Project- Suresh3 (1) - for merge

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CHAPTER 1

INDUSTRY PROFILE





A vibrant and dynamic healthcare sector is imperative for the new

human resource intensive world. Quality healthcare is vital for the growth of

any nation. The key objectives of an effective healthcare system would be to

enhance average life expectancy and to improve quality of life and

productivity.

The sector today has a radical outlook with major emphasis on high

skill sets that can leverage technology and medical science, and needs to

cater to a critical and inevitable customer need at an affordable cost. It works

on the principle of network economics touching innumerable lives.

RECENT DEVELOPMENTS

India is very well placed to tap the growing potential of the healthcare

sector. It has the relevant skill-sets with adequate human resources to

become the preferred healthcare player in emerging countries across the

globe.



Increasing urbanization, superior demographics, better health consciousness

and higher life expectancy has enhanced the demand for quality healthcare.

Although the Indian government-run public sector has taken lot of initiatives

in regards to the development of healthcare facilities, it is unable to do much

now, which has brought the private sector into the picture. This in turn, has

brought in more capital, better technology etc. The recent Union Budgets too

have been favorable to the healthcare sector. There has been reduction of

customs tariffs on life saving medical equipment, reduction of excise on

certain critical drugs and abolition of duty on drugs and materials imported

for clinical trials.

Lower interest on lending for private sector hospitals exceeding 100 beds

will improve access to low cost funding for hospitals. But the biggest leap

has been the community-based universal health insurance

scheme for the poor whereby a cover of Rs.30000 is available for as low as

Rs.2 per day with the Government contributing Rs.100 per annum for

families below the poverty line.



Competition has proven to be the biggest blessing in the sector. Not

withstanding the healthy competition, several big corporate houses have

ventured into the sector. The availability of various equipments has proven

to be life saving many times. The formation of many big hospitals is the hint

of the boost in this sector.

The entry of big pharmaceutical companies into this segment is a clear sign

of corporate focus on this sector. Earlier many diseases did not have any

cure for them but today such diseases have no longer remained a big threat

to mankind. The implementation of newer and better technology in hospitals

has helped save many lives.

Healthcare is a fast-growing sector which is developing at a very fast pace.

People are becoming health conscious and are demanding better quality

healthcare measures. Many hospitals have been formed for the purpose of

providing quality healthcare to the people. Huge investments are being made

in R&D, which has led to development of new and better life saving drugs

and equipments.



The government has reduced certain duties, which has brought down the

cost of various drugs and equipments. There has been a constant focus by

the government on the development of the healthcare sector. Even various

pharmaceutical companies have contributed to develop and provide Better

quality drugs. Various steps are being taken to develop the healthcare sector.

PRESENT SCENARIO

India's healthcare sector has been growing rapidly and estimated to be worth

US$ 40 billion by 2012, according to Price water house Coopers in its

report, 'Healthcare in India: Emerging market report 2007'. Revenues from

the healthcare sector account for 5.2 per cent of the GDP, making it the third

largest growth segment in India.

The sector's growth will be driven by the country's growing middle class,

which can afford quality healthcare. Over 150 million Indians have annual

incomes of more than US$ 1,000, and many who work in the business

services sector earn as much as US$ 20,000 a year. Today at least 50 million



Indians can afford to buy Western medicines-a market only 20 per cent

smaller than that of the UK.

The growing purchasing power of Indian patients is revealed in the increased

business of air ambulance services. Around 365 airlifting worth several

millions of rupees happen in Delhi in a year on average. If the economy

continues to grow faster than the economies of the developed world, and the

literacy rate keeps rising, much of western and southern India will be middle

class by 2020. To meet this demand, the country needs US$ 50 billion

annually for the next 20 years, says a CII study. India needs to add 2 million

beds to the existing 1.1 million by 2027, and requires immediate investments

of US$ 82 billion.

Funds in the sector have been largely private. In fact, it is believed that the

private sector provides 60 per cent of all outpatient care in India and as

much as 40 per cent of all in-patient care. It is estimated that nearly 70 per

cent of all hospitals and 40 per cent of hospital beds in the country are in the

private sector, says PWC.



The future of this sector looks bright and promising. Both, the government

and private sector enterprises are joining hands to boost the

Indian healthcare sector. Overall, the prospects appear very bright and

reflect the old adage 'health is wealth'.

SIGNIFICANT POINTS:

• As the largest industry in 2006, health care provided 14 million jobs –

13.6 million jobs for wage and salary workers and about 438,000 jobs

for the self-employed.

• 7 of the 29 fastest growing occupations are health care related.

• Health care will generate 3 million new wage and salary and jobs

between 2006 and 2016, more than any other industry.

• Most workers have jobs that require less than 4 years of college education, but

health diagnosing and treating practitioners are among the most educated workers.



CHAPTER 2

COMPANY PROFILE



CHAPTER 2

COMPANY PROFILE

The only name, which comes to everybody’s mind when one, thinks of

Hospitals In the Central business unit of Bangalore, is none other than the

well known Mallya Hospital.

It was inaugurated on 6th June 1991 by Sri Sathya Sai Baba. Mallya

Hospital has grown over the years with substantial increase in bed strength,

infrastructure and assurance of quality patient care with human touch using

state-of-art technology. The multidisciplinary approach to diagnosis and care

is designed to have a continuum of safe and high-quality care for patients-all

services under one roof. Today, the hospital is managed by Chaparral Health



Services Limited with Mr.D.K.Audikesavulu, Ex-Member of Parliament,

LokSabha as the Managing Director and Commodore Indru Wadhvani as

the President. The group also manages Vide Institute of Medical Sciences

at Whitefield, which is a 1000 bedded Medical College Hospital & Research

Centre.

WORLD STANDARDS WITHIN THE REACH

In line with the quality policy of the hospital, continuous up gradation of the

facilities and services is the mantra. With the bed strength increased to 220,

now the hospital is able to cater to those who seek even the most

sophisticated services and treatment. Two modern OTs. These are equipped



with world class technology and are stainless steel with vertical laminar

flows, which ensure zero infection. The hospital is equipped with advanced

MRI, 64-slice CT, impact- PACS Teleradiology CR “X” ray System,

Mammography and Ultrasound equipment. The introduction of Fresinius

4008 S Dialysis unit. These are in addition to the earlier lot of eight dialysis

machines. The Nephrology Department carries out regular Renal

Transplants.

Cutting edge technology to compliment the skills of Consultants & Surgeons

to perform Minimal invasive surgery, Total hip replacement & Total knee

replacement surgery, Arthroscopic surgery, Polytrauma care, Brain & Spine

surgery have come a long way in ensuring international standards. Capsule

endoscopy, a unique procedure in detecting gastrointestinal standards lesions

has been an advanced method, which can trace hemorrhage even in the small

intestines, which routine procedures fail to diagnose.



