...and a curse—depending on what you make of it. These are interesting times for customer support executives. As the rise of the Internet (and now, mobile Internet) and social networks collide with forces of globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from the dramatic migration of most phone business to the Web to the high-profile outsourcing of agent positions to low-cost countries. To add to it, CxOs are redefining expectations from their service and support operations as they seek to build competitive advantage through distinctive customer service. This white paper discusses the eight megatrends transforming customer support organizations today. Resistance is futile. Taking a passive stance is like trying to ignore a tsunami. Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. So what are these megatrends? Megatrend 1: Customer is royalty; her wish must be your command Megatrend 2: Change is the only constant with mergers, acquisitions, consolidation, outsourcing, and offshoring Megatrend 3: Your agents need 20 pound megabrains to keep up with product proliferation Megatrend 4: There are more devices than people Megatrend 5: Your customers are getting social; get in front of the parade Megatrend 6: Green is the new black; just do it Megatrend 7: The buck stops...
Words: 5356 - Pages: 22
...Institute for Health Technology Transformation Population Health Management A Roadmap for Provider-Based Automation in a New Era of Healthcare Acknowledgements Alide Chase, MS Senior Vice President for Quality and Service Kaiser Foundation Health Plan, Inc. & Kaiser Foundation Hospitals Connie White Delaney, PhD, RN, FAAN, FACMI School of Nursing Professor & Dean Academic Health Center Director, Biomedical Health Informatics (BMHI) Acting Director of the Institute for Health Informatics (IHI) University of Minnesota Don Fetterolf, MD, MBA Principal Fetterolf Healthcare Consulting Robert Fortini VP & Chief Clinical Officer Bon Secours Health System Paul Grundy, MD, MPH Global Director of Healthcare Transformation IBM President Patient-Centered Primary Care Collaborative Richard Hodach, MD, PHD, MPH Chief Medical Officer Phytel Michael B. Matthews Chief Executive Officer Central Virginia Health Network Margaret O’Kane President National Committee for Quality Assurance Andy Steele, MD, MPH, MSC Director, Medical Informatics Denver Health 2 Dear Colleagues, Population health management has been around for a while, but only recently has it gained serious attention from mainstream healthcare organizations. The reason is simple: healthcare reimbursement is changing, and hospitals, healthcare systems, and physician groups must adapt to a new world in which providers are rewarded for meeting quality objectives for their entire patient panel, and not just those actively...
Words: 8702 - Pages: 35
...discusses these and other combinations of technology that significantly overcome the barriers involved and that may be woven together to provide solutions uniquely suited to various competitive situations. KEYWORDS • Consumerism • Patient-provider relationship • Data ownership • Application service providers • Time and cost savings The Internet has created both opportunities and threats that providers of all stripes must eventually confront to remain viable businesses in the new economy. Although business-to-business (B2B) innovations offer great hope in reducing costs and providing other efficiencies, electronically connecting with patients is a particularly challenging frontier where technical hurdles are generally exceeded by political, legal, workflow, and other barriers. However, the rise of consumerism compels a response—one focused on the needs and demands of the patient. JOURNAL OF HEALTHCARE INFORMATION MANAGEMENT®, vol. 15, no. 1, Spring 2001 © Healthcare Information Management Systems Society and...
Words: 5462 - Pages: 22
...Reprinted from PHARMACEUTICAL ENGINEERING® The Official Magazine of ISPE September/October 2011, Vol. 31 No. 5 www.ISPE.org ©Copyright ISPE 2011 The article presents the implementation of a suite of software packages that together provide a total Enterprise project management system. The Science of Project Management: Project Controls Systems Integration by Frederick Cramer, Susanne Keller, Christopher Law, Thomas Shih, and Britton Wolf G The concepts in this article were applied to the ECP-1 Facility, Overall Winner of the 2010 Facility of the Year Awards. For further information on this project, see “Case Study: Genentech’s ECP-1 Bacterial Manufacturing Facility, Overall Winner, 2010 Facility of the Year Awards” in the March/April 2011 issue of Pharmaceutical Engineering. Project Controls Systems Integration Background enentech is among the world’s leading biotech companies with multiple products on the market and a drive to discover, develop, manufacture, and commercialize new medicines to treat patients with serious or life-threatening medical conditions. In 2005, Genentech was ramping-up a build program due to increased demand for existing and new medicines about to come to market. By that time, Genentech had grown from a small biotech company with less than 3,000 employees in 1995 to more than 9,000 employees. It quickly became apparent that an ad hoc approach to project management of capital construction...
