansion in North Vancouver. They drive to their appointments, or to visit family and friends. Recently, Mr. Momori was diagnosed with Chronic Obstructive Pulmonary Disease, which requires lifetime medical treatment and monitoring. The Momori children are busy managing their restaurants, and Mrs. Momori is unable to take care of her husband by herself. The Momori’s are looking for a retirement home that will be suitable for their medical needs while maintaining their luxurious lifestyle with a sense of autonomy. Mr. and Mrs. Momori were both health-conscious. They love eating healthy food and follow the Okinawa diet. They exercise daily and enjoy gardening together. They love to socialize, especially with other Japanese people. ASSISTED LIVING
• Asians who are clinically diagnosed with medical conditions, and thus functioning at a lower level. They are unable to maintain the full autonomy of their life. They are seeking long term care for end of life planning in an environment that harkens of their Asian roots.
OUR CUSTOMERS
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Profile: Mr. Xing is a retired physician who lives in Burnaby. He is 70 years old, married and is fully supported by his two sons (a physician and a company CEO). He had a stroke in 2008, which left him with some left-side hemiplegia. In 2010 he had bypass surgery. Recently, Mr. Xing was diagnosed with hypertension and Type 2 Diabetes. He prefers to eat Chinese cuisine (chow mien, dumplings, noodles) however, it must be low fat, low carbs, and high caloric food for dietician compliance.
Mr. Xing is still cognitively functional with minimal slurring of speech and dysphagia. He can communicate both verbally and nonverbally. He is receptive and expressive to stimuli. He needs little assistance for toileting, dressing, and feeding. He has weekly blood pressure and glucose monitoring and monthly blood workup (hematology, blood chemistry, urine, and electrolyte testing). Despite his medical conditions, Mr. Xing is social and loves reading, playing Chinese checkers, meditation, Tai Chi, walking outdoors and yoga.
MEMORY CARE
• Asians who are clinically diagnosed with Alzheimer’s Disease or Dementia, and who need to be in a secure home that will provide dignity as their memories decline. They are seeking a facility that will provide activities to stimulate their brains from professionally trained staff with specializations in AD.
Profile: Mrs. Wattana is a first-generation Canadian of Thai descent who has been clinically diagnosed with Vascular Dementia. Her childhood home in Vancouver was in a Thai community where her native language was spoken before English. Mrs. Wattana became successful in the Tech industry after graduating from UBC with a Computer Science Degree. As her career accelerated, she broke through the glass ceiling to the executive level and moved away from her childhood cultural hub to more affluent West Vancouver, where she raised a family whilst working in the executive ranks.
Mrs. Wattana is health-conscious, however, she diverted from her native cuisine for quick to prepare meals at university, and never found the time to prepare traditional meals after. She also stopped practicing her spirituality due to the time constraints of family and career. Mrs. Wattana’s family members do not have the time, training, or environment to provide dementia care. Her family recognizes that 24-hour graduated care is needed from staff with extensive training in geriatrics and dementia as their mom’s cognitive condition declines. Her family also recognizes that she will revert to an earlier time, and her native Thai language eventually. They are seeking an upscale, stimulating Asian environment which will provide reunification with her cultural roots for end of life planning.
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SKILLED NURSING CARE
• Asians who are clinically diagnosed with an intellectual disability (ID), to include Autism Spectrum Disorder or Down Syndrome. They reached all the developmental milestones at a delayed stage in childhood yet are ranked high functioning by medical professionals.
Profile: Miss Luie is a 55-year old high functioning Autistic woman with the cognitive assessment of a Grade 9 education. She functions well in society and maintains autonomy by taking public transit and working in customer service at a small boutique grocery store. Miss Luie lives with siblings as she lacks the skills to live independently. Miss Luie’s siblings received a substantial inheritance to provide lifetime support for their sister. Now that Miss Luie is of age to enter long term care, the family members seek upscale facilities that respect their parents’ wishes for Asian eldercare. The siblings are nearing retirement themselves, and they want their sister to be happily established before they embark on travels while downsizing their home.
Miss Luie requires skilled nursing care for her medications, for bathing and hygiene, as she does not always remember to do it herself if she gets overstimulated. Miss Luie functions best with routine, serene outdoor spaces, and regular exercise. Her family members recognize that she may need 24-hour graduated care should her cognitive abilities and health decline. Miss Luie’s family are also seeking a facility that they can enter themselves so that they can be close to their sister for end of life planning.
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Harmony Home Care stretch is far beyond as a retirement home. We provide excellent and holistic health care services to satisfy the unique tastes of our elite Asian seniors at the same time improving their quality of life.
Inclusions
Harmony Home Care mainly focuses and only includes the following services:
• Doctor care: Our physician provides consultation, comprehensive assessments, and referral if necessary.
• Nursing care: Our RN and LPNs perform thorough assessments, individual care plans, medication administration, implementation of interventions both independent, dependent, and collaborative, and evaluation of the individual goal of care.
• Care-aide services: Our Health Care Assistants provide the care and assistance of daily living activities such as toileting, feeding, dressing, getting up, transferring to bed.
• Adult daycare services: We provide a daily and scheduled day program for a group of residents if weather condition permits.
• Security Services: There will be a 24/7 security system and a standby emergency and disaster protocol.
• Transportation services: There will be an available shuttle bus that is designed to provide comfort and safety whenever for day program and errands.
• Pharmaceutical services: We provide safe and high standard medications while implementing proper and safe administration. We outsource our medications from credible and approved external sources.
• Nutritional support: We provide our residents with 3 nutritious meals (breakfast, lunch, and dinner) and 2 snacks daily. Our variety of meals are properly planned based on individual dietary restrictions and recommendation.
• Housekeeping/ laundry: We provide daily room cleaning and laundry for our residents. All areas should be kept clean and all sorts of fabrics that were used should be washed.
• Physical/ occupational therapy: As part of the convalescence, our residents are provided with a physical assessment, intervention, and support. They are also provided with support to improve independence and functional ability to fulfill their daily routines.
SCOPE OF THE BUSINESS
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• Beautification and grooming services: Since we provide holistic care, we provide beautification and grooming services from our in-house salon and spa.
• Fitness and wellness services: We care for the best for our residents; thus, our fitness center provides programs to help our clients to be fit and strong.
• Entertainment and recreational services: Harmony Home Care has its game room, theatre room, indoor pool, and a garden for entertainment and recreation.
Exclusions
• Harmony Home Care does not engage in the following operations:
• Affiliation to other institutions (home care agencies and academic institutions)
• Hiring a private caregiver for one on one care and other health-related professionals as a personal caretaker
• Providing the seniors’ other personal items not enumerated within our business’ lists of services and products
• Outsourcing seniors’ other medical and supportive equipment as their personal use and which are not included in our business’ inventory
• Other emergency procedures (invasive and noninvasive) and diagnostics and laboratory tests
• Hospice, critical, and palliative care
• Residents’ pet care
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Harmony Home Care is a luxurious retirement home business that provides health care for rich Asian elders.
INDEPENDENT LIVING
Value of independence and autonomy, which matters for personal pride. Value of life balance, which matters for feeling supported, while maintaining a lifestyle. Value of respect, which matters for personal pride and recognition. Value of status, which matters for positivity and recognition. Value of optimism, which matters for emotional and physical health. Value of contribution, which matters as customers still feel they are valued in society ASSISTED LIVING Value of trust, which matters so that customers know they made the right choice. Value of connection, which matters to feel a sense of belonging. Value of well-being, which matters for emotional and physical health. Value of personal safety, which matters to maintain a stress-free lifestyle. Value of openness, which matters for customers to share authentically, and accept support. Value of learning, which matters for customers who will be learning a new paradigm. Value of friendships, which matters for connection, conversation, and growth. MEMORY CARE Value of dignity, which matters for customers to feel supported. Value of trust, which matters for customers to know they are in the service of professionals. Value of stability, which matters to feel secure in their environment. Value of competency, which matters for the utilization of competencies while they are functioning. Value of compassion, which matters for not feeling judged. SKILLED NURSING CARE Value of dignity, which matters for customers to feel supported. Value of trust, which matters for customers to know they are in the service of professionals. Value of stability, which matters to feel secure in their environment. Value of learning, which matters for customers who will be learning a new paradigm. Value of friendships, which matters for connection, conversation, and growth. Value of life balance, which matters for feeling supported, while maintaining a lifestyle.
