Healthcare Organization Aetna Essay Prepare a 1,000-1250-word paper that focuses on the organization or network you have selected: *Aetna Health care.The e | Homework Answers

Healthcare Organization Aetna Essay Prepare a 1,000-1250-word paper that focuses on the organization or network you have selected: *Aetna Health care.The essay should assess the readiness of the health care organization or network in addressing the health care needs of citizens in the next decade and include a strategic plan that addresses issues pertaining to network growth, nurse staffing, resource management, and patient satisfaction. Provide a comparison to the health care organization or network and the Singapore Airlines. Include any cultural issues that may influence the practices listed above.APA style Healthcare Organization
Research a health care organization or a network that spans several states within the U.S.
*Aetna Health care
Prepare a 1,000-1250-word paper that focuses on the organization or network you have selected:
*Aetna Health care.
Review “Singapore Airlines Case Study.”
Your essay should assess the readiness of the health care organization or network in addressing the
health care needs of citizens in the next decade and include a strategic plan that addresses issues
pertaining to network growth, nurse staffing, resource management, and patient satisfaction. Provide a
comparison to the health care organization or network and the Singapore Airlines. Include any cultural
issues that may influence the practices listed above.
Prepare this assignment according to the APA guidelines found in the APA Style Guide, located in the
Student Success Center. An abstract is not required.
This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become
familiar with the expectations for successful completion.
The Case Study must be about a Healthcare Organization – Aetna Healthcare
Research a health care organization or a network that spans several states within the
U.S. Aetna Healthcare
Follow the Grading Rubric Closely and include all required information
Suggestion: use headings to indicate which portion of the information is included in
the content of the paper as follows:
Title of the Organization Case Study
• Under this section present an overview of the organization
Readiness to Address Healthcare Needs of Citizens
• Under this section discuss how this organization is working to improve the
health of citizens or their clients/patients
Strategic Plan for Network Growth
• Under this section address how the company plan to grow and/or network with
other organizations
Strategic Plan for Nurse Staffing Issues
• Under this section address what the organization is doing to prevent/resolve
nurse staffing issues?)
Strategic Plan for Resource Management
• Under this section address how the organization use its financial resources
Strategic Plan for Patient Satisfaction
• Under this section address how this organization works to improve patient
satisfaction
Comparison to Singapore Airlines Case Study
• Provide a comparison to the health care organization or network and the
Singapore Airlines.
Include any cultural issues that may influence the practices listed above.
Singapore Airlines Case Study
(Student paper)
Singapore Airlines was created in 1972 following a separation from Malaysian Airlines.
In the wake of reorganization, Singapore Airlines undertook aggressive growth, investing and
trading to maximize profitability and expand market share. Through this change, a new company
philosophy emerged, “Success or failure is largely dictated by the quality of service it provides”
(Wyckoff, 1989). By reinventing the company infrastructure and introducing new initiatives
focused on excellence in customer service, Singapore Airlines became a global leader in the
service industry, elevating existing standards among competitors.
Evaluation of Workforce Management Program
The strategy widely utilized by Singapore Airlines to ensure differentiation in an
increasingly competitive market was its attention to in-flight service. “Good flight service [was]
important in its own right and is a reflection of attention to detail throughout the airline”
(Wyckoff, 1989). This statement perpetuated the belief that excellence in service was directly
tied to the careful selection and individual performance of in-flight crews charged with the
responsibility of fulfilling the needs of individual passengers and exuding the levels of service
demanded by the organization. Applicants destined to work as flight stewards were drawn from a
very young population, typically spanning the ages of 18-25 years of age with high school
equivalency against the English system of education. Selection of applications was competitive
largely due to the degree of skill, poise, and experience required of its candidates. These policies
led to the on-boarding of a highly skilled and youthful workforce with positive attitudes and a
willingness to be trained. Critique of this approach revealed several disadvantages. The most
significant being the potential for greater turnover when hiring a younger population as opposed
to an older, more experienced crew. Experience alone would play some role in the development
of new employees, as greater experience would bring greater poise and confidence. However, in
light of the predominant population Singapore Airlines catered to, a younger in-flight crew
would remedy the awkwardness likely to be encountered by older clients being served by older
crew members. In addition, a younger crew would likely be more accepting of new procedures
and less cynical of the requirements of employment.
In light of the young demographic most desired in this role, recruitment, training and
“conversion” processes were both stringent and comprehensive. All aspects of in-flight service,
including training related to terminology, amenities and food preparation were provided in great
detail, as were training for emergency preparedness and response to every potential scenario
encountered in the air and on the ground. Formalized on-boarding, training and continued
development were the hallmarks of the comprehensive workforce program. Even well into a
crew member’s employment, on-going training and cyclical evaluation provided a mechanism
for employees to be aware of individual performance and gain exposure to methods of
continuous improvement. With an on-going plan of evaluation, communication, and
development, the workforce was well-positioned for high levels of performance and quality
improvements.