Words: 5656 - Pages: 23
...Chapter 1 INTRODUCTION From the caveman, the tribal men and up to the new man of our modern age information has always been the root of all decisions concerning, human activities. But the way of treating information has evolved from ages to ages. We have finally reached the time of Information Technology. At start Information Technology was considered as a new and sophisticated means used in conducting business. With globalization and the integration of national economies, Information Technology has become an inevitable and a ‘must’ tool for conducting business. Today many economies embrace information technology to be more competent and to develop competitive advantages. In this study we will focus on the implementation of e-government: The case of e-judiciary in Mauritius. E-government is the application of IT in the provision of government and services with an aim of minimizing the burden of public administration and the business activities to its citizens. According to Wikipedia, e-government refer to “government use of information and communication (ICT) to exchange information and services with citizen (government- to-citizen, or G2c), businesses (Government-to-business, or G2B), and other arms of government ( Government-to-government, or G2G)”. In Mauritius e-government is available at http://www.gov.mu The component that need to be installed for e-government to be effective include websites for assessment of information, improvement of service delivery, rendering...
Words: 16538 - Pages: 67
...Distribution channel strategy design: Application and implementation in healthcare ANDERS RAVN Master of Science Thesis Stockholm, Sweden 2011 Distribution channel strategy design: Application and implementation in healthcare Anders Ravn Master of Science Thesis INDEK 2012:85 KTH Industrial Engineering and Management Industrial Management SE-100 44 STOCKHOLM Master of Science Thesis INDEK 2012:85 Distribution channel strategy design: Application and implementation in healthcare Anders Ravn Approved Examiner Supervisor 2012-06-21 Mats Engwall Jannis Angelis Commissioner Contact person Clinical Innovation Abstract Healthcare is a very important and intimate service virtually all people use at least at some occasion in a lifetime. It is also highly complex and variable with heterogeneous patients requiring individualised attention in order to be effectively treated. This requires large resources in terms of labour, knowledge, skill, and time which is why in the past, improving productivity has been difficult. Information and communications technology, ICT, has been seen to have potential to improve productivity in e.g. diagnosing, devising treatment plans, communicating with patients and clinical staff, and record-keeping if applied correctly. During mainly the 1990s, the banking sector changed its distribution channel strategy to focus increasingly on Internet banking rather than local branches. If parallels...
Words: 28162 - Pages: 113
...RELATIONSHIP MANAGEMENT | CRM IN BANKING INDUSTRY | Submitted by- Kartikeya Vairagare 046 laxita Chauhan 048 Manvendra Gautam 050 Mohit dave 053 Pranit Bhagat 055 Piyush Shende 057 Shambhavi Singh 078 | Introduction In recent time, we has witnessed that the World Economy is passing through some intricate circumstances as bankruptcy of banking & financial institutions, debt crisis in major economies of the world and euro zone crisis. The scenario has become very uncertain causing recession in major economies like US and Europe. This poses some serious questions about the survival, growth and maintaining the sustainable development. However, amidst all this turmoil India’s Banking Industry has been amongst the few to maintain resilience. The tempo of development for the Indian banking industry has been remarkable over the past decade. It is evident from the higher pace of credit expansion, expanding profitability and productivity similar to banks in developed markets, lower incidence of non- performing assets and focus on financial inclusion have contributed to making Indian banking vibrant and strong. Indian banks have begun to revise their growth approach and re-evaluate the prospects on hand to keep the economy rolling. 1. HISTORICAL BACKGROUND Bank of Hindustan was set up in 1870; it was the earliest Indian Bank. Later, three presidency banks under Presidency...
Words: 12208 - Pages: 49
...Beirut Arab University faculty of commerce & and Bussiness Adminstration MBA Programme fall 2009-2010 Change in Management The Challenge of Working Effectively Across Organizational and International Boundaries in introducing modernizations Presented to: Dr. Ahmad Seleim Presented by: Roula Jannoun Date: January 20th 2010 Pages: (21) Including Cover |Contents |Page | |Contents | | |Introduction | | |Overview of Municipal Assistance | | |Theoretical Back Ground | | |Prototype of implementing assistant for management change and reform | | |Saida Municipality: | ...
