Final Project Report On

Introduction to Management

Shaukat Khanum Memorial Cancer Hospital & Research Center

UNIVERSITY OF CENTRAL PUNJAB

TABLE OF CONTENTS
Overview....................................................................................................................2 Introduction................................................................................................................3 Hospital profile........................................................................................................4 SKMCH & RC Vision Statement................................................................................4 SKMCH & RC Mission Statement:.............................................................................4 Objectives:..............................................................................................................4 Organization structure:-.....................................................................................................5 Departmentalization:-....................................................................................................5 Marketing & Resource Development Department...................................................6 Finance Department................................................................................................6 Human Resource Department of SKMCH & RC:..........................................................7 Recruitment & Selection Section:............................................................................8 Employee Relationship Section:..............................................................................9 introduction of HR Manager:-...................................................................................10 Challenges Being Faced By HR Manager:-................................................................11 Main Obstacles/ Hurdles:-......................................................................................11 Trained Manpower as a Challenge:-...................................................................11 Solution:-............................................................................................................12 Retention as a Challenge for Hr Manager:-........................................................12 Solution:-............................................................................................................12 SUGGESTIONS IN THE MIND OF NEXT GENERATION..............................................13 SUGGESTIONS IN THE MIND OF NEXT GENERATION

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Shaukat Khanum Memorial Cancer Hospital & Research Center

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.

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Shaukat Khanum Memorial Cancer Hospital & Research Center

INTRODUCTION Shaukat Khanum Memorial Cancer Hospital & Research Centre, a charitable cancer hospital with 75 percent free care, opened in Lahore on December 29, 1994. If one were to draw a list of top public service welfare projects of Pakistan, SKMCH & RC would certainly rank as one of the strongest contenders for the top slot. Both the founder and the hospital need no introduction.
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HOSPITAL PROFILE Main Business: Services Chairman: Launching date: Companys nature Area: No of Employees: 1600 Organizational website www.shaukatkhanum.org.pk Organizational Head office: Lahore Telephone 5945100 5945208 Johar Town Tel: +92 42 Fax: +92 42 Mr. Imran Khan 1994 Dynamic/ Welfare 214000 sq. ft More than Health Care

SKMCH & RC VISION STATEMENT Shaukat Khanum Memorial Cancer Hospital and Research Centre will be a center of excellence that is dedicated to providing, cost effective, empathic, expeditious high quality of care to poor and needy cancer patients. SKMCH & RC MISSION STATEMENT:

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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 OBJECTIVES: To provide state - of the - art cancer treatment facility to patients regardless of their ability to pay The aim of SKMCH&RC is to create a bridge laboratory and clinic through translation studies to improve diagnosis, management and program of patients. To support cancer suffering patients who cannot afford the expensive treatment.

ORGANIZATION STRUCTURE:The organization has flat structure. The organization has different managerial levels like functional managers, general managers and project managers. The Hospital has a Board of Governors consisting of Bankers, Researchers, Businessmen and Physicians who formulate policy ensuring that access is provided to the maximum number of poor patients who are given quality treatment at optimal cost.

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Shaukat Khanum Memorial Cancer Hospital & Research Center

DEPARTMENTALIZATION:There are 52 departments working in SKMCH & RC depicts the commitment of the organization towards the cause of cancer treatment. SKMCH & RC has high functional departmentalization as some of departments directly deal with the patients and the nursing staffs like OPD, some departments support the hospital and administrative activities like finance, marketing and fundraising departments. And most important human resource department who manages hiring people for job, maintain good relation with employees and solve their problems, arranges seminars and training sessions etc. MARKETING & RESOURCE DEVELOPMENT DEPARTMENT Marketing and resource development department is mainly related to the marketing and fund raising and also for making the commercials for television. This department has not a very vast number of employees. This measure was taken mainly to keep the specialization among its employees for making and developing highly specialized marketing campaigns and advertisements. The marketing department operates on pre-decided targets, while exploring new old opportunities for revenue generation, keeping within its limited resources. The main sources

