Project and Strategic Risk Management Report for Valentine Health

This report provides a comprehensive analysis of project and strategic risk management within the context of Valentine Health Partnership, a healthcare organization. The report begins with a company background and strategic audit, utilizing tools such as PESTEL, SWOT, and Porter's Five Forces to assess the organization's environment and competitive position. The core of the report focuses on improving customer loyalty through a proposed Electronic Prescribing and Medication Management system. It evaluates organizational commitment to customer loyalty, identifies positive and negative issues, and recommends investments to support improvement, including a detailed project plan. The report further addresses project management techniques, stakeholder management, budgeting, forecasting, and ROI. Risk management is critically discussed and applied through risk analysis, category identification, and contingency planning. The report concludes with a critical discussion on the project's various elements and provides strategic recommendations to improve the customer experience and mitigate potential risks.

Running head: PROJECT AND STRATEGIC RISK MANAGEMENT
Project and Strategic Risk Management: Valentine Health Partnership
Name of the Student
Name of the University
Author’s Note:

1
PROJECT AND STRATEGIC MANAGEMENT
Company Background and Strategic Audit
Company Background: Valentine Health Partnership is a popular health organization
in the United Kingdom. They are primary care provider that has partnership in the Royal
Borough of Greenwich and operates mainly from the largest built facility. The customer base
of this company is the group of patients, who are using the services of this hospital and the
position of this organization has gone up in the existing UK healthcare market. More than
1000 employees are working in this organization and they are providing all types of
healthcare services and products to their patients. They are being globally recognized and
revenues were extremely higher in previous year.
Strategic audit of this organization can be completed by the following tools:
i) PESTEL: The political factors that affect Valentine Health Partnership are tax
legislation change, insurance mandate and consumer protection. Governmental subsidies
should be considered by them for reducing existing issues. Economic factors include interest
rates, unemployment and inflation. If these factors would rise, it is evident that patients
would not be able to come down to the organization. Social factors include changes in public
values and demographics. If they will not be aware of the conditions, it could create major
issues. Lack of use of new technologies is one of the major technological factors that affect
this organization. Regarding environmental factor, they have always focused on eco-friendly
environment so that patients get treatment in better environment. Valentine Health
Partnership is following every legal factor related to healthcare industry.
ii) SWOT: The strengths of this organization include cost advantages, innovative
services, cultural connections, extraordinary reputation, specialized expertise in every health
sector, geographical advantages. The weaknesses of this organization include absence of
marketing planning, staff or management problems and gaps in service areas. Opportunities
include competitive advantages, new market segment offering improvement in profit and

2
PROJECT AND STRATEGIC MANAGEMENT
availability of new technologies. Threats of this organization include competitive
vulnerabilities, economic shifts and adverse changes in regulations and reimbursements.
iii) Porter’s Five Forces: The first force is threat of new entrant, which includes
innovation of innovative products or services and building of the economy of scale to lower
fixed cost. Moreover, capacity of building or spending extra resources are other threats of
this company. The second force is bargaining power of suppliers, which involve building
effective supply chains with several suppliers or even experimenting with the product design
along with various material. The third force is bargaining power of buyers, which can be
obtained by building the largest customer base and rapid innovation of innovative products
for seeking discount and offerings over established products. The fourth force of Valentine
Health Partnership can be involved by being service oriented and not only product oriented
and even by understanding core need of their patients. The final force of Valentine Health
Partnership is rivalry amongst the existing competitors that can be involved by building the
sustainable differentiation or collaboration with existing competitors to increase market size.

3
PROJECT AND STRATEGIC MANAGEMENT
Table of Contents
1. Introduction........................................................................................................................ 5
2. Section 1............................................................................................................................ 5
2.1 Evaluation of Strength of the Organizational Commitment for understanding Customer
Loyalty, Behaviour and Experience with Identification of Positive and Negative Issues,
Gaps and Significance to the Firm......................................................................................5
2.2 Justified Recommendation of Investment for supporting an Improvement in Customer
Loyalty by discussing Purpose and Scope of the Project with Project being delivered
through a high level application of the elements of a Project Plan......................................8
2.3 Plan of the Changes for Implementation of the Recommendation with Project
Management Techniques.................................................................................................10
2.4 Recommendation of Qualitative and Quantitative Techniques for Evaluation or
Monitoring of Impact of an Improvement Plan for creating Additional Value from Enhanced
Customer Loyalty with SMART measures for managing Proposed Investment................12
2.5 Critical Discussion on Stakeholder Management of the Project with Development of
High Level Communication Plan.......................................................................................14
3. Section 2.......................................................................................................................... 15
3.1 Critical Discussion on Budgeting, Forecasting and ROI..............................................15
3.2 Cost Benefit Analysis..................................................................................................17
4. Section 3.......................................................................................................................... 18
4.1 Critical Discussion and Application of Risk Management............................................18
4.2 Risk Analysis with Force Field Analysis......................................................................19
4.3 Discussion and Application of Risk Category and Type, Evaluation of Probability,
Assessment or Impact of Risk, Response to Risk and Contingency Planning..................20
5. Conclusion....................................................................................................................... 20

