Apollo Hospitals: Differentiation through Hospitality Net Present Value (NPV) / MBA Resources

Introduction to Net Present Value (NPV) - What is Net Present Value (NPV) ? How it impacts financial decisions regarding project management?

NPV solution for Apollo Hospitals: Differentiation through Hospitality case study

At Oak Spring University, we provide corporate level professional Net Present Value (NPV) case study solution. Apollo Hospitals: Differentiation through Hospitality case study is a Harvard Business School (HBR) case study written by Suhruta Kulkarni, Kripa Makhija, Unnikrishnan Dinesh Kumar. The Apollo Hospitals: Differentiation through Hospitality (referred as “Complaints Apollo” from here on) case study provides evaluation & decision scenario in field of Technology & Operations. It also touches upon business topics such as - Value proposition, .

The net present value (NPV) of an investment proposal is the present value of the proposal’s net cash flows less the proposal’s initial cash outflow. If a project’s NPV is greater than or equal to zero, the project should be accepted.

NPV = Present Value of Future Cash Flows LESS Project’s Initial Investment

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Case Description of Apollo Hospitals: Differentiation through Hospitality Case Study

Dr. Ananth Rao, who heads the Quality Department at Apollo Hospitals, Bangalore, had undertaken initiatives to measure and benchmark the hospitality services at the hospital. In-patients spend around 80% of their time under the care of the staff from different departments such as nursing, housekeeping, food & beverages, operations, and so on. The Quality team at Apollo Bangalore received 1,434 complaints from the 1,38,600 in-patients treated between March 2011 and December 2012. The feedback was generally open-ended, in the form of patients' comments, opinions, or suggestions. Of the 1,434 complaints received, the housekeeping department received the maximum number of complaints, while the dietary service had the least number. Some of the complaints were genuine concerns, while some were related to minor discomfort. Some of the complaints were very specific, while some were generic. All of these were analyzed, which would enable the hospital to work towards reducing the overall number of complaints. Text analytics was used to analyze the open-ended complaints. In order to gain deeper insights, "Defect-Defective" techniques were used to identify the processes that caused the defects. The processes were re-engineered to eliminate all the defects and a pilot study was done using the "Define Measure Analyse Improve and Control" (DMAIC) cycle. Dr. Rao and his team have developed benchmarks for several common complaints with three levels of service by adopting the Kano model. Critical to Quality (CTQ) metrics have been defined and Sigma levels were calculated for each CTQ. Dr Rao is pondering on what is a good Sigma score target to set given the importance of hospitality in Apollo Hospitals.

Case Authors : Suhruta Kulkarni, Kripa Makhija, Unnikrishnan Dinesh Kumar

Topic : Technology & Operations

Related Areas :

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Calculating Net Present Value (NPV) at 6% for Apollo Hospitals: Differentiation through Hospitality Case Study

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 6 %	Discounted Cash Flows
Year 0	(10004021)	-10004021	-	-
Year 1	3459846	-6544175	3459846	0.9434	3264006
Year 2	3982799	-2561376	7442645	0.89	3544677
Year 3	3951411	1390035	11394056	0.8396	3317681
Year 4	3233726	4623761	14627782	0.7921	2561414
TOTAL			14627782		12687777

The Net Present Value at 6% discount rate is 2683756

In isolation the NPV number doesn't mean much but put in right context then it is one of the best method to evaluate project returns. In this article we will cover -

Different methods of capital budgeting

What is NPV & Formula of NPV,
How it is calculated,
How to use NPV number for project evaluation, and
Scenario Planning given risks and management priorities.

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Capital Budgeting Approaches

Methods of Capital Budgeting

There are four types of capital budgeting techniques that are widely used in the corporate world –

1. Net Present Value
2. Internal Rate of Return
3. Payback Period
4. Profitability Index

Apart from the Payback period method which is an additive method, rest of the methods are based on Discounted Cash Flow technique. Even though cash flow can be calculated based on the nature of the project, for the simplicity of the article we are assuming that all the expected cash flows are realized at the end of the year.

Discounted Cash Flow approaches provide a more objective basis for evaluating and selecting investment projects. They take into consideration both –

1. Timing of the expected cash flows – stockholders of Complaints Apollo have higher preference for cash returns over 4-5 years rather than 10-15 years given the nature of the volatility in the industry.
2. Magnitude of both incoming and outgoing cash flows – Projects can be capital intensive, time intensive, or both. Complaints Apollo shareholders have preference for diversified projects investment rather than prospective high income from a single capital intensive project.

