Implementing a Strategic Plan Building on the PESTLE Analysis, Case Study 1: Are Our Customer Liaisons Helping or Hurting?,
Capstone Project: Implementing a Strategic Plan
Building on the PESTLE Analysis, Case Study 1: Are Our Customer Liaisons Helping or Hurting?, Case Study 2: Health Care Needs Real Competition, and your outline that you completed in Week 5, continue to develop a strategic plan for the same organization.
Write an eight to ten (8-10) page paper in which you:
- Select one (1) specific analytical tool that you can use to determine whether the adaptive strategy or strategies selected for your organization will be the most effective in helping the organization achieve its goals. Propose the manner in which you would use this analytical tool, and support your proposal with an example of its proposed use.
- Determine one (1) internal and one (1) external factor that you discovered during the environmental analysis that could be a barrier to the success of your proposed strategy or strategies. Recommend one (1) solution to each of the barriers in question.
- Determine the specific segment of the market that your organization’s strategy or strategies will target.
- Recommend whether pre-service, point-of-service, or after-service activities would be the most effective approach in marketing your strategy or strategies to the organization’s target customers. Support your recommendation with examples of such effectiveness.
- Propose the most effective manner in which the organization can support its strategic direction within its culture and structure.
- Determine the most effective manner in which each of the following strategic resources can be instrumental in helping the organization to achieve its strategic goals: finance, human resources, facilities, and IT. Provide a specific example relevant to each resource to support your response.
- Evaluate how well the strategic plan you have developed aligns with the organization’s mission and vision. Recommend three (3) specific strategies to track the effectiveness of your strategic plan.
- Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and similar websites to not qualify as academic resources.
Your assignment must follow these formatting requirements:
- Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
- Include a cover page containing the title of your paper, your name, the course number and course title, your professor’s name, the university’s name, and the date. The cover page and the reference page are not included in the required assignment page length.
The specific course learning outcomes associated with this assignment are:
- Apply analytic skills to define strategic problems, generate and evaluate strategic alternatives, and develop implementation tactics.
- Differentiate between the target customer segments and positioning products within these segments as they apply to health care organizations.
- Differentiate between value-adding service delivery strategies and value-adding support strategies.
- Use technology and information resources to research issues in the strategic management of health care organizations.
- Write clearly and concisely about strategic management of health care organizations using proper writing mechanics.
i have both of my case studies since its suppose to help build the PESTLE analysis.
also, attached in powerpoint is my week 5 outline as well
UF Health Florida; PESTLE Analysis
Student Name:
Course Number:
Course Title:
Professor Name:
University Name:
Date:
Executive Summary
Hospital Merger & Acquisition activity is on the rise.
Hospitals increasingly desire these merges to aid in reducing costs and building a better footprint in the market.
With the ongoing acceleration of M&A, stakeholders are concerned of its impact on patients, payers and the providers.
To be the change desired, mergers must provide high quality products for the consumers at affordable pricing(Blumenthal, 2017).
Thesis Statement
This presentation explores the political, economic, social , technological, legal and environmental factors affecting UF Health Florida.
Political Factors
Government policy and regulations on the quality of healthcare service (Blumenthal, 2017).
Government Programs
Political Stability in the country
Tax Plans in the country(Blumenthal, 2017)
Corruption
Political regulations play an essential role in a healthcare organization. These regulations seek to protect the patients and the healthcare providers in UF Health Florida from a number of health risks. For example, the U.S Government has set up the HIPPA regulation which strives to ensure that patients’ information is protected and can only be accessed and used by authorized users (Simoes, 2015). Besides, the U.S government offers a number of programs such as Medicare or Medicaid that can help in the administration of affordable and effective healthcare in the hospital. In addition, the political stability in the country also allows for the administration of safe healthcare services. Corruption is another political factor that tends to undermine effective healthcare delivery in the hospital.
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Economic Factors
Interest Rates
Inflation
Taxation
Unemployment rates
Education level in the country
Skill level of the hospital workforce.
