The purpose of this assignment is to apply the processes involved to develop an improvement plan that will prevent similar customer complaints. Using the template attached, respond to the required elements listed below and make sure to include detail for each element in your improvement plan. the template document you submit should be between three and four pages in length.
Required Elements:
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a. Scenario: Create your own detail to relate what may have occurred once you had an appointment for lab testing or a diagnostic test (e.g., MRI, CT scan, etc.), and the facility environment was disorderly and unclean.
1. Describe in detail everything that occurred to ensure that the CQI team understands the complexity of the issue.)
b. Data Elements: Describe a minimum of three data elements you would gather to fully assess the situation and assist you with improving the customer satisfaction scenario you chose.
c. CQI Methods: Outline the CQI method (Pareto, Fishbone, or Flowchart) you would utilize to develop your improvement plan.
1. Explain your plan for improvement.
d. CQI Team Members: Identify three stakeholders within the organization you will include on your CQI team.
1. Identify the communication barriers that may occur between the stakeholders based on their role in the organization when analyzing the cause of the complaint.
2. Discuss possible solutions and the development of an effective improvement plan.
e. Cost-Quality Impact: Analyze how cost and quality are linked based on your scenario.
1. Identify the potential impact to the organization if the issue is not resolved.
f. Evaluation Plan: Describe how you will evaluate the success or failure of the plan.
1. Identify the steps would you take to determine if the plan is effective.
Include at least two scholarly sources in the template that supports your ideas or statements.
Due 3/7/20 @9am eastern w/plag report
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HCA 375 – WEEK 2 ASSIGNMENT
Type Student Name here
CUSTOMER SATISFACTION IMPROVEMENT PLAN
INSTRUCTIONS: You should review Chapters 2 & 3 before completing the template. Refer to the Week 2 Assignment directions within the course to understand what is expected in each row of the table below. Detail for each section is required. If you include enough detail for each section, the template document will be between three to four pages in length, which meets the paper length requirements. Include APA citations within the Response column where appropriate. List your references in APA format on the last row of this template. All citations and references must be in APA style according to the
Ashford Writing Center
guidelines. Once you complete the template, upload the document to the Week 2 Assignment section of the course.
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REQUIRED ELEMENTS
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RESPONSE
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Scenario
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Data Elements
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CQI Methods
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CQI Team Members
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Cost-Quality Impact
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Evaluation Plan
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List your References in APA format from the scholarly sources you used to support the information in the rows above. You must include at least two scholarly resources from the Ashford University Library. Make sure to include a citation within the rows where you use the reference material.
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HCA375 12/1/2017
