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Customer Relationship Management

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Using Customer Relationship Management (CRM) and Time-based Strategic Management as the basis to improve the in the performance of healthcare Organizations What would be the expected impact on improved patient outcomes, higher levels of customer satisfaction, lower costs, etc., and list the critical success factors associated with implementing these programs in a health services organization. Which of these management practices be listed as the greatest, second greatest, and third greatest potential benefit for health care organizations. Using an external example in another industry say Ford or Toyota or anything else, why the rational for rankings ?

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The impact of CRM and Time-based strategic management will be significant on the overall operations of the organization, be it related to patient outcome, customer satisfaction levels of cost structure. Time-based strategic initiative will help in removing unnecessary costs, allow organization to tap opportunities with greater efficiency and speed and improve existing processes which, in turn, improve patient outcomes and customer satisfaction levels. CRM will help the organization in knowing its patients in a better manner, offer customized services and thus, significantly improving customer satisfaction levels and patient outcomes.

Critical Success Factor with implementing these programs:

1) Commitment from top management: Top management should provide full commitment and support in terms of guidance and direction to senior managers, financial and ...

Solution Summary

Using Customer Relationship Management (CRM) and Time-based Strategic Management as the basis to improve thethe performance of healthcare Organizations. What would be the expected impact on improved patient outcomes, higher levels of customer satisfaction, lower costs, etc., and list the critical success factors associated with implementing these programs in a health services organization.

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Project Cost and Time Management

You are working with your team leads to create the project schedule. You are very concerned about the intersections between the teams, so you all are starting with the major milestones, working backward from the new product launch.

Sales of the new product are going to start in nine months and the new CRM system needs to be in place six weeks prior to that so the sales force can get their customer and prospect information entered in time for the big marketing mailing going out three weeks prior to the product being available. You have one team working on the marketing program (and the mailing is just one of their deliverables); this team is being led by Jennifer from marketing. You also have another team working on the CRM implementation, being led by Ben from IT. The two teams will intersect at the sales force trainingâ?"training on the new system, the new product, and the new marketing program. After talking with the sponsor and customers, it was determined that the training approach would be holistic; the marketing process would be taught using the new systemâ?"not two separate classes, but one integrated class. Instructors will come from both the IT and the marketing teams. You are unsure which team leader should be responsible for trainingâ?"it will depend upon the resources and dependencies.

Using the list of tasks below as a starting point, create a schedule by adding tasks, dependencies, efforts, and descriptions of the skills required to complete each task. Also determine the start and end dates based on the dependencies and effort. (Assume your resources have 50% availability to the project). The schedule should contain between thirty and sixty tasks/sub-tasks. Use Microsoft Project, Excel, Word, or any other appropriate tool to document your schedule. You will also need to define the team members you will need. For each team member you will need, create a bulleted list of skills/expertise he/she must have to complete the assigned tasks. For the effort, describe your rationale for your estimate.

Determine training objectives.
Create training outline (objectives, phases, topics, and content).
Define activities.
Create instructor guide.
Create participant materials.
Create activity guide.
Review training materials.
Conduct pilot training class/test training materials.
Deliver training to all of sales force.

Objective: Create a project plan which includes cost, scheduling and risk assessment
Describe methods for activity defining, activity sequencing, activity duration estimating, schedule development, and schedule control.
Develop and apply Gantt Charts, CPM and PERT techniques to project management.

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