The economic factors play an essential role in the determination of the aggregate demand and the aggregate supply of healthcare services in a country. Ideally, these factors allow UF Health Florida to determine the suitable trajectory towards growth and development in the state. Ideally, the assessment of these factors can be used to forecast growth and identify the key factors that should be implemented to ensure that the hospital can counter any economic challenges.
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Social Factors
Increasing age of population and cardiovascular diseases
Public or patient activism that is engineered by social media platforms.
Education Level
Cultural Differences
Society and culture are an essential part of the healthcare industry. Share beliefs and attitudes of the population play an essential in how UF Health Florida marketers can understand the demand and supply of healthcare services. Besides, these social factors provide a proper foundation that allows the healthcare organization to design a marketing message for the public. For example, cultural difference plays a crucial role in the delivery of healthcare. As such, UF Health Florida can mention its inclusive nature in ensuring that all patients regardless of their nationalities, religion and ethnicities are served.
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Technological Factors
Technology communication and infrastructure such as EHR(Cooper, 2019).
Consumer access technology such as social media
Research and innovation in cancer
Recent technology development by competitors.
The healthcare consumers in UF Health Florida do not just want excellent care but also desire convenience, ease, and choice of delivery. Over the past decade, consumers craving convenience has spurred the enormous growth of digital technology in the healthcare industry (Cooper, 2019). The technological factors provide an excellent opportunity for growth in UF Health Florida. Essentially, these factors can be utilized as strategies for bringing in better solutions that can ensure the fast, efficient and safe delivery of medical services to the consumers. As such, UF Health Florida can analyze these factors to ensure that its technological level is up to date.
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Legal Factors
Discrimination law
Employment law
Health and safety law
Data protection laws such as, HITECH Act and HIPAA (Simoes, 2015).
Intellectual property.
Legal and regulatory requirements also form an essential part of the UF Health Florida. With the ongoing growth in population and the advancement in technology, the government is increasingly coming up with new regulations to ensure that the healthcare organization can deliver safe and efficient healthcare services. These legal factors create a robust environment that ensures the protection of patients and healthcare professionals. For example, the HITECH Act and the HIPAA are essential regulations that strive to ensure maximum security of patient information (Simoes, 2015). Besides, the employment law seeks to ensure that healthcare professionals in the organization are not mistreated.
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Environmental Factors
Weather and climate change
Environment regulation laws(floridadep.gov, 2019).
Air and water pollution regulations at the hospital
Waste Management.
Different markets are known to have different norms and standards that affect the profitability of organizations. The state of Florida is keen on its environment. As such, it has imposed regulations that require healthcare organization including UF Health Florida to adopt (floridadep.gov, 2019). As such, these factors affect the operations of UF Health Florida by ensuring that the hospital’s means of healthcare delivery are within the structured environmental laws of the state. For example, the Air and Water pollutions regulation strives to ensure that the hospital has the proper measures in place to ensure reduced water and air contamination.
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References
Blumenthal, D. (2017). How the New U.S. Tax Plan Will Affect Health Care? Harvard Business Review. Retrieved From: https://hbr.org/2017/12/how-the-new-u-s-tax-plan-will-affect-health-care
Blumenthal, D. (2017). Is M&A the Cure for a Failing Health Care System? Harvard Business Review. Retrieved From: https://hbr.org/2017/12/is-ma-the-cure-for-a-failing-health-care-system
Cooper, P. (2019). Why Technology In Healthcare Is A Balancing Act For Patients And Providers. Forbes. Retrieved From: https://www.forbes.com/sites/forbestechcouncil/2019/05/22/why-technology-in-healthcare-is-a-balancing-act-for-patients-and-providers/#73693c5d30c7
floridadep.gov. (2019). Laws and Regulations. Retrieved From: https://floridadep.gov/rcp/fcmp/content/laws-and-regulations
Simoes, E. (2015). Health information technology advances health care delivery and enhances research. Missouri Medicine, 112(1), 37.
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Customer Liaisons Case Study
Kanajah Blake
Health Services Admin Capstone :HSA 599
Donna Levesque
Strayer University
July 22, 2019
Introduction
For Krisna Hospital to maintain a competitive advantage in the healthcare marketplace, it is essential that its management examines the environmental factors that influence its development. Once the management understands both internal and external factors that impact the operations of the hospital, it will be able to come up with a conclusive and efficient decision. Therefore, Amrita and Krisna Hospital, in general, should analyze and understand the internal and external factors that significantly influence their business.
