Homework: Healthcare Organization Aetna Essay.

Healthcare Organization Research a health care organization or a network that spans several states within the U.S. *Aetna Health care Prepare a 1,000-1250-word paper that focuses on the organization or network you have selected: *Aetna Health care. Review “Singapore Airlines Case Study.” Your essay should assess the readiness of the health care organization or network in addressing the health care needs of citizens in the next decade and include a strategic plan that addresses issues pertaining to network growth, nurse staffing, resource management, and patient satisfaction. Provide a comparison to the health care organization or network and the Singapore Airlines. Include any cultural issues that may influence the practices listed above. Prepare this assignment according to the APA guidelines found in the APA Style Guide, located in the Student Success Center. An abstract is not required. This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion. The Case Study must be about a Healthcare Organization – Aetna Healthcare Research a health care organization or a network that spans several states within the U.S. Aetna Healthcare Follow the Grading Rubric Closely and include all required information Suggestion: use headings to indicate which portion of the information is included in the content of the paper as follows: Title of the Organization Case Study • Under this section present an overview of the organization Readiness to Address Healthcare Needs of Citizens • Under this section discuss how this organization is working to improve the health of citizens or their clients/patients Strategic Plan for Network Growth • Under this section address how the company plan to grow and/or network with other organizations Strategic Plan for Nurse Staffing Issues

• Under this section address what the organization is doing to prevent/resolve nurse staffing issues?) Strategic Plan for Resource Management • Under this section address how the organization use its financial resources Strategic Plan for Patient Satisfaction • Under this section address how this organization works to improve patient satisfaction Comparison to Singapore Airlines Case Study • Provide a comparison to the health care organization or network and the Singapore Airlines. Include any cultural issues that may influence the practices listed above. Singapore Airlines Case Study (Student paper) Singapore Airlines was created in 1972 following a separation from Malaysian Airlines. In the wake of reorganization, Singapore Airlines undertook aggressive growth, investing and trading to maximize profitability and expand market share. Through this change, a new company philosophy emerged, “Success or failure is largely dictated by the quality of service it provides” (Wyckoff, 1989). By reinventing the company infrastructure and introducing new initiatives focused on excellence in customer service, Singapore Airlines became a global leader in the service industry, elevating existing standards among competitors. Evaluation of Workforce Management Program The strategy widely utilized by Singapore Airlines to ensure differentiation in an increasingly competitive market was its attention to in-flight service. “Good flight service [was] important in its own right and is a reflection of attention to detail throughout the airline” (Wyckoff, 1989).

This statement perpetuated the belief that excellence in service was directly tied to the careful selection and individual performance of in-flight crews charged with the responsibility of fulfilling the needs of individual passengers and exuding the levels of service demanded by the organization. Applicants destined to work as flight stewards were drawn from a very young population, typically spanning the ages of 18-25 years of age with high school equivalency against the English system of education. Selection of applications was competitive largely due to the degree of skill, poise, and experience required of its candidates. These policies led to the on-boarding of a highly skilled and youthful workforce with positive attitudes and a willingness to be trained. Critique of this approach revealed several disadvantages. The most significant being the potential for greater turnover when hiring a younger population as opposed to an older, more experienced crew. Experience alone would play some role in the development of new employees, as greater experience would bring greater poise and confidence. However, in light of the predominant population Singapore Airlines catered to, a younger in-flight crew would remedy the awkwardness likely to be encountered by older clients being served by older crew members. In addition, a younger crew would likely be more accepting of new procedures and less cynical of the requirements of employment. In light of the young demographic most desired in this role, recruitment, training and “conversion” processes were both stringent and comprehensive. All aspects of in-flight service, including training related to terminology, amenities and food preparation were provided in great detail, as were training for emergency preparedness and response to every potential scenario encountered in the air and on the ground.

Formalized on-boarding, training and continued development were the hallmarks of the comprehensive workforce program. Even well into a crew member’s employment, on-going training and cyclical evaluation provided a mechanism for employees to be aware of individual performance and gain exposure to methods of continuous improvement. With an on-going plan of evaluation, communication, and development, the workforce was well-positioned for high levels of performance and quality improvements. Homework: Healthcare Organization Aetna Essay.

Though it would seem that Singapore Airlines’ work management program suited the organization well, it greatly narrowed the pool of applicants and kept many, well-qualified and experienced candidates from positions that would create diversity among the largely homogeneous workforce and place the organization in a better position to serve populations whose ethnic origins were not of Asian descent. If the organization aims to be the leader in an increasingly global marketplace, the workforce must mirror the diverse needs and perceptions of the greater population. Advertising Campaign Singapore Airlines is known in the airline industry for its quality of service. This emphasis on customer service and customer satisfaction is largely reflective of the Asian culture for which

the company embodies. Attention to detail, impeccable presentation, and care for others are traits synonymous with countries of Asian heritage. Similarly, Asian countries revere conservatism, organization and hierarchy (Allik, n.d.) so, it would follow that young Asian individuals demonstrate the same gracious, caring behaviors to others. The expectation of “gentle, courteous service” is consistent with these norms and with the approaches taken by the organization. Homework: Healthcare Organization Aetna Essay.

