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The quality improvement customers didn’t want - Summary
Member rating: No Rating | Words: | Submitted: Tue Jun 20 2006
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The quality improvement customers didn't want - Summary This case describes a choice that Quality Care, a health maintenance organization, is facing. The case starts with describing a part of the presentation a consultant, Jack, is giving to the CEO, Allan, and the CIO, Pat, about a computerized reception system. He states that the two biggest competitors are already using it or going to use it in the near future. He clearly depicts the advantages for Quality Care and tries to convince his audience. He states that it would be a giant step forward in the quality of the service. Allen, the CEO, then starts asking a lot of questions and is somewhat pessimistic. He says he doesn't see the real advantage and states that he is not sure whether it's worth it, since the customer retention and satisfaction is already good. Jack uses the strong argument that the competition is...
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