External Environmental Forces
External factors are those which the hospital has no control over but equally affect its business operations. However, it is essential to put them into consideration so that the hospital can make suitable adjustments to its operations to make it fit into the same external environment (Amuna et al 2017). The external environment is therefore divided into general and task environment, also known as micro and macro factors.
For Krisna Hospital, the most crucial external environmental factor to put into consideration is the customers. Customers form one of the most fundamental elements of a business. Satisfying customer demands almost definitely lead to a successful organization. It is the reason businesses usually strive to tailor their operations to the interests of their customers.
Similarly, Krisna Hospital needs to tailor its operations to the needs of the customers. The hospital already identified the needs of the customers; a more simplified interpretation of their diagnoses than that which they get directly from the doctors (Amuna et al 2017). Even at the moment of the dilemma, customers still feel like their needs are being addressed by the patient care executives (PCEs). Thus, it is essential for the management to ensure that it considers this before coming to a decision regarding the PCEs.
The next external element to evaluate is competition. Competitors play an important role in influencing the way an organization designs its policies. Similarly, the primary objective of any enterprise is to usually stay above its competitors. In the healthcare industry, which is one of the most competitive fields, corporations strives stay at the top through constant innovations as well as the provision of quality services (Fernandez & Rainey, 2017).
Krisna hospital is no exception. The brining in and implementation of the PCEs idea has helped it leap a great margin in terms of gaining a competitive advantage. At the same time, it is a unique way of responding to the needs of its customers thereby catering for two internal environmental factors; competitive advantage and customers.
Hence, it has to look at the competitive aspect of the issue of PCEs before arriving at a decision. For this case, not many hospitals have customer liaisons. Therefore, the aspect of the competition will significantly impact the decision of the management regarding PCEs (Fernandez & Rainey, 2017).
This is because, despite the high turnover rates of the doctors, the hospital has been getting more referrals and keeping its customers since the inception of the PCEs. However, a lot more factors other than satisfying customer needs and gaining competitiveness come in play. It is the reason the hospital is in a dilemma of whether or not to get rid of the PCE position.
Internal Environmental Forces
Internal environmental factors are those tangible and intangible elements that an enterprise has control over since they happen within the company. In many cases, these internal factors are categorized as strengths and weaknesses (Fernandez & Rainey, 2017). A factor that inhibits the development of the franchise is considered as a weakness while that which positively impacts the company is a strength. As a result, numerous factors form the internal business environment since that is where most of the strategizing and action takes place. However, human resources, as well as innovation, form the essential factors that the leaders of Krisna Hospital need to consider.
In the contemporary business world, human resource is one of the most valuable company treasures. For this reason, businesses invest in human resource just as much as they invest in meeting the needs of customers for them to realize profits (Fernandez & Rainey, 2017). The human resource brings with it skills and ideas that propel corporations forward.
Without an effective human resource, customers do not get satisfaction from the products and services of a company, and the result is a loss. It is the reason that during early stages of the establishment of an enterprise, human resource comes second after the business owner identifies the customers. As a result, businesses strive to create a conducive environment for its human resource as one of the ways of gaining a competitive advantage and satisfying the needs of its customers.
For instance, Krisna Hospital is determined to make the doctors stay because they are the best and have helped in building the reputation of the hospital. The PCEs are also part of the hospital’s human resource whose input has significantly increased Krisna’s revenue by retaining their patients and increasing the number of referrals they get.
Thus, the state of employees can be a strength or a weakness in one’s business. Skilled and motivated employees equal customer satisfaction and more profit to the company. In other words, the state of the human resource of a corporate influences every part of the business (Zinovieva et al, 2016). For that reason, businesses usually strive to train their employees to ensure they are competent. Other times, they motivate them and create a conducive environment to improve their productivity.
The crisis at Krisna Hospital is about human resource. The doctors feel that the PCEs are undermining them while the PCEs think that the doctors are greedy. There is an issue of attitude among the most crucial employees of Krisna. Thus, the matter requires immediate address due to the high turnover rates of the doctors.