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Shaukat Khanum Memorial Cancer Hospital & Research Center

of revenue are Zakat and Donations from well wishers from Pakistan and overseas. From time to time the marketing department organizes high profile fund raising events. FINANCE DEPARTMENT Finance department being very important has a very wide structure. The function of finance department is firstly to receive and account for the donations, and then they have to control the payments of the patients who are not on the free treatment. Also they have to keep a record of the Collection centers revenue. They have to grant or allocate monitory resources to the different departments for their operations. And their last and final job is to regulate the flow of payments to the suppliers of clinical and office equipments. Though all the purchase function is carried out through the material Management Department, but obviously the finances for these purchases have to be granted by finance department. The director finance is responsible for Financial Management and forecasting of funds needed for the operations of the hospital. Annual budget is announced at the start of the fiscal year. Each departmental head meets the Director Finance telling about its need for the next year. The budget is allocated to the department on the basis of negotiations.

HUMAN RESOURCE DEPARTMENT OF SKMCH & RC:

The human resource department plays a vital role in development and growth of an organization. The hospital has above 1600 full time employees that include Doctors, paramedical staff, pharmacists, managers, security staff etc. Out of which 13 employees are working in HRM department.

CEO

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Human Resource Manager (Mohammed Ali Khan)

Recruitment & Selection

Compensation & Benefits

Training & Development

Employee relation

Assistant Manager

Senior Executive

Senior Executive

Executive Manager

RECRUITMENT & SELECTION SECTION: 1. Hiring Request Process: Concerned department sends the Hiring Request to HRD 2. Advertisement Placement Process:

Drafting Ads: Acquiring Approvals: Publishing the Ads.

1. Screening Process 2. Selection Process

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3. Medical Registration & Final Screening 4. Joining Process:

Fitness report Drafting Contract. Employee Status Form Orientation.

Compensation & Benefits Section: Benefits to Employees: Dependents Medical Facility Transport Facility only for Nursing staff Residence Facility for Doctors' Annual Increment Service Award Bonuses

Training & Development Section: Performance Appraisal Training And Development

Performance Appraisal of SKMCH & RC:

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Shaukat Khanum Memorial Cancer Hospital & Research Center

Performance appraisal is done once a year for non-supervisory positions and for supervisory positions to judge their performance. Decisions taken on the basis of performance appraisal are Promotion, Demotion, Transfer. Pay Increase Career Planning

Training & Development: Training Need Assessment is done on the basis of Performance Appraisal. Then training is recommended by HOD. English Language Courses Customer Relationship Management Team Work

EMPLOYEE RELATIONSHIP SECTION: Main functions for this section are: Employee satisfaction. Eliminate discrimination. Disciplinary action against the employee who violates rules and policies.

INTRODUCTION OF HR MANAGER:11 | P a g e Introduction to Management Group 4

Shaukat Khanum Memorial Cancer Hospital & Research Center

Name: Designation: Email:

Mohammed Ali Khan HR Manager mkhan@skm.org.pk Mr.mkhan@gmail.com

Contact no: Total Experience: HR Experience: Latest Degree: Career Objective: Best part of my job:

0300-8883455 11 years (5 yrs in Hospital Operation and 6 yrs in HR) 6 years. Master in HRM from PU to excel in field of HR. Compensation and Benefit specialization

Willing to come at UCP for invited talk as per convince: yes Available time and date: 1:15 pm (19 jan 2012)

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Shaukat Khanum Memorial Cancer Hospital & Research Center

CHALLENGES BEING FACED BY HR MANAGER:Mr. Mohammad Ali Khan 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. He needs to get in right from the stage of defining the business strategy to, recruiting the right talent and selecting the right talent, retaining the talent & retraining them, providing healthy environment for his employees, providing different incentives, work life balance, mobility of employees. His challenge does not stop with recruiting the right person but with how he is going to manage the performance of his employees. His challenge would be to create a performance culture where in opportunities are provided for enhanced performance and where giving out optimum performance becomes a way of life. Training the employees is another area of observation he had to look upon and providing incentives, benefits to reduce retention rate

MAIN OBSTACLES/ HURDLES:Mr. Alis first main area of hurdle is providing strategies of training Shaukat Khanum employees and second he faces hurdles in retraining them. Employee retention is most critical issue faced by him.

