Improving Customer Satisfaction Through Employee Engagement

Since employees are typically closest to the process, it is important that they understand the why behind a change and participate in creating the new process. This can benefit the change planning and implementation process.

Project management
E-medical with better cure
student
[company name]

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Table of Contents
Assessment Task 1..........................................................................................................................................................2
Part A..........................................................................................................................................................................2
Overview................................................................................................................................................................2
Recommended Administrative System...............................................................................................................3
Key Features of the System..................................................................................................................................3
Key Vendors and Approximate Costs.................................................................................................................4
Perceived Benefits.................................................................................................................................................4
Part B..........................................................................................................................................................................4
Goals and Objectives............................................................................................................................................4
Primary Business Objectives...............................................................................................................................5
Project Objectives.................................................................................................................................................5
Recommended Administrative System...............................................................................................................6
Implementation Strategies...................................................................................................................................7
Vendors and Expected cost..................................................................................................................................7
Internal Consultation and Communication........................................................................................................7
Key implementation tasks, responsibilities and completion time.....................................................................7
Resources needs for implementation...................................................................................................................8
Staff training needs and requirements..............................................................................................................10
Legislative requirements....................................................................................................................................10
System evaluation procedure.............................................................................................................................10
System monitoring procedure............................................................................................................................11
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Assessment Task 2........................................................................................................................................................12
Answer 1:..................................................................................................................................................................12
Answer 2:..................................................................................................................................................................12
Answer 3:..................................................................................................................................................................12
Answer 4:..................................................................................................................................................................12
Answer 5:..................................................................................................................................................................12
Answer 6:..................................................................................................................................................................13
Answer 7:..................................................................................................................................................................13
Assessment Task 1
Part A
Overview
E-medical with better cure
My project is being undertaken by Non-governmental organizations (NGOs) also known as
private voluntary organizations (PVOs) affiliated by church. It is private foundation that aims to
promote a high performing health care system that achieves better access, improved quality of
life and greater efficiency, particularly for society’s most vulnerable including low-income
people, the uninsured, minority Americans, young children, pregnant women and elderly adults.
Overview-
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E-medical with better cure is simple application where health care data and resources transfer
through electronic means (Kerzner,2013). It encompasses three main areas:
 The delivery of health information for health consumers and health professionals, through
the internet and telecommunications.
 Using the power of IT and e-commerce to improve public health services, e.g. through
the health education and training of health workers.
 The use of e-business and e-commerce practices in health systems management.
E-medical with better cure provides a new method for using health resources such as medicines,
information, and insurance with the help of internet and Information systems.
Key Points-
 Ambulance services
 Clinical Labs
 Critical Access Hospitals
 Federally Qualified Health Centers (FQHC)
 Home Health Agency (HHA)
 Hospital
 Medicare Coverage
 Medical conditions
 Pharmacist
 Physician
 Rural Health Clinics
 Skilled Nursing Facility
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Our System will be serving to the needs of both the health professionals and health assistance
seeker. Online supports, Registration, product information, telephone support are included in our
system to provide a complete assistance to the consumers.
Recommended Administrative System
E-medical with better cure is medical application where people access all type of medical
information and resources such as physician, pharmacist, hospital, nursing facility, Medicare
coverage and other services near your area. This application also provides information on
medical condition so people aware about disease conditions.
This entire project finishes within four months. There are four modules like data base modules,
patient and physician modules, medicine and equipment modules, security modules, distribution
modules.
These entire projects run on asp.net and SQL Serval.
Key Features of the System
1 Access Information about medical condition, treatment, diagnosis,
drugs etc
2 Access direction & contact about hospital, clinical labs, rural health
clinics, home health agency etc.
3 Online order about medicine, Medicare coverage,
medical equipment etc.
4 Easy payment methods multiple payment methods – like internet
banking, credit/ debit card, E-gift voucher
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(eGV), Case on delivery, EMI plans,
delivery charges extra depending on seller
policy
5 Security - secure customer information, financial
records etc.
Key Vendors and Approximate Costs
Key vendors Approximate cost
Laborer kr 3.75
Shift Boss kr3.67
Lead Mechanic kr 4.67
Mechanical Foreman kr 4.41
Alimak Leader kr 68.27
Perceived Benefits
 Enables more informed decision making and enhanced quality of care.
