Case Study 1: Are Our Customer Liaisons Helping or Hurting?
Order ID:89JHGSJE83839 Style:APA/MLA/Harvard/Chicago Pages:5-10 Instructions:
Case Study 1: Are Our Customer Liaisons Helping or Hurting?
Due Week 3 and worth 350 points
Review the Case Study “Are Our Customer Liaisons Helping or Hurting,” published by Harvard Business Review at https://hbr.org/2017/10/case-study-are-our-customer-liaisons-helping-or-hurting
Use the health care organization that you selected previously. You are the administrator and you’ve established a new liaison position called the Patient Care Executive (PCE). The concept was meant to be a win-win: patients and their families would get a better, more personalized hospital experience, while doctors could spend less time managing patients and more time practicing medicine. Customer satisfaction scores, patient retention, and referrals are all up, but the doctors have been complaining that the PCEs are incompetent and intrusive. The CEO has gotten wind that the PCEs are a factor in the hospital’s high doctor turnover and is trying to decide whether to get rid of the role altogether.
Your first step in evaluating the position of your organization will be conducting an environmental analysis. The purpose of this is to determine your organization’s ability to continue to provide quality care and remain financially solvent in the face of these challenges.
Write a six to eight (6-8) page paper in which you:
Are Our Customer Liaisons Helping or Hurting
- Determine two (2) specific forces in the external environment that will have the most impact on your organization. Provide a rationale for your decision.
- Determine two (2) specific internal factors that the organization’s leaders need to consider in preparing for the future of health care and the future of the organization. Provide a rationale for your decision
- Discuss the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy.
- Recommend one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan of this new concept.
- Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and similar websites do not qualify as academic resources.
Your assignment must follow these formatting requirements:
- Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
- Include a cover page containing the title of your paper, your name, the course number and course title, your professor’s name, the university’s name, and the date. The cover page and the reference page are not included in the required assignment page length.
The specific course learning outcomes associated with this assignment are:
- Differentiate between strategic management, strategic thinking, strategic planning, and managing strategic momentum.
- Analyze the significance of the external environment’s impact on health care organizations.
- Examine the role of internal environmental analysis in identifying the basis for sustained competitive advantage.
- Use technology and information resources to research issues in the strategic management of health care organizations.
- Write clearly and concisely about strategic management of health care organizations using proper writing mechanics.
RUBRIC
Excellent Quality
95-100%
Introduction 45-41 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Literature Support
91-84 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Methodology
58-53 points
Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score
50-85%
40-38 points
More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.
83-76 points
Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.
52-49 points
Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality
0-45%
37-1 points
The background and/or significance are missing. No search history information is provided.
75-1 points
Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.
48-1 points
There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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