PRESENTED BY Asif Abdullah khan

UNDER THE GUIDANCE OF Dr. Prabhkar panday professor management & commerce department (dr. c. v raman university kota bilaspur(c.g))

Quality is prescriptive concept it attempts to design work environment so as to maximize concern for human welfare it is a goal as well as process. QWL improvement are defined as any activity which takes place at a every of an organization, which seeks great organization effectiveness through the enhancement of human dignity and growth a process which a stake holders in the organization management unions and employees learn how to work together better to determine for themselves what actions changes and improvements are desirable and workable in order to achieve the twin and simultaneous goal of an improved quality of work life.

QWL indicates that it is multi-dimensional made up of a number of inter related factors that need carefully conceptualized and measures. The QWL is associated with job satisfaction, job involvement, productivity ,health , safety and well being ,job security, competence development and balance between work and non work life as conceptualized by European Foundation (2002)

 Adequate Income and Fair Compensation. Safe and Healthy Working Condition. Immediate Opportunity to use and Develop Human Capacities. Opportunity for Continued Growth and security. Social Integration in the Work Organization. Constitutionalism in the Work Organization. Work and the Total Life Space. Social Relevance of Work Life.

A service is any activity or benefit that one party can offer to another and does not result in the ownership of anything.
You have the ability to either satisfy or dissatisfy them when you contact them. A service recovery is satisfying a previously dissatisfied customer and making them a loyal customer. Service Quality is the difference between the service expectations and service actually received by the customer.

Reliability: Perform promised service dependably and accurately. Example: receive mail at same time each day. Responsiveness: Willingness to help customers promptly. Example: avoid keeping customers waiting for no apparent reason. Assurance: Ability to convey trust and confidence. Example: being polite and showing respect for customer.

Empathy: Ability to be approachable. Example: being a good listener.

Tangibles: Physical facilities and facilitating goods. Example: cleanliness.

It depicts the past researches done in the field of service quality and QWL provided by different service providers.

From the insight of the literature there exist a positive relationship between the SQ & QWL in an organozation

Need of the study Health sector is a significant and most factor of prosperity of the country and is the most important indicator of socio economic development. Health sector is important for the upliftment if economic health of the country. Health sector contributing significantly to our GDP of a country Present study is an attempt to study the SQ being offered by the employees of the service sector and the QWL prevailing in an organisation .

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measure the existing QWL and SQ of two major hospitals of Kashmir province of J&K. explore relationship between the SQ and QWL in these hospitals. suggest on the basis of the results of the study.

To

To

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study has been carried out at two major hospitals of kashmir province that is SKIMS & SHMS srinagar,kashmir. This study is to explore the opinions of the doctors about there perception of QWL in the organisation,the respondent were doctors. This study is to explore the opinions of the patients(customers) about there perception regarding the Services being offered to them

Primary data was administered to the doctors & patients. The questionnaire was prepared by the insight of a literature. It was monitored randomly in two major hospitals, with the help of this questionnaire, the doctors views on the organisational policies & the welfare provided by the management are collected and the patients perception about SQ. Secondary data has been obtained from the records of the hospitals, journals, newspapers , books and the past research

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the study undertaken on QWL and SQ the sample size has been taken 102 & 112 questionnaire among doctors and patients.
For the present study stratified random sampling method have been adopted sample methodology used for the study is random method,

Sample Design

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respondent both doctors and the customers many times lacked interest in filling the questionnaire and even sometimes doubted credibility of the researcher The respondent were a bit afraid in filing the questionnaire. The corporation and interest of respondents posed a serious problem.

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statistical tools used to measure QWL & SQ among respondents were mean, Standard deviation, percentage,Co-relation and Z test, ANOVA was performed

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has been found that the doctors do not have a sufficient time to spare themselves & it scores with a mean of 1.22 & S.D 0.57 The doctors while delivering there services they face a huge crises due to unlimited resources & heavy work load. The Doctors do not fulfil there social obligations or commitment with a mean of 1.50 & S.D 1.20 The Doctors do not time to pursue there personal hobbies with a mean of 1.69 & S.D 1.21 The salary offered by the management to them is not adequate to meet out there social needs.

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sanitation & the over all physical working conditions are not upto the standard in both the hospitals with a mean of 2.56 & S.D 1.36 The doctors show positive response towards autonomy , there is ample chance to develop oneselves as there is least interference by the superiors while handling the given assignment as it scores 3.01 with standard deviations 1.41. The doctors perceived training and development programmes are the regular feature of the hospitals and are very useful in gaining and expanding their knowledge while performing their duties as it scores with mean of 3.25 and standard deviations of 1.45

The

doctors working in SMHS shows higher degree of satisfaction as compared to SKIMS in terms of salary offered to them with a mean of 2.60. In case of safe and healthy working conditions it is perceived in SKIMS that there is favorable physical working and other environmental conditions as compared to SMHS with a mean score of 3.19 respectively. It is seen that the doctors working in SKIMS feel more work pressure and have a limited resources while handling the jobs. It is seen that the female doctors perceived that training and development helps them to grow and perform effectively with a mean of 4.00 as compared to their male counterparts.