The 24-hr Emergency and Trauma care services are geared to handle all

kinds of emergencies ably supported by imported hi-tech ambulances having

medical and paramedical staffs. In a way, these ambulances are literally

CCU’s on wheels.

Mallya hospital has to its coveted ISO-9002 certification award which has

been recently upgraded ISO 9001:2008

HEALTH CHECK CAMPS

“Prevention is better than cure”. The age-old slogan is given due weightage

with the various health check up programs designed specially to have an

early diagnosis of life style diseases. The Laboratory has been accredited by

NABL acknowledging the precision of the diagnostic services.

The process towards accredited by NABH is in progress which further

ensures high quality standards.

Mallya Hospital offers courses in DNB for Medicine, Surgery, Anesthesia

and Orthopedics. Frequently CMEs are conducted in association with

various medical fraternities to exchange updated information. Various health



awareness programs including talks by specialists and health check-up

camps are conducted on a regular basis.

SERVICE DEPARTMENTS :

Cardiology Neuro Surgery

Cardiothoracic Surgery Oncology

Dentistry Opnco Surgery

Dermatology Orthodontist

Endocrinology Pediatrics

ENT Pediatric Cardiology

Gastroenterology Plastic Surgery

General and Minimal Invasive

Surgery PsychiatryInternal Medicine Pulmonary Medicine

Maxillofacial Radiology

Neonatology Speech Theory

Nephrology Urology

Neurology Vascular Surgery



SUPPORTIVE DEPARTMENT AND SERVICES

EMERGENCY SERVICES

Casualty and emergency services in Mallya Hospital immediate

therapeutic and diagnostic care on emergency basis round the clock. The

Emergency room is an eight bedded unit. The services/facilities include

• Management of Road Traffic Accidents (RTA) Cases.

• Hypoglycemia Management.

• Poison Cases.



• Breathlessness.

• Myocardial Infraction.

• Centralized Oxygen.

• Defibrillator.

• Cardiac monitor.

• ECG.

• Suction tubing.

• Crash Trolley.

• Endotracheal Medication.

• Glucometer.

• Vebulization mask



GROWTH AND MILESTONE OF THE ORGANISATION

June 1991 Mallya Apollo Hospital with 120 beds opened to Public.

Hospital was inaugurated by Sri Sathya Sai Baba.December 1994 A state of the art Cardiac Catheterization Laboratory was

Installed & an 8 bedded Coronary Care Unit was

opened to support the advanced Cardiac facilities now

available in Mallya Hospital.January 1996 Chaparral Health Services took over the Management

of the Hospital with Mr. D.K. Adikesavalu as its Chairman.February 1996 Mallya Diagnostic Day Care Center was opened.September 1996 Trauma Unit with 4 beds opened.October 1996 To provide for the growing needs of the people, more

Semi Private wards were created & the bed strength was

increased to 145.December 1996 Commodore Indru Wadhwani took over as President of

Mallya Hospital.February

June

1997

1997

State of the Art imported ambulance Introduction.

Mallya Hospital decides to improve on its quality of service

& Started preparing for ISO 9007 Certification.

Certification

Obtained on June 6th, 1007.



June 1998

1999

State of art MRI Centre opened.

4 Bedded Neo Natal unit opened, ICU expanded by 4 more

Beds, MGW expended by 6 more beds.April 2000 GE Hispid Spiral CT acquire.

January

May

2001

2001

2002

4th Floor inaugurated.

Dialysis unit with ten beds renovated.

4th Floor commissioned.

Increased critical care beds and taking the total critical

Bed strength to 48 beds. MICU (14Beds), SICU (12Beds), RCU

(2 Beds), CCU (11Beds), ICCU (5 Beds), NICU (4 Beds).March 2003 New State of the Art SIEMENS-1.5 TESLA MRI SYSTEM

(SYMPHONY) inaugurated.April 2003 Two new State of the Art Stainless Steel Operation Theatres

inaugurated on the fourth floor.

November November

20052005

Inauguration of Birthing Suite.(402)Renovation of Male General Ward.

December 2005 Philips B V Endura State Of the art C-Arm inaugurated.

April 2007 Philips Allura Flat panel Cath Lab Inaugurated.

April 2007 NABL Accreditation Obtained( National Accreditation Board for



Testing and Calibration of Laboratories.)

May 2007 Philips Cardiac CT 64 inaugurated.

February 2008 Surgical ICU renovated with State of the art equipment.

March 2008 Renovation of Private Rooms completed on 2nd floor.

January 2009 New Software MEDIMAN inaugurated.

June 2009 ISO 9001 upgraded to 2008 standards

December 2009 Vajpayee Arogya Shree scheme for BPL Families inaugurated

Along with existing welfare scheme like ABY,Yeshaswini, ECHS

And CGHS.

June 2010 Effluents Treatment Plant inaugurated (ETP).

July 2010 Mallya Hospital Registered under KPME Act 2007 & Rules 2009

By State of Karnataka.

(Reg. NO. BAU-08054-AS-NT).





Nature of business carried:

The mallya hospital is situated in heart of the city, thinks of hospitals in the

central business unit of Bangalore, is none other than the well know Mallya

Hospital.

List Of Facilities Provided by the hospital:

Cardiology Neuro Surgery

Cardiothoracic Surgery Oncology

Dentistry Opnco Surgery

Dermatology Orthodontist

Endocrinology PediatricsENT Pediatric Cardiology

Gastroenterology Plastic Surgery

General and Minimal Invasive

Surgery Psychiatry

Internal Medicine Pulmonary Medicine

Maxillofacial Radiology

Neonatology Speech Theory

Nephrology Urology

Neurology Vascular Surgery



VISION

The Vision of Mallya Hospital is “ Quality & Commitment in

giving Individually.

MISSION

1) Equipped to Care.

2) To provide excellent health care and utmost patient

satisfaction.

Quality Policy:

To be at the forefront of every aspect of health. The

hospital has grown over the years with substantial increase in bed strength,

infrastructure and an assurance of quality patient care with human touch

using the state-of-art technology. Its Logo "quipped to care "peaks volumes

for what it stands.



Services Profile:

Health Check-Up Packages:

1) Master Health Check-Up.

2) Executive Health Check-up (Non-Diabetes).

3) Executive Health Check-up (Diabetes).

4) Diabetes Health Check-up.

5) Pre-employment Health Check-up.

6) Advanced Cardiac Health Check-up.

Services:

1) Cardiology.2) Critical Care Units.

3) Diagnostic Services.

4) Gastroentrolgy.

5) General and Minimal Access Surgery.

6) Neurosciences.

7) Obstetrics & Gynecology.

8) Oncology.

9) Trauma and Orthopedic.

10) Plastic and Cosmetic Surgery.

