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Importance of Process Design of Service

Describe about importance of process design of service, overall aims and objectives of product or service, stages of service for illustrating the design concept and impact of the performance objectives on the design?

National Health Services or NHS is the largest public health care organisation. Since the establishment of the organisation in 1948, it is providing health care service to the citizens of United Kingdom. Since the through reform of the organisation in 2013, the organisation has faced several changes in the different fields. Now the health care services are much flexible for the further improvement. The organisation has recently decided to improve its performances in the care for the elderly people. The advanced instruments for moving elderly or disabled patients were a difficult job (Vera and Kuntz, 2007). The existing slings and hoists were good but better alternatives can be introduced for the improvement of the health care provisions. This report will evaluate the need of the process design for the improvement of the facilities and service for the elderly and disabled people. The provisions of the health care service improvement, the aims and objectives of the service, concept of the service design will be assessed in the report. The report will further investigate on the possible impacts of the performance objectives for the modification and improvement of the design.

The process design is necessary whenever a new service is being introduces or a existing service is being modified. It comes after the completion of the plan of a new project. The complete project is the combination of different processes, which are interrelated with each other. The process-deign helps to form a flow chart of these processes so that the project can be completed in the most efficient way and in optimum cost (Migdadi, 2012). For a service providing organisation, the proper allocation and availability of the different resources should be assured by the by the efficient process design. The design will help the project to be success full to meet the target objectives of the project.

In this case, NHS is trying to modify the health and social care services of the elderly and disabled people so that they can be provided by the most advanced and safe infrastructure. The process needs to introduce different new instruments, facilities, trained employees and technologies. The project also requires selecting the best practices and best technologies among the available modern practices. The introduction of a new system always needs proper financial and human resource support. The project planning will have significant impact over the process design. The aim of the project is segmented by the different objectives, which will be met after the completion of the project. The perfect process designing will help a project to make the overall process so efficient that it will meet all of the objectives successfully. The National Health Service (NHS) provides health car services to the patients. The safety and security of the patients are the ultimate goal of the organisation (Blackhurst et al., 2005). The inefficient service can even cause life risks for the patients. Specially, in case of the vulnerable adults, the health care service should be more secured. They are not very much healthy to withstand any small difficulties. The risk elimination needs to be modified through the advanced instrumentation for moving the vulnerable adults from one pace to other efficiently. This project will help to improve the system with a systematic approach. The process design will help NHS to carry out the modification of the service system to the vulnerable adults and the disabled persons. The process design also has effect on the performance of the individual processes of a project. As all of the processes are interrelated and mostly dependent on each other, with out proper arrangement abruptly carried out process will obviously fail (DING  et al., 2009). Thus, process design for this issue is very much important for the project of service modification in NHS.

Overall Aims and Objectives of Product or Service

The overall aims and objectives of a project should be properly addressed so that the outcome of the project can be targeted throughout the completion of each of the processes. The plan of the project will indicate the aims and objectives of the service improvement that will help NHS to improve its service efficiency.  For setting the service aims, it is necessary to understand the existing system and the probable future system that is gong to be implemented. The different systems and technologies are available in the modern medical service related science (AHMADI  et al., 2009). The organisation can implement any o the services that will meet their requirements of the service improvement. The flexibility is one of the most important issues that should be integrated in the improvement of the system, as an implementation of a system not so flexible can affect the provision of the further improvement or development oft eh system. Thus, the aims and objectives of the project must be set considering these factors. The aims and objective have direct impact on the process designing methods.

The overall aim of the project is to provide the best facilities to the vulnerable adult patients of National Health Service (NHS). The difficulties of moving the patients and the risk factors involving in the existing system of moving the patients are aimed to eliminate through this project. The project aims to implement a modified system by introducing new technology, infrastructure, expert employees and instruments by analysing the existing and the available systems.

The objectives of the project are set so that the project processes can be identified specifically and carried out in a systematic order. The objectives of the service modification of NHS are as follows.

  1. To carry out a risk assessment program on the exiting system of moving elderly and disabled patients
  2. To understand the different available new technologies for serving similar services
  3. To evaluate the efficiency and drawbacks of the existing system by analysing the existing systems in comparison with the provisions of the available new systems
  4. To select the best alternatives and the areas where the modification is required
  5. To improve the efficiency of the service and the safety of the patients with in the NHS service system towards elderly and disables patients by implementing advanced and better system by modifying the exiting one

These objectives are to be met through the process designing (Lu and Wood, 2006). The different stages of the processes are to be arranged by process designing methods so that these objectives can be met efficiently.

