CASE STUDY – ANSWERS TO TMA QUESTIONS
1- How well has Barbara Norris done in her first month as nurse manager of GSU (General Surgery Unit)
In this section, we will be answering the first question of the TMA. We will discuss and analyze how well has Barbara Norris done in her first month as nurse manager of GSU (General Surgery Unit). Also we will go through the conflicts and tension between employees, lack of collaboration in the unit, the quality of service provided by the unit, lack of opportunities to learn and grow and non-transparent performance review system that does not provide constructive or trustworthy feedback. The analysis is based on our understanding from the course materials.
As per our study to the …show more content…
The quality of the service is one of the main things that has big impact on the financial performance of the organization, and as we studied fundamental of senior management part A, that (quality can have a twofold benefit for the producer: it can increase revenue and decrease costs. A reputation for high quality can help an organization attract and retain more customers, thus generating a higher volume of sales) (from the slide). Barbara knows that the quality of the service of GSU was low which need to concentrate on, because if you don’t meet your customer expectation you will start losing your customer. In addition, as mentioned in the provided case that the customers are not satisfied about the service of the unit, (although its patient satisfaction scores were average, they had been declining steadily over the past few years)….. During the meeting discussion, Barbara was evaluating the reasons for low performance in the provided services. We will use five dimension to assess the service quality of the unit based on Barbara discussion with her
1- How well has Barbara Norris done in her first month as nurse manager of GSU (General Surgery Unit)
In this section, we will be answering the first question of the TMA. We will discuss and analyze how well has Barbara Norris done in her first month as nurse manager of GSU (General Surgery Unit). Also we will go through the conflicts and tension between employees, lack of collaboration in the unit, the quality of service provided by the unit, lack of opportunities to learn and grow and non-transparent performance review system that does not provide constructive or trustworthy feedback. The analysis is based on our understanding from the course materials.
As per our study to the …show more content…
The quality of the service is one of the main things that has big impact on the financial performance of the organization, and as we studied fundamental of senior management part A, that (quality can have a twofold benefit for the producer: it can increase revenue and decrease costs. A reputation for high quality can help an organization attract and retain more customers, thus generating a higher volume of sales) (from the slide). Barbara knows that the quality of the service of GSU was low which need to concentrate on, because if you don’t meet your customer expectation you will start losing your customer. In addition, as mentioned in the provided case that the customers are not satisfied about the service of the unit, (although its patient satisfaction scores were average, they had been declining steadily over the past few years)….. During the meeting discussion, Barbara was evaluating the reasons for low performance in the provided services. We will use five dimension to assess the service quality of the unit based on Barbara discussion with her