 Saves lives through remote consultations whether urgent or diagnostic.
 Creates more efficient, convenient and potentially more cost effective delivery of care.
 Facilitates earlier and more accurate.
 Provide greater and fastest access to a patient’s medical history and diagnosis so start
effective treatment as soon as possible.
 Improves administrative efficiency and coordination.
 Enhances senior wellness and preventive care through telemedicine and remote in-home
monitoring.
 To give flexible and quality services to a customer.
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Part B
Goals and Objectives
The project’s objective is to improve health and wellness by providing valuable information
include
 To provide relevant, timely, and high quality evidence and information to support
people’s healthier life.
 To inform about new technology and equipment to people
 To provide right direction at right time
 To provide secure and flexible services.
 To provide follow up care for elderly people like nurse visit, physiotherapist visit etc.
 To provide effective way between patient and physician.
Primary Business Objectives
Bulleted statements of the measurable Business Objectives required in order to achieve the
project objectives.
Reference
No.
Business Objective Description Specific Goal
1. Providing useful information and data to know the condition and
aware about further procedure
2. To introduce about new medical
equipment and devices
to help out correct diagnosis
with help of latest technology
3. To help people find out medical place Allow you to quickly find out
information about your
surroundings with address,
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contact details and direction.
4. To provide personal care like home visit of nurses,
physiotherapist
5. To provide quality services easy payment methods like case
on delivery, EMI etc.
6. To give good communication between
patient and physician
like online chat, email
Project Objectives
Business
Objective
Ref. No.
Project
Objective
Ref. No.
Project Objective Description
1. 1.
2.
3.
To give all information briefly with enough details
To make correct decision
To save time and money.
2 1.
2.
3.
Too aware about latest technology and devices
To find out correct diagnosis and start right treatment
To achieve good health.
3. 1.
2.
3.
To find out nearest hospital, clinical lab, pharmacy etc.
To give all information with correct address and direction
with help of GPS.
It help you to save time and start treatment as soon as.
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4. 1.
2
3.
To provide Personal health care like nurse care,
physiotherapist care
biggest benefits for elderly people, pregnant women, child
Gets treatment with your time and place.
5. 1.
2.
3.
To provide flexible services in buying online products like
medicine, medical devices.
to get easy payment methods in online products like case on
delivery, internet banking
To get EMI or monthly or yearly plan on Medicare coverage.
6. 1.
2.
3.
easily talks with physicians like online chat services
gets immediate responses on email and messages
Service available at holiday and some special occasion also.
Recommended Administrative System
E-medical with better cure is medical application where people access all type of medical
information and resources such as physician, pharmacist, hospital, nursing facility, Medicare
coverage and other services near your area (Schwalbe,2015). This application also provides
information on medical condition so people aware about disease conditions.
This entire project finishes within four months. There are four modules like data base modules,
patient and physician modules, medicine and equipment modules, security modules, distribution
modules.
This entire project runs on asp.net and SQL Serval.
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Implementation Strategies
The review of flows of person identifiable data is required to be undertaken in 4 phases and
outcomes reported formally at the conclusion of each stage. Document templates for reporting
outcomes and assurance are attached.
PHASE Area of Review
1 Identification & assurance of bulk
transfers of data.
2 Identification & assurance of other high
risk transfers of P.I.D
3 Completion of detailed mapping and risk
assessment of all other flows of P.I.D.
4 Provision of statements of assurance that
all data holding systems and data flows
are secure.
Vendors and Expected cost
Key vendors Approximate cost
Laborer kr 3.75
Shift Boss kr3.67
Lead Mechanic kr 4.67
Mechanical Foreman kr 4.41
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Alimak Leader kr 68.27
Internal Consultation and Communication
A communication plan makes it easier for the stakeholders to target their communication
accurately. It provides a structure to determine whom one needs to reach and how. It makes the
communication effort lasting and effective. First is the stakeholder communication requirements
that is given below.
Stakeholder communications requirements
Stakeholder’s communication requirements are as follow:
1. Sharing relevant documents with the teams and stakeholders requires a communication
mechanism.