Though it would seem that Singapore Airlines’ work management program suited the
organization well, it greatly narrowed the pool of applicants and kept many, well-qualified and
experienced candidates from positions that would create diversity among the largely
homogeneous workforce and place the organization in a better position to serve populations
whose ethnic origins were not of Asian descent. If the organization aims to be the leader in an
increasingly global marketplace, the workforce must mirror the diverse needs and perceptions of
the greater population.
Advertising Campaign
Singapore Airlines is known in the airline industry for its quality of service. This emphasis on
customer service and customer satisfaction is largely reflective of the Asian culture for which the
company embodies. Attention to detail, impeccable presentation, and care for others are traits
synonymous with countries of Asian heritage. Similarly, Asian countries revere conservatism,
organization and hierarchy (Allik, n.d.) so, it would follow that young Asian individuals demonstrate the
same gracious, caring behaviors to others. The expectation of “gentle, courteous service” is consistent
with these norms and with the approaches taken by the organization. So much are these standards and
stereotypes linked to Asian culture and the epitome of service, that the symbol applied to the airline is
that of a young Asian woman. This image is resoundingly more beguiling and traditional, recognized by
nearly 50% of consumers over typical marketing imparted by competitors, with a marginal recognition
of 9.6%. In light of the positive impact and recognition of the existing marketing campaign, it was
considered advisable to retain the current marketing strategy.
Systems for Measuring Service Quality
Singapore Airlines has two primary components involved in measuring service quality.
The first is a system to measure customer complaints and compliments for every 10,000
passengers. The second measurement is a comparative rating of airline services prepared by the
International Research Associates (INRA).
The first component, customers’ complaints and compliments, stayed relatively the same
despite rapid organizational expansion. This type of analysis has shown a generally high
satisfaction level but could be skewed due to the vast areas the complaints and compliments
could cover; from ticket sales and baggage areas to in-flight crews. To address this concern the
complaints were split between the areas. However, to get an accurate barometer of customer
satisfaction, it was recommended that the airline conduct routine surveys of customers. Often,
customers submitting comments fell into one of two categories; those having complaints or those
having compliments.
The second component to gauge customer satisfaction involved the INRA surveys. The
airline executives paid particular attention to these scores as they indicated levels of satisfaction
among the general consumer population and identified areas requiring continuous improvement.
In 1973 Singapore Airlines scored 68, in 1974 the company scored 74 and in 1979 they scored
78. The scores of 39 other airlines demonstrated that two other competitors, Cathy Pacific and
Thai International, were improving rapidly. This provided one indicator of competitive
advantage. In order for Singapore Airlines to stay ahead of their competitors they would need to
evaluate their position against industry leaders and determine if changes would be needed to stay
competitive, particularly with respect to customer service and customer satisfaction (Wyckoff,
1989).
Plan to Introduce Slot Machines
Singapore Airlines has responded to many changes in order to differentiate itself within an
increasingly competitive market place. One responsive action was to remove sleepers, replacing them
with a business class section. Reactions from consumers were less than favorable. The move strayed
from what consumers came to expect of elite levels of customer service, which were in large part, due
to the attention paid to the personal needs of its elite customers. Although intended to be innovative
and distinctive, the inclusion of slot machines on transatlantic flights was another idea met with
considerable consumer dissatisfaction. While potentially generating a new stream of revenue, the idea
only worked to incite passengers with a new category of charges. In addition to generating cost for the
consumer, the machines took valuable space away from seats and posed problems in light of weight
restrictions (Time, 1981). These changes only compounded issues and introduced new problems such as
the potential for in-flight injury, rather than improving in-flight services. While there was some
opportunity for revenue, initially, the gains would last for a season and were not expected to extend out
into the long-term.
Conclusion
The Singapore Airlines Case Study highlights both effective as well as ineffective
management approaches within the company. The subsequent analysis and evaluation of
company operations and strategies offer a compelling glimpse of organizational design and
leadership amid change, as well as provide a platform for future discussions of organizational
development and change management. Group evaluation of organizational design, organizational
decision-making, and organizational process at Singapore Airlines yielded some
recommendations for new approaches to address complaints, become more mainstream in an
increasingly diverse market space, and become more innovative without losing sight of the
customer service focus that has made Singapore Airlines so successful.
