Eastern Medical Case

In: Business and Management

Submitted By rahul1509
Words 2549
Pages 11
The Business Context
The call centre of the Eastern Medical Faculty Foundation, hereafter referred to as EMFF, provides a competitive advantage to the Internal Medicine Department of the Chicago School of Medicine through the delivery of efficient and high quality service to patients. Treating patients generates revenue the Internal Medicine Department and contributes to investments in research in the highly competitive healthcare sector. Unfortunately, declining customer satisfaction, as evidenced in a growing number of customer complaints, suggests the quality of service is deteriorating and threatens the very competitive advantage of the EMFF.
Problem Description
Laura Jones, supervisor of the call centre, seeks to remedy operational deficiencies. Laura suspects the call centre suffers from insufficient capacity and/or scheduling problems.
The call centre faces high employee turnover, which is consistent with the industry norm. As a result most customer care representatives (CCRs) have limited experience. Only two CCRs have over two years experience while the remaining seven have worked at the centre for less than one year. While new CCRs are given standard training they lack incentives linked to key performance indicators.
Compounding the problem is the increasing number of duties assigned to CCRs, including; scheduling patients, translating, handling queries, providing advice on first aid, and to performing administrative duties. Time spent on translation and administrative activities comes at the expense of servicing call centre inquiries. The operation therefore suffers from a scheduling problem.
Assumptions
The analysis assumes that efficiency can be improved through increasing CCR pay. Data Collection/Analysis

Methodology
The ideal solution must strike a balance between operational efficiency with service quality. By examining…...

Similar Documents

The Case of Holy Medical Center

...February 20, 2012 MEMORANDUM FROM: Graduate Student TO: Important Executive SUBJECT: The Case of Holy Medical Center Mr./Mrs. Executive, I am writing to you today to discuss the case of Holy Medical Center. In my review of this case a number of questions have come up that need to be addressed. Question 1 - Why did Dwane Hopkins fail as a clinic manager? Dwane Hopkins was hired to head Holy Doctors Medical Group. This new medical service organization (MSO) started out by bringing together six primary care physicians to form the initial part of this primary care network. However, it was hoped that in the long ran the practice would eventually support twenty more physicians. Their sponsor, Holy Medical Center, supplied the founding and income guarantee. Mr. Hopkins was hired at the time of hospital downsizing. He was someone the administration could spare to head this project. In addition, Mr. Hopkins had the backing of the COO who felt that Mr. Hopkins possessed good organizational skills. Unfortunately, Mr. Hopkins was never comfortable working with doctors and conflicts soon emerged over procedural and policy issues. In addition, Mr. Hopkins failed to provide the physicians with the feedback on the financial status of the practice. Mr. Hopkins was discharged from his managerial position because after eight months he has failed to make progress concerning both consolidation of the practice as well as physician recruitment. Question 2 - Was the......

Words: 922 - Pages: 4

Mobile Medical Clinics: Case Study

...Mobile Medical Clinics are vehicles that were created by the Children’s Health Fund to provide medical services to under privileged children. Services provided range from preventative care, mental health, dental, and health education. Although, services are also provided in immobile clinics as well, the MMU visits neighborhoods of those who are homeless or living in shelters. While the MMU was generated to help children from low- income homes they also help in disastrous situations (Ex. 9/11 attack) (Brown, DeHayes, Hoffer, Martin, & Perkins, 2012, p. 159). There are two crucial CHF principles that played a major role in the design of the MMCs: (1) To provide the best pediatric, mental health, and dental care to low-income families with children. (2) To work with high-quality medical institutions locally to obtain full access to other medical professionals as needed. This analysis will point out some challenges CHF faces in attempt to apply these principles. One necessity that is very important for physicians to supply excellent healthcare through MMC is connectivity needs. MMCs will require the ability to access patients’ data previously captured at other medical clinics but are not quite available in the record systems. For emergency purposes MMCs will also need access to personnel at other medical clinics. It is necessary for MMCs to gain remote access to data and the needs of individuals to be available (Brown, 2012). Because MMCs are usually positioned in rural......