11) Urology,Nephrology & Transplant.



12) 24 Hours Ambulance Servie.

13) 24 Hours Pharmacy.

14) 24 Hours Laboratory.

15) 24 Hours Emergency Care.



Area Of Operation:

The Mallya Hospital Operates Regionally.

Ownership Pattren:

The Hospital is Managed by the Chaparral Health Services limited, with one

Managing director, one director and one CEO & President.

The day to day function of the hospital managed by the group of

professional managers headed by the president.

Competitors Information:

The success of the each and every business mainly depending on how

brilliantly it faces the competition. The Mallya Hospital is not out of

competition. The Major competitors to Mallya hospital are as follows.

Competitors:

Sl. No Name of competitors Area of procurement



Infrastructure Facilities:

Mallya Hospital provides so many infrastructure

facilities for the workers.



Acheivements and Awards:

ISO:

Mallya Hospital is the first Multispecialty, Multidisciplinary Hospital in the country toreceive the coveted ISO-9002 certification award which has been recently upgraded toISO 9001:2008.

NABL accreditation:

National Accreditation Board of testing and Calibration Laboratories (NABL) haveaccredited Mallya Hospital Laboratory and blood bank.

Awards:

Karnataka government announced the award to CEO of Mallya

“Kannada Rajyotsava”. Dr. Anand was received “Lorgious State Award”



for plastic surgery. Dr. Hooli Raj was taken “Siromani Award” from

Punjab. Dr. Divakar Bhat, Chief Cardiac Surgeon has been conferred

“Vox Populi Cardiac Surgeon Award” for the year 2007, on the eve of

World Heart Day. Dr. S.A. Subramani has received “Prof. R.N. Sinha

Award”.

WORK FLOW MODEL (END TO END PROCESS)



FUTURE Growth and Prospects:

The institution is spreading its wings and is looking forward to increasing

its area of operations. It has established the Mallya Diagnostic centre on Kamaraj

Road to serve different segments of the society. Plans are under way to acquire

an additional floor, more space, and to establish a state of the art oncology and

hospice unit in order that the services of this institution may be available to a

larger segment of Bangalore’s population.

The Medical Consultants who run Mallya Hospital are a committed groupof professionals who are chosen and retained, based on not only their

qualifications but also their experience and ability to maintain highest medical

standards for patient care.

Doctors and equipment could run no hospital alone. There are a number of

nursing, paramedical and non-paramedical professionals who are hand picked

based on their efficiency to operate various departments that go to make the

hospital. T he efficiency of these departments is obvious as the hospital has been

awarded ISO 9002 certification. These include food & Beverages, Security, Front

office, Engineering, Personnel, Marketing, Purchase, Pharmacy and many others.



In short, Mallya hospital is growing to meet the enlarging needs for

medical care in the city in the city over the years to come. All facilities

that are required to teat a patient are available under one roof in this

institution.



CHAPTER 3

Mc KINSEY’S 7S

MODEL



CHAPTER 3

Mckinney’s 7s Frame work with reference to organization

under study:

The 7’s model is better known as McKinney’s 7’s. This is because the

two persons who developed this model, Tom peters and Robert

waterman, have been consultants at McKinney and company at that

time. The model starts on the premise that an organization is not just

structure but consist of seven elements.



1) Strategy

2) Structure

3) Systems

4) Style



5) Staff

6) Skills

7) Shared Values

1) Strategy: The initiatives that the organization has chosen to gain

sustainable advantage and reach its vision.

2) Structure: The organizational structure, roles and other framework

the organization uses to guide to activities,

3) Systems: The formal and informal processes and procedures that

supports and govern activities.

4) Style: The leadership approach of top management.

5) Staff: The number of staff, how people are hired, integrated,

developed, socialized into the organization.

6) Skills: Distinctive skills, capabilities and competencies that reside

in the organization.

7) Shared Values: The guiding concepts and principles used to guide

behavior in the organization.

STRATEGY :



To achieve continuous improvement in providing the quality patient care

using the state of tihe art technology and rendering servies with human

touch.

STRUCTURE:



CHAIRMAN

PRESIDENT

BUSINESSDEVELOPMENT

ADMINISTRATION FINANCE PURCHAS

NURSING

CARDIOLOGY

RADIOLOGY

OT

LABORATORY

PHARMACY

MATERIAL STORE

F & B

LINEN

SECURITY

HOUSE KEEPING

HRD

TRANSPORT

ENGINEERING

MEDICALRECORDS

BIO MEDICAL

PARAMEDICAL

MEDICOFFICE

JR.DOCTOR



Mallya hospital consist of various functional departments

1. HUMAN RESOURCES DEPARTMENT

Organization Chart of HR & Transportation Department:

PRESIDENT

ASSISTANTMANAGER-HRD

MANAGER-HRD

SR-ASSISTANTTIME OFFICE

ASST-MANAGER OFTRANSPORTATION

DRIVERS



Human Resource Management is a process of bringing people and

organization together so that the goals of each are met. It may be defined as

“ The art of procuring, developing and maintaining competent workforce to

achieve the goals of an organization in an effective and efficient manner.”

Duties and responsibility of HR Department:

• Execute & Implement the policies of H.R.

• To develop & strengthen of HR function.

• To recruit & select prospective personal for the required post.

• To prepare the statements of wages & salary administration of the

employees.

• To prepare all the MIS reports of management.

• To maintain, prepare & submit of LIC reports.

• Conducting Interviews & periodic appraisal of employees.

• To plan for Human Resources.

Forecasting

Inventory

Anticipation



Planning & Development

• Conducting induction programs.

•

Finalize the resignation of employees.• Maintaining the all the reports related to employees.

• Maintain the all statutory reports.



RECRUITMENT AND SELECTION

The company adopts different methods of recruitment of the staffs.

For this Mallya hospital gives advertisement in newspapers ,internalreferences, etc.,

Various tools and techniques are adopted by the firm for the selection

of candidates for various categories of post. Application blanks are

employed for extracting the detailed bio-data of candidates. The company

calls the eligible candidates for interview. Practical and written test are

conducted for selection to technical post. For the post of clerical staff,

written test and interview are conducted provided the number of candidate

are very high, it is compulsory that for all vacancies there must be medical

examination to check the physical fitness of candidates. Being a public

sector undertaking, the selection of candidates is subject to communal

reservation policy of the state government.

TRAINING AND DEVELOPMENT

Mallya hospital gives a lot of importance for its human resources. The

hospital believes that the success depends upon providing necessary training

to the employees. Training is provided to each and every employee in the



organization.. The details of qualification, experience and training

undergone by the individual employee are maintained in the personal bio-

data record. While identifying training needs, the respective department or

selection identifying training needs of personal considerations.

Members present positions.

Training already acquired.