2. Meeting invites to the team members with daily agenda.
3. Progress report sharing with the sponsors and clients. Video conferencing and daily
scrum meetings to ensure that everything is working fine.
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Key implementation tasks, responsibilities and completion time
Name Organization Role/Position Responsibilities
Steven Sage E-Med Pvt Ltd. Sponsor Project Budget approval, quality approvals
Mathew Turnock E-Med Pvt Ltd. Sponsor Project Change management approvals, Quality
Budget approvals
Jon Doug E-Med Pvt Ltd. PM Planning, design, execution and Monitoring of project
Mark Hall E-Med Pvt Ltd. Developer Development, DB design
Steven Smith E-Med Pvt Ltd. Developer Development, Documentation
Martha Stewart E-Med Pvt Ltd. Developer Development, Documentation
Jason Miller E-Med Pvt Ltd. Tester Testing : Stress, performance
Alister Cook E-Med Pvt Ltd. Designer UI design, HCI evaluation
Marcus Anderson E-Med Pvt Ltd. Business Analyst Requirement analysis, business support
Resources needs for implementation
Project is divided into different units where every unit will perform a specific role to meet the
requirements of the portal. Technical Team has Project Manager as an associated member at top
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level. However, roles of developers, designers and testers are specifically identified. Business
Analyst will still be associated with the technical team and come into picture if there is any new
requirement.
Organization Chart (Created using ARIS software)
Additional Resources Required
Additional resources that are needed to support the functioning of different functional units
identified in the organizational chart are given below.
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Support Requirements
Type Length of Support
Resource General Specialist Short Intermediate
Sales Team Member
(For Product
Customization)
X X
Business Analyst
( Training to the Staff)
X X
Short Term: Ten Days (Availability: 5 Hours Every day, 1 Meeting every 2nd day)
Intermediate: Twenty Days (Availability: 5 Hours Every day, 1 Meeting every 5th day)
Long Term: Fifty Days (Availability: 7 Hours Every day, 1 Meeting every 5th day)
Staff training needs and requirements
 Training should be given to the staff to understand the working on the portal
 Training should be given to the chat support representatives so that they can handle
customer’s queries.
 Technical training to the people managing online medical portal.
 No Specific equipment’s are needed, however in-house group chat tool can be created to
facilitate better communication among different functional units.
Legislative requirements
Information technology law provides the legal framework for collecting, storing, and
disseminating electronic information in the global marketplace. Attorneys practicing in this area
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of the law represent individuals and businesses from all different industries (Schwalbe, 2015). They
help structure information technology transactions in a way that maximizes the client’s economic
benefit while ensuring regulatory compliance. Some type of laws are following:
1. Software Licensing Issues
2. Data privacy and security
3. Electronic signature laws
4. Information Technology attorneys
System evaluation procedure
Online web portal for the user
knowledge
Easy to navigate and the integrated search feature
should produce relevant result for the users
Hospital Information Medical facilities and the hospital contact details
should be correct and validated
Online appointment reservation and
product classification
Should be Integrated appropriately with the payment
gateway.
Stress testing should produce results that favor the
working of E-system despite high traffic.
Integration of the appointment reservation system with
the user email and phone
System Response High Performance in terms of loading and retrieving
of data
Layout and Design Responsive layout that works well on tablets, phones,
laptops and desktops
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System monitoring procedure
Monitoring will occur at least once during the term of the contract prior to close-out. The timing
and frequency of monitoring visits during the term of the agreement will be based on the
guidelines below.
 An initial on-site monitoring visit will be conducted within one month of the project started
date begins or when the project is approximately 50% complete for new grantees and
grantees that may have difficulty complying with program guidelines.
 In lieu of an initial monitoring will monitor from the office by contacting the grantee’s
director or coordinator and, if required, have them send documents via mail, fax, or e-mail to
verify compliance based on the monitoring policies and procedures.
 If no deficiencies are found, no follow-up site visits are required until closeout, unless
extensions are required or problems arise.
 If deficiencies are found during the interim visit or monitoring from the office, a follow-up
visit will be scheduled within 60 days, unless the deficiencies are corrected by the Grantee
and appropriate documentation. Failure to correct deficiencies may result in suspension and
ultimately termination.
