Research a health care organization or a network that spans several states within the U.S. (Example: United Healthcare, Vanguard, Banner Healthcare, etc.).
Harvard Business Review Online and Hoover’s Company Records. You may also find pertinent information on your organization’s webpage.
Review “Singapore Airlines Case Study.”
Prepare a 1,000-1,250-word paper that focuses on the organization or network you have selected.
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.
Prepare this assignment according to the APA guidelines found in the APA Style Guide. An abstract is not required.
Singapore Airlines Case Study
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.
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. 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. 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).
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.
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Pathophysiology, health and medicine homework help
/in Uncategorized /by JosephYou are expected to present your initial topic including, but not limited to, the following items:
Topic:
Please use at least 3 references
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Lab Report: Construction Layout
/in Uncategorized /by JosephLaboratory assignment will be completed as TYPED reports with the following sections:
1. Project (location, description, participants)
2. Project Conditions (project status, weather, on day visited)
3. Answers to specific questions for the lab
4. Summary and conclusions
The lab report can be as long as needed in order to complete the assignment. Professional
work is expected. Use a table of contents, figures and tables should be referenced and
have captions, and so on. You may have attachments, which should be neat, clean, and
firmly attached
Figures: Project description with photos and maps as needed, provide photos for all items
requested.
Safety toolbox: Reference OSHA section numbers, answer all questions with sufficient detail,
use appropriate figures.
2. Appearance and organization:
Professional Appearance: Typed, not congested, not much empty space, use paragraphs
Well organized/easy to find things: TOC, LOF, page numbers, section titles, items discussed in
correct order, attachments well organized.
Use of figures: Figures and tables are numbered, captioned, and referenced in the text, set in
line with text (do not wrap with text).
3. Language: Use technical writing style, short and clear sentences, use correct spelling and grammar, use
paragraphs.
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Electrostatics HW
/in Uncategorized /by Joseph1. A solid sphere with radius R has a uniform charge density p. Find the electric field both inside and outside the sphere. (Hint: Outside the sphere, Qenc does not depend on r anymore.)
2. An infinite plane slab of thickness 2H has a uniform charge density p , wherez is defined to be at the center of the slab. In the z direction, the slab extends from z = -H to z = +H. Find the electric field both inside and outside the slab. (Hint: Outside the slab, does not depend on z anymore.)
3. Consider a volume that corresponds to a section of a sphere with radius R. The spherical section spans from and . This volume has a non-uniform charge density . Find the total charge of the given volume.
Some characters are not appeared here. Please see the attached file below.
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Aging report
/in Uncategorized /by JosephYou must write a 3-4 page report (double-spaced, 12-point font) on an aging issue related to public health and explain its relevance to public health practice. You may pick any issue you wish.
In addition to this report (type this after the report and include, with a heading, in this document), discuss the issues of older adults with respect to receiving health care in hospitals. Specifically, address what was brought up in the film regarding communication with providers and the often lack of ability to get full communication, understanding, and recognition of rights. How does this affect the quality of care for older individuals as well as their satisfaction or distrust of health care? Provide examples and cite these sources.
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public speaking class, writing homework help
/in Uncategorized /by JosephWhen you are gathering and interpreting information about receivers, you are conducting an ________________________.
You can easily reach, influence, motivate, or entertain an audience without knowing about its members T OR F
Why is it important to be an audience-centered speaker?
The age of the audience is rarely a factor to consider. T OR F
What might happen if you speak below an audience’s knowledge level?
At which stage in the interview is rapport (or first impression) built? OPENING,BODY,CLOSE,OUTLINE
A ______________ is similar to a persuasive presentation in a business setting. BRIEF,PITCH,REPORT,ARGUMENT
A needs analysis is used to:?
Determine the target audience’s current skill level
Decide on the outcomes or goals sought
Set the criteria or skills level for determining if the goals of the training session are fulfilled
All of the above
How much of communication is nonverbal? 50%,66%.95%,25%
___________________ is the study of space and the way people use and perceive it.
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Autism, powerpoint presentation help
/in Uncategorized /by JosephIn this assignment, you will be developing a presentation on childhood diseases that exist in adults. And the disease I have chosen is Autism. This is a power point presentation. I am attaching the PowerPoint outline as well as the rubric.(Requirements are specified clearly in the Rubric. You may change the outline to fit the Requirements)
The PowerPoint is already outlined just research and fill them up. slides should contain bullet points. Detailed information about each slide should go in the notes section below which should also have APA style references of the sources. So there should be citations in the notes section and the regular Reference page.
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Nursing Leadership and Management
/in Uncategorized /by JosephResearch a health care organization or a network that spans several states within the U.S. (Example: United Healthcare, Vanguard, Banner Healthcare, etc.).
Harvard Business Review Online and Hoover’s Company Records. You may also find pertinent information on your organization’s webpage.
Review “Singapore Airlines Case Study.”
Prepare a 1,000-1,250-word paper that focuses on the organization or network you have selected.
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.
Prepare this assignment according to the APA guidelines found in the APA Style Guide. An abstract is not required.
Singapore Airlines Case Study
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.
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. 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. 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).
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.
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the Enter Sentinel City
/in Uncategorized /by JosephAssignment 4, please do the following:
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ATP (adenosine triphosphate) has been called the energy currency of the cell, questions help
/in Uncategorized /by JosephQuestion 1
ATP (adenosine triphosphate) has been called the energy currency of the cell. Briefly outline the cycle by which energy is stored in and released from ATP. Explain the importance of the phosphate bond to this series of processes. Be prepared to discuss how ATP is critically important to cellular chemical processes.
Question 2
Enzyme action and their importance to life
Enzymes are protein materials that serve to control chemical processes within the cell. Briefly describe how enzymes work and explain their importance to the chemical processes of living organisms. Pick a specific enzyme and describe its function and the importance of that function to life. Discuss how the loss of that enzyme would disrupt living processes? Be prepared to discuss the action and importance of the variety of enzymes used as examples in this discussion.
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Need help with a DQ with two references 300 word count please
/in Uncategorized /by JosephFind an article on a societal factor that is affecting nursing/patient education curriculum. Summarize your article for your classmates in 1-2 paragraphs. Discuss why you chose the article and what we can learn from this trend – how would you use it to improve the quality of nursing/patient education? This article and those posted by your classmates may become the foundation of your paper due in Module 2. Be sure to include the entire citation in APA format. The article you select cannot be from any of the course materials or supplemental readings. Please note: It is a violation of copyright law to post the entire text of the article to an online discussion board. So be sure to post only the citation information so that we can locate it if we are interested in reading more. The article should come from a graduate-level journal, like an advanced practice journal or nursing education journal – not an entry-level journal like AJN, RN, Nursing, etc.
This is what I was thinking:
Making a Case for Systematic Integration of Theory-Based Tobacco Education Into Graduate Psychiatric/Mental Health Nursing Curriculum Rhonda G. Schwindt a,⁎, Daryl Sharp b a Indiana University School of Nursing, Indianapolis, IN b University of Rochester School of Nursing, Rochester, NY
http://dx.doi.org/10.1016/j.apnu.2012.12.004
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