Health Organization Case Study
1
Unsatisfactory
0.00%
80.0 %Content
30.0 %Case
Case study
study assesses assesses the
the readiness of readiness of the
the health care health care
organization or organization or
network in
network in
addressing the addressing the
health care
health care needs
needs of citizens of citizens in the
in the next
next decade is not
decade
provided.
2
Less than
Satisfactory
75.00%
3
Satisfactory
79.00%
Case study assesses Case study
the readiness of
assesses the
the health care
readiness of the
organization or
health care
network in
organization or
addressing the
network in
health care needs addressing the
of citizens in the health care
next decade is
needs of citizens
offered; however, in the next
relevant
decade meets
information is
the basic criteria
missing as
for the
indicated in the
assignment as
assignment
indicated in the
instructions.
assignment
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10.0 %Case
Case study
Case study
Case study
study includes a including a
including a
including a
strategic plan
strategic plan that strategic plan that strategic plan
that addresses addresses issues addresses issues
that addresses
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10.0 %Case
Case study
Case study
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including a
including a
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strategic plan that strategic plan that strategic plan
that addresses addresses issues addresses issues
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to nurse staffing staffing is not
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provided;
meets the basic
however, relevant criteria for the
information is
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missing as
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assignment
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instructions.
10.0 %Case
Case study
Case study
Case study
study includes a including a
including a
including a
strategic plan
strategic plan that strategic plan that strategic plan
that addresses addresses issues addresses issues
that addresses
issues pertaining pertaining to
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4
Good
89.00%
5
Excellent
100.00%
Case study assesses Case study assesses
the readiness of
the readiness of the
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health care
organization or
organization or
network in
network in
addressing the
addressing the
health care needs health care needs of
of citizens in the citizens in the next
next decade meets decade is offered in
all criteria for the detail, while
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higher level thinking
assignment
by incorporating
instructions, and is prior learning or
offered in detail. reflective thought.
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Case study including
including a
a strategic plan that
strategic plan that addresses issues
addresses issues
pertaining to
pertaining to
network growth; is
network growth;
offered in detail,
meets all criteria while demonstrating
for the assignment, higher level thinking
as indicated in the by incorporating
assignment
prior learning or
instructions, and is reflective thought.
provided in detail.
Case study
including a
strategic plan that
addresses issues
pertaining to nurse
staffing meets all
criteria for the
assignment, as
indicated in the
assignment
instructions, and is
provided in detail.
Case study including
a strategic plan that
addresses issues
pertaining to nurse
staffing is offered in
detail, while
demonstrating
higher level thinking
by incorporating
prior learning or
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pertaining to
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resource
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management meets offered in detail,
all criteria for the while demonstrating
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provided in detail.
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10.0 %Case
Case study
Case study
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Case study including
study include a including a
including a
including a
including a
a strategic plan that
strategic plan
strategic plan that strategic plan that strategic plan
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5.0 %Essay
A comparison
An incomplete
A summary
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A detailed and clear
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more information
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5.0 %Cultural
Cultural issues
Cultural issues
Cultural issues
Cultural issues
Cultural issues
issues that may influencing
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influence the
needed to
to establish how
to establish how
proposed
establish how
these influence the these influence the
practices. There these influence proposed practices. proposed practices.
are inaccuracies. the proposed
practices.
15.0
%Organization
and
Effectiveness
5.0 %Thesis
Paper lacks any
Thesis and/or main Thesis and/or
Thesis and/or main Thesis and/or main
Development
discernible overall claim are
main claim are claim are clear and claim are
and Purpose
purpose or
insufficiently
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forecast the
comprehensive;
organizing claim. developed and/or appropriate to
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paper. It is
the thesis is the
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reflective of the
paper. Thesis
arguments and
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appropriate to the the purpose of the
purpose.
paper clear.
15.0
%Organization
and
Effectiveness
5.0 %Paragraph Paragraphs and
Development
transitions
and Transitions consistently lack
unity and
coherence. .No
apparent
connections
between
paragraphs are
established.
Transitions are
inappropriate to
purpose and
scope.
Organization is
disjointed.
15.0
%Organization
and
Effectiveness
5.0 %Mechanics Surface errors are
of Writing
pervasive enough
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that they impede
spelling,
communication of
punctuation,
meaning.
grammar,
Inappropriate
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word choice
and/or sentence
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5.0 %Format
2.0 %Paper
Format (use of
appropriate
style for the
major and
assignment)
Some paragraphs
and transitions
may lack logical
progression of
ideas, unity,
coherence, and/or
cohesiveness.
Some degree of
organization is
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Paragraphs are
generally
competent, but
ideas may show
some
inconsistency in
organization
and/or in their
relationships to
each other.
A logical
There …
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