Words: 792 - Pages: 4

Case 3 – Lakeview Medical Center

...Case 3 – Lakeview Medical Center 1.) Describe the method or methods you would use to determine priorities for both existing and potential services that the Lakeview Medical Center might offer. In order to determine which existing and potential services that Lakeview Medical Center (LMC) should offer, strategists must assess several key components of each service line to test its validity. LMC will conduct a “brainstorming” session outside of the work environment to encourage strategic thinking amongst the administrators. To begin with, these administrators need to decide whether or not each service at-hand aligns with the medical center’s mission. If the service does not further the organizational mission or purpose, then it should be considered for discontinuation. If the service does indeed align with LMC’s mission, it will be flagged as-so and be prompted for further investigation. After each service has been tested for mission alignment, the potential opportunity for market growth should be assessed. Is it possible that a particular service can expand our current market to make LMC more profitable? Not only expand the service area and market, but is it possible that certain services will be able to feed into other profitable areas within the network to make our patient’s experience more streamlined? An external analysis of the healthcare environment, key demographics of current and potential markets, and competitor analyses will be of great use at this stage. Our......

Words: 1094 - Pages: 5

Case Study of Great Eastern Life Vietnam

...might open restaurants in their countries. As usual, franchise is the next step after business goes into operation for quite a while and it has gained some breakthroughs. In the context of Vietmac, franchise was launched just a very short while after Vietmac entered the market. [pic] Source: http://www.AppRice.com/Why.php One of the reasons which has helped Vietmac boost up its activities in just around two years is in my opinion the founders’’ determinations for new challenges and is quick decision making of a small but dynamic company. This is also an advantage that big establishments may not possess because of hierarchically complicated structures. Decisions may have to bypass layers of authority and in some cases it may take months or years for approval. The president, a very experienced marketing expert A plenty of people have wondered why Vietmac has been developing so fast with more than ten restaurants in Ha Noi and Saigon and one in Germany. More importantly, this young entity completely built up its franchise policy and is franchising to partners. It is not surprised once the president of the company is named, e.g., Mr. Ngo Trong Thanh. He is quite a well-known businessman in sales and marketing expertise with more than 10 years holding key position in multinational corporations and is the owner of Mancom, one of the young leading company in business consultancy in the North. He is one of the few Vietnamese business lecturers......

Words: 4975 - Pages: 20

Advance Medical Technology Case

...CASE CONTEXT Advanced Medical Technology Corporation (AMT) developed, manufactured, and sold scientific medical instruments, needles and catheters that allowed rapid and less invasive access to a number of different organs and vessels. These products represented an alternative to a traditional surgical procedures and allowed analysis or corrective treatment with less risk and trauma and at a lower cost. An example of the products was catheters that could be introduced into a blood vessel and then manipulated through partially closed arteries or into the heart itself. Despite this good trend of sales volume, the company undergone history of operating losses as a result of various factors. This condition conveyed doubt on its ability to meet obligations hindering it to acquire credit line from banks. AMT had experienced extraordinary growth fuelled by heavy spending on research and development and a rapid expansion of its sales force having sales growth in excess of 30 % per year. Sales volume, which had grown continuously from the start, was always large in relation to the capital. On June 2 1983, it established a connection with Biological Labs Inc., which had fallen in catheter and instrumentation technology and abandoned its internal efforts. AMT sold 5% of its outstanding stock for 7 million and the right to purchase additional 13% over 5-year period ending June 1988 for 12 million. Arrangement of a new line credit with Western......