This is because a hospital needs sufficient and efficient doctors for it to be effectively operational. Therefore, the management of the hospital ought to harmonize the needs of the customers and those of the hospital by finding a solution to the issue of turnover. Human resource is also essential for the institution to remain in business and retain its market share among its competitors.
The next internal issue that Krisna needs to consider is innovation. The idea of bringing PCEs to cater to customers’ needs in terms of simplifying diagnoses was somehow innovative. This is because an innovation refers to the idea of adding something new into the business that improves its operations and also maximizes its profits. Successful innovation, therefore, is the bringing in of an idea that reduces costs, increases productivity, improves brand value, and increases competitive advantage.
In simple terms, innovation should be rewarding to the organization in which it is implemented. Thus, Krisna Hospital is at a crossroad in coming to the decision of whether to terminate the PCEs or continue with them (Zinovieva et al, 2016). The customers are as equally important as the doctors for the hospital to be fully operational. Losing key staff as is the case at Krisna is therefore not in the best interest of the future of the hospital.
Consequently, the hospital has to apply innovation for it to remain competitive or else it stands a high chance of losing its market share to its competitors. If the innovation is going to cost the hospital its doctors, which in turn will hurt its business operations, then it is not worth going forward with. However, with collective thinking and coming up with ideas, the hospital can find level ground for the doctors and the PCEs.
Impact of the Environmental Forces
All the environmental factors, both internal and external mentioned above, are intertwined in terms of their effect on the franchise. However, the factor at stake in the case of Krisna Hospital is a human resource. Any business strategy that affects human resource will, in turn, not only affect the customers, competitors, and innovation but will also affect the entire future business operations of the hospital.
This is because of the lack of doctors, who are the essential part of human resource in a hospital, will adversely affect the quality of healthcare that the customers will receive (Zinovieva et al, 2016). Once the clients do not get quality care from Krisna, they will be forced to move on to the next hospital that provides quality care. With the lack of human resource and few customers, the market share and competitiveness of the hospital will reduce.
On the other hand, the implementation of the PCE idea seems to be the best fit in improving the corporate’s ability to gaining a competitive advantage. Therefore, it will be difficult to eliminate it without jeopardizing the business operations of the hospital (Zinovieva et al, 2016). This is because the patients, who are the customers, are already accustomed to it and have embraced it as a good idea. It is the reason the hospital is retaining its customers and are getting referrals, which is good for business.
In other words, choosing to either get rid of the PCEs to retain the doctors or to go ahead with it and continue experiencing increased turnover is risky for Krisna Hospital. None of the options they have is healthy for their business. Hence, they have to come up with a better way of dealing with the problem after evaluating both internal and external environmental factors.
However, there is less chance they will evade risks. This will force them to do their due diligence collectively and find out the factor that will be least affected and will not impose severe consequences for the operations of the hospital. Such a strategy will require innovation to deal with.
Strategy Recommendation
The management of Krisna Hospital needs to clearly define the roles of the employees to avoid future controversies. After a clear definition of the roles of the PCEs and the doctors, the management should find a way of making both teams understand that their support of one another is crucial for the achievement of organizational goals.
This is because the entire Krisna Hospital wants to achieve a competitive advantage and maintain or even improve its market share (Baumgartner & Rauter, 2017). It is impossible for only one team, either doctors or the PCEs to meet the set goals single-handedly. Each of them may be phenomenal in accomplishing their tasks, but they cannot successfully bring business to the hospital individually. The contemporary business environment is designed in a way that different departments within an organization are interdependent.
For this case, therefore, the doctors need the PCEs to help the patients understand their diagnoses while the PCEs need the doctors to provide quality care to the customers for the sake of the hospital’s reputation. None of the two groups of the employees was hired to outshine the other (Baumgartner & Rauter, 2017). Rather, they are meant to complement one another, compensate for each other’s weaknesses and assist one another whenever it is necessary for the achievement of the common goal of the hospital.