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Formula and Steps to Calculate Net Present Value (NPV) of Apollo Hospitals: Differentiation through Hospitality

NPV = Net Cash In Flowt1 / (1+r)t1 + Net Cash In Flowt2 / (1+r)t2 + … Net Cash In Flowtn / (1+r)tn
Less Net Cash Out Flowt0 / (1+r)t0

Where t = time period, in this case year 1, year 2 and so on.
r = discount rate or return that could be earned using other safe proposition such as fixed deposit or treasury bond rate. Net Cash In Flow – What the firm will get each year.
Net Cash Out Flow – What the firm needs to invest initially in the project.

Step 1 – Understand the nature of the project and calculate cash flow for each year.
Step 2 – Discount those cash flow based on the discount rate.
Step 3 – Add all the discounted cash flow.
Step 4 – Selection of the project

Why Technology & Operations Managers need to know Financial Tools such as Net Present Value (NPV)?

In our daily workplace we often come across people and colleagues who are just focused on their core competency and targets they have to deliver. For example marketing managers at Complaints Apollo often design programs whose objective is to drive brand awareness and customer reach. But how that 30 point increase in brand awareness or 10 point increase in customer touch points will result into shareholders’ value is not specified.

To overcome such scenarios managers at Complaints Apollo needs to not only know the financial aspect of project management but also needs to have tools to integrate them into part of the project development and monitoring plan.

Calculating Net Present Value (NPV) at 15%

After working through various assumptions we reached a conclusion that risk is far higher than 6%. In a reasonably stable industry with weak competition - 15% discount rate can be a good benchmark.

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 15 %	Discounted Cash Flows
Year 0	(10004021)	-10004021	-	-
Year 1	3459846	-6544175	3459846	0.8696	3008562
Year 2	3982799	-2561376	7442645	0.7561	3011568
Year 3	3951411	1390035	11394056	0.6575	2598117
Year 4	3233726	4623761	14627782	0.5718	1848893
TOTAL					10467140

The Net NPV after 4 years is 463119

(10467140 - 10004021 )

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Calculating Net Present Value (NPV) at 20%

If the risk component is high in the industry then we should go for a higher hurdle rate / discount rate of 20%.

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 20 %	Discounted Cash Flows
Year 0	(10004021)	-10004021	-	-
Year 1	3459846	-6544175	3459846	0.8333	2883205
Year 2	3982799	-2561376	7442645	0.6944	2765833
Year 3	3951411	1390035	11394056	0.5787	2286696
Year 4	3233726	4623761	14627782	0.4823	1559474
TOTAL					9495208

The Net NPV after 4 years is -508813

At 20% discount rate the NPV is negative (9495208 - 10004021 ) so ideally we can't select the project if macro and micro factors don't allow financial managers of Complaints Apollo to discount cash flow at lower discount rates such as 15%.

Acceptance Criteria of a Project based on NPV

Simplest Approach – If the investment project of Complaints Apollo has a NPV value higher than Zero then finance managers at Complaints Apollo can ACCEPT the project, otherwise they can reject the project. This means that project will deliver higher returns over the period of time than any alternate investment strategy.

In theory if the required rate of return or discount rate is chosen correctly by finance managers at Complaints Apollo, then the stock price of the Complaints Apollo should change by same amount of the NPV. In real world we know that share price also reflects various other factors that can be related to both macro and micro environment.

In the same vein – accepting the project with zero NPV should result in stagnant share price. Finance managers use discount rates as a measure of risk components in the project execution process.

Sensitivity Analysis

Project selection is often a far more complex decision than just choosing it based on the NPV number. Finance managers at Complaints Apollo should conduct a sensitivity analysis to better understand not only the inherent risk of the projects but also how those risks can be either factored in or mitigated during the project execution. Sensitivity analysis helps in –

What are the uncertainties surrounding the project Initial Cash Outlay (ICO’s). ICO’s often have several different components such as land, machinery, building, and other equipment.

Understanding of risks involved in the project.

What will be a multi year spillover effect of various taxation regulations.

What can impact the cash flow of the project.

What are the key aspects of the projects that need to be monitored, refined, and retuned for continuous delivery of projected cash flows.

Some of the assumptions while using the Discounted Cash Flow Methods –

Projects are assumed to be Mutually Exclusive – This is seldom the came in modern day giant organizations where projects are often inter-related and rejecting a project solely based on NPV can result in sunk cost from a related project.

Independent projects have independent cash flows – As explained in the marketing project – though the project may look independent but in reality it is not as the brand awareness project can be closely associated with the spending on sales promotions and product specific advertising.

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Negotiation Strategy of Apollo Hospitals: Differentiation through Hospitality

References & Further Readings

Suhruta Kulkarni, Kripa Makhija, Unnikrishnan Dinesh Kumar (2018), "Apollo Hospitals: Differentiation through Hospitality Harvard Business Review Case Study. Published by HBR Publications.