Assignment Objectives: Analyze a case study and construct a model for
identifying performance improvement opportunities
Purpose: The Performance Improvement process involves
many steps, and management of the process is a critical element of success or
failure. An important first step to identifying what improvement
opportunities might exist is to identify the problem and who it impacts. We do
this by examining sets of performance measures that relate to the
situation, distinguishing what customers are affected, and evaluating how
the current performance meets their needs and expectations. If customer
needs are not being met, we then identify opportunities to improve performance
to satisfy their expectations.
This assignment asks students to analyze a case study of a
laboratory situation, and construct a model for identifying performance
improvement opportunities using the process presented in Chapter 2 (also
reviewed in detail in the Week 2 online presentation).
Assignment Description: Based on this week’s readings and the online presentations,
analyze the “Case of the Belated Lab Test” using the 4-step model described in
Chapter 2 and Part I of this week’s online presentation . You will be creating
the first steps of a performance improvement plan for this case study.
The case is included as an attached file under the Week 2
Assignments and Assessments tab. The case study already describes the current
flow of activities, so it may be helpful to make a list of the steps and
who takes them. OPTIONAL: you can earn extra credit for including a flow chart
of the steps, but the flow chart is not mandatory.
W2A1: Your paper should be
written in APA style (minimum 3 pages) that includes the following elements:
Introduction:
Introduce what your analysis will include and what topics you will cover.
Include a preview of your findings of performance opportunities.
Body: Be sure to
address all of the following elements:
·
Create a brief description of the performance measures that are
involved in this problem: Distinguish whether they are systems measures,
process measures, or outcome measures? This is your “problem statement”.
·
Identify any internal and external customers that this situation
affects.
·
Evaluate how satisfied each customer is with the current
performance:
·
Construct a plan for how you would measure each customer’s
expectations and whether they are satisfied with the current
performance. Examine each customer’s requirements for the performance
measure: what is each customer expecting? Describe at least two types of tools
that you would use to determine their expectations and measure their
satisfaction.
Conclusion:
Summarize your findings and conclude with a list of performance opportunities
that will need to be addressed by future work teams.
Parameters: Your paper should be in APA style, with a
minimum of three pages excluding cover and reference pages. Optional: You may
want to add a flow chart of steps described the case study process.
Include your textbook and any other references in proper APA style.
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