A final monitoring will be conducted when all activities is complete and the Grantee has
submitted a final Monthly Report and a Final Performance Report.
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Assessment Task 2
Answer 1: What are Administrative Systems? Provide examples of at least three
administrative systems with a brief description.
Administrative systems and procedures are a set of rules and regulations that people who run an
organization must follow. These rules and regulations are put into place to help create a greater
level of organization, more efficiency and accountability of the organization.
ERP systems - these are systems that are directly supported by the ERP (Enterprise Resource
Planning) system of the University. At present our ERP is Oracle-PeopleSoft.
ERP dependent systems - these are systems that interact with the ERP system usually by
extracting data from the ERP for the purposes of reporting or entering transactions into the ERP
system on a bulk (i.e., batch) basis.
ERP independent systems - these are systems that support some administrative services but are
not tied to the ERP system.
Answer 2: What steps would you take to ensure that implementation of a new
administrative system involves employee participation.
1. Needs Analysis: Meet with the client's management and staff to determine exactly what is
needed to implement a new campaign. A lot of questions should be asked, and the client should
be challenged as to why they are doing a particular function, if it doesn't make sense (or cents).
The client's management and staff participation is critical to ensure the success of the project.
2. System Design Review: Here you review what has been done in the past, and how the new
campaign will be used, when, and by whom. Procedures and presentations now in use may need
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to be changed, or you may need to design an interface from the new campaign to an existing
process. With any of these alternatives, it is important for management to understand what the
campaign consists of and how it will function within the client's organization. Therefore the
systems design review phase is considered to be the most critical part of the project. It must be
thorough and complete, providing an extensive understanding by the client of what the package
provides, and by the agency of how it is to be used in the organization.
3. Implementation Meeting: In an implementation meeting, the agency meets with the client's
management and staff to determine what has to be done, by whom and when. Present at the
implementation meeting should be anybody who has a part in implementing the new campaign,
i.e., sales management and staff, administrative folks responsible for controlling the campaign,
marketing staff, product or service managers, and anybody else who will benefit from the
campaign. The meeting should be 2 - 4 hours in length. The goal of the meeting is to get a buy-in
from all parties, and to be able to prepare an implementation plan (see Sample Implementation
Plan), which outlines all the steps necessary to successfully implement the program. This plan
becomes the guide for project management of the campaign. Management and staff participation
is critical to the success of the project.
4. Implementation: Next comes the physical implementation, i.e., collateral pieces,
advertisements, direct mail, etc. and the testing to be certain the campaign will fit in the client's
organization.
Answer 3: Why, in your view, employee participation in the process of implementation of a
new administrative system is important?
All change efforts should involve employees at some level. Organizational change, whether large
or small, needs to be explained and communicated, specifically changes that affect how
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employees perform their jobs.
Whether it is changing a work process, improving customer satisfaction or finding ways to
reduce costs, employees have experiences that can benefit the change planning and
implementation process. Since employees are typically closest to the process, it is important that
they understand the why behind a change and participate in creating the new process.
Answer 4: Provide examples of some of the legislative requirements, which would be
relevant to implementation and use of administrative systems in a workplace?
Clinician Communication
Clinicians are able to electronically access current patient and clinician contact information (e.g.,
email address, telephone and fax numbers, etc.) and identify clinicians currently involved in a
patient’s care. Both EHR design and organizational policy facilitate clear identification of
clinicians who are responsible for action or follow-up in response to a message.
Contingency Planning
Staff are trained and tested on downtime and recovery procedures. Patient data and software
application configurations critical to the organization’s operations are backed up.
CPOE and CDS
Evidence-based order sets are available in the EHR for common tasks/conditions and are updated
regularly. Corollary (or consequent) orders are automatically suggested when appropriate and the
orders are linked together, so that changes are reflected when the original order is rescheduled,
renewed, or discontinued.
High Priority
Information required to accurately identify the patient is clearly displayed on screens and
printouts. Clinicians are able to override computer-generated clinical interventions when they
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deem necessary.
