Shaukat Khanum Memorial Cancer Hospital and Research Centre

Final Project
Organizational Behavior
Shaukat Khanum Memorial Cancer Hospital & Research Centre

Submitted By:
1. Ilyas Ahmad Farooqi L1F10Mcom0155
2. Javaria Naveed L1F10MCOM0154
3. UmarAkram L1F10MCOM0142
4. Adnan Afzal L1F10BCOM0034
5. M. Ahmad L1F10BCOM0053
Submitted To:
Project Of Organizational Behavior

Maam Mahpara Shah
Dedicated To
Our Parents who have always been a source of inspiration to
us.
University Of Central Punjab
ACKNOWLEDGEMENT
First of all, we are thankful to almighty ALLAH, who has given us the strengths and
determination to carry out this project.
We would like to express our sincere gratitude to madam Mahpara Shah our teacher, for
her valuable guidance, constructive comments and continuous encouragement throughout the
project.
We also like to express our sincere gratitude to the staff of Shaukat Khanum Memorial
Hospital & Research Centre that provide us with the opportunity to know about SKMCH
& RC and cooperated with us throughout the period of our project. They have provided us
with valuable information which helped us a lot in completion of this project.
Beyond of all the material available, we are very thankful to our respected resource person
DR. FAISAL SULTAN (C.E.O), MR. ABID HUSSAIN, MR. ADNAN TARIQ, MAJ.
NAUMAN (HEAD OF HR) MR. FAROOQ (HEAD OF FINANCE), MR. MAHMOOD
(HEAD OF MARKETING) who gave us appropriate knowledge about the organization.
Overview
SKMCH & RC is a welfare organization made with the funds and the donations of the nation.
It is working in the field of cancer research and treatment. We selected this organization,
because it is the first and only one organization in Pakistan working at international level in
concern of cancer treatment. We went to SKMCH & RC, So that we can study their
management functions and observe that how they are working according to international
standards.

Brief Contents
Part 1
Introduction
Part 2
Functions of Management
Planning
Organizing
Leading
Controlling
Part 3
Organization Structure
Formal Structure
Informal Structure
Nature of Organization
Culture Dimension
Communication
Types of communication
Which network is followed?
Current issues in communication if any? (Group Vine)

Interpersonal Relationship
Human relations climate in the org?
Ethics
How they Manage ethical behavior?
Or
Ethics within the organization
How they encourage the ethical behavior?
Performance Appraisal
Which Criteria & method they were using?
Effects of objectivity of performance appraisal methods & this effect
on employee performance
Satisfaction
How they motivate employees and which approach/ theory they were
following?
Teams
Types of teams
How they are benefit from that team culture?
Leadership
Which leadership style they have?
Leadership model they follow?
Leadership theory they follow?
Either the followers willingly and enthusiastically follow them? Or,
you have to use cohesive force?
Inspiration
Imran Khan had always been very close to his mother
and had enjoyed her support. In 1984, Imran's mother,
Shaukat Khanum became ill to such an extent that once
properly diagnosed, she was almost inoperable. She
suffered from cancer, which was known to be a rich
man's disease in Pakistan in that only well off people
could afford to fly to Europe to receive the treatment.
Inspite of flying to Cromwell Hospital in 1984, Shaukat Khanum died the following year in
acute pain. Imran was by her side during her last days when she suffered terribly. He felt her
pain but could not do anything for her. Imran's career was thus determined. When he retired
from cricket he would build the first cancer hospital in Pakistan in honor of his mother.
History
Imran Khan made a nation-wide appeal for the collection of funds from a match between
Pakistan and India on November 10, 1989 at Gaddafi Stadium, Lahore which raised Rs.
2,902,600. This was followed by a series of more than 50 successful fund raisers held
throughout the world. Pakistan's win under Imran's captaincy in the 1992 cricket world cup in
Melbourne helped fundraising efforts. He was able to collect one and a half million pounds in
just six weeks after the World Cup when the same amount had taken 2 years to collect earlier.
He donated his entire prize money of 85,000 pounds for the project. In 1994 when the project
required more financing for the ongoing construction, Imran Khan launched a mass contact
campaign in which he toured 27 cities in the country and collected Rs. 120 million. During
the entire campaign for the construction of the hospital, over a million individual donors from
ordinary citizens to the rich and famous pitched in. Everything from cash to jewelry and
valuables was donated.
SOURCES OF FUNDS - PHASE I
Donations
Credit and Loans
67%
33%

EXPENSES - PHASE I
Land and Building
Medical Equipment
Ancillary Equipment
Total
Pak Rupees
231,000,000
314,000,000
132,000,000
677,000,000
US$
22,200,000
Making of the Hospital

Designing and execution of the master plan was
overseen by Dr. Nausherwan K Burki MB, PhD,
FRCP, FCPS, FCCP, of the University of Kentucky
Medical Center, Lexington, Kentucky, USA in
collaboration with an international team of cancer
physicians and research workers. Designing and
architectural services were provided by Arrasmith,
Judd & Rapp, and Architects in Health Planning of Louiseville, Kentucky, USA.
Architectural details were handled by Messrs. Nayyar Ali Dada & Associates of Lahore.
Local engineering was performed by Messrs. Progressive Consultants, Lahore. Ground was
broken in April 1991 and the hospital opened its doors on December 29, 1994.
Hospital profile
The Shaukat Khanum Cancer Hospital was inaugurated in December 1994 and is the best
cancer hospital in the sub-continent. It is located in Johar Town Lahore and its market is
whole Pakistan. Its annual budget is 1600 million. There are 44 collection centers in Pakistan.
One new walk in clinic is opened in Peshawar, in Karachi the work is in process. The total
permanent staff of Shaukat Khanum is 1075 and out of which 350 female and 750 are male.
There are 100 physicians out of which 44 consultants and 60 residents. There is 160 nursing
staff and 450 allied medical and supporting staff
Chairman:
Mr. Imran Khan
C.E.O :
Dr. Faisal Sultan
10

