Service operations management
Exam Questions:
Ensure that you read the full CQC report when preparing for your exam.
Question One
for Health and Social Care services, identify and evaluate factors affecting the
quality of healthcare for patients at The Queen Elizabeth Hospital. (30 Marks) 700
words
ASSESSMENT CRITERIA FOR Q1
Knowledge and understanding of the issues currently being experienced by The
Queen Elizabeth Hospital
Ability to conduct valid and relevant research
Ability to extract relevant information and draw balanced conclusions
Question two
Define capacity, capability, and competence in a service operation context, then
analyze and conclude whether The Queen Elizabeth Hospital has capacity with
capable and competent staff to improve the quality of service delivery. (30
Marks) 700 words.
ASSESSMENT CRITERIA FOR Q2
Knowledge and understanding of capabilities, competences, and philosophy
Ability to conduct valid and relevant research
Ability to extract relevant information and draw balanced conclusions
Question three
Make at least 3 recommendations and provide solutions for effective ways to
improve quality of the service at The Queen Elizabeth Hospital highlighted in the
CQC report.
Use a relevant technique for implementing recommendations.
(30 marks) 600 words
