Call centers are typically business process outsourcing. They subcontract with various businesses; call centers are the hired party to perform services and create goods that are usually performed by in house by the company's own employees and staff. The business practice Outsourcing was introduced in the late 1980’s. I choose to do the Apple Tree Company video case because I relate to it a lot. I am licensed as an agent and insurance producer. I work for a company similar to Apple Tree. Teletech a business outsourcing company founded in 1982. My project is United Health Care. We have other projects like USSA. Pertaining to me, i take inbound calls from consumers 65 and over and help them find doctors, check medication, try to find a plan that
Membership Services (MSD) at Kaiser Permanente used to be a modest department of sixty staff. However, over the past few years the department has doubled in size, creating minor departmental reorganization. In addition the increase of departmental staffing, several challenges became apparent. The changes included primary job function, as well as the introduction of new network system software which slowed down the processes of other departments. These departments included Claims (who pay the bills for service providers outside of the Kaiser Permanente network), and Patient Business Services (who send invoices to members for services received within Kaiser Permanente). Due to the unforeseen challenges created by the system upgrade, it was decided that MSD would process the calls for both of the affected departments. Unfortunately, this created a catastrophic event of MSD receiving numerous phone calls from upset members—who had received bills a year after the service had been provided. The average Monday call volume had risen from 1,800 to 2,600 calls per day. The average handling time for each phone call had risen as well—from an acceptable standard of 5.6 minutes to an unfavorable 7.2 minutes. The department continued to be kept inundated with these types of calls for the two years that these changes have been effect.
It would be an awesome day in history if the healthcare industry could mimic restaurant chains business practice of combining quality control, cost control, and innovation. Even though it’s a great gesture from a patient’s perspective, there is no way that healthcare could even come close to such models of restaurant business practices. Why is that? Well, a restaurant is more predictable than any health care sector. First, restaurants are able to plan and coordinate their business practice to meet the needs of their customers. Secondly, they can control inventory and certify quality meals at an affordable price. Additionally, they can predict how many customers will
“The people who are crazy enough to think they can change the world are the ones who do” (Isaacson). When the late Steve Jobs was a child he was abandoned by his real mother and adopted by the Jobs family. Steve was a stubborn rude man who was ruthless, however he was focused, crazy, and inspirational. His characteristics drove him to form one of the greatest companies today, Apple. The computer company revolutionized the world with a frontline of the greatest products the world has ever seen. Although facing many hardships, the company managed to change the music industry, computer industry, phone industry, design industry and created a tablet industry. Apple envisioned products that did not exist and it thrived from the reaction of its consumers. After becoming a fortune five hundred company, it has continued to develop its products and has remained one of Americans most pristine companies however has also been put in the spotlight on social and ethical responsibilities. Ethical businesses use principles and standards that determine if conduct in organizations is acceptable. The big question has arose, is Apple socially and ethically responsible with their suppliers, the economy, its workers, and its consumers? Is Apple responsible for its supplier chains? Does apple have programs through which they help solve social and ethical issues? Has apple made any financial contributions to address issues?
Apple has been questioned by the United States Congress and the court of public opinion in regards to its growing horde of cash it keeps outside the United States. Apple insists that it has done nothing wrong and has not broken any laws, foreign or domestic. The cash in question comes from profits of operations outside the United States. Apple has pursued a plan to keep the offshore profits outside of the country in order to avoid the United States 39% corporate tax. The structure of companies Apple has created in Ireland have enabled the company to stockpile profits and pay little to no tax.
ACO is an organization that consists of doctors, suppliers of health care e.g hospitals, clinics, all health care services, and anyone involved in patient care to provide the best possible care for all Medicare patients. This model was adopted by the Affordable Care ACT with the number one goal of providing timely, accessible and appropriate care for all Medicare patients. Not only was the ACO supposed to provide the best care, but a very important aim was to reduce unnecessary hospitalization of patients, unnecessary medical emergency visits, and any other duplicated medical service. This was supposed to bring about big changes in the health care system as it number one aim was to reduce the health care cost for the government and everyone
How does the knowledge of main inclinations and traits of human behavior (studied by Behavioral Economics) can help the businesses to increase their sales though the extension of customer loyalty?
When it comes to health matters, everyone becomes attentive. People believe that with good health, one can virtually accomplish anything that they desire. This is the reason to as why health is given all the attention. It is important to have a clear understanding of the meaning of the term health, healthcare and systems that are put in place to facilitate healthcare.
Marrewijk (2003) demonstrates concept of social responsibility (CSR), also known as corporate citizenship, which is mainly about corporation’s initiatives to take responsibility for company’s activities that impact environment and social wellbeing in order to obtain sustainability. According to Deegan et al (2002), legitimacy theory is an approved theory that would be used in the practice of corporate social reporting because it based on the notion of social contract and on the assumption that governance mechanism would adapt the strategy showing that the corporation is trying to comply with society’s expectation.
The American Health Care system has prided itself on providing high quality services to the citizens who normally cannot afford them. This system has been in place for years and until now it did a fairly decent job. The problem today is money; the cost of hospital services and doctor fees are rising faster than ever before. The government has been trying to come up with a new plan these past few years even though there has been strong opposition against a new Health Care system. There are many reasons why it should be changed and there are many reasons why it shouldn’t be changed. The main thing that both sides heads towards is money. Both sides want to save money just in different ways.
Today, Apple keeps coming out on top with their exceptional and award winning items and administrations. Apple is additionally credited with driving the advanced media upheaval with their iPod compact music and feature players and iTunes online media store, making the first supportable music-downloading plan of action ever. (Jakab,
With the technological growth in our society there is a great need for call centers. Role conflict occurs when supervisors have the duty to support call center empl...
No position in your company is quite as important as your call center employee. These employees have a direct line to customers, sometimes when retention is on the line. The way these employees interact with these customers will help showcase the company in a positive or negative light. The way the company is portrayed depends a great deal on the amount of effort you are willing to put into these employees.
Many companies today are working towards making sure their businesses are running smoothly and being responsible when it comes to employment practices and ethical standards. Apple, for instance, is one of the many companies that has recently found out that not all regions it has factories in are following the guidelines necessary for running.
Consumers desire timely, resourceful help at their fingertips. Plus, the cost of call centers can be expensive and difficult to manage.
Ferris Healthcare, Inc recognizes that their growth as organization was depending on their rapid implementation of project management. Their line managers have been performing as project managers, which most of the times resulted on delayed and over budget projects. All employees agree that a project management methodology is necessary in the organization.