4
PROJECT AND STRATEGIC MANAGEMENT
References........................................................................................................................... 22

5
PROJECT AND STRATEGIC MANAGEMENT
1. Introduction
Strategic management can be referred to as the continuous planning, assessment,
analysis or monitoring of every criterion required for any specific organization for meeting or
fulfilling the objectives or goals. Strategic management is extremely important for strategic
planning that solely represents organizational ability for setting long term and short term
goals so that decisions and actions are being determined for reaching to the goals (Bessis
2015). Valentine Health Partnership is a renowned health organization in the United
Kingdom. The following report outlines a brief discussion on a project, namely Electronic
Prescribing and Medication Management in Valentine Health Partnership.
2. Section 1
2.1 Evaluation of Strength of the Organizational Commitment for understanding
Customer Loyalty, Behaviour and Experience with Identification of Positive and
Negative Issues, Gaps and Significance to the Firm
Valentine Health Partnership is responsible for providing health care services to the
customers and it is being designed with the needs of patients at the respective forefront of
everything such as checking surgery times to notifying patients about their current status and
conditions (Cole et al. 2013). They always focus on customer loyalty and customer
satisfaction to a high level and thus it becomes quite easy to maintain better effectiveness in
their business. Valentine Health Partnership have better commitment to understand
customer loyalty and experience by identifying positive and negative issues or gaps. The
organizational commitment of Valentine Health Partnership is to serve their patients with
better efficiency and effectiveness so that the customers or patients are satisfied with
services and the business is able to gain better competitive advantages (Lam 2014).
Customer loyalty can be referred to as the outcome of reliable positive emotional
experience, physical attributes based satisfaction as well as apparent values of the customer
experiences by including services or products.

6
PROJECT AND STRATEGIC MANAGEMENT
They have been sharing their services and products by means of social media as
well as by exceeding expectations. Valentine Health Partnership has been involving social
media in their business with the strategic goals and objectives (Glendon and Clarke 2015).
Social media platforms and websites could be termed as effective to promote their services
and products and thus they have been successful in strengthening major aspects of the
business such as customer loyalty. They have implemented six basic ways of social media
building customer loyalty, which include listening and interacting with the audience,
development of engagement plan, and engagement with the most active marketing
managers, offering of advantages and any other rewards, sharing of their best content and
finally providing details about the company (Cardona 2013). Valentine Health Partnership is
being utilizing customer relationship management so that they do not face any issue
regarding customer management. With the help of these six ways, they are able to maintain
better relations with the patients and these patients are able to discuss their problems and
issues with the organization.
Social media is solely responsible for changing the methodology by which people
generally interact with one another after offering better convenience, however lesser quality.
It is quite simple and quick to contact with the customers and easy to meet with the new
individuals (Hopkin 2018). Valentine Health Partnership has been using social media as an
important part of their business success and hence gaining better competitive advantages.
They are able to diminish the constitution of social interaction for modernized generation.
Although, they have gained major success in terms of organizational commitment and
customer loyalty by social media, there are few negative aspects as well.
The positive aspects of customer loyalty with social media in respect to the
organization of Valentine Health Partnership are as follows:
i) Connectivity with Customers: The first and the foremost positive aspect of
organizational commitment of Valentine Health Partnership for customer loyalty is that they
are able to maintain a connection with their customers or patients (McNeil, Frey and

