...Content Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and...
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...Strategic Quality Management and Customer Satisfaction Kim Bellamy, Crystal Elmore, LaVaughn Martin, George Oliver, and Andreameda Pollock December 13, 2011 Stephanie Edens Strategic Quality Management and Customer Satisfaction The American Red Cross (ARC) is an emergency response organization dedicated to providing relief to the victims of some 70,000 disasters each year (American Red Cross, 2011). They also contribute to community services that help the needy and provide support and comfort for military members and their families. The American Red Cross collects, processes, and distributes blood and blood products. They offer compassionate services to educational programs that promote health and safety and international relief and development programs. Founded in 1881 by Clara Barton, the American Red Cross has become the nation’s premier emergency response organization (American Red Cross, 2011). Quality management and customer service are among the highest ranked aspects of the organization. This is apparent in the SWOTT analysis of the organization as well as in the mission and vision statements, and the American Red Cross’s strategic planning. The American Red Cross has more than half a million volunteers and 35,000 employees and they are dedicated to providing quality relief to victims while offering excellent customer service. SWOTT Analysis Strengths Weaknesses Opportunities Threats Trends Strategic Position The American Red Cross is a national brand that...
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...The role of the MIS in an organization can be compared to the role of heart in the body. The information is the blood and MIS is the heart. In the body the heart plays the role of supplying pure blood to all the elements of the body including the brain. The heart works faster and supplies more blood when needed. It regulates and controls the incoming impure blood, processes it and sends it to the destination in the quantity needed. It fulfills the needs of blood supply to human body in normal course and also in crisis. The MIS plays exactly the same role in the organization. The system ensures that an appropriate data is collected from the various sources, processed, and sent further to all the needy destinations. The system is expected to fulfill the information needs of an individual, a group of individuals, the management functionaries: the managers and the top management. The MIS satisfies the diverse needs through a variety of systems such as Query Systems, Analysis Systems, Modeling Systems and Decision Support Systems the MIS helps in Strategic Planning, Management Control, Operational Control and Transaction Processing. The MIS helps the clerical personnel in the transaction processing and answers their queries on the data pertaining to the transaction, the status of a particular record and references on a variety of documents. The MIS helps the junior management personnel by providing the operational data for planning, scheduling and control, and helps them further in decision...
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...people with juvenile diabetes are dependent on synthetic “human” insulin. Their pancreas no longer produces the insulin needed to survive so they have to use synthetic “human” insulin to replace what the body is not making. Synthetic “human” insulin is insulin made using genetic engineering, also known as biosynthetic recombinant “human” insulin. It is grown in E Coli. Insulin is what helps the glucose enter the body ["is what" is awkward. Adjusting for capitalization, try something like "Insulin helps the glucose enter the body"] ’s cells and what provides energy to the tissues and muscles. It works as a lock and key mechanism that allows sugar to enter the cells. Insulin works to lower the amount of sugar in the bloodstream and once the blood sugar is lowered, the pancreas stops secreting insulin. A healthy individual makes insulin in their [Check pronoun agreement--if "their" refers to "individual" (or a singular subject), it should be singular, too (his or her)] pancreas and the pancreas secretes insulin into the...
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...Lab 1 1. A collection of information accessible from a computer or server 2. DBMS is a Database Management System that organizes information internally. 3. Dbms stores information, spreadsheet runs formulas 4. Product | Use | Where it was used | Cost | DB2 | Open database environment | A small single-user application to a large multi-user system. | $598 + $99 additional user | Microsoft Access | Relational databases that have tables of data. | Software developers and data architects | $199 (Amazon) | Microsoft SQL Server | primary function is to store and retrieve data as requested by other software applications | workloads ranging from small single-machine applications to large Internet-facing applications with many concurrent users | Vary (Different Prices for different purposes) | Filemaker Pro | database engine with a GUI-based interface | ??? | $329.00 | Oracle | transfer any customer info from one location to any other in the world | larger organizations and small chain stores | ??? (Couldn’t find anything) | Mysql | database for use in web applications | Personal and commercial use | $2k-$10k/year | 5. “DBMS stands for database management system whereas RDBMS stands for relational database management system; these softwares are created to maintain and utilize large scale collection of data in an efficient manner.” http://www.differencebetween.info/difference-between-dbms-and-rdbms 6. 290 7. Peng J Wu 8. Footlocker: Employee...
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...its aetiology, anatomical location, acute or chronic stages, and the method of closure by its presenting symptoms and predominant tissue types in the wound bed. Injury to the skin or underlying tissues/ organs caused by surgery, a blow, a cut, chemicals, heat/ cold, friction/ shear force, pressure or as a result of disease, such as leg ulcers or carcinomas, Infectious (bacterial, Virus); Immunologic (Autoimmune disease; Genetic derangement e.g. Sickle cell anaemia); Nutritional (Vitamin deficiency; Oxygen imbalance) and Metabolic imbalance (ATP depletion) breakdowns the protective function of the skin by losing the continuity of epithelium, with or without the loss of underlying connective tissues (i.e. muscle, bone, nerves). Hence, the immune system initiates to recover wounds through complex pathways. Wound healing consists of four stages which are in the order hemostasis...