TRAINED MANPOWER AS A CHALLENGE:The main challenge is trained manpower, whether it is trained, doctors, nurses, paramedical staff or other administrative staff as having one institute in Lahore that take care of five to six thousand new cancer patients every year, whereas there are 150,000 patients in the country, you can imagine how badly we require more of such institutes and qualified people to serve humanity. At present SKMCH is planning to expand their building to add another hundred beds to the inpatient 13 | P a g e Introduction to Management Group 4

Shaukat Khanum Memorial Cancer Hospital & Research Center capacity. Perhaps two years down the road SKMCH will be having another separate building as well, which is the part of the master plan. However, the more important thing is that SKMCH is going to be open in other cities too as SKMCH is about to break ground for a hospital in Peshawar and are looking for a suitable piece of land in Karachi as well. SKMCHs diagnostic and treatment center in Karachi is already functional and providing evaluation and chemotherapy facility to selected patients.

SOLUTION:The management of SKMCH trained their employees by giving them two types of training on job and off job training. Employees are also offered different programs to improve their skills so that they can serve the company in a better way. Shaukat Khanum Memorial Cancer Hospital is one of the premier institutions providing medical training to doctors. He was very glad to see that Shaukat Khanum Hospital is actively involved in training of specialist manpower in the country through CPSP residency programs. It has not only emerged as a state-of-the-art hospital but also attained a great repute as an institute of postgraduate medical education and vocational training, he concluded. Shaukat Khanam has collaboration with University of Bradford they give trainings to doctors to make them excelled in their field as Imran Khan said that College of Physicians and Surgeons Pakistan (CPSP) was striving hard to impart qualitative postgraduate medical education in the country and abroad as well. Training budget varies according to training type.

RETENTION AS A CHALLENGE FOR HR MANAGER:Employee retention is most critical issue faced by him as a result of the shortage of skilled labor and employee turnover. Most of the hospitals offer high salaries to SKCMHs talented employees that cause shortage of skilled labor & employee turnover. Hr Manager is facing the challenge of attracting and retaining top talent and its a big challenge for hr manager for the sustainability of the organization. As Todays demands of workers have been increased very much as ever before. It is in 14 | P a g e Introduction to Management Group 4

Shaukat Khanum Memorial Cancer Hospital & Research Center terms of every aspect, not only salaries and incentives, benefits but also work experience and cultural context in which it occurs. In most of the organizations managing turnover is challenge for him manager as they have to use different approaches to retain their employees.

SOLUTION:Employee retention involves being sensitive to people's needs and demonstrating the various strategies. For this the management of SKMCH monitors the efficiency of their employees regularly and makes their environment favorable that so they feel comfortable and eased. Based upon that different cross functional teams are formed in which each member is assigned a specific job which he carries out best. Providing a prolific, flexible and dynamic work environment can be a critical asset in attracting and retaining valuable employees. In this way they motivate their employee. In this they try to provide them good environment, make good relationship, and give them support, chances of growth, compensation and incentives. The employees are also given fringe benefits that cover many additional benefits beside actual pay such as medical, conveyance allowances.

SUGGESTIONS IN THE MIND OF NEXT GENERATION

In order to retain their employees specially doctors & nurses we prefer that they should give educational training or knowledge regarding their organization. Providing lectures and training to their specialist will make SKMCH one of the best hospitals in Pakistan and this will also enhance Employees efficiency and talent. For this purpose SKMCH has to build an in house training center to train their employees (doctors & nurses). They have to hire foreign qualified professors and 15 | P a g e Introduction to Management Group 4

Shaukat Khanum Memorial Cancer Hospital & Research Center conduct lectures on their related fields. By doing this they can save money and resources. Most importantly the employees they trained in house would be more loyal to SKMCH and at the same time retention rate would decrease. One key factor in the retention of employees is how they are treated. Not much weight is given to this factor in the Pakistani market. Especially incoming fresh graduates are treated with arrogance and are pushed around. The experienced staff tends to have this overbearing and pressurizing attitude towards the newcomers. This is a big source of demoralization and causes employees to leave such organizations. This practice is especially rampant in government hospitals. Our suggestion is that there are some HR trainings or workshops in hospitals that would emphasize the importance of fresh talent and new blood. It must be explained that these incomers are the future of the organization. They are going to be taking it forward and brighten its future. It is of utmost importance that they be treated with love and more importantly respect. Respect is such a powerful tool that it can make people carry on their workings even in unwelcome environments. This is the need of todays HR and organization.

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