NATURE OF BUSINESS
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A. QUALITY
Harmony Health Care for Elders is a high-end facility that will be marketed as a lifestyle experience. Our main goal is to provide consistent Quality and Customer Service.
1. Individual Differences: At Harmony Health Care we respect the individuality of people through their personalities, life experiences, family backgrounds, values, and beliefs. As well, their needs are uniquely different. Harmony Health Care will design individualized plans for each customer, and remain flexible to change, as this in inevitable to happen!
2. Exceptional Staff: Medical professionals to include medical doctors, registered nurses, and registered nurses with specializations in geriatrics, Alzheimer’s, and developmental disabilities.
3. Being Culture Specific: At Harmony Health Care for Elders, our architecture, gardens, and décor will be Asian inspired. Staff will be multilingual. Interiors of the building will be modern, and suites will be designed in conventional Asian home styles so that our residents feel at home in a blend of eastern and western culture.
4. ‘Royal Living Standard’: We will provide our customers a five star feel that matches their high living standard. We provide high end Red Seal Chef prepared Asian meals, Zen gardens, library with Asian language reading material, high tech media room and fitness rooms, pool, sauna and steam room. For outings, we provide chauffeured shuttle bus service. Harmony Health Care provides a chauffeured private shuttle service for personal shopping, medical appointments, or scheduled outings. Harmony Home Care, the monthly fee includes all meals, snacks, custodial services, in-house activities, private shuttle, access to in-house amenities and healthcare. There are additional fees for ancillary services.
5. 24/7 Security: Safety and security of our elders is our priority. All exterior door, exterior garden areas, interior corridors and common areas will have security cameras and monitoring. There will be scheduled staff monitoring of all suites also. Background checks will be conducted at time of staff hiring.
6. Customer Support for Special Needs: To include Alzheimer’s, dementia, autism, and Down Syndrome – specialized medical professionals to support their needs.
7. Custodial and Hygiene: Our custodial team provide hospital level cleaning standards (APPA 1) in all areas to maintain a healthy environment.
COMPETITIVE STRATEGIES
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B. CUSTOMER SERVICE 1. Introduction and Welcome: At Harmony Health Care, a warm welcome will be
provided to prospective customers, with a tour, and literature will be provided in Mandarin, Cantonese, Japanese and Thai.
2. Resolving Issues: Through objectionable conversation and observation, any issues will be resolved in a fair, consistent, and meaningful way for all involved.
3. Valued Customers: Our customers will be recognized for individual differences, and their histories will be celebrated and acknowledged respectfully.
4. Dietary Needs: Harmony Health Care will have a Red Seal Chef and a dietician to provide the best quality, Asian inspired meals.
5. Wellness Program and other Program Initiatives: We encourage our residents to participate and engage in our in-house programs such as wellness, indoor activities program (arts and music therapy), and social programs. This strengthens the social and physical aspects of holistic needs.
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Services offered Harmony Home Care is committed to provide high-quality services and an excellent experience for our residents from our multi-lingual, well-trained, and qualified staff. The following are the services we catered. Doctor care: We have an on-call doctor which provides the following services:
• Consultation
• Weekly wellbeing assessment
• Family conferences
• Emergency referrals Nursing care: We have LPN on duty with supervision of our 24/7 nurse-in-charge that provide the following care:
• Daily assessment of the seniors’ needs based on their chief complaints or diagnosis
• Setting-up individualized plan of care
• Implementing a plan of care based on prioritized needs of our seniors
• Evaluating an individualized goal of care
• Other supportive care: wound dressing, ostomy care, medication administration, intravenous therapy, monitoring of general health, pain control and other health supports.
Care-aide services: Our health aides help our seniors with their basic personal needs such as getting out of bed (mobilization: transfer and lifting), walking, bathing, and dressing, feeding, companionship, and grooming. Our aides have received specialized training to assist with more specialized care under the supervision of a nurse. Adult day care services: Programs provide supervision and activities during daytime hours to give the caregiver a break and peace of mind while at work or running errands. These programs are offered outside of our home care includes shopping, walking to the park, salon, etc. Security Services: 24/7 emergency response system, on-call doctors, and nurses. Transportation services: We have a privately owned shuttle bus (6 units) which are scheduled and can be used for day program activities (shopping, day tour, events, etc.). Pharmaceutical services: Purchasing medication from external pharmaceutical suppliers, monitoring, and checking the quality of medication for administration use, properly
PRODUCTS AND
SERVICES OFFERED
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inventorying to ensure appropriate supply, and implementing excellent drug administration and management. Nutritional support: We offer delightful, authentic, and healthy cuisines which suit to the taste of our Asian residents and with compliance to their medical regimen. We ensure that breakfast, lunch, dinner, and snacks will be served properly and timely. This are offered and properly planned and calculated by our dietician. All the food that are being serve should follow the dietary requirements of each resident. Housekeeping/ laundry: Every day, we ensure that our residents’ environment is clean and free of clutters to improve safety and health. We ensure that all soiled clothing is properly segregated, treated, and cleaned to prevent cross contamination and the spread of disease. Physical / occupational therapy: To enhance further our residents’ recovery and their state of wellbeing, we offer physical and occupational therapy. These services will help them to strengthen their physical attributes, capability, independency, and support to live their life to the fullest. There will be pre-assessments, comprehensive assessments, ongoing assessments, continuous support and rehabilitation, and evaluation for our residents. Beautification and grooming services: Our podiatrist and therapist provide haircut, grooming, massage, and foot care from our salon and spa. Fitness and wellness services: We have qualified instructors that provide yoga lessons, cardio, required workout programs based on medical regimen, and isometric exercises which help our residents to satisfy their holistic needs. Entertainment and recreational services: We provide numerous games, events and entertainment options that will encourage residents to participate in wide cultural- specific recreational activities, seminars, and outings. These amusements will include games, crafts, gardening, exercise, etc. Also, we feature different literatures (i.e. journals, books, publications, and newspapers) to read on from our library.
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Forecasting is a decision-making tool which helps the organization in doing proper budgeting, planning for resources and other equipment, finding out the possibilities of the business in the coming future. Our forecasting methods are reliable and depend on our organization’s operations. Our company develop and formulate long-term, medium-term, and short-term forecasting. For our long-term forecasting, this focuses on the managing and designing system. Long-term forecasting will take one year or more. Our company projected of 20 residents for first month and this will be doubled on the following month, thus, our forecast is proportionately relative to our supplies, equipment, and manpower. Foreseeing the amount of our inventory, our supplies will be doubled for the first week to accommodate the needs of our ongoing admission of residents. Our forecasting of inventory for the next four months can be illustrated figure 1 below.
Forecasting of Inventory
Figure 1. Forecasting of Inventory As shown on the graph, the vertical axis depicts the amount of supplies and the horizontal axis depicts the number of months. Further, the supplies were categorized as medical non- medical, and others. It is observed that during the first month, the amount of supplies is on the baseline level and will increase until it reaches the second month. For instance, on the first week, our inventory of 18 milk gallons will be doubled to 72 milk gallons for following month. Our business will project an extreme high demand initially thus this will yield to a favorable forecast in next 4 to 12 months. Our forecast is based on both qualitative and quantitative approach. With the forecasted high demand and our unique quality services to our customers, our revenues will be projected to increase by 10 to 15% in the coming 4 to 12 months. The increase in our revenues and demand will be calculated every month and will update changes to our forecasting.
FORECAST OF DEMAND FOR
PRODUCT (NEXT 12 MONTHS)
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Our business has various and numerous operations for every department and system. One of our operations is the process flow of admission. This process is critical as it is the main entry of our residents and the primary portal of generating revenues. Therefore, inspection and quality check must be implemented between process flow units. Our admission process flow can be illustrated in figure 2.