Words: 6192 - Pages: 25
...Accountable Care Organizations: Key to Transforming Healthcare? The Talia Goldsmith, MHA Candidate 2011 Suffolk University Sawyer Business School HLTH 890AE: Healthcare Strategic Management Professor Richard H. Gregg, M.A., M.B.A. April 28, 2011 Table of Contents Objective .....................................................................................................................................3 Introduction ..............................................................................................................................3 Overview of ACOs as a Mandate and an Opportunity for Healthcare Organizations............................................................................................................................4 Examples of Missions, Visions, Values and Goals for ACOs........................................6 Mission ................................................................................................................................................. 6 Vision ....................
Words: 8849 - Pages: 36
...Praise for Succeeding with Agile “Understanding the mechanics of an agile process is just not enough. Mike Cohn has compiled a superb and comprehensive collection of advice that will help individuals and teams with the intricate task of adopting and adapting agile processes to fit their specific challenges. This book will become the definitive handbook for agile teams.” —Colin Bird, Global Head of Agile, EMC Consulting “Mike Cohn’s experience working with so many different organizations in the adoption of agile methods shines through with practical approaches and valuable insights. If you really want agile methods to stick, this is the book to read.” —Jeff Honious,Vice President, Innovation, Reed Elsevier “Mike Cohn has done it again. Succeeding with Agile is based on his experience, and all of our experience, with agile to date. He covers from the earliest days of the project up to maturity and offers advice for the individual, the team, and the enterprise. No matter where you are in the agile cycle, this book has something for you!” —Ron Jeffries, www.XProgramming.com “If you want to start or take the next step in agile software development, this book is for you. It discusses issues, great solutions, and helpful guidelines when scaling up in agile projects. We used the guidelines from this book extensively when we introduced agile in a large, FDA-regulated department.” —Christ Vriens, Department Head of MiPlaza, part of Philips Research “If making the move to agile has always...
Words: 194469 - Pages: 778
...COMPUTER BASED INFORMATION SYSTEMS (CBIS) IN THE MANUFACTURING SECTOR: A STUDY OF PROCUREMENT, IMPLEMENTATION, USE AND EVALUATION A THESIS SUBMITTED IN FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF DOCTOR OF PHILOSOPHY BY KHUSHDEEP KUMAR DHARNI (Regn No. 9040751) SCHOOL OF MANAGEMENT AND SOCIAL SCIENCES THAPAR UNIVERSITY (DEEMED UNIVERSITY) PATIALA – 147002 PUNJAB – INDIA February 2010 1 2 ACKNOWLEDGEMENTS First of all, I am grateful to Almighty for enabling me to come through this task and bow to my Gurudev Shri Swami Vidyanand Ji for being the source of enlightenment in my life. I am indebted to my revered supervisors, Dr. R.K. Sharma, Dean of Academic Affairs and Professor, School of Mathematics and Computer Applications, Thapar University, Patiala, and Dr. Ravi Kiran, Associate Professor School of Management and Social Sciences, Thapar University, Patiala for their pertinent guidance, prudent advice and encouragement in the accomplishment of this research work. Both supervisors have made the writing of this thesis the most rewarding experience of my life. I am thankful to Dr. D.S. Bawa for guiding me at the start of this research work. I express my regards to Dr. Santha Kumari, Associate Professor and Head, School of Management and Social Sciences, Thapar University, Patiala for providing inspiration and ingenuous suggestions. It‟s a pleasure to express my regards to Dr. Abhijit Mukherjee, Director, Thapar University, Patiala and Dr. Susheel Mittal...
Words: 67440 - Pages: 270
...Technology in Banking Insight and Foresight Institute for Development and Research in Banking Technology (Established by Reserve Bank of India) Foreword The Indian banking industry, almost in keeping with the deep entrepreneurial approach of the country s business, has come a long way. This report is an effort to capture some exemplary initiatives and developments so far as well as discuss the emerging trends. The insights and understanding of the technology trends and ground-level work being done by the banks has been culled from the nominations received from banks for the IDRBT Banking Technology Excellence Awards 2010. The transformation of Indian banks in the last decade has been phenomenal from local branch banking to global presence and anywhere-anytime banking. Most of the regular banking transactions can today be carried out from mobile phones. Sustained reforms and information technology (IT) have played a pivotal role since the initiation of the second phase of reforms post 1998. The benefits of technology such as scale, speed and low error rate are also reflecting in the performance, productivity and profitability of banks, which have improved tremendously in the past decade. Regulatory initiatives from the Central Bank have also played a large role in the banking sector. Robust technology-enabled organizations have now become the mainstay of the industry. Initiatives such as electronic clearing service (ECS), national electronic funds transfer (NEFT), real-time...
