HIM445 Wk3 Ashford university Customer service and critical pathways
HIM445 Wk3 Ashford university Customer service and critical pathways
Critical Pathway
Using the Gantt chart and timeline developed in Week Three for your clinic, determine the critical pathway. What are the factors that contribute to the critical pathway? Identify tasks that could be done simultaneously and if so redo the Gantt chart in preparation for the Final Project. If you cannot identify any tasks that could be done simultaneously, explain why.
Part 1 Assignment
Customer Service
By Day 1 of Week One, your instructor will assign each student an option. Assume you are working on a project to improve customer service. Create a Pareto chart based on the informationin the assigned option. Use the Pareto chart template (available in the online classroom) or use Excel to produce a Pareto chart that looks like the Pareto chart in Chapter 8 of the course textbook. Include three detailed actions to take to address the customer complaints.
Option 1:
Customer Complaint
Frequency/Week
Customer is on hold too long
41
An appointment is not available within 48 hours
35
Wait time in the exam room exceeds 20 minutes
98
Co-pay amount is incorrectly calculated by staff
75
Option 2:
Customer Complaint
Frequency/Week
Signage is difficult to follow within the facility
120
Hallway service is difficult to walk on between facility sections
89
Walls and baseboards are dented, scraped or otherwise marred
57
Soap and/or paper towels not available in bathroom
15
Option 3:
Customer Complaint
Frequency/Week
Customer is on hold too long
95
Customer gets transferred to the wrong area or cut off
25
Service rep cannot answercustomer’s question
125
Service rep does not follow through as promised
45
Option 4:
Customer Complaint
Frequency/Week
Room temperature is too cold
70
Room temperature is too hot
45
Room is not clean
35
Sheets are stained/have holes
95
Part 2 of assignment
Includes the Pareto chart with title, X and Y-axis labels, and the line chart to show cumulative percentage. A sample Pareto chart you may use is available in the online classroom.
Includes three detailed actions to take to address the customer complaints and includes the rationale for the priority of the actions.
Must be two double-spaced pages in length (not including title andreferences pages) and formatted according to APA style as outlined in the Ashford Writing Center (Links to an external site.)Links to an external site..
Must include a separate title page with the following:
Title of paper
Student’s name
Course name and number
Instructor’s name
Date submitted
Must document all sources in APA style as outlined in the Ashford Writing Center.
Must include a separatereferences page that is formatted according to APA style as outlined in the Ashford Writing Center.