Launching date:
1994
Companys nature
Dynamic/ Welfare
Area
214000 sq. ft
Commissioning of the Hospital
Source of Money
Donations
67%
Credit and loans
33%
Cost
$ 22 m
Building
$ 7.7 m
Medical equipment
$ 10.5 m
Ancillary equipment
$ 4.4 m
11
Mission
To act as a model institution to alleviate the suffering of patients with cancer through the
application of modern methods of curative and palliative therapy irrespective of their ability
to pay, the education of health care professionals and the public and to perform research into
the causes and treatment of cancer.
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Vision
Lets Bowl Out Cancer
Imran
was
fine
all-rounder
cricketer
and
inspirational captain whose crowning achievement

was leading Pakistan in winning the 1992 World Cup.
He uses their emotions about cricket and that why he
made a slogan related to cricket and that was Lets
Bowl Out Cancer.
13

Cancer is curable.
This sentence was first used to aware the people of Pakistan and also try to change the
misperception about the cancer.
SLOGON
The two crescents in the slogan are representing S for Shaukat Khanum and the
NURSING CAP stands for serrving patients with care, and the stars on the crescents
stands for glory ,peace, success and new life.
Corporate Values
Welfare
Our foremost value is welfare of the patients who are suffering from cancer. We want
to work for the betterment of humanity.
14
Integrity
We are committed to integrity in all we do, always, everywhere.
Respect
We respect every individual. We draw strength from equal opportunity and diversity,
at the same time supporting personal growth and development. We value each other and we
all benefit from the entrepreneurial spirit of each individual.
Teamwork
Teamwork is the essence of our ability to succeed as a universal and international
network bank. Our overriding loyalty is to the whole organization, requiring us all to learn
from each other and to share our skills and resources worldwide for our customers' benefit.
15
Accountability
We put special attention on accountability because our organization depends on the
funds and donations from the people we have a proper system of check and balances because
without that we cannot gain the trust of people. SKMCH& RC accounts are audited by
Messrs A. F.Ferguson a well known international auditing company
Professionalism
We value our patients and provide exceptional services that leave an impression and
we try to support our community and provide consistent and quality health services.
16
17
Organizations Structure
The Hospital is the project of Shaukat Khanum Memorial Trust a non profit legal entity
established under the laws of Pakistan. The hospital has a board of governance consisting of
Bankers, Researches, Businessman and Physicians who formulate policy ensuring that access
is provided to the maximum no. of poor patients who are given quality treatment at optimal
cost.
Board of
Governors
CEO
Resource
Development
Finance
Computing
Nursing
Operations
Inpatient
Pharmacy
Outpatient
Environmental
& Hotel
Services
Chemotherapy
Engineering
Operation
Theatre
and CSSD
Administration
& Human
Resources
Medical
Director
Clinical
Departments
Materials
Management
QA and Legal
18
Organizations Culture
Shaukat Khanum has a very strong and corporate culture.
They have people oriented culture where they take decisions and account the effects
of them on the people of an organization.
They have innovative culture in which they encourage their employees to be

innovative and risk takers to some extents.
There is no formal dress code but the jeans are not allowed for ladies.
Eatables are not allowed in any department except marketing department because that
department has its own kitchen.
Employees must reach and leave the office in time.

Employees are learning culture
The employees are learning culture through rituals.
Location & Market
In Pakistan the SKMCH is situated in Johar Town Lahore and covers all over Pakistan.
19

Income
(PKR in millions)
1995-96
2000-01
2005
2006**
Clinical
Zakat*
Donations
Other
35
109
87
18
211
131
190
15
573
265
326
40
653
383
369
Total
249
547
1,204
1,405
CERTIFICATIONS of SKMCH & RC
USAID - Management Standards
Det Norske Veritas Management System Certificate
Pakistan Centre of for Philanthropy - NPO Certification Award
Christie Hospital NHS Trust
INCTR - Certificate of Associate Membership
UICC Membership Certificate
20

Significant Achievements
1 - Patient Services
They have had around 9500,000 patient visits as of June 30, 2006. Over 80% of these
patients have been provided free treatment. The amount of money spent to provide free
treatment to indigent patient in this is well over $28 million.
2 Services to Pakistan
The Hospital uses it resources for the benefit of the population as a whole. We hold
seminars and conferences in Oncology and other areas as diverse as Housingkeeping,
Biomedical Engineering and Cancer Awareness. For public awareness, Article on common
cancer is regularly published in the press both in Urdu and English.
3 Education and Training

It is the integral part of the hospitals vision to educate and train Healthcare
professional who can help improve the standard of medical care in Pakistan. Other
educational activity include courses and training programmes under the guidance of local and
international professionals in the field of cancers, treatment and awareness as follows
Intramural and Collaborative e.g.
1.
University of Bradford, UK
2.
College of Physicians and Surgeons of Pakistan
Doctors - post-graduate training programs
1.
Nuclear Medicine & Radiology
2.
Medical Oncology & Radiation Oncology
3.
Pathology & Medicine
1.
Nursing purpose built educational facility