Legend:
Decision Inspection/Check
Process Start/End Figure 2. Admission Process Flow
PROCESS FLOW OF
OPERATION
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PROCESS DESCRIPTIONS: 1. Patient Inquiry Our process flow starts when the client and the family shows interest and inquire about the specific services on what Harmony Health Care has to offer. Our Director of Care will contact and schedule the client for one-on-one interview and tour of the facility. 2. Patient Registration Once the client and family show their interest to check-in in our facility, the Director of Care will carry out the following:
• Assessment and determine eligibility
• Explain and coordinate with the application process
• Set an appointment for admission
• Notify client when room is available
3. Admission This includes opening of specific client record. The client or the family will be interviewed and will be asked to sign the contract and admission consent form. Our Medical Secretaries will need to verify the following information:
• Demographic data
• Verify public and private insurances and Medicare
• Name and contact information of family or representative
4. Room Assignment Allocation of room according to specific client needs and category (Independent, Assisted, Memory Care and Skilled Nursing Care. 5. Initial Assessment By RN Our RN will conduct initial interview to be able to continue and establish specific plan of care. RN initial assessment includes:
• Head to toe assessment
• List of allergies
• Diagnosis
• History of Past, Present and Familial History
• Cognitive and Language Ability 6. Initial Assessment By Physician Our in-house doctor will be in-charge of thorough physical assessment of our clients. He is responsible to seek, provide and analyze needed information regarding our client’s current status, recent history, medications, and treatments.
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7. Contacting Family Doctor Our in-house physician will contact the client’s family doctor to verify specific doctors’ order to enable safe and effective continuing care. 8. Medication Reconciliation Review complete list of medications prescribed by family doctor including natural substances or supplements. 9. Medication Outsourcing Estimate cost and order medication to identified suppliers. 10. Special Diet Preparation Confirm special diet and restrictions 11. Dietitian Consultation Develop specific diet plan and menu 12. Meal Preparation Prepare and cook food according to dietitian order 13. Exercise Routine Determine senior appropriate exercises, range of motion capabilities and goals 14. Recreational Scheduling Build a program for senior fitness and senior exercises. 15. Delivery of Specific Care Customized care delivered to our customers throughout admission to facility. Customer Service Matrix Our customer service matrix (Figure 3.a) shows the breakdown of our care plan designated to out four major customers. The following services are properly assigned and upon requested depends on the needs of our customers. Moreover, our customers were further breakdown into two categories (independent and assisted living; and memory care and skilled nursing care) with corresponding variability of service and degree of contact (refer to Figure 3.b and 3.c).
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Figure 3.a. Customer Matrix Services
CUSTOMER SERVICE MATRIX Independent
Living
Assisted
Living
Memory Care Skilled
Nursing Care
1 Pre-admission Assessment X X X X
2 Confirmation of Acceptance X X X X
3 Admission X X X X
Extensive Medical Care X X
Increased Medical Care X X
Supported Medical Care as Needed X
Doctor/Nurse Administration X X X
Pharmacist Dispensing for Self Administration X
Dietician X X X
Feeding X X
A La Carte X
Constant Supervision X X
Increased Doctor Visitations X X X
Increased Nurse Visitations X X X
Regular Schedule X
Physiotherapy X X
Occupational Therapy X X
Memory Care X X
Constant Supervision X X
Personal Hygiene X X
Dressing X X
Upon Request X
Constant Supervision X X
Assisted Support X X
Upon Request X
Fully Supported Hospital Standard X
Assisted Support X X
Upon Request X
Constant Supervision X X
Assisted Support X
Upon Request X
Meals
Medication
Care Plan4
Excursions / Chauffered Bus Service
Custodial in Rooms/Suites
Recreation & Social Activities
Daily Living Care
Specialized Medical Care
Medical Care
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Figure 3.b. Variability in service and degree of contact among our independent and assisted living customers
Figure 3.c. Variability in service and degree of contact among our memory care and skilled nursing care customers.
High X
Moderate X Low
Minimal
High Moderate Low Minimal
INDEPENDENT LIVING, ASSISTED LIVING
Variability in
Service
Customized service with each
client, moderate/high
customer contact
Degree of Contact with Customer
High X Moderate
Low
Minimal
High Moderate Low Minimal
MEMORY CARE, SKILLED NURSING CARE
Variability in
Service
Degree of Contact with Customer
Customized service with each
client, high customer contact
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Harmony Home Care is in Vancouver in an easily accessible area of Trans-Canada Highway which includes direct access to Metro Vancouver and the airport. Our building is a 154, 433 square feet area contains two floors that can accommodate our 100 residents. The structures both interior and exterior are based on the safety and quality standards of BC Housing and BC Home Care Facility. The total land area is 200,000 square feet that includes our main building, outdoor/indoor amenities, garden, pool, parking lot, an extra space, and our transportation services (shuttle vans). Below are the sample layout showing the aerial view (Figure 4) and the site layout (Figure 5) of our business.
I. Aerial View Before and After
Figure 4. Aerial View Before and After
BUSINESS LAYOUT
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II. Site Layout
Figure 5. Harmony Home Care Site Layout The table shown below is the summary of our land areas per floor and cellar with corresponding department, offices, and storages. There is an additional space (30,567 SQ. FT.) for possible and future expansion. Our total land area is 200,000 SQ. FT.
Cellars 1st floor Mezzanine Floor
2nd floor Total
Mechanical Room, storages and staff rooms
7, 296 SQ. FT 7, 296 SQ. FT
Independent Senior Living 10,876 SQ. FT 10,876 SQ. FT
Assisted Living 25, 160 SQ. FT 25, 160 SQ. FT
Memory Care 15, 627 SQ. FT 15, 627 SQ. FT
Skilled Nursing Care 10, 876 SQ. FT 10, 876 SQ. FT
Amenities 70,000 SQ FT 4,781 SQ. FT 74, 781 SQ. FT.
Additional Space 30, 567 SQ. FT.
Circulation (corridors, elevators, lobby, stairs
15, 746 SQ. FT 8, 135 SQ. FT. 23,881 SQ. FT.
Offices 11, 812 SQ. FT 11, 812 SQ. FT
Total Areas 7, 296 SQ. FT 133,594 SQ. FT 4,781 SQ. FT 34, 638 SQ. FT. 200,000 SQ. FT
Table 1. Summary of Land Areas of Different Floors and Cellars
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A. Floor Plan
Each floor consisted of 50 rooms with own washrooms, safety features, emergency evacuation (i.e. fire exits, alarms, sprinkler, and extinguisher), and relaxing areas (living room, social areas, indoor garden). For security system, there is an automated lock system for each floor which an authorized person can access only. CCTVs are also positioned and installed in every corner. Each floor has a nursing and HCA offices and staff rooms, medication room, laundry, storage rooms (i.e. First aid kit and disaster pack), small dining and kitchen, and disposal areas. Also, windows are properly situated to provide sunlight and ventilation. Our administrative offices, storages (supplies, medications, food, etc.), and medical records are located on the ground floor.
The first floor (133,594 SQ. FT) is designated for Skilled Nursing Care and Assisted Living residents (refer Figure 6). While, the second floor (34,638 SQ. FT.) is assigned for Memory Care and Independent Living seniors (refer Figure 7).
Figure 6. Layout of First Floor
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Figure 7. Layout of Second floor
Figure 8. Building Layout
B. Suite Rooms Overall, there are 100 suite rooms that can accommodate 75 to 100 residents. Our residential suites are designed based on the specific care needs of our residents. Each room may contain either single bed or double beds. Also, all our rooms are fully equipped with a state of the arts safety features, newly painted interior, hazards free utilities, well ventilated and well lighted environment that promote a relaxing ambiance. Residents can style their rooms interiorly to feel their sense of belonginess. However, room specifications should abide the company’s room requirements for safety. Below are the sample layouts of our rooms which are categorized into independent living, assisted living, memory care, and skilled nursing care.
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I. Independent Living
II. Assisted Living
III. Skilled Nursing Care
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VI. Memory Care
C. Dining room and outdoor coffeeshops We have an outdoor coffeeshop (Figure 10) and dining room (Figure 9) situated (left wing) separately with the main building. The entire area is about 25, 000 square feet area. Our coffeeshop is open from 6:30 am until 5 pm and offers snacks and refreshments. It has 25 tables that can accommodate our residents. Also, we have dining room with an adjacent kitchen to provide freshly cooked authentic Asian cuisines. It opens every day and provide breakfast, lunch, and dinner. It consists of 25 tables, a mini lounge at the corner, dietary office, and food storage. Both amenities have washrooms, safety features (i.e. ramp, siderails, nonslip flooring) emergency evacuation, alarm and security system.
Figure 9. Dinning room Layout Figure 10. Outdoor coffeeshop Layout D. Fitness center One of our amenities is the Fitness center. It has 10, 000 square feet area fully equipped for cardio, isometric exercise, and group yoga classes. Also, it has changing rooms, washrooms, and a gym instructor’s office. The center is designed on the safety precaution and wellness program for our seniors (refer Figure 11).
