The Business Process Perspective

Reading header : BUSINESS PROCESS PERSPECTIVE

Business Process Perspective

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Introduction

Duke University 's Children hospital was operating on a strategy to reduce loses through saving on costs . This strategy was a cost cutting approach . It had , on that matter , reduced its staff and the other resources . This had led to deterioration of service and customer dissatisfaction because the patients were not being served well . The hospital was loosing its credentials of offering services to the community , in addition to making losses . Meliones discovered

that the real problem was that the staff and departments were focusing on meeting their own `personal ' goals other than working as a group and he saw the need to turn things around . Also , the hospital in general , had a working framework of thinking as a non profit-making organization which made things worse still . He saw the need to have the whole view becoming to acting as profit making organization , to begin accomplishing their role of satisfying the community with their care and help . As the Chief Medical Director , he began initiating on a project aimed at having the things change , first by outlining a strategy around by first focusing on the hospital 's mission to fulfill the health needs of the community , and he knew that for clinicians , their role was to restore health and administrators to mind the costs . To begin with , they focused on the hospitals situation in reality and discussed it with the clinics on having the patients receive good care , about their stressing financial position , and showing them the raw data . The clinicians got the sense why it was important to improve on the issues for their own benefits patients and the whole program . A no margin-no mission mantra was adopted . They developed a practical management approach to get the administrators on board . A score card was developed based on four pillars financial improvement , satisfying their customers , internal business procedures and satisfying the employees . Clinicians were explained to their and need to balance all these spheres . This was important so that they could not lose focus on some areas while emphasizing on others . Most of the implementation or ideas were developed by consensus . A pilot project was required reorganization of the hospital , development of an information system , redesigning of work and most of the difficult work entailed convincing the employees to working in a different way and some including the administrators resisted it at first . Managers and doctors saw the need to work as a team as a threat to their power previously held and the system as not workable and one cardiologist used to storm out of meetings due to dissatisfaction at first

Analysis

The hospital developed a balanced score card that would help them focus on covering the major issues in the hospital in to fulfill its missions of providing health , satisfy their customer and improve on performance of staff . The score card focused on improvement in financial performance , satisfaction of the employees and...