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Written Analysis and Communication

Individual Assignment No 2

Case Analysis Report on

‘The Quality Improvement Customers Didn’t Want’

Submitted by

Mitul Jayendrabhai Shah

Roll no- 121224

MBA FT – SECTION B

Institute of Management – Nirma University

14TH August 2012

EXECUTIVE SUMMARY

Quality Care is a US based reputed Health Maintenance Organization (HMO). Allan Moulter, CEO of Quality Care is in dilemma to install computerized system or not because of the uncertain behaviour of customers.

The objectives are to retain existing customers, to maintain customers’ satisfaction and to improve service quality.

The alternatives are to implement the new system or not to implement the system or implement the system parallel to current manual system.

The decision is to implement computerized system parallel to manual system initially. If customers accept the new system, Quality Care can go for fully computerized automated system.

WORD COUNT - 99

SITUATIONAL ANALYSIS

Quality Care is Health Maintenance Organization (HMO) based in US. After Health Care One and Medicenters, it is 3rd player in the region (Refer exhibit no.1).

Allan Moulter is the CEO of the Quality Care for nine years. Jack Zadow, a consultant presented requirements for computerized system which made Allan think whether he should implement automation or not. HealthCare One, number one player in region has already begun using computerized reception system and the number Two player – MediCenters is also planning to install similar system by January. As per new system, members can directly go to a computer and slide their identification card through. Computer will ask set of
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