This is HEALTH CARE MANAGEMENT class question of the day. Please no plagiarizing.
Your business is located in the State of California and your staff was subjected to furloughs for over a year due to the economic crisis. The business is finally making a profit. Your plans were to recommend a salary increase for this fiscal year. However, as the manager of a busy call-center in a health care organization, you realize the volume of calls has doubled over the past year. While you do not have the budget to hire additional staff, you have an additional $20,000 to spend on your department to improve efficiency and customer satisfaction. Using the five-step planning process, describe how you would improve the overall operations within your department to improve efficiency and customer satisfaction.
Step 1: Identify and define the problem.
Step 2: Generate and evaluate possible courses of action.
Step 3: Choose a preferred solution.
Step 4: Implement the solution.
Step 5: Evaluate results.
1) ID an define the problem.
What's different from the original situation? Your center's number of calls have doubled and so the workload for your staff has doubled. You need to maintain if not improve the efficiency of your center without hiring more staff. This practically translates into improving the efficiency of your staff.
2) Generate / evaluate possible courses of action
Consider making a decision matrix - come up with variables that will help you differentiate between the pro's and con's of particular options. Variables where all options have equal weighting are not useful to you, pick factors to put into your matrix that are different ...
The solution describes how you would improve the overall operations within your department to improve efficiency and customer satisfaction using the five-step planning process.