problem #2
DESCRIPTION
Problem #2. Do the same as in the previous problem for a hospital with the following activities and relationships Physician/patient Nurse/Patient Billing Medical Records Lab tests Admissions Diagnostic Tests. High. High. Physician /Patient. Nurse /Patient. Admissions. Production - PowerPoint PPT PresentationTRANSCRIPT
Problem #2
• Do the same as in the previous problem for a hospital with the following activities and relationships– Physician/patient– Nurse/Patient– Billing– Medical Records– Lab tests– Admissions– Diagnostic Tests
Sales Opportunity
High
Low
High
Low
ProductionEfficiency
Low High
Lab Tests
Diagnostics
Medical Records
Degree of Customer ContactReactive SystemPermeable
SystemBuffered Core
Billing
Nurse/Patient
Admissions
Physician /Patient
Problem #5
• What are the differences between high and low customer service businesses , in general, for the dimensions listed below?
Low CCS Business High CCS Business
Worker Skill
Capacity Utilization
Level of Automation
Low CCS Business High CCS Business
Worker Skill Technical skills are enoughMust be able to interact and
communicate with customers
Capacity UtilizationCapacity must be utilized to
match demand
Capacity can be utilized on average demands at some
points
Level of AutomationHigh level of automation
for efficiency
Level of automation need not be high since customer
is priority