The process designing should include several processes through different stages. The stages help to make the performance to be more efficient. The process deigns help to arrange the content of the different stages in an overall project. A systematic process overview should be selected after evaluating the opportunities and the risk factors of the project (Ding, 2015). In case of the modification of the existing system, it is necessary to understand the strength and weakness of the existing system. The risk factors of the existing system are to be evaluated for the system evaluation and selection of the best alternatives. The study of the available system will help to understand the opportunities of the growth of the infrastructure of the organisation. The national Health Services (NHS) is an organisation that always needs to perform safely. Thus, the safety requirements are to be evaluated in the existing and the expected system most precisely. Again, the areas of the modification are to be detected so that the project team can lead the process effectively. After the detection of the required improvement areas and the existing system drawbacks, the stages of the service design will helps to improve the organisational service (Özkan-Seely et al., 2015). However, the outcome is the improvement of service and the improvement of the safety measures. Thus, the following stages will help to concept of the design of the service modification of the project.

Stages of Service for Illustrating the Design Concept

Allocating resources: The very first stage after the selection of the best alternatives of the existing system is to locate the availability of the resources. The resources may be instruments, machineries or financial requirements.  The safety measures will also be considered as the resources. The safety practices will be assured if all of the resources that will be necessary are allocated perfectly (Donk and Fransoo, 2006). Again, the system implementation also needs to carry out the optimisation of the cost resources. This process of optimisation of cost must not affect the outcome of the resources. The project will need to replace the hoists and the slings of the organisation with the new and modified one with added facilities and instruments. The automotive system for moving the patients will also be added with the system.

Employee recruitment and training: The recruitment and training is very much necessary in the project (Fixson, 2005). As the existing employees may not be as efficient in operating the new technologies as they were with the existing technologies. Thus, it is necessary to carry out a recruitment and selection process. The existing employees will also require to be trained with the use of the new technology so that they can carry out their health care activities efficiently.

Systematic change and replacing the existing system with the new one: The employees of the organisation and the patients of the organisation are in continuous service. It is not possible to stop services for implementing or modifying the system of NHS. This could hamper the safety of the patients. Thus, it is necessary to make a team that will guide the modification process. Thus, it is necessary to inform all of the employees regarding the changes (Greasley, 2006). The change will be carried out through several stages the employees should be trained part by part and the replacement of the instruments and system should be carried out accordingly.

Monitoring and further improvement: When the implementation of the new system is complete, it is not the end of the project. A project team will further carry out their activities of the project by monitoring the activities of the organisation (Vos et al., 2007). The performance of the implementation should be evaluated by the [project team so that the efficiency of the performance of the new project can be measured and decisions regarding the further changes can be taken for the improvement of the services.

Impact of the Performance Objectives on the Design

The design o the process will be improved by the performance objectives. The performance objectives are set so that the improvement of the activities of the organisation can be identified efficiently. The project should be carried out o that the aims of the project could be reached.teh performance objectives are the final goal for NHS. The efficiency of the project regarding the meeting of the performance objectives can be evaluated though the measuring the performance before and after the implementation of the modified system (Kastberg and Siverbo, 2013). The safety performance can be measured by carrying out the risk assessment program after the implementation of the new system. The performance objectives also reflect on the customer satisfaction measurements.  The feedback of the customers of NHS can be analysed for the measuring the success of the project. The project design should be one in accordance with the performance objectives. The choice o the best alternatives will be modified with the performance objectives.  The highest level of safety performance should be reached with the most appropriate technology (Kumar and Suresh, 2009). The consumer satisfaction will also affect the modification necessities. The time also has impact over the design of the project. The modification should be carried out with in a scheduled time. Thus, the design of the project should be modified in accordance with the time constraint.


The project management is a tough work, as the managers need to understand all of the necessary factors that have impact over the project there are different factors that can be considered as the risk of the existing system (Krajewski et al., 2010). The implementation process also may have different drawbacks that affect the performance. However, the proper operations management NHS need to modify its existing system of the safety movement of the elderly and disabled patients. The proper process design will help to lead the project complete efficiently and meet the performance objectives of NHS.


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Blackhurst, J., Wu, T. and O’Grady, P. (2005). PCDM: a decision support modeling methodology for supply chain, product and process design decisions. Journal of Operations Management, 23(3-4), pp.325-343.


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