Oncology nursing
Medical technology lab and radiology
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Allied health specialties respiratory therapy
4 Research
The hospital is currently involved in the several research projects mainly involving
cancer drug research, patient treatment outcomes, epidemiology studies, appetites, ethical and
Lahore tumor registry
5 Affiliations
Shaukat Khanum is affiliated with some of the worlds most prestigious cancer
hospitals, which assist in training personnel and providing collaboration on the lastest
innovations in cancer treatment and research. These affiliations include
Christie Hospital, Manchester, UK.
The University of Kentucky College of medicine, Lexington, KY,USA.
DKFZ (Detaches Krebsforschungszentrum), Heidelberg.
Recent Achievement and Award

Award
SKMCH won award from WHO in Geneva, 2004
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Recent Achievements
Inaugurated Research Wing
Opened Walk-In Clinic in Peshawar
Conducted successfully First Bone Marrow Transplant

UNIQUE ASPECT OF ORGANIZATION WORTH NOTE
PET CT scan
There is no pet ct scan in Pakistan and patients has to go abroad for this essential test
as a part of its ongoing program of clinical excellence in cancer care,SKMCH and RC is
investing in cyclotron and CT PET for the benefits of Pakistani patients .this will require a
massive investment of almost 5 million us dollar. Work has started on the project and the
facility should be available by late 2007.
SKMCH AND RC will also be able to provide the isotope 18 FDG to other centers as far
away as Karachi.
Bone marrow transplantation
SKMCH AND RC conducted its first bone marrow transplantation procedure on a
patient
name
MUHAMMAD
SALMAN on April 26 2006

making it the fourth facility in
Pakistan, by the first in Lahore, to
have acquired the facility. The
transplantation which cost RS
1400000
was
conducted
absolutely free .the project was

financed by a generous donor who
wishes to remain anonymous.
23

Fundraising
The various offices and activities related to each section are given below.
Fundraising Offices
1.
Head Offices, Lahore
2.
Regional Offices
Karachi
Islamabad
Overseas Offices
U.K
U.S.A
Gulf
Fundraising Activities
The two major sources of fundraising are: -
1.
Zakat
2.
Donations
Zakat
According to Shariah (Islamic Rule), an individual has to give 2.5% of his wealth held during
the year, in charity, This is called as Zakat. Zakat can be given at any time of the year.
However, traditionally most of the people pay Zakat, during the month of Ramadan (Islamic
Calendar month in which Muslims fast). To collect maximum amount under the head of
Zakat, which is totally spent on the treatment of poor cancer patients. A comprehensive
campaign is launched in Pakistan and overseas. All offices of SKMCH&RC participate in this
activity and are supervised and coordinated by the head office at Lahore.
Donations
Following products/campaigns collectively contribute towards achieving the revenue targets
of Donations: -
Fundraising from High Net-Worth Individuals
Sponsor a Cancer Patient
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Concerts / Fundraising Dinners
School Fundraising Campaign
Equipment / Material & In-kind Donations
Hide Collection Campaign
Fundraising from Corporate Sector
In-Patient Room Nomination

Events
Telethon
Hope telethon on ARY DIGITAL
The hospital staged a live telethon on ARY digital in which IMRAN KHAN Chairman
board of governors. Two formers miss worlds YUKTA MUKHAY and DIANA HAYDEN,
famous Indian actor GULSHAN GROVER and world renowned cricketers WASIM AKRAM
and Sunil GAVASKAR in 2004.
In 2006 SUSHMITA SEN presented her painting for auction which was bid in 30 lakh
dirham in Dubai.
In December 2004 a unique day at the hospital, bollywood actor Amir Khan came to
help in raising funds for the hospital. He presented his bat used in lagan for auction which
sold out for RS 6 million.
Member House of Commons Canada Miss Carolyn Parrish accompanied by members

of Pakistani community in Canada visited recently.
The Canadian high commissioner for Pakistan, Miss Margaret Huber visited SKMCH
and RC in Oct 2004
Jan 11,2006 the complete Indian cricket team visited SKMCH and RC on Eid day.
25
Planning
SKMCH & RC stated goals are their real goals. They dont have any discrimination
between them and they work in the same way as they project in their companys statement.
Long Term Goals
Research basic and clinical.
Community and outreach services.
Enhancement of automation.
Capacity enhancement.
Support services building
2006-07
Fourth clinical building
2006-08
Regional cancer centers
Karachi
Peshawar
New Directions in Fundraising.
4 Storey Block (if permitted by Government, 9 storey block).
Phase 1: Basement + 3 Floors.
Phase 2: 5 Floors.
At the moment, Phase 1 & shell of Phase 2 under construction.
26
SWOT Analysis
Strengths
Weaknesses
Free of cost quality treatment of
(Not identified)
cancer for needy people
Research centers
Highly equipped machinery
Proper check and balances
Opportunities
Threats & Challenges
Fundraising Challenges
Healthcare Costs
Capacity limitation
Dearth of trained manpower
Threats and Challenges
Fundraising challenges
Healthcare costs
Capacity limitation
Dearth of trained manpower
Strengths
free of cost quality treatment of cancer for needy people
27

research centers
highly equipped machinery
proper check and balances
first preference to quality
weaknesses
not identified
Competitive advantage
Although SKMCH &RC is not having any such competitor in Asia but if we thing about
anyone its AGHA KHAN Hospital but only in cancer research. SKMCH & RC has the
competitive advantage on AGHA KHAN Hospital in quality treatment and revenue
generating field.
MIS Department
SKMCH & RC has management information system department (MIS). Whole
hospital system is being regulated by it. MIS department has developed software of hospital
information system (HIS). This software is a core competency of hospital as none of the
Asian hospital is having such hospital. It can be only be compete with any USA organization.
Quality First
We, at SKMCH & RC are guided by core principles of Quality, Equity, Transparency
and Merit. We are dedicated to:
Providing High Quality Service to our Patients irrespective of their socio-economic
status, in the timeliest manner.
Acting as a Model Institute in providing cancer education to healthcare professionals and
perform research into causes and treatment of cancer.
Developing and Nurturing a Culture, which motivates each employee to strive for
continual improvement in their work.
28

