CHAPTER 1

INDUSTRY PROFILE
 CHAPTER 1
1. INDUSTRY PROFILE

In a nation like India, where there is no formal social security system

in place, not withstanding the high tax rates, healthcare and health insurance
has become more crucial.
One of the fastest growing and most potent sectors in India is the
healthcare sector. India has become a hot medical destination for patients
in the Middle East, Africa and even the West.
Word is fast-spreading that Indian hospitals can provide world-class
care at competitive rates. India today has big names in healthcare like the All
India Institute of Medical Sciences (AIIMS), Mallya Hospital, and Apollo
Hospitals etc...
 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 Psychiatry
Internal 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 1997 State of the Art imported ambulance Introduction.
June 1997 Mallya Hospital decides to improve on its quality of service
& Started preparing for ISO 9007 Certification.
Certification
Obtained on June 6th, 1007.
June 1998 State of art MRI Centre opened.
1999 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 2001 4th Floor inaugurated.
May 2001 Dialysis unit with ten beds renovated.
2002 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 2005 Inauguration of Birthing Suite.(402)
November 2005 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 Pediatrics
ENT 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 to

receive the coveted ISO-9002 certification award which has been recently upgraded to
ISO 9001:2008.

NABL accreditation:

National Accreditation Board of testing and Calibration Laboratories (NABL) have

accredited 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 group
of 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

BUSINESS ADMINISTRATION FINANCE PURCHASE

DEVELOPMENT

NURSING PHARMACY HRD MEDICAL

OFFICER

CARDIOLOGY MATERIAL STORE TRANSPORT

JR. CMO
RADIOLOGY F&B ENGINEERING DOCTOR

OT LINEN MEDICAL
RECORDS

LABORATORY SECURITY
BIO MEDICAL

HOUSE KEEPING
PARAMEDICAL
 Mallya hospital consist of various functional departments
1. HUMAN RESOURCES DEPARTMENT

Organization Chart of HR & Transportation Department:

PRESIDENT

MANAGER-HRD

ASSISTANT ASST-MANAGER OF
SR-ASSISTANT
MANAGER- TRANSPORTATION
TIME OFFICE
HRD

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 ,internal
references, 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, which
contains 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, motivating
the 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 the
healthcare business. Today, healthcare organizations spend more than $2
billion a year on marketing and marketing continues to evolve with the
changing 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 Services
and 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:

President

Senior Manage

Manager

Assistant Manager
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 make

various decisions. However, this department has a role that encompasses a
number of duties.

1. Bookkeeping

The finance department is responsible for keeping track of all sales and
capital spending at a business.
2. Profit and Loss

Another responsibility of the finance department is to provide management

with 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 include
information such as costs to produce a product.

4. Financing

The finance department plays an integral role in helping the business receive
the necessary financing it needs, how the money will be paid back and
distributing 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.

 • Ensure that there are adequate funds available to acquire the
resources 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 and
control 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 identify
appropriate financial information prior to communicating this
information to managers and decision-makers, in order that they may
make 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
 PRESIDENT

SENIOR MANAGER
ADMINISTRATOR

SENIOR MANAGER
MATERIAL STORES

ASSISTANT
MANAGER

STORE ASSISTANT

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.
• 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 INSURANCE

AND CORPORATE COORDINATOR

ASSISTANT
MANAGER
FLOW CHART FOR ADMISSIONS UNDER MEDICALIM POLICY:

SHOULD YOU REQUIRE HOSPITALIZATION

Network Hospital Non Network hospital.

Planned Emergency
Claim intimation to be sent to
the concerned TPA.
Submit Pre- Immediately after
authorization request admission send pre-
to the concerned authorization request
to concerned TPA. After taking treatment all
TPA 3 days in hospitalization bills to be paid
advance. by you to the hospital & claim
submitted to the TPA with the
TPA will scrutinize the request of the case to requisite documents in
case basis and will authorize the hospital. original.

If Authorization Authorization not

provided you get given no cashless
cashless facility. facility
TPA scrutinizes the claim papers &
Take treatment as reimburses admissible claim amount
You get treated & recommended by your to you. A discharge vouchers is sent
prior to discharge doctor. Pay the to you for your signature.
complete claim hospital for treatment.
form scrutinize & Claim papers can be
sign all relevant submitted to the TPA
bills. for reimbursement

You pay all non medical On receipt of the signed discharge

expenses directly to hospital. voucher, a cheque is sent to you by
the TPA.

TPA pay bills to the

hospital.
 SHOULD YOU REQUIRE HOSPITALIZATION

Network Hospital Non Network hospital.

Planned Emergency
Claim intimation to be sent to
the concerned TPA.
Submit Pre- Immediately after
authorization request admission send pre-
to the concerned authorization request
to concerned TPA. After taking treatment all
TPA 3 days in hospitalization bills to be paid
advance. by you to the hospital & claim
submitted to the TPA with the
TPA will scrutinize the request of the case to requisite documents in
case basis and will authorize the hospital. original.

If Authorization Authorization not

provided you get given no cashless
cashless facility. facility
TPA scrutinizes the claim papers &
Take treatment as reimburses admissible claim amount
You get treated & recommended by your to you. A discharge vouchers is sent
prior to discharge doctor. Pay the to you for your signature.
complete claim hospital for treatment.
form scrutinize & Claim papers can be
sign all relevant submitted to the TPA
bills. for reimbursement

You pay all non medical On receipt of the signed discharge

expenses directly to hospital. voucher, a cheque is sent to you by
the TPA.

TPA pay bills to the

hospital.
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 go
for embracement.
• Collecting the all the bills from billing section & collecting the reports
from ward secretaries at the time of discharging patient.
• Checking bill according to bills and collecting the missing bills from
respective depts.
• Sending the all the reports + discharge summary to account dept for
sending payments.
• If the corporate patient admitting if any problem arises clarify the
doubts 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 Employees

Administration 16
Bio-Medical 1
Business Development 4
Cardiology/Cath Lab 10
Edp 2
Engineering 32
Finance & Accounts 16
Food Services 54
Front Office 8
Guest House 2
House Keeping 31
Human Resources 3
Lab 31
Linen 6
M.D.D.C 1
Material Stores/Purchase 5
Medical 74
Mrd 19
Nursing Services 328
Ot 3
Pharmacy 12

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

Staff Nurse GNM 10yrs
Nursing service Bio Medical 3yrs
Department Managers MBA 5yrs
Assistant Managers MBA 2yrs
Secretary DEGREE/PUC
Laboratory BSc(MLT) 5yrs
Security Any degree/PUC/SSLC 5yrs
Transport Any degree/PUC/SSLC 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 with
human 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 Year

Ended Ended
March March
31,2009 31,2010
Turnover 5571.9 5359.68
Profit 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 is
sometimes 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 to
the 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 own
words. 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: