Alan Case Analysis

The article talks about the dilemma Allan Moulter (CEO of Quality Health Care) is facing .Jack Zadow (a consultant) proposed the idea of computerized reception system which will enable patients to feed their information, refer to doctor, check blood pressure ,pay bills, etc. This will decrease the load of the nurses who use to handle the reception work and they will be free to serve other patients. Pat (CIO of Quaity Health Care) is in total favour of the installation as she thinks that the patients will assume the health care is not technology friendly and their medical procedure is slow.Also if the insurance company and government decides that it’s the way to go then they have to anyhow do it, so why not now. But allan is not sure about the outcomes of the new system as investing $ 350000 will bring a major change when 86% patients are already satisfied with the facilities and services provided by the health care.

Then allan consulted Ginger (VP of marketing) about the whole presentation. Ginger was not satisfied with the agruments stated by jack or pat .She felt that health care is a personal field, one on one attention is what makes a satisfied customer. She showed allan reports of various surveys which stated that the functioning at health care was perfect and doesnot require any changes. She also said about the wrong data feed by the patients creating a mess at the organisation.

Later Ginger and pat had a discussion about the matter but it was all vain as both were having their valid points and no one was in a state to understand the other.

Finally the question was left unanswered of installing the system or not.