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Figure 11. Fitness Center Layout E. Entertainment room/ Salon
Other amenities we have established are our entertainment room and salon. Overall, it has 10,000 square feet area that can accommodate our 100 residents. Our entertainment room (Figure 12) has a washroom, mini lounge, bar, game room, built in speakers, reclining chairs, wide LED screen, fireplace, and a kitchen connected with a staircase, where only servers and authorized staff are allowed. It has also a fully function security and emergency system. While, our salon (Figure 13) is consisted of a reception area, waiting lounge, 8 units for hair grooming, 2 spa rooms and, 2 units for toes and nails grooming, changing rooms, and a shower room. These amenities have safety features (i.e. nonslip floors, side rails, hand bars, and first aid kits)
Figure 12. Entertainment Room Layout Figure 13. Salon Layout
F. Garden and pool Last of our amenities are an indoor pool with sauna (10,000 square feet) and an outdoor garden (15,000 square feet). Our pool has a changing area, indoor landscapes, footwear
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changing area adjacent to the pool, tables, and benches. Our garden is very peaceful and has a variety of Asian vegetations and ornamental plants. It has foot walk and a huge lawn where they can do Tai Chi, meditation, and yoga.
Figure 14. Pool Top View Figure 15. Garden Landscaping layout
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Our business is operating with fully functioning equipment. Our lists of equipment are grouped according to their uses. The tables below illustrated the equipment and their corresponding description.
BEDROOM
1. Bed with Alternating Pressure Mattress, Built in Scale and Fall Alarm: Provides motorized positioning of the upper and lower body and adjusts the bed height for easy transfer.
2. Overbed Table: User friendly table that can be easily adjusted and can be moved from one place to another.
WASHROOM AND BATHING
1. Flip- Up Bathroom Grab Bar: Safety grab bar that assists in balance for easy sit to stand transfers.
2. Shower Chair: Adjustable shower chair that are stable enough to support seniors while they are bathing.
3. Bedside Commode: Movable toilet that can be used if the client is unable to go to the washroom.
IDENTIFICATION OF
EQUIPMENTS
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MOBILITY / TRANSFER EQUIPMENTS
1. Wheelchair Ramp: Protect clients from slip and fall accidents by providing safe access into and out of the facility.
2. Transfer Belts: Safely and effectively assist client with ambulation, transfers, and exercise.
3. Sit-to-stand Lift: Helps to lift a patient to change the body posture from sitting to standing position.
4. Ceiling Lift: To move client from one corner to another. Can be safely operated by single caregiver.
HEALTH AND MEDICAL EQUIPMENT
1. Vital Signs Machine: To measure temperature, pulse, and blood pressure.
2. Blood Glucose Monitoring System: To measure blood sugar level of the clients.
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3. Medication Cart: Medication storage with keyless combination lock.
4. Defibrillator: Automated External Defibrillator to aid clients with sudden cardiac arrest
5. Stand on Scale: For patients needing extra support during weighing.
MEDICAL ALARM SYSTEMS
1. Central Monitoring System:
• Aid the nurses to track the status of multiple residents from a single location.
• Wireless pagers alert Central Monitor • An audible, as well as visual, alarm alerts
caregiver on central unit • Monitor unit sends alert to pager with patient
number
2. Anti- Wandering Door Monitor Systems: Safely and effectively monitor exits or crucial doorways to prevent clients with dementia from wandering.
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3. Anti-Fall Belts
• Plugs into fall monitors. Ensures resident safety.
GYM AND EXERCISE EQUIPMENTS
1. Exercise Ball Chair, Yoga Fitness Pilates Ball, Resistance Bands: Used for cardiac exercises to boost strength and stability
2. Basic Pedal Exerciser: Provides gentle low impact exercise during physiotherapy. Effective for upper body or lower body exercise to improve blood circulation and muscle toning
3. Rehab Weight Bars: Improves strength, motor ability, endurance, and range of motion in a sitting, standing, or supine position.
4. Exerpeutic Treadmill: Helps to maintain mobility and balance with full-length side railings to provide stability.
LAUNDRY EQUIPMENTS
1. Washer: To wash residents’ dirty clothes.
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2. Dryer: To dry residents’ clothes fast after wash.
3. Steam Press: To keep the residents’ clothes, wrinkle free.
4. Hamper: To collect and keep soiled linen and clothes.
KITCHEN AND DINING AREA
1. Toaster: Warms up breads and bagels.
2. Meal Delivery Carts: Insulated cart to keep the food warm and clean during delivery to residents’ place.
3. Stove and Oven: Use to cook and bake food.
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4. Blender: Used to mix, puree or emulsify food.
5. Coffee Maker: Brew coffee fast and instantly
6. Merchandiser refrigerator: Keeps food cold and fresh for longer storage
7. Freezer: Store bulk items such as meat and frozen vegetables
8. Dishwasher: Clean and rinse dirty dishes
9. Rice cooker: Cook, boil or steam grain foods
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CLEANING AND MAINTENANCE
1. Vacuum Cleaner: Removes debris from floors, upholstery, draperies, and other surfaces.
2. Cleaning Cart: Storage of cleaning tools and cleaning chemicals.
3. Fire suppression unit system: Extinguish or prevent the spread of fire in the building.
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This section includes the organizational chart of our administrative department and our one major operation. Each chart has corresponding personnel with their responsibilities, qualification, and quantity required.
ORGANIZATIONAL CHART
A. Administrative Department
Our administrative department is consisted of three-level management. This includes the owner, human resource manager, finance director, marketing manager, and accountant assistant respectively.
Owner
Human Resource Manager
Finance Director
Accountant Assistant
Marketing Manager
WORK SYSTEM AND OPERATIONAL
STAFFING REQUIREMENTS
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JOB DESCRIPTIONS- ADMINISTRATIVE DEPARTMENT
Position Responsibilities Qualifications Quantity Required
Finance Director • Analyze financial statements to evaluate the business performance
• Formulate strategic business plans
• Approve budgets and financial forecasts.
• Interpret cash flows to predict further trends.
• Study competitor’s behavior and market trends
• Create cost reduction opportunities
• Bachelor's Degree in accounting
• Master's degree in Business Administration or Certified Public Accountant, preferred.
1 (FT)
Accountant Assistant
• Prepare financial statements
• Keep all financial records updated
• Working in collaboration with other departments to create financial forecast.
• Approve purchase requisitions and payroll sheets
• Diploma/Certificate in Accounting
1 (PT)
Human Resource
Manager
• Work with senior management to create policies and direct human resource activities
• Ensure that Home care is fully staffed
• Oversee schedules in advance accordingly
• Maintain staffing ratio
• Responsible for recruiting staff
• Bachelor’s Degree in Human Resource/ Business Administration 1
(FT)
Marketing Manager
• Prepare and monitor the marketing budget
• Implement marketing methods to increase profitability
• Measure and report on the marketing campaigns
• Marketing Certificate/ Diploma
1
(PT)
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B. Operations Department
Our operations department is consisted mainly of services that provide care and satisfaction to meet the needs of our customers. It is also hierarchical in nature except with the relationship of the medical secretary which is indirect.
JOB DESCRIPTIONS- OPERATIONS DEPARTMENT
Position Responsibilities Qualifications Quantity Required
Director of Care
• Provide leadership and supervisory role in the delivery of resident care services
• Monitor the day-to-day needs of each resident of Harmony Home Care through periodic health assessments.
• Assess, implement, and review individual health and wellness needs of residents.
• Works with various external and internal stakeholders
• Registered Nurse with current certificate with BCCNP
• Managerial experience, preferably 3 years management experience in long-term care facility.
• Post-RN education, certification, or degree in nursing - preference is BScN and further education in gerontology and/ or nursing administration/ management is preferred
1 (FT)
Medical Secretary
• Perform secretarial and administrative duties
• Receive, screen, and admit clients
• Graduate of any Secretarial Program
• Completion of recognized course in medical transcription
1 (Casual)
Director of Care
Recreational Coordinator
Day Program Wellness and
Fitness Program
RN
LPN
HCA
Dietary Director
Cooks
Food Servers
Housekeeping Director
Housekeeping and Laundry
Head of Security
Guards
Transportation Maintenance
Medical Secretary
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• Assist director of care in checking eligibility
• Opening initial patient chart
Registered Nurse
• Under the general direction of the Director of Care or designate, this position is responsible for assessing, coordinating, supervising, administering, and evaluating resident care in the assigned area.
