HIM445 Wk3 Ashford university Customer service and critical pathways

Critical Pathway

Using the Gantt chart and timeline developed in Week Three for your clinic, determine the critical pathway. What are the factors that contribute to the critical pathway? Identify tasks that could be done simultaneously and if so redo the Gantt chart in preparation for the Final Project. If you cannot identify any tasks that could be done simultaneously, explain why.

Part 1 Assignment

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Customer Service

By Day 1 of Week One, your instructor will assign each student an option. Assume you are working on a project to improve customer service. Create a Pareto chart based on the information

in
the assigned option. Use the Pareto chart template (available in the online classroom) or use Excel to produce a Pareto chart that looks like the Pareto chart in Chapter 8 of the course textbook. Include three detailed actions to take to address the customer complaints.

Option 1:

Customer Complaint

Frequency/Week


Customer
is on hold too long

41

An appointment is not available within 48 hours

35

Wait time in the exam room exceeds 20 minutes

98

Co-pay amount is incorrectly calculated by staff

75

Option 2:

Customer Complaint

Frequency/Week

Signage is difficult to follow within the facility

120

Hallway service is difficult to walk on between facility sections

89

Walls and baseboards are dented, scraped or otherwise marred

57

Soap and/or paper towels not available in bathroom

15

Option 3:

Customer Complaint

Frequency/Week


Customer
is on hold too long

95


Customer
gets transferred to the wrong area or cut off

25

Service rep cannot answer

customer’s question

125

Service rep does not follow through as promised

45

Option 4:

Customer Complaint

Frequency/Week


Room temperature
is too cold

70


Room temperature
is too hot

45


Room
is not clean

35

Sheets are stained/have holes

95

Part 2 of assignment

  • Includes the Pareto chart with title, X and Y-axis labels, and the line chart to show cumulative percentage. A sample Pareto chart you may use is available in the online classroom.
  • Includes three detailed actions to take to address the customer complaints and includes the rationale for the priority of the actions.
  • Must be two double-spaced pages in length (not including title and

    references
    pages) and formatted according to APA style as outlined in the Ashford Writing Center (Links to an external site.

    )
    Links to an external site.
    .
  • Must include a separate title page with the following:
    • Title of paper
    • Student’s name
    • Course name and number
    • Instructor’s name
    • Date submitted
  • Must document all sources in APA style as outlined in the Ashford Writing Center.
  • Must include a separate

    references
    page that is formatted according to APA style as outlined in the Ashford Writing Center.

 
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