Customer Satisfaction Scenario: Data Driven Decision-Making.
Customer Satisfaction Scenario: Data Driven Decision-Making.
Introduction
The Chief Executive Officer (CEO) of the Bright Road Health Care System wants to improve patient care survey results in its’ urgent care facilities. The perceived quality of service is the lowest rated item on the survey. This is of particular concern to the leadership team as it may be an indication that the structures, processes, and or outcomes associated with the urgent care facilities are not meeting the needs and expectations of the clients. If uncorrected, the consequences to the organization’s stakeholders and shareholders could be dire.
This scenario presents a realistic picture of how outcomes data can serve as a catalyst for change within an organization. While the focus of this case is on consumer satisfaction data, most firms have ready access to a dearth of outcomes data that can be used to investigate causal factors, establish priorities, weight options (alternatives), support decisions, and provide an internal benchmark from which to compare future results. Making operational and supply chain management decisions without having benefit of information coming from sound statistical analyses, is tantamount to playing darts blindfolded and betting your lifesavings on hitting a bull’s eye on the first toss. The healthcare and related industries are being increasingly more reliant on data to support the decision-making process. Data analytics and health informatics permit healthcare leaders to leverage big data, perhaps in ways it hasn’t been previously used, to make informed decisions that can positively impact clinical outcomes, financial and operational performance, and the strategic positioning of the firm.
Directions
Based on their observations, in this scenario, and upon a careful review of the available literature, the student, who is functioning as an external change and process management consultant will work with the Corporate Director of Quality Improvement to analyze the current structures, processes, and outcomes of the urgent care facilities. The student must then prepare a report that contains:
- Analysis/findings
- Provide current quality improvement data and
- Prepare a formal recommendation for improvements to the CEO.
Customer Satisfaction Scenario: Data Driven Decision-Making.
Customer Satisfaction Scenario LSW2 Customer Satisfaction Scenario Introduction and Directions
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