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...You Decide Week 6 Little Falls Hospital Risk Management HSM 542 Health Rights and Responsibilities Purpose A risk management plan is created so as to support Little Falls Hospitals mission and vision statements as it pertains to the clinical risk of the hospital, patients, visitors, volunteers, and employee safety, and any possible operational, business, and property risks. Culture Principles The Patient Safety and Risk Management program will support Little Falls Hospitals philosophy; everyone is responsible for patient safety and risk management. It is essential to have participation and teamwork among providers, management, staff and volunteers. The Patient Safety and Risk Management program will be implemented with the coordination of multiple organizational and department functions and activities. Little Falls Hospital will support the introduction of a just culture with emphasis on evidence based best practices, learning from errors, and providing feedback instead of punishment and blame. In a just culture any unsafe conditions or hazards will be identified quickly, medical or patient care errors will be reported and analysed, open discussions of mistakes and suggestions for improvements are welcome with patient safety and risk management practices. Individuals will still be held accountable for compliance. When evaluation and investigation into errors reveals there has been reckless behaviour or there has been wilful violation of policies then disciplinary...
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...Health Informatics Preparing a patient for a diagnostic technology – Head CT Scan Throughout history, man has striven to explain poor-health and illness. It was originally thought that disease stemmed from being possessed by evil spirits and other supernatural causes. However, these concepts were rejected by the Greek physician Hippocrates around 400 BC in favour of disease having a physical, rational and therefore measurable cause, (Porter, 1994). Yet it was not until 1895 that Wilhelm Conrad Röntgen discovered x-rays and began to revolutionise the assessment process using non-invasive techniques. (Nobel Lectures, 2012). Since then, many types of diagnostic imaging techniques have been discovered and developed which play an integral role in modern medicine. These include Ultrasounds, Magnetic Resonance Imaging, (MRI), Electrocardiograms (ECG) and Electroencephalography, (EEG). This essay will discuss; the rationale of referring a patient for Computerised-Tomography, (CT) scans; the support given throughout the process; evaluation of the benefits and risks of the technique and resulting diagnosis. A 28 year old male was brought into hospital by emergency ambulance after being involved in a motor-cycle accident. He had sustained multiple fractures and a dislocated shoulder. The paramedics reported that he had complained of severe headache and was aggressive and disorientated at the scene. He improved en-route to hospital. However, his mental state deteriorated on...
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...NUR 159 Class Information and Procedures B-1 NUR 159 Class Information and Procedures NUR159ClassInformation 3/10/2014 NUR 159 Class Information and Procedures B-2 CLASSROOM BEHAVIOR Refer to Classroom Behavior in Student Nurses Handbook TESTING INFORMATION AND PROCEDURES 1. Silent Test Reviews: Silent test reviews will be conducted after each test. Refer to Test Security in Student Nurses Handbook for further information on test reviews. Students may also schedule individual test reviews with their seminar leader. 2. Test Make-up Policy: Refer to Test Security in Student Nurses Handbook for further information on test make-up. 3. Make-up of Final Exams: In the event that a student misses the final exam for the nursing course, the student will receive a grade of incomplete or “I” for the course. Refer to the Course Grades policy found in Student Nurses Handbook. 4. Collaborative or Group testing activity: An opportunity to add a maximum of two points to individual test scores may be earned through a group testing activity. Two points will be added to individual student scores if the group activity score is 91 and above. One point will be added to individual student scores if the group activity score is 81 through 90. No points will be added to individual student score if the group activity score is 80 and less. Group testing will be conducted as follows. a. After taking the exam, individual test scantrons will be collected. The students will keep the test booklet...
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...Nightingale Community Hospital has subjected itself to a rigorous examination of its policies and practices to keep up with the latest Joint Commission standards. Clinical practice is constantly affected by changes in the health care system and other factors. It is the responsibility of the hospital to be aware of such changes and modify its practice and align its goals in order to better serve the community at large. In short, it means the hospital needs to maintain compliance with the Joint Commission standards and provide consistent and quality care to its recipients. Compliance is a difficult task to achieve. It requires great effort on the part on the administrators and work force and requires the collaboration of interdisciplinary teams to bring about the desired effect. In order to monitor compliance, the hospital utilizes a periodic performance review (PPR) tool to assess its performance by continuous monitoring and performance improvement activities. The PPR provides the chassis for continuous standards compliance and focuses on the essential systems and practices that affect patient care and safety. The hospital self-evaluates its adherence with all Joint Commission Accreditation Participation Requirements, National Patient Safety Goals, related Elements of Performance (EPs), and develops a Plan of Action for all areas of performance identified as being non-compliant. The hospital also develops Measures of Success (MOS) for determining whether the organization...
