Running Head: CRITICAL
THINKING-CASE STUDY
Critical Thinking-Case Study
[Writer name appears here]
[Institution name appears here]
Critical Thinking-Case Study
Problem Definition
As narrated by CEO, The Faith Community Hospital Problems
area described by himself in his words as follows
Problem No.1: - Poor communication
within the organization outside, and lack of a well
knit system in place.
The CEO says
“I am not sure how many of our stakeholders realize or understand the difference
among ethics, laws, beliefs, oaths etc”.
Problem No.2: - Poor financial indicators
reflect a declining trend of performance and indicating
an accumulating loss, which may end up with heavy
liabilities.
The CEO says
“Are we running a less efficient operation? Can we reduce costs without
impacting quality”?
Problem No 3: - Poor teamwork and lack
of coordination among team members result in poor
performance that may lead to quality problems.
The CEO says
“We all are in the same boat during the same storm, but no two people are
rowing in the same way or in the same direction. In fact some don’t even
have their oars in the water.”
Problem Discussion
Faith Community Hospital is a non-profit set up and
needs transformation to a for-profit organization.
In today’s business world particularly in
service sector the companies who have non-profit
operations have found themselves locked up in a
situation of No-movement which has mainly resulted
or creation of modern world challenges like demand
for quality, effective communication and continued
customer service, the research and modern tools
have made this task easier for the profit organizations
to achieve but difficult for non-profits as they
lack the momentum for transformation and are resistant
to the change, or are less resilient.
This phenomenon has been discussed in detail (William
P Ryan 1999), and the authors have discussed outsourcing
as a well acceptable option for transformation. The
symptoms of problem reflecting in the performance of
Faith Community Hospital are reflected in lack of control,
poor service quality rather inconsistent reflection
of performance and poor financial indicators shown
by increasing insurance premium rates.
Appropriate Solutions and Rationale
In a similar case study (Jon Meliones-2000) the solutions
are discussed, problems of quality management and long-term
solutions have also been discussed (Stephen R Covey-1992).
The appropriate solutions are as follows.
a) The mission statement is not enough what is needed
a system in place, a written system of standard operating
procedures described as follows.
Mission Statement
To ensure the policies and procedures
are in place and followed a system coordinator to be
identified and periodic system audits to take place
with reports to Board of Directors.
b) A Service Quality assurance System
to be implemented with a full time QA responsible
person who should not only implement the quality
assurance policies and procedure but also handle
and investigate the quality complaints, please bear
in mind that it is also a bad quality to deliver
more than the required, and is regarded as out of
specifications. The quality is to deliver only what
is required and defined in the written system.
c) A dynamic marketing plan to improve into the business
is required, the plan should take into consideration
the new business development ideas such as outsourcing,
attracting to an acceptable degree the private out
patients who can generate revenue by making use of
special services and a continuous new development programme
again operated by a permanent committee.
d) Strong communication, keeping team members well
informed, and changing people’s role making it
goal oriented will also help, and maintaining a feedback.
e) Changing paradigm by training and development, and
encourage experimentation and welcome new ideas. (Stephen
R Covey-1992) a balance in Covey’s Four Quadrants.
References
William P Ryan (1999) - The New Landscape
for Non Profits-HBR Jan-Feb 1999
John Meliones (2000)- Saving Money,
Saving Lives- HBR Nov-Dec 2000
Stephen R Covey (1992) - Seven Habits
of highly effective people-Simon and Schuster (1992).
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