Since the management was not aware of the consequences of bringing in the PCEs beforehand, they might now take time to analyze the changes that each of the departments will have to undergo and prepare them in advance probably through training. In simple terms, the human resource department should implement strategies that will improve employee relations to make Krisna Hospital a stronger enterprise.
Other than training, the human resource department needs to come up with policy guidelines to help the two departments understand their jurisdictions as well as roles. Policies are often an excellent way of helping employees accomplish tasks for the achievement of organizational goals rather than for their own interests like is the case for the doctors and PCEs at Krisna Hospital.
Conclusion
The management of Krisna Hospital is in a dilemma in this situation. However, with strategic thinking, they can easily navigate through the problem and ensure they come up with a solution that will ensure the achievement of organizational goals. The process will take time given the strong convictions of the two parties in question. Nonetheless, its achievement will help the hospital gain competitive advantage by a considerable margin. Thus, it is the role of the management to ensure the solution they design reduces turnover of doctors while keeping the PCEs.
References
Amuna, Y. M. A., Al Shobaki, M. J., & Naser, S. S. A. (2017). Strategic Environmental Scanning: an Approach for Crises Management.
Baumgartner, R. J., & Rauter, R. (2017). Strategic perspectives of corporate sustainability management to develop a sustainable organization. Journal of Cleaner Production, 140, 81-92.
Fernandez, S., & Rainey, H. G. (2017). Managing successful organizational change in the public sector. In Debating Public Administration (pp. 7-26). Routledge.
Zinovieva, C. G., Kuznetsova, M. V., Dorfman, T. V., Limarev, P. V., & Limareva, J. A. (2016). Study of external and internal factors affecting enterprise’s stability. Advances in Systems Science and Applications, 16(1), 62-71.
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Case Study 2:Health Care Needs Real Competition
Kanajah Blake
HSA 599: Health Services Admin Capstone
Donna Levesque
Strayer University
August 19, 2019
Healthcare Needs Real Competition
Introduction
Beta healthcare is a fictitious facility that is attempting to eradicate the challenges that are caused by diminishing competition, such as high costs of healthcare and poor service delivery. As the administrator of this hospital, it is my requirement to keep up with competition and stay competitive in the industry. This is important bearing in mind that all stakeholders who take part in the running of the healthcare industry often play a significant role in the creation and maintenance of the industry growth morale. However, despite the dedication of service providers, the healthcare system is unreliable, chaotic, and expensive, owing to diminishing competition in the sector (Dafny & Lee, 2016).
There is a need for an increased level of competition in the industry in order to spur innovation, improve efficiency and quality, and reduce the ever-rising costs in the industry. While industry executives may think that there is more than enough competition, others are of the idea that the level of competition in the healthcare industry must continue increasing in order to maintain the relevance of the industry (Dafny & Lee, 2016). There is room for improvement in the industry, and the level of competition must continue increasing.
This paper will evaluate the mission and vision as well as the goals that are aligned with Beta healthcare organization. It will provide strategic adaptive strategies, service delivery, and support components which are essential to the achievement of the stipulated goals and objectives. The team will also provide an approach that will be utilized in the maintenance of the selected strategies that have been listed in order to achieve the company vision and mission.
Mission and Vision Statement and Strategic Goals
Beta Healthcare is a private facility that provides healthcare treatment to a wide array of people on a daily basis. This is a well-organized institution with the mandate of taking care of its patients while providing them with quality services. The company has an efficient management portfolio, and the hospital has a good reputation for providing the best healthcare services in the area. This has been guided by the company’s mission, which is to provide quality healthcare to every patient in the facility through the delivery of safe and effective products. The company strives to create strong relationships with its clients through the provision of quality products and services. The vision of Beta Healthcare is to promote integrity and become the leading healthcare system that is dedicated to the transformation of people’s lives through the provision of excellent quality and employee commitment. The stated mission and vision of the company will contribute to the growth of competition that will necessitate improvement of the services provided to patients.
The company has many strategic goals, although the paper will focus on the goals that are associated with the stipulated mission and vision. The first goal is to promote inclusivity, the integrity of the organization, and open communication in the organization. This goal will help to ensure that all employees work together collaboratively and promote respect with each other to the actions of the institution towards the community and the patients (Dafny & Lee, 2016). This will help the institution to maintain a healthy working environment that will enable the employees to perform organizational tasks optimally.