BCG Matrix
When we asked about the BCG matrix of SKMCH&RC they replied that their fund
raising/marketing department is a CASH COW and pathology and radiology department are
their STARS but when asked about the DOGS they reply we cannot identified exactly about
the DOGS and the Questions Marks because we are a welfare organization and our DOGS
and Questions keep on changing from time to time so we cannot pin point Dogs and Question
Marks like the product of any organization.
BCG Matrix
Cash Cow
Stars
Fundraising/Marketing
Pathology and Radiology
Department
Department
Dogs
Question Marks
Not Identified
Not Identified
Organizing
Organizational Structure
Shaukat Khanam is organic and highly structured organization. As they have very
uncertain environment because they have to face new challenges concerning treatment and
research of cancer
Purpose of organizing
Divide work to be done specific jobs
29
assign task and responsibility
coordinate diverse organizational task
establishes relationship among individual, groups and departments
establishes formal line of authority
allocate organizational resources
Work Specialization
They have divided their work in different departments and every individual does his
own job, like Marketing Department, Finance Department and HR Department.
Departmentalization
SKMCH has highly functional departmentalization. The Marketing Department is
mainly the Profit Center of SKMCH .They collect the profit for SKMCH and use that profit
in the treatment of needy patients.
Sr.#
17
28
21
30
14
2
10
7
9
11
13
15
5
16
4
8
3
Departments
Department Heads
Material Management
Operation Theater
Nuclear Medicine
Pathology
Internal Medicine
Anesthesia
Hospital Marketing Services
Environmental & Hotel Services
Food & Dietary
House Keeping
Insect/Pest Control
Laundry
Business Services
Marketing & Public Relation
Bio Medical Engineering
Finance
E&M Department
Azhar Nazir
Dr.Aamir Ali
Dr.Khalid Nawaz
Dr.M.Tariq
Dr.Mansur Javaid
Dr.Mian M.Yaqub
Dr.Nimar Ali
Farrukh Aziz
Farrukh Aziz
Farrukh Aziz
Farrukh Aziz
Farrukh Aziz
Malik Fayyaz Ahmad
Mehmood Akhtar
Mr.Sarfraz
Muhammad Farooq
Muhammad Salik
30

31
6
22
23
24
25
26
27
Pharmacy
CSSD
Nursing Chemotherapy
Nursing Division
Nursing In-Patient First Floor
Nursing In-Patient Second Floor
Nursing OPD
Nursing OR
Tahir Aziz
Virginia Gumley
Virginia Gumley
Virginia Gumley
Virginia Gumley
Virginia Gumley
Virginia Gumley
Virginia Gumley
Decentralization
They are following the concept of decentralization .They having divided the
ORGANIZATION into different zones and the head of the department take ideas from their
subordinates while taking decision.
Formalization
SKMCH have standard rules and procedures to guide the behavior of the employee.
Span of Control
SKMCH have a flat structure and have a wider span of control
Technology
SKMCH and RC is equipped with highly advanced and modern machinery and the
organization off and on spent a large amount of money on making their machinery and
equipment updated
Communication System
They have a very strong and cooperative communicational system. They use intranet
communicational system and share their ideas with each other very frequently.
Human Resource Department
31

Mr. Major Nauman the HRM manager knows that to remain competitive in todays
dynamic world he must understand the psyche of his employees so that their needs can be
fulfill and a motivated work force can be created for them which will be a source of
competitive advantage over the competitors.
The policies and practices one need to carry out the people or human resource aspect of the
management position including the recruiting, screening, training, rewarding.
As mentioned HRM consist of the following
Recruiting
Screening
Orientation & Training
Rewarding
HRM DEPARTMENT
RECURITING AND
SELECTION
COMPENSATION
AND BENEFITS
TRAINING AND
DEVELOPMENT
There are six employees the HRM Department

Recruitment
Internal Recruitment
In SKMCH, vacant posts are also filled internally to provide an opportunity for the
workers already working in the organizations.
External Recruitment
In SKMCH, fresh or experience candidates are also preferred and hired.
32
Selection Criteria
The selection is entirely based on merit which confirms to selection criteria without
any bias towards gender, religion, race, colour, nationality, age and according to the
procedure laid down in the HRD policies.
Selection Procedure
Filling out application forms
Application screening (short listing)
Test (Written and practical)
Interview
Final selection
Orientation
Training
Hiring Process
Whenever the organization needs employees for internal job advertisement is made
only inside the hospital and for external job for the top level management and medical staff
advertisement is given in leading newspaper like DAWN and THE NEWS. Written test and
interviews are conducted only for the nursing staff and low level employees and for top level
management only interviews are conducted.
Orientation
Orientation is the procedure of providing information of the organization and the job.
Orientation of SKMCH is of formal type and is conducted on every Tuesday and Friday at
10:00 AM to 1:00 PM in Pearl Continental Hotel every week.
Contents
Orientation normally covers the following contents.
Welcome note from management director.
Mission, Vision and Values.
33
Brief introduction of hospital
Companies profile
organization
The working hours companys profile.
It also includes the fire training.

Training
Shaukat Khanum gives two types of job training.
1.
On job training.
2.
Off job training.

