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Health Care Management
The five step planning process is to identify the current situation, understanding what's important, determining what must be achieved, find out who is accountable, and then review this process (Forbes, 2011). It skips the key step of figuring out how to solve the problem, but I will include that as well.
The current situation is that the organization has experienced a 100% increase in inbound call volume. The budget for handling these calls has not changed, and indications are that it will not be changed, so the solution needs to be found elsewhere. There is an additional $20,000 that can be put towards the solution. What is important is delivering the best possible customer service under these conditions. Specific objectives will be set for call wait times and for customer satisfaction. A budget has also been set, and that is a the main constraint. I am accountable. The plans will be reviewed once they have been implemented, and weighed against the measures that have been outlined.
Teams are essential in health care, because people from different areas bring...
This broadens the scope for solutions, and the abilities of the team to execute the critical changes. Huckman & Staats (2013) argue that team familiarity is a particular dynamic wherein a team that is well-conceived and maintained over a period of time will be more effective even than a team that has just been put together.
Teams in other industries tend to be multidisciplinary. They bring together people with different talents to work together for a common objective. The level of direction in a team can different depending on the dynamics of the team and the objective being sought. In this case, dealing with tight constraints, the team might require a higher level of direction. A team to solve this problem might consist of customer service specialists, human resources, and IT, since those are the areas that are most affected by the problem or have the best potential for determining a solution.
Lessons from other industries can definitely be applied to health care, in two ways. First, team dynamics tend to be the same in…
References
Forbes. (2011). Five steps to a strategic plan. Forbes. Retrieved April 27, 2014 from http://www.forbes.com/sites/aileron/2011/10/25/five-steps-to-a-strategic-plan/
Huckman, R. & Staats, B. (2013). The hidden benefits of keeping teams intact. Harvard Business Review. Retrieved April 27, 2014 from http://hbr.org/2013/12/the-hidden-benefits-of-keeping-teams-intact/ar/1
Peterson, R., Martorana, P., Smith, D. & Owens, P. (2003). The impact of CEO personality on top management team dynamics. Journal of Applied Psychology. Vol. 88 (5) 795-808.
Assessment I: Research ProposalProposed TitleAspects influencing call center agents� retention in the United StatesPurpose statementA call center refers to the designated area where calls from customers and other telephone calls are directed. In most instances, computer automation is used within call centers. The primary purpose of call centers is to enhance a centralized contact point for after-sales services, support and company telephone selling, or information helpline services. With increased client-centered
Telecommunication Company's Calling Center Updating Call Center Project Proposal A call center is the heart of any major telecommunications company. It serves as a way to best serve the customer and the variety of needs each may have. As such, call centers are one of the largest operational costs in telecommunications companies. According to the research, "the annual spending on call centers is currently estimated to be somewhere between $120 and
Section 1. The three objectives that will guide this customer service training for call center employees will be as follows; 1. Desired outcome- By the end of the training, each employee should be able to effectively and satisfactorily handle diverse calls from varying range of customers of different social and economic backgrounds, providing the desired service or scaling up the customer need as would be necessary to the highest expectations of the
Call centers have become a very vital component of business today and employ several million people the world over. Their increasing role and place in operations have made them a target for researchers looking to study operations management. This has been the case in several fields including capacity planning, personnel scheduling, queuing and forecasting. Further, with the advancement of information technology and telecommunications, new challenges have arisen that call centers
It has been noted that a combination of political pressure, economic incentives and technology change is bringing back call center work that has been offshored to the United States. The technological shift is the most interesting, because it is being driven by the same forces that took these jobs offshore in the first place. Companies have found that not only is it cheaper to have customers perform basic service functions
Outsourcing Call Centers Call Centers Call centers are represented by centralized offices that focus on receiving and transmitting numerous requests from customers or business partners by telephone. These requests usually refer to product support, information, and other services that can be provided by the call center. The operators that work in the call center also handle telemarketing activities, product services, letters, faxes, emails, and others. The technology used in the activity of call