Customer Liaisons and Health Services Admin Capstone Analysis
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Health Services Admin Capstone
Case Study 1: Are Our Customer Liaisons Helping or Hurting?
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 (Week 2 used in the PESLE PowerPoint). 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:(Cover Page and Reference Pages Not Included in Pages)
- 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.
Grading for this assignment will be based on answer quality, logic / organization of the paper, and language and writing skills, using the following rubic.
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Case Study 1: Are Our Customer Liaisons Helping or Hurting? |
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Criteria |
Unacceptable Below 70% F |
Fair 70-79% C |
Proficient 80-89% B |
Exemplary 90-100% A |
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1. Determine two (2) specific forces in the external environment that will have the most impact on your organization. Provide a rationale for your decision. Weight: 25% |
Did not submit or incompletely determined two (2) specific forces in the external environment that will have the most impact on your organization. Did not submit or incompletely provided a rationale for your decision. |
Partially determined two (2) specific forces in the external environment that will have the most impact on your organization. Partially provided a rationale for your decision. |
Satisfactorily determined two (2) specific forces in the external environment that will have the most impact on your organization. Satisfactorily provided a rationale for your decision. |
Thoroughly determined two (2) specific forces in the external environment that will have the most impact on your organization. Thoroughly provided a rationale for your decision. |
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2. 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. |
Did not submit or incompletely determined 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. Did not submit or incompletely provided a rationale for your decision. |
Partially determined 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. Partially provided a rationale for your decision. |
Satisfactorily determined 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. Satisfactorily provided a rationale for your decision. |
Thoroughly determined 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. Thoroughly provided a rationale for your decision. |
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3. Discuss the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy. Weight: 20% |
Did not submit or incompletely discussed the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy. |
Partially discussed the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy. |
Satisfactorily discussed the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy. |
Thoroughly discussed the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy. |
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4. Recommend one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan. Weight: 15% |
Did not submit or incompletely recommended one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan. |
Partially recommended one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan. |
Satisfactorily recommended one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan. |
Thoroughly recommended one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan. |
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5. Cite 3 references Weight: 5% |
No references provided |
Does not meet the required number of references; some or all references poor-quality choices. |
Meets number of required references; all references high-quality choices. |
Exceeds number of required references; all references high-quality choices. |
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6. Clarity, writing mechanics, and formatting requirements Weight: 10% |
More than 6 errors present. |
5-6 errors present. |
3-4 errors present. |
0-2 errors present. |