7
PROJECT AND STRATEGIC MANAGEMENT
Embrechts 2015). Communication is one of the major and the most significant or important
parts of hospital or medical field. It is extremely vital for both patients and doctors to
communicate amongst each other and hence doctors or nurses of Valentine Health
Partnership are able to resolve issues of the customers.
ii) Information and Updates: The second positive aspect of the organizational
commitment of Valentine Health Partnership for customer loyalty is obtaining better
information and updates. It is often being noticed that patients reside at remote places and
hence communication is required on a top priority. By social media, they are able to obtain
periodical data without much issue or complexity (Pritchard and PMP 2014). This particular
organization is able to obtain better competitive advantages with the help of customer
interaction and satisfaction. Accurate and proper information is being gained by social media
and hence B2C or business to consumer is successful in their organization.
iii) Awareness: The third important and significant positive aspect of this
organizational commitment of Valentine Health Partnership for customer loyalty is
awareness. It is quite vital to spread awareness amongst organizational members and
customers so that they are able to bring out new creativeness and innovativeness in their
business (Ho et al. 2015). Social media is the distinctive platform that helps Valentine Health
Partnership in enhancing their business advancements to a high level and hence the
organization is able to get a quick way for helping their customers in involvement of
customer relationship management.
The negative issues or aspects of organizational commitment of Valentine Health
Partnership for customer loyalty, behavior and experience are as follows:
i) Security Issues: Since, Valentine Health Partnership is a health organization, it is
highly mandatory to maintain privacy and security to a higher level and for this particular
purpose, they have implemented some of the major and the most significant factors or steps
that can reduce complexity of data management without much complexity (Aven 2016).

8
PROJECT AND STRATEGIC MANAGEMENT
However, in spite of having such distinctive advantages, these security issues could be
extremely destructive and could bring out some of the major issues related to data loss.
Patients’ data should not be lost under any circumstance, hence ensuring higher data
security is mandatory.
ii) Customer Dissatisfaction: This is the second negative issue or significance that
should be noted under every circumstance for Valentine Health Partnership. Although they
try to spread awareness through social media; every customer or patient might not be
comfortable with the utilization of social media (Chance and Brooks 2015). This could
eventually lead to massive dissatisfaction of customers in a high level and Valentine Health
Partnership may lose these patients if they would be highly involved digitally.
These negative aspects or issues could have major high negative significance on the
organization and hence Valentine Health Partnership might face significant issues due to this
particular problem.
2.2 Justified Recommendation of Investment for supporting an Improvement in
Customer Loyalty by discussing Purpose and Scope of the Project with Project being
delivered through a high level application of the elements of a Project Plan
2.2.1 Justified Recommendations
This Valentine Health Partnership aims in providing most valued services to its
customers as it is one of the primary care provider in London. With an aim of providing best
services to its customer, the organization is implementing a new electronic Prescribing and
Medication management system. However, the organization is in need for improving their
customer loyalty process and procedures. This section of the report will provide
recommendations for improvement of the customer loyalty program. Prior to that, the
purpose and the scope of the project is needed to be evaluated.
Purpose of the Project

9
PROJECT AND STRATEGIC MANAGEMENT
The purpose of the undertaken project is to automate the entire process of
medication management. In Valentine Health Partnership, the manual process of medication
management needs improvement in terms of the speed of processing of each prescriptions
and also in accuracy. The proposed project is expected to address all these shortcomings, to
provide an improved services to its customers.
Scope of the Project
i) In Scope:
1. The automated electronic prescribing and the medication management system will
be implemented within the scheduled time.
2. Training to all the staffs and nurses will be provided as a part of the project.
ii) Out Scope:
1. Training to the customers regarding electronic prescribing.
2. Modifications in the specification of the electronic prescribing and the medication
management system, after the initiation of the project.
Suitable Recommendations
The purpose and the scope of the project indicates that the project is being
developed and delivered to improve the customers’ experience. The recommended area in
which the organization should invest more to ascertain customers’ loyalty, would be the use
of social Media. The promotion of the system along with the illustration of the working
principle of the same, in the social media can help the customers in getting a better idea of
the product to be developed and therefore, this recommendation is justified.
Delivery of the Project and Implementation of Changes
The project, electronic Prescribing and Medication Management system, will be
delivered in 1 year, which include its promotion in social Media. The project will follow a

10
PROJECT AND STRATEGIC MANAGEMENT
sequential approach of designing, testing and launching of the software. The Risk
Management process will be conducted in each stage to implement the system without any
issue. The social media promotions play a crucial role in success of the project.
2.3 Plan of the Changes for Implementation of the Recommendation with Project
Management Techniques
The Plan of the Changes
i) Work Breakdown Structure
Figure 1: Work Breakdown Structure
(Created by the Author in MS Project)
ii) Gantt Chart

11
PROJECT AND STRATEGIC MANAGEMENT
Figure 2: Illustrating the Gantt Chart
(Created by the Author in MS Project)
iii) Critical Path
The critical path of the undertaken project is marked in red in the figure below-