• Ensures development, implementation, and ongoing administration of resident care by utilizing the nursing process, critical thinking, problem-solving and decision- making skills.
• Provides clinical leadership particularly in complex or unpredictable situations and provides supervision to the LPNs and HCAs in the assigned area.
• Registered Nurse with current certificate with BCCNP.
• Previous residential care experience preferred and a genuine interest in working with the elderly and chronically ill is required.
• First aid certificate
• Can speak any Asian Language
4 (FT)
Licensed Practical Nurse
• Provides nursing care to residents in collaboration with Registered Nurse.
• Participate in planning, implementation, and evaluation of nursing care plans for residents.
• Perform resident care procedures in accordance with LPN scope of practice.
• Monitor vital signs, intake, and output.
• Administers medication as prescribed.
• Documents all aspect of care and completion of report as required by the facility.
• Registered LPN with current certificate with BCCNP.
• Previous residential care experience preferred and a genuine interest in working with the elderly and chronically ill is required
• First aid certificate
• Can speak any Asian Language
5 (FT)
Health Care Assistant
• Assist clients with ambulation, feeding, bathing, and grooming
• Consult with care manager on activities, needs and problems related to client care
• Utilize observation skills to note changes in client's condition
• Health Care Aide certification
• Long Term Care experience preferred
• First aid certificate
• WHIMS
• Food Safe
21 (FT)
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• Encourage participation in activity programs by assisting clients
• Provide emotional and social support to clients/families including palliative care
• Adhere to policies and procedures regarding quality assurance, fire, safety, and environment
• Patient centered care Non-violence crisis intervention
• Can speak any Asian Language
Recreation Coordinator
• Develop, coordinate, and evaluate meaningful programs and services to meet the social, physical, intellectual, emotional, vocational, and spiritual needs.
• Assist in maintaining a safe and secure environment for the residents, visitors, and other staff members as well as a pleasant, creative, and non-threatening environment for recreational activities
• Recruit and supervise Activity Aides, community resources and volunteers and Drivers (if applicable) including orientation, training, and development requirements;
• Ensure a high level of resident engagement.
• A degree from a post- secondary education program relating to recreation, gerontology, social work, or equivalent related experience
• One to three years of related experience ideally in a retirement, long term care or health care environment
• A valid driver’s license or be willing to upgrade to the required license
1 (FT)
Physiotherapist • Observe clients’ issues and analyze what exercise is needed
• Use special techniques to move clients’ body, provide therapeutic exercise and massage
• Create calm and relaxing atmosphere for clients
• Diploma in Physiotherapy
• Registered Physiotherapist In BC
• Knows how to speak any Asian Language is an asset
4 (FT)
Occupational Therapist
• Provides exceptional Group Fitness classes, programs, and service to meet the diverse needs of the clients
• Works towards the fulfillment of clients’ goals as outlined on assessment
• Degree in Occupational Therapy
• Registered in College of Occupational Therapist in BC
• Knows how to speak any Asian Language is an asset.
2 (FT)
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• Provide fall prevention education as directed by coordinator
Hair Stylist • Cut, shape and trim client’s hair
• Wash, blow dry and style client’s hair
• Maintain personal hair station, including sweeping up hair
• Diploma/ Certificate in Cosmetology
2 (PT)
Housekeeping Director
• Supervise the housekeeping staff and ensure that the staff maintains high standards of room cleanliness.
• Train the housekeeping staff in proper procedures to follow, policies, and job safety.
• Handle administrative tasks such as generating staff work schedules, ordering cleaning supplies, and managing the housekeeping budget.
• Monitor the work of housekeepers, inspect rooms, and investigate customer complaints.
• Grade 10 or equivalent combination of education or training
• WHIMIS Certified required
• Previous Housekeeping Supervisor experience
1 (FT)
Housekeeping and Laundry Staff
• Changing and washing linens.
• Clean an disinfect bathrooms, mirrors, and replenishing washroom supplies.
• Floor cleaning which includes sweeping and mopping.
• Emptying trashcans and cleaning air vents.
• Grade 10 or equivalent combination of education or training
• WHIMIS Certified required
6 (FT)
Maintenance • Perform minor fixes
• Install necessary appliances and equipment as needed
• Check control panels and electrical wirings
• Maintain grounds, including garden and yard upkeep, trimming, edging, mowing lawn and collecting trash.
• Complete regular maintenance tasks
• Minimum grade 12 graduation or equivalent
• 1-year related experience
2 (FT)
Cooks • Preparing foods according to recipes, mixing ingredients as directed by Supervisor or Manager.
• Graduate from a recognized program in quantity cooking
4 (FT)
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• Planning cooking schedules to have food ready on time and to minimize time between completion of cooking and serving.
• Testing cooked food by taste to determine if properly cooked and seasoned.
• One-year related experience
• WHMIS, Food Safe
General Food Service Worker
• Provide dining services to all residents and guests.
• Wash pots, dishes.
• Dining room and cafeteria duties such as sweeping, mopping, and recycling.
• Food Handling Certificate
• Smart Serve or other approved alcohol service certificate
• 1-year experience in a variety of dining environments
5 (FT)
Head of Security
• Maintain continuity of operations, and safeguard the organization
• Direct the guards in identifying, developing, implementing, and maintaining security processes, practices, and policies throughout the organization
• Diploma in Emergency and Security Management
1 (FT)
Security Guards
• Ensures safety of the residents, staff, and guests
• Minimum grade 12 graduation or equivalent
• OFA Level 1 First Aid
• CPR Level C.
• BC Security Guard License
• Unrestricted Class 5 driver’s license
6 (FT)
Driver • Conduct pre-and post-trip inspections to ensure proper operating condition of vehicle and onboard equipment.
• Pick up clients on time and delivering them to their destination safely and within reasonable period Ensuring the safety of all passengers by use of appropriate on-board restraints for wheelchairs and other mobility aids
• Must have unrestricted Class 5 driver’s license.
3 (FT)
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Our manpower and labor are always monitored and updated for contingency in case of short staffing. We ensure that proper staffing and allocation of personnel are highly implemented to avoid delay in the operations. Our scheduling system should be fully functioning and must abide with the require number of persons for every operation. Our daily operations should meet the set opening time and closing time. Time of operations varies depends on the location and department are operating.
Below are the different 24/7 schedules of each department.
ADMINISTRATIVE DEPARTMENT
Job Title Mon Tues Wed Thurs Fri Sat Sun
Finance Director
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Accountant Assistant
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Human Resource Manager
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Marketing Manager 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Director of Care 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
HEALTH CARE DEPARTMENT
Job Title Quantity Mon Tues Wed Thurs Fri Sat Sun
AM Shift (07:00am- 03:00pm)
Team A
RN 2 8H 8H 8H 8H 8H
LPN 2 8H 8H 8H 8H 8H
HCA 10 8H 8H 8H 8H 8H
Team B
RN 2 8H 8H
LPN 2 8H 8H
WORKFORCE SCHEDULING
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HCA 10 8H 8H
Total: RN=2 LPN=2 HCA=10
PM Shift (03:00pm- 11:00pm)
Team A
RN 1 8H 8H 8H 8H 8H
LPN 2 8H 8H 8H 8H 8H
HCA 8 8H 8H 8H 8H 8H
Team B
RN 1 8H 8H
LPN 2 8H 8H
HCA 8 8H 8H
Total: RN=1 LPN=2 HCA=8
Night Shift (11:00pm-07:00am)
Team A
RN 1 8H 8H 8H 8H 8H
LPN 1 8H 8H 8H 8H 8H
HCA 3 8H 8H 8H 8H 8H
Team B
RN 1 8H 8H
LPN 1 8H 8H
HCA 3 8H 8H
Total: RN=1 LPN=1 HCA=3
Comments:
• Employees are grouped as Team A and Team B to be able to cover the unit for off and vacation leave.