Training budget varies according to traning type.
Annual turnover rate
Turnover rate in SKMCH &RC is high but the turnover percentage is confidential
HRM Policies of SKMCH
Gender Justice Policy
Sexual Harassment Policy
Discrimination Policy
Motivation
By motivation we mean encouraging our employees to give in all three effort fot the
company to meet its objectives.Or in other words it means the willingness to exert high level
of efforts to meet the organizational objective. For motivating a person you have you
understand what the needs and wants of the employees. By motivation we mean encouraging
our employees to give in all their efforts for the company to meet its objectives. Many
theories were put forward by many scientists in order to better understand the needs of
patients. Some famous theories are
Maslows Hierarchy Theory
Goal Set Theory
34
Maslows Hierarchy Theory

The management of SKMCH understand knows that their employees have crossed the
stages of psychological and safety needs and our round about social, esteem or self
actualization needs as the result of this the management of SKMCH has profiled into
different categories and to some extend is compensating them.
Employees are also given respect and every manager is strictly advised not to use any
loose language while talking to subordinates and specially you feel proud in working at
SKMCH one of the best cancer hospital in Asia.
Employees are also offered different programs to improve their skills so that they can serve
the company in a better way.
Goal Set Theory

The management of SKMCH monitors the efficiency of their employees regularly and
is very firstly allocates different tasks to the employees and then evaluates which employee
enjoys working and how efficient he is. Based upon that different cross functional teams are
formed in which each member is assigned a specific job which he carries out best. In this way
they motivate their employee.
Other Motivational Tools
The company has a prize and shield award in place on yearly bases to
acknowledgement their employees hardwork and performance and motivates them to go on
doing even more. These include:
Job Rotation
Within the department the employees are motivated by job rotation
Employee of the year
The performance of all the employees in all departments is consistently monitored
during the year on the basis of their performance at the end of the year one employee for each
department with highest points is given performance appraisal in the form of prize of 3000
and a shield with a certificate.
35

Annual Feast
SKMCH arranges annual dinner at the end of each year, where awards are given
musical evening is organized for the entertainment of employees as a token of
acknowledgement of their hardwork and to encourages and motivate them to put in more
efforts in the next year.
Cricket Festival
SKMCH organizes a cricket festival every year normally in the month of June in
which the every department who want to play must contribute Rs.2000/- and the total budget
is Rs.100000/-. The winner prize is Rs.25000/- and runner-up prizes Rs.10000. Two trophies
are given one to the winner and one to the runner-up.
Others various Benefits Given to Employees
Various facilities are given to the employees. They are given according to their posts
and ranks. For Example, the most senior officer is provided
Annual increment takes place in the salary of the employees every year. A fixed bonus
is also given every year.
Following benefits are given on regular basis.
Medical Payments
Provident Funds
GP Funds
FLEXIBLE WORKING HOURS
The employees are also allowed to avail flexible working hour. If they work late till
evening they are allowed to come late on the other day morning.
They also have the option to change their shift time from morning to evening or from evening
to morning.
OPEN BOOK MANAGEMANT
The company also share annual reports with the employees giving them a clear
picture of the hospital performance and also a sense that employees are the roots for the of
the company.
BENEFITS PROGRAMS
36

The employees are also given fringe benefits that cover many additional benefits beside
actual pay such as medical, conveyance allowances.
Leadership Styles
Leadership Styles
SKMCH is practicing a democratic style. Managers of the organization tend to
involve their employees in decision making .They also delegate authorities to their
subordinates. They encourage participation in deciding work methods and goals at some
extent and use feedbacks as an oppournities for coaching employees.
Controlling
EFFECTIVE CONYROL SYSTEM OF SKMCH &RC
Accuracy
Time lines
Economy
Flexibility
Understandability
Reasonable criteria
Strategic placement
Emphasis on multiline criteria
Corrective action
37
Corrective
Action
Action
Multiple
Criteria
Criteria
Accuracy
Accuracy
Emphasis
on
Emphasis on
Exception
Exception
Timelines
ECS of
Hospit
al
Strategic
Placement
Economy
Economy
Reasonable
Reasonable
Criteria
Criteria
Flexibility
Understandab
Understandab
le
le
38

Types of control
SKMCH& RC is applying different types of control at different levels(head of

departments) in order to measure the performance closet to the standards(rules and
polices defined by HR) and to evaluate the efficiency of the organization.
FEEDFORWARD CONTROL
FEEBACK CONTROL
QUALITY CONTROL
SKMCH& RC is applying FeedFOWARDCONTROL at INPUT LEVEL and evaluate the

resources of the hospital .it is using FEEDBACK CONTROL at OUTPUT LEVEL and
they get this feedback from the patients. They keep channel open with the patients and
consider them as their partner and keep open communication. They also use QUALITY
CONTROL as modern controlling concept.
HOSPITAL CONTROL SYSTEM

Hospitals control system is comprises of following steps.
They have rules and procedures made by HR managerto measure the performance of the
hospital.
Then they evaluate their performance against their target and standard.
After evaluating their performance if they find any deviation in the performance from the
rules and procedures they take appropriate action.
39