Words: 1069 - Pages: 5

Mgt 307 Eastern Dairy Case

...Christopher Hernandez MGT 307 – N Case #2 Analyze the case from George Stein's perspective: 1) What factors play into the dilemma?  There are a number of factors that play into George’s dilemma in this case, but before I begin to analyze those factors lets briefly reexamine the situation. George Stein is working at a milkshake/ice cream mix supply company called Eastern Dairy. George is working at Eastern Dairy for the summer and he works the night shift. The night shift is unsupervised and ran by 4 or 5 assembly workers. George has gotten along with all his fellow employees and together they have formed quite the comradery. Paul, one of the assembly workers on the night shift, has become somewhat of a self elected supervisor of the shift. All of the employees of the night shift get along very well and enjoy their time together thoroughly which has allowed George to really enjoy his time at work. One night they are faced with a problem regarding the filtration of the mix. All the filters are getting clogged up due to a bad batch of mix filled with maggots. Now, the employees can either repeatedly unclog the filters and reattach them over and over until all the mix has completed the filtration process or they can remove all the filters and allow the maggots to stay in the mix until it has gone through the homogenizer and the pasteurization process, which according to Paul will “Pulverize” all solid matter and destroy any bacteria. The issue with constantly......

Words: 898 - Pages: 4

Eastern Medical Traditions

...Eastern Medical Traditions Geographic boundaries have an enormous impact on the development of individual cultures and practices. This is very evident when comparisons are drawn between modern countries and the dynamics of their medical practices. For instance there are similarities between European countries in terms of scientific development as there are similarities between countries east of the deserts and mountain ranges of Eurasia. Neither region has less developed medical practice because both are ancient and distinct in how the body is viewed and treated. India and China have some of the oldest of these medicinal traditions, approaching illness in a wildly different way than westernized medicine. For this reason it is vital to study these practices to gain perspective on the growing standard of western medicinal practice. Indian Ayurvedic and Traditional Chinese medicines have many striking similarities in regards to anatomical interpretation, diagnosis and treatments, and the overall emphasis on a spiritual experience. The most distinct aspect of Ayurvedic and Traditional Chinese medicines is the concept of a flowing force throughout the human body. In China the force is referred to as qi which exists as spiritual yet physical energy which invigorates both the mind and muscles of the body. Qi flows through channels or meridians from certain areas of the body into another, originating at the navel or center of the person. Illness in the Traditional Chinese......

Words: 312 - Pages: 2

Dresding Medical Case Study

...DRESDING MEDICAL Since founding her company over 10 years ago, Dr Laura Dresding had never been either so anxious or so enthusiastic about the future of Dresding Medical (DM). The company had enjoyed considerable success, both financial and in terms of market share by designing, manufacturing and supplying a range of medical equipment to hospitals and clinics throughout the USA. Starting with cardiovascular devices, their range expanded to include neurological stimulators and monitoring diagnostic devices. ‘Success has come largely from our research and development culture. Although around 50 per cent of our total manufacturing is done in-house, our core competence is an ability to understand the needs of clinicians and translate those into our products. We were among the first to expand the range and functionality of this type of equipment and integrate it with sophisticated diagnostics software. Admittedly our products tend to be relatively highly priced and we are coming under some cost pressures, but because of our technical excellence and our willingness to modify equipment to individual customer needs, we avoid too much pressure on our prices’. DM’s operations planning and control systems had been relatively informal. A team of specialist sales technicians discussed individual clinical needs with customers and wrote a ‘product specification’ for manufacturing to work to. Around 70 per cent of all orders involved some form of customisation from standard...

Words: 1122 - Pages: 5

Sunset Medical Case Study

...Sunset Medical: A Statement of Cash Flow Case Scott Wandler* College of Business Administration University of New Orleans New Orleans, LA 70148 swandler@uno.edu Kevin Watson College of Business Administration Iowa State University Ames, IA 50011 kwatson@iastate.edu Abstract Medical is based on a real situation occurring at an Orthopedic Medical practice in Colorado. While attending a trade show Dr. Jones, the managing partner at Sunset Medical, was approached by a medical consulting firm, Physicians Medical Inc. (PMI), to provide the practice billing and administrative services. Dr. Jones decided to hire PMI and signed a contract in February of 2011. Based on the interim financial statements that were released in June of 2011, Dr. Jones gave PMI control of the overall day to day operations of the practice. PMI immediately relieved the office manager of her duties and took over all operations of the practice. In early 2012, the 2011 financial statements were released and were not as impressive as the mid-year results. Dr. Jones is now worried that the increased power given to PMI may have been a mistake and has asked you to give a full assessment of the situation. Introduction Dr. Sally Jones, a practicing Orthopedic Surgeon, is the managing partner at Sunset Medical3, a professional corporation located in Colorado. Sunset, which has been in business for approximately 10 years, is a small medical practice with 2010 revenues...

