University of Phoenix Material

Tools and Decision Making for Ongoing Performance Management Scenario Worksheet

As a group, select one scenario that is most applicable to your chosen organization type and complete the worksheet. This worksheet will provide the foundation for completing the Tools and Decision Making for Ongoing Performance Management Presentation.

Scenarios

• ABC organization has noticed an increase in patients who have acquired infections while receiving care and service. In fact, there seems to be so many different types of infections that the organization does not know where to start. With your guidance, the organization will be able to identify infections and the number of infections per category throughout the facility to determine the vital few and focus their efforts on the few areas that will bring about the greatest return on investment of time and effort. The organization needs to identify which infections affect the most patients. Which tools would you use to make this decision?

• DEF organization has received complaints from patients regarding the delays they experienced when checking in for care or service at the front desk to the time they are called to receive their services. The patients commonly described the issues they experienced as a bottleneck. The organization has determined that the admission process needs to be reviewed and suggestions need to be made on ways to streamline the process to more efficiently manage the flow of patients in the facility. Which tools would you use to make decisions on streamlining the process?

• The Information Technology department of GHI organization recently experienced a system outage that left staff in the organization unable to access their primary billing software application for several hours. Leaders in the organization noticed this disruption of workflow. They wanted to know the contributing causes and the root causes of this outage so systems could be implemented to ensure no future disruption. With your knowledge of tools used for decision making, which tools would be most effective for addressing this situation?

• Leadership in JKL organization has asked the following questions:

o Have our customer satisfaction scores improved over the last 2 years since we implemented the Rapid Response Teams? o Are there any observable patterns or trends upward or downward? Are there any high or low points?

Which tools would you use to answer these questions?

Information

1. What kind of information do you need to respond to this scenario? The information needed to address this issue would be to look into the complaints that clients have made to the facility. Ask are they valid complaints and what can be done to make sure no “bottlenecking” is still hindering the process of checking in and receiving services.
2. How and where can you acquire this information? The data that can be used to acquire the information would be patient surveys, questionnaires; employee input and patient wait times.
3. What processes should you use to gather this information? Qualitative and quantitative data research from the patients and staff.

Complete the following table:

Tool What kind of information will each tool provide? Under what conditions is this tool most applicable?
Failure modes and effects analysis (FMEA) Catandra -all Debbie=all
Flow chart
Cause–and-effect diagram
Check sheet
Control chart
Histogram
Pareto chart
Run chart Not provided
Scatter diagram Not provided
How do you determine which tool is most appropriate? A logical and systematic decision-making process helps you address the critical elements that result in a good decision. By taking an organized approach, you're less likely to miss important factors, and you can build on the approach to make your decisions better and better. This includes 1. Generate good alternatives, 2. Create a constructive environment, 3. Explore these alternatives, 4. Communicate your decision, and take action. 5. Choose the best alternative. 6. Check your decision.
What are the most appropriate tools for responding to this scenario?

Response

4. How will you respond to the scenario? Explain your reasoning.
We will respond to the scenario as to the UNHS-Dispensary is an organization that is a non-profit and provides medicine for uninsured communities.

Collaboration

5. How did your team come to an agreement about this scenario? We all agree that this is a very important sustainable organization which does a lot of good for the community.

6. What challenges did you encounter? How did you overcome these challenges? There were no challenges that we faced, all of the information for our scenario that we have chosen were easy to find.

References

Support your presentation with a minimum of six sources, four from the University Library and two from either the course textbooks or this week’s Electronic Reserve Readings. Prepare a list of all resources used in your research.