Write a management letter to the Board of Directors or Board of Trustees of the health care organization
that you have been studying, recommending ways to improve the quality and effectiveness of the
services being delivered.
To aid in the Board's understanding of the service delivery process from an operations management
perspective, be sure to:
describe the specific process you studied (include the current flow chart);
describe the products and services that are the outputs of the process; and
identify the internal and/or external customers of the process.
Discuss the current process flow and bottlenecks and/or inefficiencies in the process and how you plan
to improve the flow and output.
For each customer identified, discuss the basic need that the service fills. Discuss the quality
characteristics of the process/service that are important to the customer (document your source of this
knowledge).
For the Key Quality Characteristics identified, define an indicator that could be used to track the
performance of the process and/or patient satisfaction. Discuss data collection problems (if any), their
affect on your analysis and alternative ways or new ways to capture data.
Based on your analysis, recommend and develop an action plan. Support your recommendations.
Propose a new process if appropriate.
Sample Solution