Communication
For the communication purpose three major types of servers are use:
1. Microsoft DNS (domain name system) server 2003:
DNS is use for connecting the system to the internet. PTCL is the organizations ISP with a
bandwidth of more than 24MB
2. Microsoft ISA (internet security & acceleration) server
Act as firewall to block malicious activity and helps the organization to ensure the safety of
sensitive information system. Provides protection against spam and viruses.
3. Microsoft exchange server
Microsoft exchange server is used for exchanging e-mails, calendaring, contacts and tasks.
Different kinds of communication:
1. The organization maintains a website for its patient and donors
2. Patients can check lab reports online by using their MR(medical record number)
assigned to them
3. Regular donors have specific user names and passwords to log on to the organization
portal.
4. The portal is also used by various labs & donation centers scattered across country to
update the records in the database.
Interpersonal relationship
Interpersonal relations at shaukat khanum serve a critical role in the development and
maintenance of trust and positive feelings in a farm organization. Although the quality of
interpersonal relationships alone is not enough to produce worker productivity, it can
significantly contribute to it.
Interpersonal relationship among employees is very good and pleasant .they trust each other
and respect their colleagues.staff in the hospital shares their feelings with each other .the
40

environment of the each department is just like a family .they celebrate the happiness of their
co workers and share their sorrows and cares the emotions and feelings of each other. This
type of environment keeps them satisfied and enthusiastic with their jobs, also enhance the
productivity of technical and para medical staff. In fulfilling responsibilities, supervisors
strike the right note in their interpersonal relations with workers. New supervisors, especially
those who have moved up through the ranks, are often counseled to keep a healthy distance
from workers. Supervisors are approachable and friendly, yet fair and firm. A good sense of
humor also helps.
Ethics
Ethics is about behavior. In the face of dilemma, it is about doing the right thing. Ethical
managerial leaders and their people take the right and good path when they come to the
ethical choice points .Senior management and direct supervisors play a large part in
influencing ethical behavior in the workplace.
In order to encourage high ethical standards within the SKMCH, they first have to provide
an environment that is conducive to ethical behavior, says Dr Faisal sultan, chairman of the
board at SKMCH. However, management and leadership have a huge responsibility in
setting examples for their organizations and living the values they preach if they want to
sustain a culture of ethics.
In SKMCH the top two factors contributing to the promotion of an ethical workplace are the
behavior of management and direct HODs, as chosen by 42% and 36% of respondents,
respectively. There is, however, a strong relationship between ethical actions at work and a
healthy level of work-life balance. In fact, 91% of these employees agreed that workers are
more likely to behave ethically at the office when they have a good work-life balance.
Clinical ethics is, traditionally, oriented toward the individual doctor and her patient, focusing
on their rights, their actions, and how they justify their treatment decisions. Evolving as the
41

ethics of this particular professional group, it assumes that there are two main participants
onlythe doctor and the patientand that they decide jointly and in private on the course of
medical treatment. Problems that arise therefore in the doctor/patient relationship are solved
on a case by case basis, although occasionally with the help of an ethics consultation service.
Because of its focus on individual agency, clinical ethics fails to recognize the effects of the
organizational culture in which health care is delivered, which include the effects of that
cultures informal rules, and, more importantly, the effects of its beliefs and assumptions
regarding ethical conduct and ethical decision making. Recent research in organization theory
and business ethics has focused on trying to understand the factors influencing ethical
conduct in organizations. Issues that promote unethical behavior are ambiguity among staff
about organizational priorities, the lack of forums for discussing the ethical dimension of
behaviors, and hierarchical power structures that prevent horizontal relationships. Unethical
conduct can be reduced by leaders who encourage and model ethical behavior, reward ethical
conduct and discipline unethical conduct, and emphasize treating employees fairly rather than
strictly obeying authority.2,3 Organizational ethics suggest processes that promote the
organizational culture that supports ethical decision making and ethical behavior. Less
attention has been given, however, to the question: how should healthcare organizations deal
with moral disagreement about medical practices?
Performance appraisal
Shaukat Khanum Memorial Cancer Hospital and Research Centre (SKMCH&RC) achieved
yet another milestone by bagging the prestigious Management Association of Pakistan
(MAP)s 27th Corporate Excellence Award. The MAP Corporate Excellence Awards are
considered to be the Oscar of Management awards in Pakistan and are one of the most sought
after accolades in Pakistan corporate space. Tariq Azam, Director Marketing and Resource
Development, on behalf of SKMCH&RC, received the award from Dean and Director,
42

Institute of Business Administration and former governor State Bank of Pakistan, Dr. Ishrat
Hussain, who was the chief guest on the occasion. The event held at the Beach Luxury Hotel,
Karachi, drew business leaders and print and electronic media representative.
Similarly SKMCH praises the performance of their employees by giving them annual
promotion and raise in their salary. A list of performance is prepared by the HOD every year
and sends to the CEO of the hospital. There is a promotion for technical staff and salary raise
for the medical staff. Promotion of doctors depends upon their exams and researches. This
performance appraisal system increases their job performance, satisfaction and job
involvement.
Chief Executive Officer, Shaukat Khanum Memorial Cancer Hospital and

Research Centre [SKMCH&RC], Dr. Faisal Sultan, while talking to a private
TV Channel, highlighted the performance of the Hospital from January to
September 2009. He informed that, during this period, 6,200 new patients
43

were registered for treatment in the hospital and more than 95,000 visits
of the patients were recorded in the Outpatient & Ambulatory Services
Department.
During this period, 5,000 patients were admitted to the
Inpatients while chemotherapy sessions of about 20,700 patients were

conducted. Similarly 3,300 patients were operated surgically and radiation
was given to more than 32,800 patients. Dr. Faisal Sultan added that, in
the Department of Radiology, imaging studies of more than 95,000
patients were conducted while pathology tests of 1,888,000 patients were
done during the same period.
CPSP offers certification in 60 disciplines:
He said the college is putting special emphasize on evaluation and
training of the supervisors as well as making concrete efforts to organize
workshops
and
spread
the
concept
of
CME
(Continuing
Medical
Education).
Chairperson
of
the
Medical
Education
Committee
SKMCH&RC,
Dr.
AhsanAzhar highlighted that CME activities in the institution are to keep

the staff updated as well as courses, conferences and symposia all round
the year have also been arranged.
He also informed the audience that the hospital has recently received full
accreditation from American Academy of Continuing Medical Education
(AACME] as a provider for CME for Physicians and Allied health
professional, being the only hospital in the country to achieve this status.
Satisfaction
We can see the job satisfaction of employees from the following
experiences of employees and internees doctors
44