New skills to be imparted.

Qualification required.

Motivation or communication required.

INCREMENTS

The Management shall, at its sole discretion decide as to the increment to be

given to employees. No employee shall claim increment as a matter of right.

As far as possible, the management shall grant increment to employee based

on there efficiency at work, record of attendance and conduct. The decision

of the Hospital with regard to efficiency of work of any employee and as to

the conduct of any employee shall be final and binding.

PROMOTION



Promotion is the right and discretion of the management .While promoting

an employee, his merits, seniority and suitability will be the criteria. In

deciding this factor an employee’s qualification, efficiency and attendance,

past records, etc., shall be taken into account. An employee so promoted will

undergo a period of probation in the promoted post ass decided by the

management. If at the end of this probationary period, his service is not

confirmed in the promoted post, he shall be reverted to his original post.

A promoted employee, on confirmation in his new post shall be

eligible to the benefits of the promoted post including any difference in

wages, retrospectively from the date he has been promoted.

TRANSFER

The management shall have the right to transfer an employee from one

Department to another in the same hospital as the hospital may decide at it

discretion. An employee is also liable to be transferred to any of the

hospitals branches or any of its units, wherever situated within Karnataka



state or outside. The hospital shall also have the right to transfer an

employee to any new hospital or office that may be started by the hospital at

any time in Future.

When an employee is called upon to do any other kind of work other

than his usual job, he shall not refuse to do such a job, nor shall he refuse to

do such other job on the ground of dignity. All work of whatever nature

done in the premises of the hospital shall be considered dignified.

Consequent to such transfer, the wages of a employee and other conditions

of service shall not be adversely affected by such transfer.

PERFORMANCE APPRAISAL SYSTEM

When an employee is transferred in promotion from a post during the course

of a colander separation performance report must be prepared for period to

such promotion or transfer. The personnel appraisal forms in respect of

employees in various sections are being separately sent Human Resource

development department to respective head of the department for getting the

report completed and forward the same to the personnel manager with

remarks of assessing the reviewing officers.



EMPLOYEE RESIGNATION:

When ever a employee wants to resign from the organization he/she shall

inform the concerned HOD in writing, one month in advance as per the

organization rules. The concerned HOD shall approve the resignation letter

and then forward it to the Personnel Department .The Personnel Assistant

shall give the relieving letter (signed by the HOD-HR) to the employee after

collecting all organization property from the employee. The employee shall

fill in the employee exit interview form.

Thereafter Personnel Assistant shall prepare clearance and final settlement

form from the employee. The Personnel Assistant shall retain the copy of the

final settlement memo and handover one copy and one copy to accounts

department. The Personnel Assistant shall give the experience letter to the

employee after getting it authorized by the HOD-HR.

RETIREMENT OR SUPERANNUATION

The age of retirement or superannuation shall be 58 years. An employee



shall be retired from service on his attaining the age of retirement that is 58

Years. In determining the age of the employee, only SSLC certificate or the

school leaving certificate shall be submitted as proof of age.

WAGE STRUCTURE

Basic wages for each category of workers are fixed as per agreement the

management and the workers representative. The items covering under

wages are follows;

1) Basic pay

2) Dearness Allowance

3) Variable Dearness Allowance

The worker are given specified amount as basic wage as per the agreement.

The agreement is valid for four years.



PERSONNEL RECORD

Mallya hospital maintains a personnel record for its employees. Every

employee personal record is maintained in the department of HR, whichcontains details of education, experience training and relevant records are

available at respective areas.

RECORDING OF THE ATTENDENCE

The electronic punching system is adopted in Mallya hospital. Every

employee had to punch the card on entering the work.



2. BUSINESS DEVELOPMENT OR MARKETING DEPARTMENT:

Marketing has grown in importance for hospitals, looking to strengthen their

position in a increasingly competitive healthcare market place. Marketing is

a specialized field that deals with connecting patients, physicians,

and hospitals in mutual relationships. Marketing management systems can

demonstrate the effects of marketing activities on patient revenues.

The management in hospital involves with proper planning, investment,

technology implementation and modern techniques, organizing, motivatingthe people, controlling, centralization, engineering and maintenance,

hospitality, de- centralization, marketing, recruiting, safety and security etc.

In all the management system marketing is the only instrument that can fetch

business or revenue to an organization. The effective marketing techniques

once assured are the basic instinct to earn revenue.

Although the healthcare industry long has been recognized by economists as

an imperfect market, marketing has become an important aspect of thehealthcare business. Today, healthcare organizations spend more than $2

billion a year on marketing and marketing continues to evolve with thechanging dynamics of the healthcare market. Healthcare marketing at the

present time is moving away from advertising and toward relationship building.



The major functions of the Marketing Department are:

Brand development Image and identity development Profiles, brochures/ pamphlets Patient information communication Web content Public relations

Presentations

HIERARCHY OF BUISNESS DEVELOPMENT DEPARTMENT

PRESIDENT

BUSINESS DEVELOPMENT MANAGER

ASSISTANT MANAGER



Focus of Business Development Shall be to market the facilities as

follows,

• Corporate business promotions.

• Tie up with third party, administration, insurance

companies & central / state govt for in patient

treatment.

• The manager shall be visit prospective customers and

explain about various service offered by hospitals.

• Handle the all the enquires and a proposal sent to the

prospective enquirer.

• Manager shall help to answer any queries about any

medical aspects.

• All proposals reviewed and approved before release.

• All the final orders /contracts shall be reviewed for

proper specifications authorized personnel from the

customer side.• Collecting the monthly reports from account

departments and sending to TPA’s and corporate for

outstanding collections.



• Maintaining the records on various promotional

activities carried out.

• Organizing the health checkup camps.

• Organizing the press meets.

• Interact with Media to maintain cordial relationship

and use advertising agencies for preparing hording,

newsprints and publicity.

• Reviewing the Contract with companies.

• Sending the reminders clarifying the queries and

providing the relevant documents to concerned TPA’s

to get payments.

Around 380 Corporate’s are empaneled with Mallya Hospital. 16

TPA’s are in panel of Mallya Hospital. A few major companies are listed

below-• Appollo DKV Insurance Company Ltd.

• Dedicated Healthcare Services (India) Pvt.Ltd.

• Family Health Plan Ltd.



• Medi Assist India Pvt.Ltd.

• Medicare TPA Services (India) Pvt.Ltd.

• MDIndia Healthcare Services (TPA) Pvt.Ltd.

• Paramount Healthcare Management Pvt.Ltd.

• Raksha TPA Pvt.Ltd.

• Star Health and Allied Insurance Co.Ltd.

• TTK Healthcare Services Pvt.Ltd.

• United Healthcare India Pvt.Ltd.

• Vipul MedCorp Pvt.Ltd.