Words: 2781 - Pages: 12

Chongqing Medical Case Study

...1. In general, what are the strengths and weaknesses of Peace Medical? There are several strengths in Peace Medical. First, it is a successful company which has its own organizational culture and well-planned organizational develop strategy. It also had developed a sound organizational structure and had managed to staff key functional areas. Second, Peace Medical had cultivated an established set of clients throughout China and had accumulated an array of tangible assets and had established good relationships with several key stakeholders and a strong reputation. Third, Peace Medical had solicited the advice of different management consulting firms. This helped them developed a better understanding of the overall Chinese market and identify strategic priorities. Most of the weaknesses of Peace Medical reflected in the ways the company deals with the uncertainties. For instance, it lacks the competencies to gain a competitive advantage in the medical supply industry because it doesn't have deep knowledge about the entire supply chain. What's more, Peace Medical doesn't have a successful strategic alliance with a company that specialized in knowledge promotion and marketing. In addition, the strategy which Peace Medical currently has cannot guarantee that they can adjust the new developments in the external environment. 2. How can Peace Medical attain the five medium-term strategic objectives Jiang has articulated? A. Improve internal processes 1) Employees; to......

Words: 1409 - Pages: 6

Medical Case

...Medical Equipment INC. In Saudi Arabia – NOTES DUE DATE: November 19, 2015 NEXT MEETING: November 2, 2015 ·      ANALYSIS: Primary CSR issue Diana & Yang o   What is the primary issue reflected in the case? • How to become Nr. 1 against a company who is already well established • Competition probably uses some unethical measures (offering a bribe) • Should he “counteract” and offer a flight to company’s showroom? • Medical Equipment’s competitive advantage through the product but might get outpaced by bribery from Wilson’s o   What are the circumstances surrounding it? • See above o   What is management’s business/strategic objective as it seeks to address the issue? • Bribe is not an option (Code of Conduct) • Flying the sales director in (which is fine according to CoC) • High focus on documenting all incentives • Relationship building o   What information is not in the case that might have been helpful to make a decision? • Certainty of bribery • “Amount” of possible bribery • Interest of sales director to better convince him to decide buying their product o   What is the individual, professional dilemma that Grover is facing? o   What is his company’s attitude towards bribes? • Sales is connected to his salary • Usage of bribery not allowed by CoC • He is privately considering the bribe ·      STAKEHOLDER ANALYSIS: Critical stakeholders Tahir o   CREATE A TABLE outlining who they are, what their concerns, motivations might be, and how you......

Words: 785 - Pages: 4

Eastern Gear Inc Case Study

...Eastern Gear, Inc. Case Study In order to be efficient and to maximize growth and profitability, it is critical to evaluate basic operations and determine where the potential problem areas are. Before any analysis can be done, a clear and concise object in operations need to be defined. Eastern Gear is growing at a rapid rate and a plan for growth is necessary. Currently, there are inefficiencies in taking in taking orders. Not all of the necessary information such as tolerances or finishes is obtained at the time that the order is placed. Also, at the time the order is placed is when the raw materials are ordered which adds an additional 1-2 weeks of processing time. Aside from the additional processing time from not keeping raw materials on hand, production time has increased from 2 weeks after receiving materials to 4 weeks. The increase in production time is due to recent addition of processing large orders, which subsequently increases the amount of time needed for smaller orders. Time management is critical in managing efficiency. There are bottlenecks and they may vary from different machine centers. 90% of the time is spent waiting for a machine to become available and the other 10% is spent actually using the machine. In addition the layout of the facility allows for additional travel time than what is necessary. Each problem is described more in depth below. Problem #1 – Issues with the order taking process. There is only one person who takes orders.......