AbihaTanvir
said some moments in my life are truly unforgettable.
The time that I spent here at Shaukat Khanum was one of them. It was a
wonderful experience here with the little angels. I was a little nervous the
first day that how would I be able to bring smile on these angelic faces
when they are suffering from such pain. But then I realized that once you
become a part of them and get in their shoesits not difficult to see that
glimpse of happiness and joy!!! I learnt great things during this
internshipthat you should never lose hope! It felt great to be able to
make a difference in someones lifeAnd today Im proud of myself that I
made such a good decision to be a part of ShaukatKhanum! It was
absolutely awesome to be here and my last day of internship was totally
touching and I felt really sad that I was leaving.
Ahmed Hassan Khan The time I spent here was really special. It made
me realize the countless blessings of God bestowed upon me. I also
realized that the greatest blessing of all these is health, and our less
fortunate people who dont have it need our help and therefore it is our
responsibility to help these people out in any way possible, financially,
emotionally etc. The efficiency and commitment of the staff also
impressed me greatly. This is a world class institution and I am honored to
have had the chance to work in it .This really was an awesome
experience.
Ahsan Abdullah Tipu The time I spent here was really special for me
and all the memories will remain a part of my life forever. I have also
experienced a very soothing satisfaction by helping, taking care of and
playing with the children, which was really an awesome experience. I
45

would also look forward to cater such an experience which such docile
children. A word of regard for SKMCH and RC. I have never been to such
an organization/hospital which is so organized, patients are treated really
well.
Daniyal Ali Chohan
It was a great experience for me to work for this
Institution. I had a lot of fun in helping and working with others.

DaniyalNaeem
Dar
It
was
wonderful
experience
working
at
ShaukatKhanum. The children were fun loving and joyous and I enjoyed
spending time with them. Most important thing is that everything at
ShaukatKhanum was organized. I must say hats off to the management of
the hospital. Loved working here will come back again next year. Bye.
Farhad Ahmed Sami A very well organized internship program for me.
It was a learning program and will benefit me for years to come.
Fariha Muazzam SKM has provided me the opportunity which is
unforgettable. After coming here I realized the difficulties of others and
came to know a lot about myself. This chance has infused in me a great
spirit of helping society. I feel really good that I have worked in such a
great place.
Faryal Cheema The time I spent here was so much better than any other
internship Ive been to. Ill never forget it and Ill try my best to come back
again, maybe as a doctor.
Faryal Murtaza Cheema My first day was unfortunately, not so good. I
had no idea where I was supposed to go, and it ended up in me having to
go home and come again the next day. When I first met the kids, I didnt
know what to do. How can one pretend to be happy and cheer kids up who
46

you dont know will make it through the next year? But that is exactly
what I learned at ShaukatKhanum, and it is this, what made me stronger
and what I will always remember and thank this place for. It was amazing
how these kids could continue to smile, continue to do what we did when
we were small, except for the difference in our conditions. In fact they
were more enthusiastic, more optimistic on the outlook of life, and sang
merrier songs than I ever knew myself. Their songs continue to ring in my
head as I write this, and I hope I will one day be able to understand the
meaning of those melodious Pashto lyrics.
Fatima Khan
The experience was far better than what I expected. The
love children gave here was far more than I expected. I am certainly going
to miss them all.
Fatima Noor Aftaab
My experience at SKM was a memorable one
working with the kids was amazing and Ive become attached to the
children. Ill miss them and hope that they get well soon.
Fatima Riaz It was simply an outstanding experience. It made me thank
God for his countless blessings upon me a very memorable experience.
Fatima Tanvir Learn to be happy at whatever you have, whatever you
are, This is one of the things that I learned during my experience at SKMH
& RC, At first, coming at SKMH, I had only a vogue impression of the pains
and sufferings of cancer patients. But now, being so close to them, to
actually share in their everyday life. To witness their pain, and their
relatives sacrifices to be with them.It was truly moving. For now all I am
able to say is that I am definitely not the same person as I was when I
walked through the gates of SKMH on the first day of my internship. I
47

played ludo, solved jigsaw puzzles, put stickers and told storiesall of it to
bring a smile to the face of the sick children. I spent unforgettable, sweet
moments with these children, and I recommend others to do the
same.Allah Hafiz. It was great being here.
Fatima Tanvir
The time I spent here was absolute true unforgettable
pleasure. It also made me realize the bounties and naimtain that we have
and we take for granted. Learn to be happy at whatever we have,
whoever we are. I hope these moments come again and our memories
are renewed. Rock on SKMCH.
Haider Ali Cheema It was a great experience. I learnt a lot from here. I
have to say is that I will miss this place this place gave me the worth that
how much I am blessed from God.
HaiderAuragzeb The time I spent here was really special for me. It made
me realize the blessings Allah has bestowed upon me and the gratitude. I
owe him this experience has definitely made me a better person.
Haider Aurangzeb The time I spent here was simply unforgettable. It
made me realize the blessing of Allah bestowed upon me and the need for
me to pay him back through my deeds. The kids here are really
understanding and the whole idea or concept of this program is being
totally achieved. Developed strong feelings for the children as for the love
they honored me by. I became their favorite intern as I would make them
play video games. It was nice being loved! The entire experience
definitely helped me become a better person and made me realize the
responsibilities upon my shoulders-to help mankind!
48