Organizational Responsibility
Communication mechanisms ensure that EHR users learn of EHR changes promptly, and users
are able to give feedback on related safety concerns. The highest-level decision makers (e.g.,
boards of directors or owners of physician practices) are committed to promoting a culture of
safety that incorporates the safety and safe use of EHRs.
Patient Identification
Users are warned when they attempt to create a new record for a patient (or look up a patient)
whose first and last name are the same as another patient. The organization has a process to
assign a “temporary” unique patient ID (which is later merged into a permanent ID) in the event
that either the patient registration system is unavailable or the patient.
System Configuration
The EHR is configured to ensure EHR users work in the “live” production version, and do not
confuse it with training, test, and read-only backup versions.
The organization has processes and methods in place to monitor the effects of key configuration
settings to ensure they are working as intended.
System Interfaces
At the time of any major system change or upgrade that affects an interface, the organization
implements procedures to evaluate whether users on both sides of the interface correctly
understand and use information that moves over the interface.
Security procedures, including role-based access, are established for managing and monitoring
key designated aspects of interfaces and data exchange.
Test Result Review and Follow up
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Written policies specify unambiguous responsibility for test result follow-up with a shared
understanding of that responsibility among all involved in providing follow-up care.
The EHR has the capability for the clinician to set reminders for future tasks to facilitate test
result follow-up.
Answer 5: How would you define “strategies”? Provide an example of a strategy you would
use to address staff training requirements.
Strategy is a high level plan to achieve one or more goals under conditions of uncertainty.
Following strategy can be used for address staff training requirements
Perform a "Gap" Analysis
The first step is to check the actual performance of our organizations and our people against
existing standards, or to set new standards (Burke, 2013). There are two parts to this:
Current Situation
We must determine the current state of skills, knowledge, and abilities of our current and/or
future employees. This analysis also should examine our organizational goals, climate, and
internal and external constraints.
Desired or Necessary Situation
We must identify the desired or necessary conditions for organizational and personal success.
This analysis focuses on the necessary job tasks/standards, as well as the skills, knowledge and
abilities needed to accomplish these successfully. It is important that we identify the critical tasks
necessary, and not just observe our current practices. We also must distinguish our actual needs
from our perceived needs -- our wants. The “gap” between the current and the necessary will
identify our needs, purposes and objectives.
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Answer 6: What are contingency plans? Why are they needed?
A contingency plan is a course of action designed to help an organization respond effectively to a
significant future event or situation that may or may not happen. Need of contingency plan are
following:
Anticipating Business Risks
A business plan that only considers the best-case scenario for your small business isn't likely to
last long. Anticipating risks to your company, including seasonal drops in revenue and new
competitor products entering the market, is crucial to ensure your overall business strategy has
the wide vision necessary to keep your business from being caught off-guard by foreseeable
events (Alhawari, 2012). The more risks your business can anticipate, the better your company is at
meeting the many challenges that can arise for a small business in any industry.
Developing Mitigation Strategies
Contingency planning and risk management are only as good as the strategies developed to help
mitigate the potential financial damage to your company. Mitigation strategies may include a
variety of methods for limiting the effects of future problems to your business, including storing
capital for revenue shortfalls as well as making improvements to facilities to reduce the chances
of employee injury. These strategies provide your small business with a plan of action in the
event of a problem. This allows your company to devote more time to solving a problem in the
moment without having to first sit down and develop a plan of action.
Answer 7: Briefly describe the steps you would take to evaluate an administrative system.
The administrative quality can be evaluated based on three parameters:
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• Quality and efficiency of communication. Quality ensures that all information needed by
recipient is transferred to him/her correctly. Efficiency ensures that time required for
communication is kept to minimum (Aykin,2016). This time, besides the time for technical
information transfer, encompasses time required for finding all information that needs to be
transferred and time required to comprehend the information received.
• Quality and efficiency of information storage and retrieval. Quality ensures that all relevant
information related to a process is stored and can be retrieved. Efficiency ensures reasonable
time required for storing, and retrieving the information.
• Quality and efficiency of control over processes. Quality ensures that any process that needs
attention gets it. For example, if there is an urgent task assigned to a person who cannot complete
it, it should be reassigned to somebody else. Efficiency ensures that the needs for attention are
discovered and dealt with promptly.
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