Description
Instructions
Review Chapter 4 in The Well-Managed Healthcare Organization.
- Respond to the following topic: As a member of the Board of Directors at a for-profit HCO...
- What is the proper response to reports indicating that customer satisfaction scores are below the minimum goal for the second consecutive quarter?
- What is the proper response to a problem on a strategic protection report?
- In these two situations, what should the Board of Directors expect from the CEO and executive management team?
Review Chapter 14 in The Well-Managed Healthcare Organization.
- An economic recession has increased charity care and bad debts from 4 percent to 6 percent of net revenues. The board asks for "all possible" cost reductions, and one board member notes that the internal consulting activity consumes more than $1 million a year and that it surely could be deferred.
- What arguments and data would you assemble to support continuing this activity? (p. 458)
Your response for each questions should be 200 to 250 words in length and include at least three citations from the textbook, articles, or other credible sources. Your citations must be in proper APA format.
NOTE: PLEASE READ AND ANSWER EACH QUESTION .
Explanation & Answer
Attached.
Running Head: DISCUSSION QUESTIONS
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Discussion Questions
Student’s Name
Instructor
Institutional Affiliation
Date
DISCUSSION QUESTIONS
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1. What is the proper response to reports indicating that customer satisfaction scores
are below the minimum goal for the second consecutive quarter?
Measuring consumer satisfaction is a vital component of empowering the customer
(Grigoroudis & Siskos, 2009). The satisfaction of a client is basically said to be the feeling that
an individual goes through when an offering lives up to her or his desires. The customer is said
to be satisfied at the point when an offering meets their desires. Along these lines, satisfaction
scores are a component of what the client expected and in addition what the organization
delivered. If consumer satisfaction can be characterized as the feeling a man goes through when
an offering lives up to her or his expectations, then there are two basic approaches to enhance
consumer satisfaction. The first is to set up proper expectations in clients' minds. The second is
to fulfill those desires (Grigoroudis & Siskos, 2009).
One strategy on customer satisfaction that can stem out of this thought is to empower the
staff that faces customers on a regular basis (White, Ray & Griffith, 2010). Client-facing staff is
an employee that meets and communicates with clients. Empowering these workers to stop what
they are do...
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