• 30minutes break daily
DIETARY AND KITCHEN DEPARTMENT
Job Title Quantity Mon Tues Wed Thurs Fri Sat Sun
Dietary Director 1
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Cook A (am) 2
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
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Cook B (am)
2 06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
Cook A(pm) 2
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
Cook B (pm)
2 02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
General Servers A
(am) 3
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
General Servers B
(am) 3
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
06:00am 02:00pm
General Servers A
(pm) 2
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
General Servers B
(pm) 2
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
02:00pm 10:00pm
Total: AM Shift: Cooks=2, General Servers=3 PM Shift: Cooks=2, General Servers=2
Comments:
• Employees are grouped as Team A and Team B to be able to cover the unit for off and vacation leave.
• 30minutes break daily
HOUSEKEEPING, MAINTENANCE, LAUNDRY DEPARTMENT
Job Title Quantity Mon Tues Wed Thurs Fri Sat Sun
Housekeeping Supervisor
1 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Housekeeper A (am)
2 07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
Housekeeper B (am)
2 07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
Housekeeper A (pm) 1
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
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Housekeeper B (pm)
1 03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
Housekeeper A (night)
1 11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
Housekeeper B (night)
1 11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
Laundry Staff
2 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Maintenance
2 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Total: Housekeeping: AM Shift=2 PM Shift=1 Night Shift=1
Comments:
• Employees are grouped as Team A and Team B to be able to cover the unit for off and vacation leave.
• 30minutes break daily
WELLNESS AND FITNESS PROGRAM
Job Title Quantity Mon Tues Wed Thurs Fri Sat Sun
Recreational Coordinator 1 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Hair Stylist 2 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Massage Therapist 4 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Fitness Instructor 2 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
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Legend:
Day Off
SECURITY AND TRANSPORTATION
Job Title Quantity Mon Tues Wed Thurs Fri Sat Sun
Head of Security 1 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Security Guards A (am) 3 07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
Security Guards B (am) 3 07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
07:00am 03:00pm
Security Guards A (pm) 2 03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
Security Guards B (pm) 2 03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
03:00pm 11:00pm
Security Guards A (night) 1 11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
Security Guards B (night) 1 11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
11:00pm 07:00am
Driver 3 09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
09:00am 05:00pm
Total: Security Guards: AM Shift=3 PM Shift=2 Night Shift=1
Comments:
• Employees are grouped as Team A and Team B to be able to cover the unit for off and vacation leave.
• 30minutes break daily
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Harmony Home Care is designed to accommodate our seniors as convenient and quickly as possible during the registration and admission process. We maintain and sustain zero occurrence of production wastes such as prolonged waiting time, delayed assessment, improper care distribution and client assignment, and queuing admission. Thus, we are increasing customer satisfaction and company’s profit. In order to deliver an efficient and effective operation process on admission, we develop capacity management initiatives which includes strategic capacity planning, implementing capacity strategies, and identifying of capacity limitations. A. Strategic Capacity Planning Our strategic capacity planning considers our available resources and the timing dimensions in terms of short term, medium term, and long term. Short term: As a short-range planning, our company should maintain the adequacy of our current resources such as availability of electronic database record, computers, human resources, and other equipment and combine these with standardized time allocation. We ensure that our daily resources and staffing meet the required amount and time to maintain the capacity flexibility. During our admission process flow, internal resources, on duty RNs, Medical Transcriptionist, Dietician, and Physicians should be properly scheduled and manned. Also, decision processes such as room assignment, meal to be served, medication outsourcing, and recreational scheduling should be readily available to be provided to our residents. Medium Term: In our medium-term planning, we must focus on our costumer awareness and client-centered services operations to enhance our demand and increase our revenues and cash flows. Our medium-term planning is to focus on the production and operations in monthly and weekly basis to sustain workload flexibility. In the course of admission process, we ensure that there will be available casuals and part- time for the whole monthly schedule. They will serve as additional staff in-case of high demand and contingencies for unforeseeable short-staffing. Managing adequate number of employees to lighten the workload will lead to low workload capacity. Residents will be accommodated well producing high customer satisfaction. We sustain the functionality of our all our equipment by weekly and monthly inspection and quality check. In-case of any defects and discrepancies detection, exchange and repair of such supply or equipment can be executed immediately. Long term: For our long-term planning, we focused on the employees’ performance and resources utilization in a quarterly evaluation and inventory. Also, we anticipate future
CAPACITY PLANNING AND IDENTIFICATION OF
CAPCITY LIMITATIONS
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needs for improvement on our production and services’ operations by expanding the capacity and eradicating production wastes. We ensure that our employees are updated by providing training, seminars, and workshops. Their internal strengths such as high skills and sufficient knowledge will create more personal and performance capacity to the operations. Our strategic planning can be summarized as shown in the table below.
Time Horizon
Short Medium Long
Demand Levels
Low Daily scheduling and inventory
Costumer awareness and service promotion
Staff performance evaluation and resource utilization
Moderate Inspection of supplies and equipment and anticipated short- staffing
Process and staff flexibility
Providing professional and personal growth
High Adequate and additional staffing and supplies for daily operations
Casuals and part- time staff availability and pooling
Expanding personal and performance capacity. Prevention if operation wastes
B. Capacity Strategies Harmony Home Care develop capacity strategies at an individual, department, and organization level. Each level of capacity must be strengthened using action plan. At an individual level, we focused on our employees’ training, well-being, satisfaction, and incentives to increase their personal and performance capacity. At the departmental level, our efforts are focused on job enrichment and job rotation initiatives to enhance capacity flexibility for each department. Also, we ensure effectiveness of information flows to elevate systems capacity. Finally, at an organizational level, we are targeting on waste reduction, operation diversity and flexibility, and capital equipment.
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These strategies can be summarized as shown in the table below.
Strategy Level
Individual • Train employees on customer service, safety, and quality healthcare
• Provide incentives and appropriate compensation
• Promote work-life balance
Department • Job rotation and job enrichment to achieve staffs’ flexibility capacity
• Proper dissemination of information and line of communication
Organization • Release capacity through waste reduction
• Capital equipment acquisition
• Flexible operations
• Achieve diversity of operations and services
C. Identification of Capacity Limitations After formulating the strategic capacity planning and developing capacity strategies, we have identified the capacity of our multiple flow units of our operations. Determining the capacity of each flow units will show whose operation has a limited capacity which can reduce our production. Capacity= m/activity time or units per minute where in m= the number of resources. Flowrate= minimum demand/time required Implied Utilization=demand / capacity (Can very well exceed 100%) Utilization = flowrate / capacity (between 0% - 100%)
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Process Minimum Demand
Resources needed by service
Time required
Capacity/
minute Flowrate
Implied Utilization
Utilization
Patient registration
2 residents 1 Medical Secretary
1 computer 30
minutes 0.033 0.067 61% 2%
Admission 2 residents
1 admitting officer
1 computer 120
minutes 0.008 0.167 250% 21%
Room assignment 2 residents
1 case managers (RN) 25 Available rooms
per care need category
15 minutes
0.067 0.133 30% 2%
Initial assessment by RN
2 residents 1RNs
2 LPNs 45
minutes 0.067 0.044 30% 1%
Initial Assessment by physician
2 residents 1 physician
2 Medical Secretary 2 computers
45 minutes
0.067 0.044 30% 1%
Contacting family doctor
1 resident 1 physician 1 computer
60 minutes
0.017 0.016 58% 0.09%
Medication reconciliation
1 resident 1 RN
2LPNs 30
minutes 0.100 0.033 10% 0.33%
Special Diet orders 1 resident 1 dietitian 30
minutes 0.033 0.033 30% 1%
Routine exercise preparation
1 resident 1 Physical therapist
1 occupational therapist
60 minutes
0.033 0.016 30% 0.48%
Medication outsourcing
1 resident 1 LPNs 60
minutes 0.017 0.016 58% 1%
Dietitian Consultation
2 residents 1 dietitian 60
minutes 0.017 0.033 118% 2%
Recreational Scheduling
2 residents 1 recreational coordinator
90 minutes
0.011 0.022 182% 2%
Meal Preparation 4 residents 4 cooks
3 cooking units 60
minutes 0.067 0.067 60% 1%
Table 2. Capacity Design of Admission Operation
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Figure 16. Admission Flow Operation and its Bottleneck The illustration above shows the multiple flow units of our admission process flow. It showed that the bottleneck process during the entire admission operation is the admission flow unit with time required of 120 minutes. Analyzing the behavior of our operations and our workforce, we have identified that the operation with highest implied utilization indicates the bottleneck process step. It was found out that the Admission Operation (step 2) is the bottleneck with the implied utilization of 250%, time required of 120 minutes, and a capacity of 0.008 per minute. To manage the process flow unit with the limited capacity (bottleneck), our company have implemented initiatives to improve the capacity. This can be done by increasing the number of workforces, improving the skills, and expanding the resources.