So much are these standards and stereotypes linked to Asian culture and the epitome of service, that the symbol applied to the airline is that of a young Asian woman. This image is resoundingly more beguiling and traditional, recognized by nearly 50% of consumers over typical marketing imparted by competitors, with a marginal recognition of 9.6%. In light of the positive impact and recognition of the existing marketing campaign, it was considered advisable to retain the current marketing strategy. Systems for Measuring Service Quality Singapore Airlines has two primary components involved in measuring service quality. The first is a system to measure customer complaints and compliments for every 10,000 passengers. The second measurement is a comparative rating of airline services prepared by the International Research Associates (INRA). The first component, customers’ complaints and compliments, stayed relatively the same despite rapid organizational expansion. Homework: Healthcare Organization Aetna Essay.

This type of analysis has shown a generally high satisfaction level but could be skewed due to the vast areas the complaints and compliments could cover; from ticket sales and baggage areas to in-flight crews. To address this concern the complaints were split between the areas. However, to get an accurate barometer of customer satisfaction, it was recommended that the airline conduct routine surveys of customers. Often, customers submitting comments fell into one of two categories; those having complaints or those having compliments. The second component to gauge customer satisfaction involved the INRA surveys. The airline executives paid particular attention to these scores as they indicated levels of satisfaction among the general consumer population and identified areas requiring continuous improvement. In 1973 Singapore Airlines scored 68, in 1974 the company scored 74 and in 1979 they scored 78. The scores of 39 other airlines demonstrated that two other competitors, Cathy Pacific and Thai International, were improving rapidly. This provided one indicator of competitive advantage. In order for Singapore Airlines to stay ahead of their competitors they would need to evaluate their position against industry leaders and determine if changes would be needed to stay competitive, particularly with respect to customer service and customer satisfaction (Wyckoff, 1989). Homework: Healthcare Organization Aetna Essay.

Plan to Introduce Slot Machines Singapore Airlines has responded to many changes in order to differentiate itself within an increasingly competitive market place. One responsive action was to remove sleepers, replacing them with a business class section. Reactions from consumers were less than favorable. The move strayed from what consumers came to expect of elite levels of customer service, which were in large part, due to the attention paid to the personal needs of its elite customers. Although intended to be innovative and distinctive, the inclusion of slot machines on transatlantic flights was another idea met with considerable consumer dissatisfaction. While potentially generating a new stream of revenue, the idea only worked to incite passengers with a new category of charges. In addition to generating cost for the consumer, the machines took valuable space away from seats and posed problems in light of weight restrictions (Time, 1981). These changes only compounded issues and introduced new problems such as the potential for in-flight injury, rather than improving in-flight services. While there was some opportunity for revenue, initially, the gains would last for a season and were not expected to extend out into the long-term. Conclusion The Singapore Airlines Case Study highlights both effective as well as ineffective management approaches within the company. The subsequent analysis and evaluation of company operations and strategies offer a compelling glimpse of organizational design and leadership amid change, as well as provide a platform for future discussions of organizational development and change management. Group evaluation of organizational design, organizational decision-making, and organizational process at Singapore Airlines yielded some recommendations for new approaches to address complaints, become more mainstream in an increasingly diverse market space, and become more innovative without losing sight of the customer service focus that has made Singapore Airlines so successful. Health Organization Case Study 1 Unsatisfactory 0.00% 80.0 %Content 30.0 %Case Case study study assesses assesses the the readiness of readiness of the the health care health care organization or organization or network in network in addressing the addressing the health care health care needs needs of citizens of citizens in the in the next next decade is not decade provided. 2 Less than Satisfactory 75.00% 3 Satisfactory 79.00% Case study assesses

Case study the readiness of assesses the the health care readiness of the organization or health care network in organization or addressing the network in health care needs addressing the of citizens in the health care next decade is needs of citizens offered; however, in the next relevant decade meets information is the basic criteria missing as for the indicated in the assignment as assignment indicated in the instructions. assignment instructions. 10.0 %Case Case study Case study Case study study includes a including a including a including a strategic plan strategic plan that strategic plan that strategic plan that addresses addresses issues addresses issues that addresses issues pertaining pertaining to pertaining to issues pertaining to network network growth is network growth is to network growth not provided. provided; growth; meets however, relevant the basic criteria information is for the missing as assignment as indicated in the indicated by the assignment assignment instructions. instructions. 10.0 %Case Case study Case study Case study study includes a including a including a including a strategic plan strategic plan that strategic plan that strategic plan that addresses addresses issues addresses issues that addresses issues pertaining pertaining to nurse pertaining to nurse issues pertaining to nurse staffing staffing is not staffing is to nurse staffing offered. provided; meets the basic however, relevant criteria for the information is assignment as missing as indicated in the indicated in the assignment assignment instructions. instructions. 10.0 %Case Case study Case study Case study study includes a including a including a including a strategic plan strategic plan that strategic plan that strategic plan that addresses addresses issues addresses issues that addresses issues pertaining pertaining to pertaining to issues pertaining to resource resource resource to resource management management is not management is management provided. provided; meets the basic however, relevant criteria for the 4 Good 89.00% 5 Excellent 100.00% Case study assesses