• GHPL

• ICICI Prudential

• Max Bupa

• Bajaj Alliance



3. BILLING DEPARTMENT

ADMISSION FOR MEDICAL INSURANCE CARD HOLDER

The following procedure is adopted for Admission.



1. All planned admissions for hospitalization/surgical procedures will be

made only after the receipt of Pre-Authorization approval from the

concerned TPA/Insurance Company.

2. Pre-Authorization form for all Mediclaim policyholders shall be issued

from Admission Counter to the patients requiring admissions.

3. Admission Counter will validate the identity of the patient prior to giving

a request form of the concerned TPA/ Insurance Company

4. The request form consists of 3 parts:

Part A: To be filled in by the insured Patient/Attender.

Part B : The patients shall then get Pre-Authorization form filled in byte

treating Doctor.

Part C: Billing counter shall enter the estimated cost of the treatment.

5. Filled in forms shall be submitted to Insurance Cell at Reception counter

along with photo ID for processing with the concerned Insurance

company/TPA.



6. During the off duty hours of Insurance Cell, the filled in form shall be

submitted at Billing for processing.

7. The request will be submitted to the concerned TPA/ Insurance Company,

the Turn Around time for authorization is approx 6-10 working hours.

8. The TPA/ Insurance Company will send Approval/ Denial Letter and the

print out of the same will be available at the Insurance Desk.

9. If approved the Approval letter will also indicate the amount up to which

the TPA will settle the bill directly with hospital.

10. After receiving Pre-Authorization approval from the concerned TPA/

Insurance Company, the patient can get admitted.

11. If the patient wants to get admitted prior to the receipt of Pre-

Authorization approval, deposit has to be made as per the existing system of

the Hospital, depending on the room category and 90% of the cost of

surgery, if any. This applies to EMERGENCY admissions also.



(Subsequently Pre-Authorization would be requested from the TPA/

Insurance Company) as above.

12. Such deposits received will be refunded in cash (if it is within 25,000/-)

or by way of A/c payee cheque (in the name of the patient only) on

discharge or will be adjusted against balance (if any) in the final bill on

receipt of approval.

13. At the time of discharge if the final bill amount exceeds the authorized

amount, the consolidated final bill will be processed with the concerned

TPA for enhancement for further approval or reconfirmation of the case

which will take 3-4 hrs from the time the final bill and discharge summary

are processed. We request you to bear with this delay in the discharge

formalities.

14. Payments are to be made in full, if Pre-Authorization is not approved

under any circumstances. Similarly, difference amount in the bill (if any) not

approved by TPA / Insurance along with the non-medical expenses and non-

reimbursable charges shall to be paid by the patients at the time of discharge.



15. Please note t hat the rejection of the preauthorization request is only

denial for cashless services and is no way to be treated as denial of

treatment. The insured can directly settle the bill with the hospital, the

insured retains the right to get treated and submit the bill directly to the TPA

for subsequent reimbursement.

16. With regard to all TPA/ Insurance related issues, decision of the Mallya

Hospital Management will be final and binding.

DEPOSIT

On admission, an initial deposit will be collected at the In-Patient Billing

counter. The amount depends on the category of room and the



treatment/surgical procedure planned. Reminder for further deposit will be

sent from time to time as your credit is utilized. Payments are accepted only

by Cash/DD/Credit Card. Cheques are not accepted.

DISCHARGE

A Patient can be discharged from the hospital on the advice of the

consultant. After the discharge intimation is sent by the ward sister, the

Billing Section would take atleast an hour to secure clearance from all the

departments such as Pharmacy, Housekeeping, Telephones, Food Servicesand Operation Theatre. The billing assistant will inform you when the bill is

ready. The bill may be settled by Cash / DD or Credit Card. (Visa, Master

Card, American Express, Diners Club). Cheques Will Not Be Accepted.

• Pay only at the Billing Counter.

• Please insist on receipt for any payment made towards your treatment

in the hospital.

Before departure, the ward sister will hand over the prescription and explain

to the patient about the treatment to be continued at home



Please do not give tips to the staff. If any staff solicits payment kindly bring

it to the notice of the administration. Patient’s suggestions are always

considered and many times have proved useful. We value your opinion. We

would appreciate your feedback on the services by filling in the patient

evaluation form which could kindly be dropped in the suggestion or

complain box available at different locations at the floor.



PURCHASE DEPARTMENT

Organizational Chart of Purchase Department:

Senior Manage

Manager

Assistant Manager

President



Purchasing Department Mission:

The mission of Mallya Hospitals Purchasing Department is the acquisition

of the right goods and services...

• In the right quantity

• At the right time

• Of the right quality

• At the right place

• From the right supplier

• At the right cost

• At a minimum inventory and operating investment

FUNCTION:



The Purchase department is responsible for all the purchases in The

Hospital. The procedure followed by the Purchase Department is as follows-

• Receiving the indent from the different dept which is approved by the

President.

• Collecting the quotations from the deferent suppliers.

• Selecting the right supplier.

• Maintain inventory at minimum.

• Ensure the quality and quantity to be purchased.

• Standardize items purchased.

PROCEDURE FOLLOW BY THE PURCHASE DEPARTMENT:

• Indent received through online which is approved by president.

• Purchase order(Quotation for 3 suppliers for new product).

• Compare with comparative statement.

• Sending to senior purchase manager.

• Sending to President for approval.

• President approval amount will be placed.

• Inform to suppliers.



Some of the materials ordered by the Purchase Department are:

1. Electric

2. Cathlab

3. Bio chemical lab

4. Hardware

5. Nursing dept item

6. Nebulizer mask

7. Oxygen mask

8. Oxygen flow meter

9. House keeping department item

10.Blood bank related item

11.Plate light centers

12.Estopathology department

13.Dragar OT lights

14.MRI

15.CT SCAN



FINANCE DEPARTMENT

Finance is aptly described as the lifeblood and nerve center of any

business. It is just as the circulation of blood, an essential system in the

human body to keep and alive. Finance is vital input for the smooth

functioning of the business. Every business enterprise irrespective of its size

and nature needs finance to carry on its operations and achieve its target.

The finance department in Mallya hospital handles all the financial

matters. It maintains the profit and loss account and expenditure. The main

income of the hospital is through outpatient, in-patient, canteen, telephone,

tea shop. The expenditure is due to operating cost, Administration cost,

employee cost. They do all the money transactions.

It helps provide the financing and accounting information necessary to makevarious decisions. However, this department has a role that encompasses anumber of duties.

1. Bookkeeping

The finance department is responsible for keeping track of all sales andcapital spending at a business.



2. Profit and Loss

Another responsibility of the finance department is to provide managementwith a profit-and-loss statement that will show the overall strengths or weaknesses of a business.