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...Autonomic Computing: An Overview Manish Parashar1 and Salim Hariri2 The Applied Software Systems Laboratory, Rutgers University, Piscataway NJ, USA 2 High Performance Distributed Computing Laboratory, University of Arizona, Tucson, AZ, USA parashar@caip.rutgers.edu, hariri@ece.arizona.edu 1 Abstract. The increasing scale complexity, heterogeneity and dynamism of networks, systems and applications have made our computational and information infrastructure brittle, unmanageable and insecure. This has necessitated the investigation of an alternate paradigm for system and application design, which is based on strategies used by biological systems to deal with similar challenges – a vision that has been referred to as autonomic computing. The overarching goal of autonomic computing is to realize computer and software systems and applications that can manage themselves in accordance with high-level guidance from humans. Meeting the grand challenges of autonomic computing requires scientific and technological advances in a wide variety of fields, as well as new software and system architectures that support the effective integration of the constituent technologies. This paper presents an introduction to autonomic computing, its challenges, and opportunities. 1 Introduction Advances in networking and computing technology and software tools have resulted in an explosive growth in networked applications and information services that cover all aspects of our life. These sophisticated...
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...Healthcare Technology Mobile Computing and Social Networking Mobile computing has intensely transformed the ways by which access and sharing of information is conducted. Wireless networking has played a major role in facilitating mobile computing. Healthcare management is just one of the professions that has been impacted greatly on by mobile computing. Patients can now monitor important signs in their bodies pertaining to some illnesses. For example: blood pressure, glucose levels, etc. without having to periodically visit a doctor's office or hospital. There are devices such as the Withings Blood Pressure Monitor that works with an iPhone, iPod Touch, or iPad to record, track, and graph a patient's blood pressure. Other devices that can measure aspects such as levels of oxygen, heart rate, blood glucose levels among others and are compatible with the iPhone in terms of usage by sending the outcome to the server. Medical practitioners are then able to get access to the data on the server. The American College of Gastroenterology, indicates that social networking platforms such as Facebook, Twitter, and YouTube are used as vital resources that can deliver and receive health data. Patients and caregivers are resorting to online connectivity and sharing of their experience with other people who have similar medical issues. Therefore, patients should take advantage of the social networks to conduct t more than just share updates, tweets and photos. Compare and contrast monitoring...
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...communities in developing countries – groups that traditionally suffer from lack of access to health care. Uses of telehealth Clinical uses | Non-clinical uses | * Transmission of medical images for diagnosis (Store and forward telehealth) | * Distance education including continuing medical education, grand rounds, and patient education | * Groups or individuals exchanging health services or education live via videoconference (Real-time telehealth) | * Administrative uses including meetings among telehealth networks, supervision, and presentations | * Transmission of medical data for diagnosis or disease management (Remote patient monitoring) | * Research on telehealth | * Advice on prevention of diseases and promotion of good health by patient monitoring and followup | * Online information and health data management | *...
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...Canadian Blood Services Case Study Student name University title Canadian Blood Services Case Study Problem Statement The main problem facing the organization is its potential inability to meet the high growing demand for blood products. This is because the demand for blood products is increasing at a rate that is twice that of the population growth rate. Situational Analysis Objective CBS is a non-profit making organization whose main purpose is management of the supply of blood and blood products. The organization was formed in 1998 after the Canadian Red Cross was stripped of the role of blood management due to occurrence of the blood contamination scandal. Background The research conducted by the Company show that 80% of Canadians have confidence in the organization’s ability to manage blood in the country. The number of blood units collected has risen from 685,000 units in 1998 to more than 900,000 units in 2011. The yearly demand for blood in Canada is nearly 1,000,000 units. Despite the success made by the organization in increasing blood donation volume, Canada’s blood system is still under pressure. This is because the demand for blood products is increasing at a very fast rate. The increase in demand is fuelled by seasonal variation of emergency surgery, implementation of new procedures in hospitals through research and the reduction in wait time for blood in hospitals. Moreover, the increased demand for blood products is also fuelled...
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...Telehealth utilizes electronic data and telecommunications to support long-distance, clinician-based patient and professional health education, public health and health administration (HHS, 2013). Components of telehealth include videoconferencing, the internet, store-and-forward imaging, streaming media, terrestrial and wireless communications (HHS, 2013). Telehealth systems such as the Health Resources and Services Administration aims to increase and improve the use of telehealth to meet the needs of its underserved patients by (HHS, 2013): •Developing relationships within HRSA and other Federal agencies, states and private organizations to create telehealth projects. •Administers telehealth grant programs. •Provides technical support. •Evaluation of telehealth technology and programs. •Development of telehealth policy initiatives aimed at improving care access and quality health services. •Promotion of knowledge exchange regarding best telehealth practices. Telehealth is an invaluable addition to multiple care settings. Store-and-forward programs provide the smaller hospital to draw upon the knowledge of its much larger counterparts (HHS, 2013). As such, teleradiology and teledermatology programs are of particular interest to critical care facilities and rural health centers (HHS, 2013). Applications such as teleradiology and remote EKG services carry a greater likelihood of being covered by third party payers as they do not typically involve...
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