Words: 978 - Pages: 4

Case Study: Rivera Medical Center

...HAS 534 Case Study Riviera Medical Center Through the 1980’ and 1990’ Riviera Medical Center (RMC) become technological leader in the region. RMC had top of the line Cardiac, and Women and Children’s center. The whole workforce was highly trained. RMC was also at his top financial era. At that moment they had only one competitor in their region-Northern Valley Medial Center (NVMC). NVMC new approach was focusing on building base model medical group practice as groundwork to expand referral base. NVMC reinvested money in their new strategy plan instead updating and developing new facilities. While RMC strategy plan was focused on independent physicians attracted by the high tech authority provided by RMC. At that time RMC signed contract with Riviera County to acquire and close the old County Hospital, which stopped the county from selling the hospital to different investor, and the same time boost RMC’s census. Significant number of old County Hospital was uninsured and underinsured population, which created risk of changing demographics. Administration had concluded that the profit of additional volume would prevail demographics change over the next years. In this particular case, there is one major problem and all other problems seemed to have stemmed off this one. Unfortunately administration miscalculated profits and undervalued effects and pace of patient demographics changes. First immediate outcome of the contract was increase in number of emergency......

Words: 1889 - Pages: 8

Augustine Medical Case Analysis

...AUGUSTINE MEDICAL, INC. CASE ANALYSIS THE BAIR HUGGER PATIENT WARMING SYSTEM I. Factual Summary: * The United States does not currently have an established warm-air technology blanket market. * The Bair Hugger Patient Warming System product is not a consumer device. The main users of this product consist of businesses and hospitals. * Hospitals will always be provided funding necessary to prevent hypothermia and other diseases; as a result a demand will consistently be common. * Augustine Medical, Inc. is using a push strategy. They are relying on distributors to push their products on to their prospective buyers. * Approximately there are 5,500 hospitals that have operating rooms and postoperative recovery rooms. * The target market for the product is hospitals with seven or more recovery room beds. The target market makes up 80% of all surgical operations in the United States (26,155 recovery beds). * It was stated that there are 21,000,000 surgical operations per year in the United States which 60 to 80 percent of these become hypothermic. Thus, on an average, 14,700,000 patients (21,000,000*70%) suffer from postoperative hypothermia. * The firm projected that one system would be sold for every eight postoperative recovery room beds. According to the firm’s research, the market could allow around of 3,269 heater/blower units to be sold (26,155 recovery beds/8). * By subcontracting the heater/blower unit, the company......

Words: 1762 - Pages: 8

Speciality Medical Case

...Specialty Medical Chemicals Case Analysis Special Medical Chemicals is company that has uniquely cornered a niche market in the pharmaceutical industry. The company experienced rapid growth, but has now plateaued. Carl Burke, the newly elected CEO, has been given the task of reigniting the growth engine of the company without undoing the accomplishments of his predecessor. For the first few months, Carl spends time in the field trying to understand the business, its people, and how the organization works. After an unsuccessful attempt to create a “Leadership Team” similar to his former company, Carl decides to hire an outside consultant, Laura Burke, to independently assess the functionality of his management team. Laura provides insight as to the issues of the management team and Carl’s impact on that team. Carl realizes that the company has many strengths. Since its conception, the company has created hundreds of patents for specialty chemicals that allow other drugs to be taken more effectively and conveniently. SMC maintains a strong client base by helping them develop new compounds for their new products. Carl’s biggest concern is how the company is failing to grow within the industry, specifically within biotech and generic drug companies. Other weaknesses lie within the organizational culture where departments are entrenched into their own silos. For example, product development is not responsive to new business. Departments such as sales and......

Words: 1449 - Pages: 6