Steve Milloy works as the assistant to the clinic manager for the West Union branch of...
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Steve Milloy works as the assistant to the clinic manager for the West Union branch of Tri-City Healthcare Systems, which operates about 25 health facilities in the area. Tri-City has been experiencing a drop-off in business, and, given the negative comments on its Facebook page, the manager for the West Union clinics, Chandra Mohanty, suspects that poor customer service is a factor. To find out if her clinics are at fault, she and Steve designed and conducted a patient survey. Of the West Union clinics' 4,035 patients, 1,188 responded to the survey, which ran for three months. Patients who visited the office during this time were given a written survey. to fill out, while those who didn't were mailed a survey, with a two-week window to respond. It's now Steve's job to report the findings to Chandra, who plans to forward the report to upper management. Step 1: Critique Steve's introduction to his report. How successfully does it meet the information needs of the secondary audience, Tri-City's upper management, who may not even have known that Chandra was conducting such a survey? Step 2: Rewrite his introduction. Steve's Introduction: As you requested, I have analyzed the results of the customer service research and the findings indicate that the 1,188 patients believe overall the clinic is doing well in terms of courtesy, time they are on hold when calling the office, and helpfulness. Readings were below average on available appointment times and the wait time to see the doctor. "Based on Case 26 in Chapter 11. Steve Milloy works as the assistant to the clinic manager for the West Union branch of Tri-City Healthcare Systems, which operates about 25 health facilities in the area. Tri-City has been experiencing a drop-off in business, and, given the negative comments on its Facebook page, the manager for the West Union clinics, Chandra Mohanty, suspects that poor customer service is a factor. To find out if her clinics are at fault, she and Steve designed and conducted a patient survey. Of the West Union clinics' 4,035 patients, 1,188 responded to the survey, which ran for three months. Patients who visited the office during this time were given a written survey. to fill out, while those who didn't were mailed a survey, with a two-week window to respond. It's now Steve's job to report the findings to Chandra, who plans to forward the report to upper management. Step 1: Critique Steve's introduction to his report. How successfully does it meet the information needs of the secondary audience, Tri-City's upper management, who may not even have known that Chandra was conducting such a survey? Step 2: Rewrite his introduction. Steve's Introduction: As you requested, I have analyzed the results of the customer service research and the findings indicate that the 1,188 patients believe overall the clinic is doing well in terms of courtesy, time they are on hold when calling the office, and helpfulness. Readings were below average on available appointment times and the wait time to see the doctor. "Based on Case 26 in Chapter 11.
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Answer rating: 100% (QA)
Step 1 Critique of Steves Introduction Strengths Mentions the completion of the requested task Steve clarifies that he analyzed the survey results as ... View the full answer
Related Book For
Understanding Business Ethics
ISBN: 9781506303239
3rd Edition
Authors: Peter A. Stanwick, Sarah D. Stanwick
Posted Date:
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