Hajra Rehman living is usual but living for someone else is something
not usual. This summer I came to know about ShaukatKhanum internship
program. As I am a medical student so I applied here. It was my first time
that I applied for internship anywhere so I didnt have an idea about
working as an internee. But after working in ShaukatKhanum Hospital I
really feel that I have done something commendable in my life. It was
really a great experience working here. I was in chemo department where
patients usually come on appointments. I felt so glad to interact with
cancer patients. I felt honored to serve these children who were suffering
from severe pain. During my internship period I put all my will to make
them happy. We cant imagine how painful situation they are facing but I
just tried to lessen their pain by making that time special for them.your
only smile can change the pottery, of someone elses life This was the
wonderful experience I had in my life. I have learnt a lot from them.
ShaukatKhanum hospital is doing an outstanding job for patients. I just
love these children. I hope that soon I get to serve these patients as a
volunteer but also as a doctor (inshallah). May God always hover upon
these children with his blessings (ameen)
Presence makes it even perfect. I have made a couple of new friends (I
hope) and YEAH my cards are better than Khadijas any day & yeah BSS
for life.
Hassan Saqib
It has been a great experience for me. I enjoyed my
time with the kids and also increased my confidence. I am thankful to

SKMCH for this opportunity.
49

Hiba Tariq Khan It was a wonderful experience interacting with kids who
have little in life. Their one smile made me feel elevated. It was a blissful
feeling, making them laugh, smile many are talkative, many are shy but
all of them are pure to the core of their heart. It was a once in a lifetime
experience and an experience one will never forget. I dont want to leave,
thats a fact, but I wouldnt want to deprive anyone of this wonderful,
amazing experience. In simple words it was wonderful Inshallah all these
kids will live a long healthy Life. God is with them and they have all our
blessings.
Isha Siddiqui
This experience opened my eyes to a life which I never
knew. I learned to interact with different people with confidence. I wish

these children the best of health and a bright promising future.
Jahreem Bashir It was fun working with the kids and a great experience.
Javaria Ahmed AWESOME AWESOME AWESOME experience being here
with the kids. Their so called sharartein made my week unforgettable.
Thanks to Zara and Humaira for being so supportive & helpful more
important of all, everything is so well organized. Hats off to the
management and to everyone who is playing a part. Keep it up and I
salute all of you. Thank you soooo much for making these moments
unforgettable. Love you all xoxoxo
JazibNadeem
It was a great experience. The children were fun to be
with and werent much of trouble. I really had a good time.

Junaid Riaz It was such a great experience in here especially when i saw
children recovering and parents satisfied with the faculty. I wish to see
even more places like this in my country. Good luck Children.
50

Khadija Afzal I was all so excited to hear about the ShaukatKhanum
internship and forced my career advisor to get us in here, and at last the
day arrived when we started this volunteer work. The first day with the
patients was a lot depressing. It was like a bolt from the blue, seeing so
many young children suffering, and their poor families. But when we got
used to it and came here every day to brighten the days of the cancer
patients. It was touching too see how the patients got happy by seeing
just a balloon or a flower (made of tissue paper). I
want to salute Sir
Imran Khan for making such a beautiful hospital, with centrally airconditioned ,neat corridors .The exciting and colorful Gift-shop idea which
fantasizes the young ones and makes their suffering days here, all so
enthusiastic and they actually look forward to it. I had a great time here
and I would love to come back here, to brighten up more lives!! And
thanks to our coordinator Zahra for being so cooperative and making this
more fun.
TYPES OF TEAMS
There are three popular and generic types of teams:
1. Problem Solving Teams:
It is a Group of 5-12 employees from the same department who meet for a few hours each
week to discuss the ways of improving quality, efficiency and the work environment.
2. Self Managed Work Teams:
It is a group of 10-15 people who take on responsibilities of their former supervisors.
3. Cross Functional Teams:

Employees from the same hierarchical level, but from different work areas who come
together to accomplish a task.
51
52

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Droits d'auteur :

Shaukat Khanum Memorial Cancer Hospital and Research Centre

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Final Project

Shaukat Khanum Memorial Cancer Hospital & Research Centre

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

Making of the Hospital

Mr. Imran Khan

Dr. Faisal Sultan

University Of Central Punjab

Project Of Organizational Behavior

Commissioning of the Hospital

Credit and loans

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

inspirational captain whose crowning achievement

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

University Of Central Punjab

Project Of Organizational Behavior

Shaukat Khanum has a very strong and corporate culture.

They have innovative culture in which they encourage their employees to be

Employees must reach and leave the office in time.

University Of Central Punjab

Project Of Organizational Behavior

CERTIFICATIONS of SKMCH & RC

USAID - Management Standards

Det Norske Veritas Management System Certificate

Pakistan Centre of for Philanthropy - NPO Certification Award

Christie Hospital NHS Trust

INCTR - Certificate of Associate Membership

UICC Membership Certificate

University Of Central Punjab

Project Of Organizational Behavior

3 Education and Training

Intramural and Collaborative e.g.

College of Physicians and Surgeons of Pakistan

Doctors - post-graduate training programs

Nuclear Medicine & Radiology

Medical Oncology & Radiation Oncology

Pathology & Medicine

Nursing purpose built educational facility

University Of Central Punjab