ENHANCE PERFORMANCE THROUGH
STRATEGIC CHANGE AND INNOVATION
YUSMAH SALLEH
JOHOR CORPORATION
45.77%
99.0%
ORGANIZATION STRUCTURE
1981 2019
38 YEARS OF KPJ IPOH
THE PREFERRED HEALTHCARE PROVIDER
VISION
DELIVER QUALITY HEALTHCARE SERVICES
MISSION
Hospital Raja
Permaisuri Bainun,
99052%
KPJ Ipoh Specialist
Hospital, 288
15%
Hospital
Fatimah, 240
13%
Hospital Pantai
Ipoh, 206
11%
Perak Community
Hospital, 84
4%
Kinta Medical
Center, 50
3%
Pusat Rawatan Ar
- Ridzuan, 29
2%
TOP 7 HOSPITAL MARKET SHARE (BASED ON NUMBER OF BEDS) IN IPOH
FUTURE COMPETITORS
▪ Strong brand name
▪ Consultant
with sub-specialities
▪ Biggest market share
for private
hospital in Ipoh
▪ One Stop Centre
STRENGTHS
• Limited capacity• Retiring
consultants
• Complacency
WEAKNESSES
• New development
• Increase
population• Increasing
number of tourist to Ipoh
• New airport to
be built in 2019
OPPORTUNITIES• New
competitors
• Uncertainty of
the new government
policies• High
customer’s
expectation• Rapid
changes in technologies
THREATS
WS TOSWOTA N A L Y S I S.
MCKINSEY 7S MODEL
BLUE OCEAN STRATEGIES
Idea/ Innovation/ Suggestion
Top Management
• E-idea• Written proposal• Staff Feedback
• Customer Satisfaction• Quality of Care• Cost Savings / Financial
Control• Best Clinical Outcome
Approved
Project
Small project –Suggestion Scheme
Big project -ICC
Yes
RejectNo
INNOVATION & LEARNING (GENERAL)
Immediate Process Change Cross Functional Process Change
Department KPIStaff KRA & SPAR
• Prepare Budget
• Expected sales
• New equipment/
replacement
• Additional manpower needs
• Staff training needs
of the respective
services
Allocate Resources
EmployeeParticipate
Deploy & Disseminate
KPJ IPOH
BOM Responsible
BODApproval
Employee
Input Met hod of Communication
Head of Services
Review
BOM/ BOD
ApprovalAct ion Plan aligned t o st rategies and goals
PARTICIPATE, ACTION PLAN,RESOURCES
MALAYSIA INDUSTRY 4.0 BY TUN DR MAHATHIR MOHAMAD
The substance of the fourth industrial revolution ‘lies in the application of available new technologies’ 31st
Oct 2018
Jan 2013Introduction of new features and modules
2011Brainstorming
and development
2012Trial run and
Go Live throughout
entire hospital- Basic version
April 2013Add-in doctor on-
call and doctor on-leave
Oct 2014Operation Theatre
module add into BMS
Feb 2015Add new module for
Dietary Services: MDM
Oct 2016Cath-Lab
module add into system
2016Enhancement of codes and add-in various reporting
July 2017Introduction of Medical
Records notes notification
Jan 2018Physiotherapy module add-in
TIMELINE OF SYSTEM ENHANCEMENT AND DEVELOPMENT THROUGHOUT SYSTEM ESTABLISHMENT
BMS – IN HOUSE DEVELOPED SYSTEM
Encore Med – handle out-patient clinic appointment and integrated
with live queue system
Q-Radar – manage internal incident reporting
Kaizen HR – manage staff information, salary information,
leave request and many more
Service Quality Management –manage customer complaint, external survey, and
customer service initiative
Staff Training System – handle internal and external training
request by all services in KPJ Ipoh
DIGITAL SUPPORT SYSTEM
● Online GL Portal Request
● OT Management Scheduling
● Online Outpatient Appointment
INNOVATION & TECHNOLOGY
New App
Patient Information App
Benefits of the System
Admission information such as primary doctor, referral doctor, primary diagnosis, room and etc…
Daily meals ordering information
Feedback forms
Point collections
Real time charges amount
Details logs of admission / stay as in-patient (during
stay and upon discharge)
Manageable of out-patient appointment upon
discharge (follow-up)
Ratings
In-Patient Module
Benefits of the System
Out-Patient Module
Link with clinic appointment system and queue system
Point collections
Hospital information
Live chat
Promotions of packages or screening test
Redeem of points
Feedback form
Ratings
EVALUATE AND IMPROVE
PRODUCTIVITY STRATEGY
GROWTH STRATEGY
FINANCIAL
CUSTOMER VALUE PROPOSITION
CUSTOMER
PROCESS
LEARNING & GROWTH INNOVATION
EVALUATE
AWARDS AND ACHIEVEMENTS (2019)
GOLD AWARD
HOSPITAL MANAGEMENT ASIA (HMA) 2019 HANOI, VIETNAM
AWARDS AND ACHIEVEMENTS (2018)
ANUGERAH KECERMELANGAN INDUSTRI (AKI) 2018
Malaysia Prime Minister’s Award
AWARDS AND ACHIEVEMENTS (2018)
CLINICAL COMPLIANCE AWARD 2018
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