In order for the facility to become the leading healthcare system in the region, the institution must ensure that the employees get access to education and training opportunities that will improve their ability to provide enhanced healthcare services to the patient. The third goal is to reduce the patient’s waiting time in order to provide quality healthcare services. Reducing the waiting time will go a long way in increasing patient satisfaction and will increase the chances of gaining the loyalty of the patients.
Strategic Adaptive Strategies
Adaptive strategies refer to the various plans that are laid out by an organization in a bid to determine how it will respond to different changes in the industry that it competes with. This approach is often characterized by continuous improvement, development, and flexible responses to change. Adaptive strategies in the healthcare industry should involve adopting advanced technologies in order to achieve the goal of quality services to the population. Adaptive technologies will help the organization to achieve the stipulated goals of advanced healthcare and reduced waiting time.
One of the institution’s strategic goals is to provide the employees with training and education opportunities to enhance their ability to provide the public with improved healthcare facilities. In order to achieve this, the administration should consider enrolling the staff in continuous training to ensure that every individual develops in their current position to promote growth in the company. Improved services will create a competitive advantage, which will give the company an edge over its competitors. The clinicians and administrators in the company will show the capability to provide the patients with the best patient care, which will go a long way in achieving the organizational goals.
The implementation of technological innovation is the other adaptive strategy that should be implemented to facilitate the achievement of the organization's strategic goals. Technological advancement will enhance the speed and efficiency of delivery, which will improve service delivery and reduce the behavior of having long queues at the waiting bay. This is important in that the implementation of technology in the institution will help to address the issues associated with few employees, an aspect that will expedite the slow delivery of services. Technology will enhance documentation and retrieval of information which will aid the achievement of the strategic goal of providing quality healthcare services.
Technological innovation and training of employees are essential to Beta Healthcare in that they will facilitate the achievement of the vision and mission of the organization. Understanding the working of the institution and the requirement of each individual will ease the delivery process, making provision of healthcare services efficient. The administration should also facilitate the recruitment of qualified employees to ensure efficient execution of the facility activities.
Service Delivery and Support Components
Service delivery refers to the policies, principles, and standards that guide the development, operation, and deployment of service delivery by a provider whose main view is to provide a consistent experience to a particular community or population. According to Subashini & Kavitha, (2011), this is a component of business that stipulates the interaction between clients and providers whereby the providers offer a service in which the patient may find value or fail to find value. Subashini & Kavitha (2011) stipulates that providing clients with efficient service delivery facilitates an increase in the worth and value of an institution.
When an organization provides efficient services, it becomes competitive and creates the need for other healthcare facilities to improve their services. An organization that is geared towards enhanced delivery of services must have an advanced information technology infrastructure. This will specify the roles and responsibilities of every individual towards the achievement of organizational goals and objectives.
Every organization should ensure a complete overhaul of its preventative care department to enhance service delivery. Educating the clinicians among other employees will help them to understand the importance of preventing infections rather than treating them. Revamping the emergency area will reduce the need for vaccinations and treatment for other infectious diseases. This will reduce the overall costs involved in the purchase and provision of healthcare services (Gaynor & Vogt, 2000). Preventative mechanisms will reduce the costs of maintaining long queues at the facility in that few patients will need to visit the emergency room in need of vaccines among other treatments.
The specified organizational goals can be achieved with the help of an efficient support component that can be attained through the implementation of leadership incentives and roles effectively. The availability of leadership roles in every department provides the staff with the motivation that is needed to offer quality tasks to the best of their abilities (Gaynor, 2007). Career development is another support component that is essential to the achievement of the organizational goals in the facility. Employees who have been provided with training and education will remain loyal to the facility and will have more opportunity to provide healthcare services effectively. Happy employees are more likely to achieve organizational goals and objectives. Another support component of importance is to increase employee accountability. Accountability at the place of work is important in that it will enable every stable to the patients and to themselves, which will enhance service delivery.
These activities are important in that they will promote an enhanced sense of communication, and there will be an efficient flow of act
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