Teams provide many things to a health care facility, as well as any other successful business. Teams are used in many different ways in other industries, such as the military, for example. This sets examples for the health care industry as to how teams might be used similarly there compared to somewhere like the government jobs. However, nothing is easy like saying the alphabet. In any industry, conflict does arise, and having the knowledge of problem solving is very good to have in order to make an educated decision for the health care organization. Goals
In the call center, there is an extensive amount of money to be used for improving the quality of care, and customer’s satisfaction. Goals need to be set in order for the $20,000 to be used wisely. Teamwork is the answer to this. To improve quality of the product, and to increase customer satisfaction, everyone has to be able to work together very well to reach the goals of the company. So far because of this teamwork, the call volume has increased immensely. Managers in the call center have a process they follow, called the Five Step Planning process, which enables them to improve teamwork, which solely improves quality and satisfaction.
Five Step Planning Process “At its most basic, planning is decision making”. (Donald J. Lombardi, John R. Schermerhorn, Brian Kramer; 2007, John Wiley & Sons Inc. ). The five step planning process is used in order to make the best decisions possible when making decisions within an organization, as well as help out with any conflicts that may arise during the process. It is a support system for problem solving and breaks down how to do it with as little conflict as possible. Step one of the process is to identify and define the problem.
This is where information is gathered, evaluated, and is deliberated. Doing so defines any problems correctly and can be taken care of efficiently without complications along the way. Step two of the process is to generate and evaluate possible courses of action. In this step, managers “can begin formulating one or several potential solutions”. (Donald J. Lombardi, John R. Schermerhorn, Brian Kramer; 2007, John Wiley & Sons Inc. ). More information may need to be gathered and analyzed before going to the third step of the process, which is choosing a preferred plan of action.
In the third step, a decision is made with selecting a specific course of action. In the fourth step, implement the planned course of action, actions are established and implemented to meet the final goal. Nothing new is able to happen unless action is taken. Managers should have the ability to be able to have the determination and be creative in order to implement the planned course of action. Finally, the fifth and final step of the process is evaluating the results. What happens is the accomplishments with the original objectives are compared to what has been come up with.
Both the positive and negative sides should be kept in an open mind, before a final decision is made to stick. Look Outside the box Looking at how other businesses are ran and how the make teamwork better is a way to improve customer satisfaction. Teamwork is used in different ways in other industries, such as the military, for example. They use teamwork to the full extent because in their world, it may mean life or death. Jane Dyer, a veteran, states “Teamwork is a fundamental lesson in the military. At basic training, you learn about being the member of a unit”.
She also states that after you leave that basic training, you are still responsible for your unit and whether or not you like a team member, you will still honor and protect each other. The military is so tightly compact, they are like a family. This sets examples for teamwork in the health care organizations because whether or not you like a team member, that does not mean you cannot help the company you work for succeed along with yourselves. The military’s company is the United States. Should they not work together well, they could die and others lives would then be at stake.
It is the same concept with businesses. Should the team not work together well and improve, then one, the company ends up dying, then everyone working loses their jobs. Just because one industry is different than the other, they could very well learn important lessons about team work from each other. Conclusion Industries around the world are very different but also alike in so many ways. The military is a great industry to look at for things like team work, because the health care industries can learn how to improve their quality of care and customer (patient) satisfaction.
Having that extra money can benefit the companies when they focus on improving team work alone. Lessons are learned all around. References: Donald J. Lombardi, John R. Schermerhorn, Brian Kramer; 2007, John Wiley & Sons Inc, “Managerial and Supervisory Planning: Preparing for the Road Ahead”; retrieved from https://ecampus. phoenix. edu/content/eBookLibrary2/content/eReader. aspx Jane Dyer, 2010, “The military shows the importance of teamwork”; retrieved from http://www. mydd. com/users/jane-dyer/posts/the-military-shows-us-the-importance-of-teamwork