Dr. Vinay Verma, the CEO of Alchemist Hospital has been observing long waiting lines for outpatient consultations. He was aware of the importance of outpatient service quality so as to retain the outpatients who required inpatient admissions. Even though the hospital has been handing as increasing number of outpatients over the years, the utilization of its operating theatres (OT) continued to remain low in spite of upgrading the OT infrastructure. Dr. Verma was therefore eager to assess the working of surgical depts.