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management takes male doctors in to confidence whenever decision pertaining to day to day work life of doctors is taken into consideration as compared to female doctors. In case of reward the female doctors persistently believe that the excellent work is praised by the management and higher responsibility is assigned to them with a mean of 3.14. The female doctors perceived that they have to work for a longer period of time beyond working hours as male with a mean score of 2.78 and 1.90 in male respectively. The doctors scores high on the fact while discharging their duties they learn and helps for future assignments.

The doctors at all levels seen to be very particular relating to punctuality. The doctors across qualification no significant difference is found in case of salary offered to them. Surgeons are satisfied with the salary offered to them and matches with their skills, education on contrary physicians were totally dissatisfied with the salary offered to them.

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management is very serious about punctuality, disciplines, ethos in SKIMS than SMHS. The study shows the patients have a complete faith towards doctors with a mean of 5.07 and have no doubt on their competence. The patients perceived that doctors are very much sympathetic and generous while treating them and give complete status to the family members about the patients health as it scores 4.68. It is seen that the doctors shows a great concern towards the patients while giving treatment to them. The doctor discusses the problems with the attendants of the patients friendly and understands the treatment in a laymans way. As it scores with a mean of 4.25 and standard deviation of 1.12.

It

is found that patients treated in SMHSS have more confidence in doctors than SKIMS. The patients have a great satisfaction and confidence while treating in SKIMS than SMHS.The patients perceived that the doctors of SKIMS takes utmost care and takes into confidence while treating them and give complete status about there illness during the stay in the hospital with a mean of 3.93 an standard deviation of 0.83 respectively. The patients perceived the physical environment of SKIMS is far better than SMHSS.the wards are well cleaned and have good ventilated system. The screens were available all the times while treating me. The patients reflects that the doctors of SMHSS give much time to them as compared to SKIMS as it scores with a mean of 5.44 and standard deviation of 0.89.

The

noises occurring inside and out side the wards in SKIMS are minimum than SMHSS. The patients of SKIMS have a high regard about the sanitation facilities provided to them than SMHS as significant difference have been found with a mean of 3.93 and standard deviations of 0.79. The job delivered by doctors in SKIMS is much sound than SMHS with a mean of 3.58. The patients belong to urban areas scores low to the overall services offered by the two major hospitals in comparison to the rural areas with a mean of 3.84 and 4.39.

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doctors in these hospitals need to be given adequate space, in order to build inter-personal relationship with each other. The management should provide a good facility to doctors in both the aspects i.e technical and physical resources while discharging their duties. The management and hospitals need to be tactical in designing welfare schemes for doctors. Infact need to be redesign welfare schemes for doctors. The management and hospitals should provide handsome salaries to the doctors which should match up with their educational level

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management should be committed to provide emotional assistance to the doctors for their upliftment. The management and the hospitals need to device a mechanism so as to evenly distribute work among doctors, in order to ease workload on them. Management needs to be flexible while designing work schedules for the doctors. The doctors in hospitals need to be given a feel of openness in these two hospitals. The doctors need to be taken in to confidence while designing roasters for them.

Salaries and compensation to the doctors need to be at par with rest of the hospitals. The management needs to develop a sense of security and belongingness among the doctors. The grievance handling procedure in hospitals pertaining to doctors need to be improved. The doctors need to be given some authority while delivering their services to the societies/patients. The role of favoritism needs to be minimized on part of the hospitals and management. Improvised career planning mechanism need to be decided for doctors.

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doctors feel stagnant while in job, so as avenues need to develop for making them feel not to stuck in one role. The management and hospitals should practice the dimensions of QWL in the two major hospitals fairly. The physical environment in terms pollutants and other environmental factors of SMHS needs to be improved. The management and hospitals should take the recognitions from the doctors while taking the decision for the betterment of the hospitals. The management should give more authority to the doctors irrespective of their qualification and give good stipend to the doctors at all levels.

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administration of the hospitals should give much more importance dimensions of QWL and highlights the dimensions of QWL where the perception of doctors varies significantly. The sanitation and the hygiene facility of both the hospitals need to be improved significantly. The doctors and the allied staff need to be address openly and discuss the mode and treatment with the attendants. The doctors and nurses need to address patients with more care and respect. The doctors need to take special care while prescribing the drugs to the patients. The hospital authority continuously monitors the causes of disturbances inside and outside the ward.

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more work is needed for the overall improvements in service quality in these hospitals.

Thank You