3. Update Managers

Managers need the most current information to make the best decisions for their departments. The finance department has a duty to provide them with

the most accurate and timely information possible. This would includeinformation such as costs to produce a product.

4. Financing

The finance department plays an integral role in helping the business receivethe necessary financing it needs, how the money will be paid back anddistributing dividends to shareholders.

5. Considerations

Finance departments are a key part of all organizations besides businesses,

such as universities, charities and governments

ROLE AND IMPORTANCE OF FINANCE DEPARTMENT

• The success and promotion depends on finance administration.

http://hbmo7.blogspot.com/2008/02/role-and-importance-of-finance.html

http://hbmo7.blogspot.com/2008/02/role-and-importance-of-finance.html



• Ensure that there are adequate funds available to acquire theresources needed to help the organization achieve its objectives;Smooth running of the enterprise depends upon sound financial

planning.

• Ensure costs are controlled; Ensure adequate cash flow; Establish andcontrol profitability levels.

• Finance administration co-ordinates various financial activities.

• Profitability is the focal point of decision making.

• It is a determinant of business success.

• It is a measurement of performance of the business.

•One of the major roles of the finance department is to identifyappropriate financial information prior to communicating thisinformation to managers and decision-makers, in order that they maymake informed judgements and decisions.

Finance also prepares financial documents and final accounts for managers to use and for reporting purposes.

STORE DEPARTMENT:

Hierarchy of the stored department



OBJECTIVES:

• To maintain the MSL for various dept as specified.

• To control inventory.

FUNCTION OF MATERIAL STORE DEPT:

• Receive the materials after due security checks Store and issue the

incoming materials prepare GRM maintaining the minimum stock

level for essential items.

PRESIDENT

SENIOR MANAGER ADMINISTRATOR

SENIOR MANAGER MATERIAL STORES

ASSISTANTMANAGER

STORE ASSISTANT



• Check the received materials, packaging, quality, quantity and date of

the expire which is also tailed with delivery challan and purchase

order.

• Concerned dept personal called to verify the materials and certify in

writing as “checked and received “ followed by their signature on the

delivery challan.

• Store personal shall enter all particulars of the invoice and delivery

challan in computer and obtain a G.R.N number and take print out of

the same in 1+1 copy in format and attach with the delivery challan.

•SM MS, shall verify the GRN sign and send to the senior manager administrator for signature and send original GRN and invoice copy

shall be sent to account dept.

• If any rejected item is there shall be sent to the supplier.

• Identify the expire item store separately for early consumption.

• The store shall be received in material requisition online from user

dept and send the materials to the according to the request.• If the material is not available shall inform to purchase dept to procure

the same.

• If the material are rejected the SMMS shall prepare a non returnable

gate pass in format R-Sec-09(1+1+1)copy ) & shall sent back.



• Sent materials to repair by issuing the returnable gate pass.



INSURANCE DEPTMENT:

Hierarchy of the insurance department

PRESIDENT

ADMINISTRATOR

SENIOR MANAGER OF INSURANCEAND CORPORATE COORDINATOR

ASSISTANTMANAGER





FLOW CHART FOR ADMISSIONS UNDER MEDICALIM POLICY:

SHOULD YOU REQUIRE HOSPITALIZATION

Network Hospital Non Network hospital.

Planned EmergencyClaim intimation to be sent tthe concerned TPA.

Submit Pre-authorization requestto the concernedTPA 3 days inadvance.

Immediately after admission send pre-authorization requestto concerned TPA.

After taking treatment allhospitalization bills to be pa by you to the hospital & clai

submitted to the TPA with threquisite documents inoriginal.

TPA will scrutinize the request of the case tocase basis and will authorize the hospital.

TPA scrutinizes the claim papers reimburses admissible claim amouto you. A discharge vouchers is seto you for your signature.

If Authorization provided you getcashless facility.

Authorization notgiven no cashlessfacility

You get treated & prior to discharge

complete claimform scrutinize &sign all relevant bills.

Take treatment asrecommended by your doctor. Pay the

hospital for treatment.Claim papers can besubmitted to the TPAfor reimbursement

You pay all non medicalexpenses directly to hospital.

TPA pay bills to the

hospital.

On receipt of the signed dischargevoucher, a cheque is sent to you bythe TPA.



SHOULD YOU REQUIRE HOSPITALIZATION

Network Hospital Non Network hospital.

Planned EmergencyClaim intimation to be sent tthe concerned TPA.

Submit Pre-authorization requestto the concernedTPA 3 days inadvance.

Immediately after admission send pre-authorization requestto concerned TPA.

After taking treatment allhospitalization bills to be pa by you to the hospital & claisubmitted to the TPA with th

requisite documents inoriginal.TPA will scrutinize the request of the case tocase basis and will authorize the hospital.

TPA scrutinizes the claim papers reimburses admissible claim amouto you. A discharge vouchers is seto you for your signature.

If Authorization provided you getcashless facility.

Authorization notgiven no cashlessfacility

You get treated & prior to dischargecomplete claim

form scrutinize &sign all relevant bills.

Take treatment asrecommended by your doctor. Pay thehospital for treatment.

Claim papers can besubmitted to the TPAfor reimbursement

You pay all non medicalexpenses directly to hospital.

TPA pay bills to thehospital.

On receipt of the signed dischargevoucher, a cheque is sent to you bythe TPA.



FUNCTIONS:• Issuing the pre authorization to get fill from the consultant + approval

amount from billing section.

• Sending the pre authorization letters through mail or fax to the

respective TPA’s.• Getting the pre approval amount from the respective organization.

• Answering the all the queries raised from TPA’s.

• Filling the claim form those who paid cash payment and guiding to gofor embracement.

• Collecting the all the bills from billing section & collecting the reportsfrom ward secretaries at the time of discharging patient.

• Checking bill according to bills and collecting the missing bills fromrespective depts.

•Sending the all the reports + discharge summary to account dept for sending payments.

• If the corporate patient admitting if any problem arises clarify thedoubts and assist for admission and payments.

• Sending the bills to company for payment.

Other Functions:

Maintaining the records for some govt schemes as follows,

• ABY( Arogya Bhagya Yojana):

This scheme for the police service peoples.

• ECHS(Ex Service men Health Scheme):

This scheme for Ex service men.

• Vajapie Arogya Shree Schemes

This scheme for B.P.L card holders.



• Yashaswini Scheme:

This scheme for agriculturists.



SHARED VALUES:

The shared values of Customer Satisfaction Mallya Hospitals are

• Commitment to total quality

• Cost and time conscious

• Innovation and Creativity

• Trust and Team Spirit

• Respect for the individual integrity.

STYLE:

• The leadership approach of top management and companies overall

operating approach.

• In this authority style is straight and vertical the Mallya hospital as

more than 20yrs of history it as its own innovation style and

innovation style of servies.