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Inventory control is utilized to maintain the right balance of stock in our storage and ensures that we have enough product on hand to meet the demand. The key to proper stock control is to have a deeper understanding of customer demand for our product. The main purpose of this is to maintain inventory at an appropriate level. this will avoid surplus and shortages of supplies (refer to Table 2). Initially, we use a manual inventory system. This is for the following reasons:
1. Spending high costs of automatic inventory for only a few supplies is not practical. 2. Manual checking for a small number of supplies is beneficial for better controlling
since it is easier to inspect and repurchasing items. 3. Manual inspection is useful and significant for certain items such as produce items
(green leafy vegetables, fruits, and salads etc.) to check for freshness and expiration. Our inventory quantities are especially based on having at least 20 clients for the first four weeks of our business. We expect that our kitchen inventory’s turnover will be 6-8 times monthly. Since our company is composed of different departments, each department is held responsible for its inventory management. A decentralized purchasing approach is utilized to analyze the turnover cycles that will help in setting an automatic inventory system in the future.
INVENTORY CONTROL
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Inventory type Item Quantity Supplier
Food and dietary
Milk 18 Gallons/week
Local shop- Costco save on foods
Michael's artisan Bakery
Bread 25 packs/week
Mixed nuts 7 boxes/week
pasta 30 boxes/week
Cereals and oat meal 15 boxes/week
Fruits 12kg/week
Rice/Quinoa 2 bags/week
Leafy Greens 13 kg/week
Banana 150/week
Chicken /Fish 20 pound/week
Olive oil 2 gallons/week
Bedding
Bedsheets 75
All Modern Bed & bath beyond
wayfair.ca
Linens 75
Pillows 30
Duvet 50
Duvet covers 70
Mattress 50
Mattress pads 70
Blankets 25
Bath and beauty
Salon Products West coast beauty Amazon business
Beauty depot
Shampoo and conditioners 30
Shower gels 30
Facial soaps 25
Cleaning and maintenance
Detergent 2 cases
Duplex Nexday supplies
Coast cleaning supplies
Degreaser 1 case
Stain Remover 2 case
sanitizer 5 cases
Dryer sheets 1 case
All-purpose cleaner 3 cases
Oven Cleaner 2 cases
baking soda 5 boxes
Scrubbing Sponges 20 packs
Toilet cleaner 10 cases
Glass cleaner 10 cases
Cleaning aprons 20
Microfiber scrub pads 10 packs
Floor cleaner 3 case
duster 10
laundry bags 5 packs
Gloves 2 case
Medical
Syringe and needles 50
Regency medical supplies Pharmaceutical direct
Medicine Cups 50
Inhalers 5
Towels 25
Compartment Trays 7
Alcohol pads 5 boxes
Gloves 20 boxes
Cotton balls 10 packs
First aid kits 15
Thermometer 10
Table 3. Inventory of Supplies
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Managing our supply chain is vital to our business as it increases competitiveness and customer satisfaction. The supply chain dedicates and provides services or products to our customers. The supply chain is the supply of parts goods, materials, personnel, services needed in a timely and effective manner.
The Supply chain design service industry requires a great deal of focus on responsiveness, efficiency and control as an ability to get closer to the customers.
We will follow a typical supply chain model in our service business. The selection of suppliers is based on the reviews and reputation and we have identified valuable suppliers including online retailers for outsourced materials and equipment to be used for services. To increase efficiency and effectiveness, we utilized a decentralized purchasing approach.
Supply Chain Model
Figure 17. Supply Chain Model
SUPPLY CHAIN
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Tracking quality is a challenging process but attainable. This is the only key to our customer’s satisfaction. To excel in both we are paying special attention to every possible inspection point. We are clear with our standards regarding quality and are committed to providing something extra every time. We know care service is less about qualification than is about attitude. Safety, dignity, respect, choice, comfort, freedom of expression, being valued are essential to the quality of life and that all you will find at our place. At Harmony care home, we offer both products as well as services to our clients. Thus, we need to measure the quality of our inputs (services, equipment used, groceries etc.), intermediary processes (attitude of our staff, how they perform their duties, food preparation etc.) and output (customer satisfaction). To ensure the quality of products being used in all services we choose personalized checkpoints (kitchen staff responsible for using fresh ingredients in the preparation of foods). Our Key Performance Measurement will help us to be on track and evaluate the differences between the expected and actual levels of our performance overall. But there are some further steps to maintain quality: Individual and management training programs: we will set regular training schedules for all employees to ensure that each employee understands and practice the same desired code of conduct at facilities and those who are performing exceptionally good are rewarded and appreciated to motivate the staff. Employees in leading positions will be given special HR training so that they can establish great team leaders and eventually support and help others to move towards organizational goals. Strive for continuous improvements: Using a Team Approach every worker will be made responsible and answerable for his or her work, action or behaviour in an effort of continuous improvement. Technological advancement: In long-run, we are ready to use an automatic inventory system to avoid any human errors. Apart from this, technology will be our main channel to join society outside and to inform them about our services. Open feedback and fair treatment: feedback can be proved as a guiding resource for the growth of our organization. We are always open to any suggestions from our customers or employees and ready to improve learning from our mistakes and we ensure the unbiased treatment of any issue arose anytime to improve the general environment. Empowerment of employees: empowering employees means they can act and make decisions within our organization. It shows a sense of trust and understanding. employees feel a sense of belongingness. Thus, act responsibly toward organizational goals.
QUALITY
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Our Key Performance Measurements (KPM) are well documented, discussed, and compared on a weekly basis to identify the effectiveness of each operations and to determine any variances in terms of schedule, budget, scope, quality, and resources. A. Process KPI: Providing and delivering high quality service both medical and nonmedical and ensuring the satisfaction of the customers and employees are the core of Harmony Home Care. Our daily operations which includes daily health services, emergency, medication administration, appointments, transportation, and outdoor activities met all the standards of safety, quality check, effectiveness, and efficiency. These are continuously monitored and analyzed in case of failure and for improvement to meet the customers’ requirements and demands. There is zero incident of sentinel events, accidents, and occurrence of health compromise among our residents and employees through strictly abiding the companies’ protocol, guidelines, and policies. Our business utilized cost-benefit analysis, capacity management, and resource utilization. This measures the effectivity and productivity of business’ operation process.
• Resource Utilization Resource Utilization is used to measure the performance of each people in the allocation of their time during the whole process and operations.
• Cost-Benefit Analysis The cost-benefit Analysis is utilized to analyze decisions, systems, and determine the value of intangible, tangible, direct/indirect, and actual cost. Activities that include cost-benefit analysis are developing benchmarks for comparing operations, deciding whether to pursue a process, evaluating new hires and resources, weighing investment opportunities, assessing change initiatives, and quantifying effects on the management and labor.
B. Input KPI: Ensuring and sustaining our financial resources is one of our foundations. Harmony Home Care ensures that all financial resources (internal/external) are feasible and achievable. Financial allocation, cost of production, and cost for services met the agreed budget with zero inventory of underbudget and overbudget. Allocation includes training for the staff, accreditation, quality of raw materials, and research and development for further improvement. Our daily operations and process actual cost should not exceed with the budget cost. All the items should be listed and prioritized based on hierarchy of needs.
KEY PERFORMANCE
MEASUREMENTS
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Personal expenses should also be tracked ensuring that the budget was spent is under the budget estimates Our assets and resources invested in or used to generate business result is measured by the cost variance and Cost Performance Index.
• Cost Variance The Cost Variance (CV)is utilized to determine the difference between the planned value and actual value. Cost Variance (CV)= Earned Value (EV) – Actual Value (AV)
• Cost Performance Index Cost Performance Index (CPI) is used to measure the financial effectiveness and efficiency of the operations and processes. It shows the amount of completed work for every unit cost spent. Cost Performance Index (CPI)= Earned Value (EV) / Actual Value (AV)
C. Leading KPI: Our operations’ schedule and scope are measured and continuously monitored for effectiveness. This is also one of our backbones to ensure the success of our business. All the operations, and services and goods to be offered are within the agreed and set schedules. Schedules should be kept tight, meet every processes’ deadlines, and ensure that there will be no delays and limited capacity (i.e. Bottleneck) for the whole process chain. Our company should continuously track all the schedules, prevent possible delays, and minimize the occurrence of schedule risks without compromising the quality or the safety of everyone involved in the operations. All the activities’ timelines that have a significant impact on our future processes’ performance, capacity, utilization, and effectivity are measured by Schedule Performance Index.
