Peters has hired you as a consultant. She has suggested the following format for your consulting contract. You are free to use another format if it will improve the effectiveness of the consulting engagement.
Provide a detailed action plan that attacks the problem. Be specific and provide examples that relate to HGC.
- What is our major problem? (2 Marks)
- Identify some symptoms of the problem. (2 Marks)
- What is the major cause of the problem? (2 Marks)
Full Answer Section
Example for HGC:
If Peters is concerned about declining patient satisfaction at HGC, the major problem could be a breakdown in communication or service delivery processes.
- Identifying Symptoms of the Problem
- Gather data: Collect information from various sources, such as customer surveys, employee feedback, financial reports, and operational metrics.
- Look for patterns: Identify recurring issues or trends that may indicate underlying problems.
Example for HGC:
Symptoms of declining patient satisfaction might include increased complaints, lower patient retention rates, and negative online reviews.
- Identifying the Major Cause of the Problem
- Conduct a root cause analysis: Use tools like fishbone diagrams or 5 Whys to identify the underlying causes of the problem.
- Consider multiple factors: The problem may have multiple contributing causes, and it's important to address them all.
Example for HGC:
The root cause of declining patient satisfaction might be inadequate staffing levels, inefficient processes, or a lack of training for healthcare professionals.
Once these initial steps are completed, I can develop a more specific action plan tailored to the unique needs of HGC. The plan would include:
- Objectives: Clearly defined goals for addressing the problem.
- Strategies: Proposed approaches to achieve the objectives.
- Tactics: Specific actions or activities to implement the strategies.
- Timeline: A schedule for completing each phase of the action plan.
- Metrics: Key performance indicators to measure progress and success.
By following this structured approach, we can effectively identify and address the root causes of Peters' problem, leading to improved performance and outcomes for HGC.
Sample Answer
To provide a comprehensive and tailored action plan, I would need more information about the specific problem Peters is facing. However, I can offer a general framework and examples that could be adapted to various scenarios:
1. Identifying the Major Problem
- Clearly define the problem: Is it a strategic, operational, or financial issue? Is it related to customer satisfaction, employee morale, or market competitiveness?
- Consider the scope: Is the problem localized to a specific department or team, or does it affect the entire organization?