• The Mallya hospital itself try to meet the emerging competition by

making the use of technology to improve the customer servies.

• It is a participative organization.



STAFF:

• The company people resources and how they are developed, trained

and motivated the selection of the employees is based on there

profession of specialized knowledge expected in the sector.

• The management of Mallya hospital will select the person through

direct interview.

DEPARTMENTAL WISE EMPLOYEES NUMBER:

Department Name No Of EmployeesAdministration 16Bio-Medical 1Business Development 4Cardiology/Cath Lab 10Edp 2Engineering 32Finance & Accounts 16Food Services 54Front Office 8

Guest House 2House Keeping 31Human Resources 3Lab 31Linen 6M.D.D.C 1



Material Stores/Purchase 5Medical 74Mrd 19

Nursing Services 328Ot 3Pharmacy 12

Phy 5Radiology 15Renal Care Unit 7Security 36Telephones 5Transport 8Typing Pool 5Ward Secretary 4Total 743

The total number employees in Mallya are 623 and

consultant’s number is 120. These consultants work two hours per day.

SKILLS:

The capabilities and competencies that exists with company. What it does best. The skilled and

competent persons have been kept for update the meet the requirement of customers keeping in

view the changes in the environment.

Designations Qualifications Experience

Doctors

Staff Nurse

MBBS

GNM

5yrs

10yrs



Nursing service

Department Managers

Assistant Managers

Secretary

Laboratory

Security

Transport

Bio Medical

MBA

MBA

DEGREE/PUC

BSc(MLT)

Any degree/PUC/SSLC

Any degree/PUC/SSLC

3yrs

5yrs

2yrs

5yrs

5yrs

2yrs

SYSTEM:





Chapter 4

SWOT ANALYSIS



SWOT ANALYSIS:

STRENGHTS:

Well equipped with latest technology cutting edge infrastructure and

committed employees.

It is a multi-specialty hospital with Hi-tech state of the art equipment.

It aims to achieve continuous improvement in providing quality

patient care using state-of-art technology and rendering service withhuman touch.

Offering international standard of Medicare. Its multidisciplinary

approach to diagnosis and care is designed to have a continuum of

safe and high quality care for patients-all services under one roof.

As the hospital is located in the city centre (Vittal Mallya Road) it is

very helpful and easy for the people to reach the hospital in time.

Focusing on innovative areas in healthcare like Health Insurance and

preventive medical services.

The Hospital is in panel with globally renowned doctors and

specialists.



The 24-hours Emergency and Trauma care services are geared to

handle all kinds of emergencies ably supported by imported hi-tech

ambulances having medical and paramedical staffs.

The Hospital is empanelled with many Corporate and is also in panel

with 16 TPA’s.

The hospital has been awarded ISO 9002 for quality management and

NABL accreditation and in process for NABH accreditation.

The hospital also has a pharmacy, which is one of the few 24 hours

pharmacies in the city which caters to the needs of not only inpatients

and outpatients, but also patients from other hospitals who require

emergency drugs in the middle of the night.

WEAKNESS:

Catering to a very specific group of population as the cost of

services is slightly more. People with low income may not be able

to afford quality treatment from the hospital.

Cleanliness and hygiene in the hospital in the hospital is not up to

the mark.



Many doctors in the hospital are not available many a times due to

their busy schedule.

Less parking place is causing inconvenience to the visitors of the

hospital.

Oppurtunities:

The medical college addition will increase the quality of

research.

The hospital can reach to the top to lower middle class family

patients.

It is a location advantage an easy accessibility is possible.

Quality team is possible as reputed medical team being

maintained.

The Growth of more hospital branches in and around state and

country as the demand for multi specialty hospital is likely to

increase.

Increasing awareness of the people regarding medical insurance

policies is also a key area to look into.

They can have tie ups with Educational Institutes.



THEARTS:

Tough competition for corporate hospitals in and around Bangalore.

Patients with wrong diagnosis or medication treated in other hospitals

being admitted for further treatment, which will ultimately result in

futile increase. This may even cause certain damage to the reputation

of the hospital.

The patients who seek admission into the hospital will not carry the

patient records or documents related to the history of the treatment

obtained from other medical centers of experts. Increasing rate of

labor turn over at the lower middle level and lower level.



Chapter 5

ANALYSIS OF

FINANCIAL

STATEMENT



FINANCIAL ANALYSIS:

Particular Year

Ended

March

31,2009

Year

Ended

March

31,2010

Turnover 5571.9 5359.68Profit before Interest, Depreciation and Tax 834.82 868.83

Interest 186.27 157.11

Profit before depreciation and Tax 648.53 711.71

Depreciation 568.38 600.45

Profit before Tax 83.15 111.26

Provision for Tax-Earlier Years 0.11 2.23



-Current Year 8.37 12.61

- Deferred 7.68 10.29

-Fringe Benefit 1.75 1.71

Profit after Tax 65.24 (-)5.58

During the year under review, the total revenue of the company/ hospital

increased to Rs. 5571.96 lakhs from Rs.5359 Lakhs in the previous year.

The operating profit decrease by 3.9% to Rs. 834.82 Lakhs from Rs. 868.83

Lakhs in the previous year. The PBDT decreased to Rs. 648.53 Lakhs (11.64

of the total revenue) from Rs.711.71 Lakhs (3.28% of the previous year).



The company as maintained proper records showing full particulars,

including quantitative details and situation of fixed assets.

Stock of store, spare parts, consumables, chemicals and medicines are

being physically verified at reasonable intervals by the management.

During the year the company has granted unsecured loans, to companies,

firms or other parties covered in the register maintained under Section 301

of the Companies Act, 1956.









General Introduction

Health Insurance

Health insurance is Insurance that pays for medical expenses. It issometimes used more broadly to include insurance covering disability or

long term nursing or custodial care needs. It may be provided through a

Government-sponsored Insurance program, or from private insurance

companies. It may be purchased on a group basis or purchased by individual

consumer

In each case, the covered group or individuals pay premium or taxes to help

protect themselves from high or unexpected healthcare expenses. Similarly

benefits paying for medical expenses may also be provided through social

welfare program funded by the government.

The ever-raising cost of medical care has made it vital for everybody to at

least have a medical insurance coverage so that no financial problem is faced

at the time of accident or illness. Circumstances are not always favorable for

buying a full coverage protection so there is other option called Individual

Health Insurance.

Health insurance covers different entities, depending upon the nature f the

premium. Expenses incurred by the Insured for illness / diseases or injury



sustained (domiciliary hospitalization also payable as per policy). These

include Hospital charges (Room, Boarding &Operation theatre)fees for

surgeon, Anesthetist nursing specialist etc., diagnostic tests, cost of

medicines , blood, oxygen etc., cost of appliances like pacemaker, etc

Meaning of the marketing

Marketing is the process of planning and executing the conception, pricing ,

promoting and distribution of goods , services and ideas to create exchanges

with target group, that satisfy customer and organization objectives.