Case study assesses the readiness of the readiness of the the health care health care organization or organization or network in network in addressing the addressing the health care needs health care needs of of citizens in the citizens in the next next decade meets decade is offered in all criteria for the detail, while assignment, as demonstrating indicated in the higher level thinking assignment by incorporating instructions, and is prior learning or offered in detail. reflective thought. Case study Case study including including a a strategic plan that strategic plan that addresses issues addresses issues pertaining to pertaining to network growth; is network growth; offered in detail, meets all criteria while demonstrating for the assignment, higher level thinking as indicated in the by incorporating assignment prior learning or instructions, and is reflective thought. provided in detail. Case study including a strategic plan that addresses issues pertaining to nurse staffing meets all criteria for the assignment, as indicated in the assignment instructions, and is provided in detail. Case study including a strategic plan that addresses issues pertaining to nurse staffing is offered in detail, while demonstrating higher level thinking by incorporating prior learning or reflective thought. Case study Case study including including a a strategic plan that strategic plan that addresses issues addresses issues pertaining to pertaining to resource resource management is management meets offered in detail, all criteria for the while demonstrating assignment, as higher level thinking information is assignment as indicated by the by incorporating missing as indicated in the assignment prior learning or indicated in the assignment instructions, and is reflective thought. assignment instructions. provided in detail. instructions. 10.0 %Case Case study Case study Case study

Case study Case study including study include a including a including a including a including a a strategic plan that strategic plan strategic plan that strategic plan that strategic plan strategic plan that addresses issues that addresses addresses issues addresses issues that addresses addresses issues pertaining to issues pertaining pertaining to pertaining to issues pertaining pertaining to patient satisfaction to patient patient patient satisfaction to patient patient satisfaction is offered in detail, satisfaction satisfaction is not is provided; satisfaction meets all criteria while demonstrating provided. however, relevant meets the basic for the assignment, higher level thinking information is criteria for the as indicated in the by incorporating missing as assignment as assignment prior learning or indicated in the indicated in the instructions, and is reflective thought. assignment assignment provided in detail. instructions. instructions. 5.0 %Essay A comparison An incomplete A summary A discussion is A detailed and clear provides between a health comparison comparing a presented discussion is comparison care organization between a health health care comparing a health presented between health or network and care organization organization or care organization comparing a health care Singapore Airlines or network and network and or network and care organization or organization or is not presented. Singapore Airlines Singapore Airlines Singapore Airlines. network and network and is presented. is presented. Minor detail is Singapore Airlines. Singapore There are needed for clarity. Airlines inaccuracies; more information is needed. 5.0 %

Cultural Cultural issues Cultural issues Cultural issues Cultural issues Cultural issues issues that may influencing influencing influencing influencing influencing influence proposed practices proposed practices proposed proposed practices proposed practices practices are are not presented. are referenced. practices are are discussed. are thoroughly discussed More information is summarized. General discussed. Detailed needed to Some information information and information and establish how they or support is support is provided support is provided influence the needed to to establish how to establish how proposed establish how these influence the these influence the practices. There these influence proposed practices. proposed practices. are inaccuracies. the proposed practices. 15.0 %Organization and Effectiveness 5.0 %Thesis Paper lacks any Thesis and/or main Thesis and/or Thesis and/or main Thesis and/or main Development discernible overall claim are main claim are claim are clear and claim are and Purpose purpose or insufficiently apparent and forecast the comprehensive; organizing claim. developed and/or appropriate to development of the contained within vague; purpose is purpose. paper. It is the thesis is the not clear. descriptive and essence of the reflective of the paper. Thesis arguments and statement makes appropriate to the the purpose of the purpose. paper clear. 15.0 %Organization and Effectiveness 5.0 %Paragraph Homework: Healthcare Organization Aetna Essay.

Paragraphs and Development transitions and Transitions consistently lack unity and coherence. .No apparent connections between paragraphs are established. Transitions are inappropriate to purpose and scope. Organization is disjointed. 15.0 %Organization and Effectiveness 5.0 %Mechanics Surface errors are of Writing pervasive enough (includes that they impede spelling, communication of punctuation, meaning. grammar, Inappropriate language use) word choice and/or sentence construction are used. 5.0 %Format 2.0 %Paper Format (use of appropriate style for the major and assignment) Some paragraphs and transitions may lack logical progression of ideas, unity, coherence, and/or cohesiveness. Some degree of organization is evident. Paragraphs are generally competent, but ideas may show some inconsistency in organization and/or in their relationships to each other. A logical There … Homework: Healthcare Organization Aetna Essay.