• Schedule Performance Index Schedule Performance Index (SPI) is utilized to measure the gap of the project before its completion in relation to the planned schedule. It is calculated by dividing the budgeted cost of work performed (earned value) by the planned value. Schedule Performance Index (SPI)= Earned Value (EV) / Planned Value (PV)
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D. Success Measurements:
• Record a 70% increase in residents’ satisfaction, safety, and health within 6 months period.
• Increase of employees’ satisfaction rate by 40% and their performance rate by 30%
• 30% increase in residents’ admission rate within a 1-year period
• Reduce drug administration error and work-related injuries by 95%
• Reduce documentation error by 80%
• Increase in compliance to safety and infection reduction standards by 95%
• Reduce admission processing time to 60%
• Increase profit by 20% and ROI by 30% after 2 years
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Risks in operations management are characterized as a constant cyclic procedure that incorporates risk assessment, risk decision making, and usage of risk control, which brings about acknowledgement, mitigation, or avoiding the risk. Operational risk management is the oversight of operational hazards, including the risk of misfortune coming due to deficient or failed internal steps or processes and frameworks; human elements; or outside occasions. In contrast to other kinds of risks (market risk, credit risk and so on.). risk planning helps to reduce the chances of any kind of failure in the operation and helps gain profit.
A. Risk Assessment
RISKS PROBABILITY IMPACT OVERALL
Labor shortage Low to Medium High
High
Political or Governmental changes Low to Medium High High
Equipment failure Medium Medium High
Supplier bankruptcy Medium High High
Late supplies of resources Low Medium High
Making wrong estimation of cost and resources Low Medium Medium
Team miscommunication Low Low Medium
Shortage of products and resources Low Medium Medium
Miscommunication with the customer Low Medium Medium
Technological risks Low Medium Medium
Unsanitary conditions (improper cleaning of rooms etc.) Low Medium Medium
Unable to perform procedure as taught Low Low Low
Scheduling shifts Low Low Low
Unfavorable weather conditions Low Low Low
RISK IN OPERATIONS
MANAGEMENT
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B. CONTINGENCY PLANS
Contingency plan every risk that was identified, the contingency plan is established. The following are our contingency plans and interventions:
1. Governmental changes
In case of a change in the government, the new government may decide not to provide funds for the project for some time. This would eventually lead to the slow down of the business as supplies may slow down due to low funds. In such cases, the operations manager or the team would dictate the resources in such a way that the business stays on schedule and does not slow down. Change in the government may also lead to increase or decrease of taxes on the organization, New government formed may impose higher taxes on our organization and might lower the taxes for others, so to be prepared for a situation like this we will stay up-to-date since changes in the interest rate can affect the demands of the company.
2. Labour shortage
Labour shortage can be due to several reasons. A company might face labour shortage when they are only hiring skilled workers and ignoring other people who are passionate about the job but are not that skilled etc. Considering such cases we are going to have 3 to 4 hiring events in which we will give our first preference to skilled people who have better knowledge or are more familiar to our business but we will also pay attention to other people who seem to us are truly passionate and are willing to put their all efforts into the business. Since jobs which pay high are more luring to the candidates, so to attract several workers to our business we will offer higher wages and better benefits to our workers. We are going to ask the employees who are currently working with us to spread the word whenever we are hiring. We will ask them to put the ads on their social media about job positions that we have open.
3. Equipment failure
Most of the time the way we expect things to work they do not work that way. The risk for equipment failure could be present in numerous ways. Companies from where we buy our pieces of equipment may seem very promising to use in the advertisements or when we research them online. In such cases, we should take reviews from other associations, companies or organizations who bought equipment from those companies earlier and have better information about them. While buying equipment or machines we should do the research for multiple companies selling those machines or equipment, ask others about their experience with those companies and then buy equipment from them. Organizations should also have some backup alternatives just in case if one company fails to fulfill their promises then the organization would be able to switch to some other company right away.
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4. Supplier bankruptcy
There might be such cases where a supplier might go bankrupt due to any reason. In a situation like this, an organization or a company should do additional research about the supplier about their history, their reputation in the society, financial strength, their reliability, whether it provides a good service etc. Check the supplier’s online rating and opinions of people about that supplier. Organizations should also contact the supplier’s previous major customers and see their reviews about the supplier. Organizations could even switch their supplier in case if their previous supplier is not doing well. The switching supplier even helps the organization to decide which supplier is good for the organization in the long term. Organizations may even keep backup suppliers in such cases but organizations should make sure that their backup suppliers have complete knowledge of their business.
5. Late supplies of resources
There are such cases where supplies get delayed due to some reason and that might be due to the harsh weather condition or lack of responsiveness of the supplier etc. In such cases, these companies or organizations should regularly go through or check the weather forecast so that they know if they are going to face some problem and should ask the supplier to supply the resources before their fixed time or date. Moreover, while selecting a supplier we should check their reviews and ratings from their other customers. The company should even do additional research about their records, how responsible are they etc. Organizations should offer suppliers a good amount of money to receive a good service from them.
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A. Suppliers
Management of supplies will be important because it is hard to find a good supplier, moreover, a list of suppliers with the best ratings is limited. Other than this, the supplier is a requirement of every business since it is hard to run a business without a supplier because it is difficult to get everything a business needs from the very beginning. It is even more important to fulfill customer’s demands on time to maintain the company’s reputation and for the growth of the organization. Since strategic partnership plays a key role in any organization so the supplier and the organization must have a good commercial relationship between them. While choosing a supplier an organization should focus on whether the supplier is reliable, provides a good quality service, financial strength, flexibility, its reputation in the market etc. B. Packaging Packaging plays an important role in the marketing of the product or service. In some cases, the color and design of a package affect the behavior of the customer as these things may attract the customer’s attention to the product. Packaging of a product has various features that have a great effect on the customer such as color, design, exposure of the brand name, added value etc. Packaging influences 70% of the customer’s decision of buying a product or service. The packaging design of the product or service decides whether the customer will buy the product or not. Packaging also protects the product from getting damaged due to any reason whether that is any human error, environmental issues, any breakdown or catching dust etc. C. Seasonality
Seasonality cannot be ignored by any kind of business or organization even if the organization feels that seasonality is of no interest, but the services are still affected by seasonality. Seasonality plays a crucial role in any business. Seasonality is one of the reasons why an increase or decrease in sales is not explained. Seasonality is a natural process and is the aspect of a business or organization which cannot be avoided at any cost. Consideration of seasonal changes is very important for making a good understanding of business, for example, the demands of customers usually go high in the holiday season etc. A better understanding of seasonality provides a hint to the business owner of what factors can and cannot be controlled, in such conditions an organization will be able to allocate resources and money where they could make a difference.
OTHER ISSUES
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D. Government regulations
Government regulations may affect business in several ways and are very important to be considered in order not to disobey any law or regulation. There are several policies and regulations implemented by the government to be a guide for any kind of business or organization. One of them is the basic pay given to the employees working for the organization and keeping some other policies in mind which could affect the business but not directly. In case if there is a shipment of any product or equipment required by the organization is going to shipped according to the regulations and laws of which country which is going to receive them. Politically stable countries tend to make decisions that are more business-friendly that helps in the growth of the business and attract foreign investors. Interest rates are also influenced by the policies created by the government. The rise in the interest rates eventually leads to the borrowing of the money from the government and leads to the low spending of the consumer. E. Environment
Several businesses depend on the environment; hence environment is the other important factor that may affect any business. A business that contributes more to the protection of natural resources is favored more by the consumers. Because of consumers expanding natural mindfulness, eco-naming, ecologically agreeable items and green bundling are huge movers in the market. Most of the business are now using eco-friendly practices to increase their operating efficiency. These practices include consideration of environmental regulations, greenhouse gas emissions etc. and keeping in mind the 3R’s (reuse, reduce and recycle). The environment covers 5 areas which are the legal environment, economic environment, technological environment, social environment, and political environment.