Definition of marketing

According to Philip kotler “marketing is a social and managerial process by

which individual and groups obtained what they need and want through

creating , offering and exchanging products f value with others”

Service

Services may be defined as intangible activities performed by persons or

machines or both for the purpose of creating value perception among the

consumers. since services are intangible activities or benefits produced by

the service provider, in association with the consumer, it’s quality results in

perception and value assessment by the consumer.



Evolution of marketing concepts

The production concept

The production concept hold that consumers will favor those products that

are widely available and low cost. Managers of



TITLE OF THE STUDY:

“HEALTH INSURANCE : Identifying awareness,

preference and consumption pattern in the city of

Bangalore inorder to translate the same as a marketing tool

for mallya Hospital”

The study conducted in Bangalore , by personally meeting the peoples

collecting opinions about health insurance.

STATEMENT OF THE PROBLEM

As today many health insurance companies are coming in the city, it is

proposed to determine the factors influencing image of Health Insurance

through consumers opinion . In this study the Characteristics of variable

affecting image of a Health insurance is to be assessed.

OBJECTIVES OF STUDY

• To assess the individual awareness about Health Insurance.

• To know the preferences of individual regarding Health Insurance.

• To study the various type of Health Insurance policies available in the

market.

• To evaluate the consumption pattern of Health Insurance.



• To find out the benefits of Health Insurance is advantageous to Mallya

Hospital as a marketing tool.

SCOPE OF THE STUDY

The results obtained cannot be generalized to the whole population as the

methods for arriving at the sample size and selecting the sample were

unempirical .The findings are restricted to the particular area, as there exists

a difference in target customers and attributer among all the areas.

The study will help the organization to identify the characteristics of

different variables which are mostly responsible for the purchasing of Health

Insurance policy by the people Bangalore .It also speaks about the peoples

buying behavior before purchasing Insurance policy and the factors that

govern the intention.

The study will helps to find out how the benefits of the Health Insurance is

advantageous to mallya Hospital as a marketing tool.

METHODOLOGY



The variables affecting the quality of the service by virtue of various policy

conditions inherent in the Health Insurance policy were laid down and this

forms the basis of analyzing the data.

Research design

Research design is purely simply the frame work or plan for the study that

guides the collection and analyse the data required. Regarding project work

were collected through a questionnaire, 200 responses where attained which

include people face to face interaction. It was done to collect information

and to make the discussion lively and also to get some extra information.

Actually research design is a catalogue of various phase and facts related tothe formulating of research effort. It is the arrangement of the condition for

collection and analyses of data in a manner that aim to combine relevance to

the research purpose with economy procedure.

SAMPLING PLAN

SAMPLING METHOD

Collection of data was made from peoples of Bangalore city(above 35

yers age).The sample was 200 peoples.sence it is neither possible nor

necessary to construct the whole population from seeking their

answers,the research usually choose a sample of response from the



universe; a sample is a small number of items parts are responses

chosen at random from a large number of items.

For this concerned study convince random sampling method is used.

Sample Size:

The sample size is 200.

Sampling Area:

Area of research collected information from part of Bangalore

city. Random sampling is used because it gives each element and an

equal and independent chance of being selected, (equal chance has

been given to consumers for selection).

RESEARCH STUDY

I conducted research study in Mallya Hospital, After getting permission

from the management to conduct the study. Basic data pertaining to

the study was collected from the Business Development department

and insurance department.

Research Designing:Research design is the plan, structure and strategy of

investigation.

Research Period: 10 Weeks.



Types of the Research:

The research includes different options.

Exploratory Research:

Exploratory Research is usually a small scale study undertaken

to define the exact nature of the problem/opportunity and to gain a better

understanding of the environment within which the problem/opportunity has

occurred.

It is the initial research, before more conclusive research is

undertaken. Exploratory Research helps to determine the best research

design, data collection method and selection of subjects. The results of

Exploratory Research are not usually useful for decision-making by

themselves, but they can provide a significant insight into a given situation.

Descriptive Research:

Descriptive Research is to provide an accurate picture of some

aspect of market environment. It seeks to ascertain certain magnitudes.

Descriptive Research is used when the objective is to provide a systematic

description that is as factual and accurate as possible. It provides the number



of times something occurs, or frequency, lends itself to statistical calculation

such as determining the average number of occurrences or central

tendencies.

Experimental Research:

Experimental Research is conducted to study the cause and

effect relationship between variables under study. An attempt is made by the

researchers to maintain, control and manipulate the variables that affect the

studies.

Under this studies Ranking Scale is used because of comparison between

five different Health insurance Companies in Bangalore city.

SOURCES OF DATA METHODS OF DATA COLLECTION:

• Primary data

•

Secondary data

Primary data:

The primary data is original survey is collecting a first time to a given

specific area. Primary data regarding benefits of insurance scheme by using



the some comparative variables with the help of questionnaires via direct

with the residence in the given geographical area of Bangalore.

Questionnaires:

A questionnaires consist of a set of questions presented to

respondents for their answers. While preparing the questionnaires, the

researcher has to carefully choose the questions and there forms, a sequence

them in proper order. The form of questions asked can influence the

response. The questions can be open ended or close ended.

An open ended question allows the respondent to answer them their ownwords. They are specially used in Explorative Research.

The close ended questions pre specify all the possible answers. These

questions provide answers that are easier to interpret and tabulate. The

questionnaire should be simple, direct and it should create interest among

the respondents.

Secondary data:

Secondary data is the information that already exist somewhere,

which has been collected for another purpose. In this study, secondary data

has been collected from the following sources.



Secondary data is collected through company records, books, magazines,

news papers and company website.

Collection of data through union reports, union manuals, union project

reports and other relevant documents by referring other books and journals.

Research Instruments:

Structured questionnaire is used. The most popular research

instrument used for collection data is questionnaires for an investigation.

The questionnaire is a list of questions to be asked from the respondents. It

also contains suitable space where the answers can be recorded.Question is the research instrument used in the study. All the questions in

the questionnaire are comparative in nature by using the Ranking Scale

because comparison between five different health insurance company in

Bangalore by insurance companies are

New India insurance company

National Insurance company

Oriental Insurance

United India Insurance

Others



VARIABLES FOR STUDY:

• Premium Amount

• Risk cover factor

• Waiting Period

• Coverage Limit

• Tax Exemption

• Cashless Benefits

• Maternity Coverage

• Coverage for pre-existing ailment.



LIMITATION OF THE STUDY:



CHAPTER 8:

ANALYSING AND INTERPRETATION



CHAPTER 8:

ANALYSIS & INTERPRETATION OF DATA:

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