Words: 24716 - Pages: 99
...Knowledge Management Tools and Techniques Practitioners and Experts Evaluate KM Solutions This page intentionally left blank Knowledge Management Tools and Techniques Practitioners and Experts Evaluate KM Solutions Edited by Madanmohan Rao AMSTERDAM • BOSTON • HEIDELBERG • LONDON NEW YORK • OXFORD • PARIS • SAN DIEGO SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Elsevier Butterworth–Heinemann 200 Wheeler Road, Burlington, MA 01803, USA Linacre House, Jordan Hill, Oxford OX2 8DP, UK Copyright © 2005, Elsevier Inc. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone: (+44) 1865 843830, fax: (+44) 1865 853333, e-mail: permissions@elsevier.com.uk. You may also complete your request on-line via the Elsevier homepage (http://elsevier.com), by selecting “Customer Support” and then “Obtaining Permissions.” Recognizing the importance of preserving what has been written, Elsevier prints its books on acid-free paper whenever possible. Library of Congress Cataloging-in-Publication Data Rao, Madanmohan. KM tools and techniques : practitioners and experts evaluate KM solutions / Madanmohan Rao. p. cm. Includes...
Words: 182966 - Pages: 732
...Exploring Excellence PGDM (GM) (GMP 2013–14) AN AICTE APPROVED FLAGSHIP FULL-TIME MBA PROGRAM FOR EXPERIENCED PROFESSIONALS E-brochure http://www.placementkloud.com/xlrigmp 01 02 03 04 05 06 08 10 12 14 16 MESSAGE FROM THE DIRECTOR Learning and growth are vital for a healthy environment in organizations. We at XLRI have structured our programmes in such a manner as to equip the future managers of tomorrow with learning, competencies and skills that can significantly contribute to the growth of the organization. XLRI has always been proudly associated with academic excellence, personal values and social concern. It has been the crucible of leadership training for over 60 years and its banner is held high by a fine breed of alumni who serve as “change agents” thereby adding a new dimension to their corporate role. This integral and value based formation will greatly assist our students to be innovative, competent and creative leaders. They are groomed in a manner as to serve as agents of continuous improvement and change. It was in 1997 that XLRI recognized an unfulfilled need for formal management training at middle and senior levels of corporate strata. The result of that thought process was the General Management Programme, which has ever since, transformed several industry professionals into veritable leaders who reflect the standards and values of XLRI at various organizations. Recognized by AICTE, the programme places emphasis on stringent admission procedures...
Words: 25500 - Pages: 102
...Austin and Boxerman’s Information Systems for Healthcare Management Seventh Edition Gerald L. Glandon Detlev H. Smaltz Donna J. Slovensky 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 [First Page] [-1], (1) Lines: 0 to 27 * 516.0pt PgVar ——— ——— Normal Page * PgEnds: PageBreak [-1], (1) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 AUPHA/HAP Editorial Board Sandra Potthoff, Ph.D., Chair University of Minnesota Simone Cummings, Ph.D. Washington University Sherril B. Gelmon, Dr.P.H., FACHE Portland State University Thomas E. Getzen, Ph.D. Temple University Barry Greene, Ph.D. University of Iowa Richard S. Kurz, Ph.D. Saint Louis University Sarah B. Laditka, Ph.D. University of South Carolina Tim McBride, Ph.D. St. Louis University Stephen S. Mick, Ph.D. Virginia Commonwealth University Michael A. Morrisey, Ph.D. University of Alabama—Birmingham Dawn Oetjen, Ph.D. University of Central Florida Peter C. Olden, Ph.D. University of Scranton Lydia M. Reed AUPHA Sharon B. Schweikhart, Ph.D. The Ohio State University Nancy H. Shanks, Ph.D. Metropolitan State College of Denver * [-2], (2 Lines: 2 59.41 ——— ——— Normal * PgEnds [-2], (2 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 [-3], (3) Lines:...
Words: 123678 - Pages: 495
