A vital component of any institution in the world is the ability to adjust and adapt to change as well as to initiate strategies that aid in the achievement of business objectives. The global business is shifting dramatically, with regulatory and political changes taking place from Europe to Washington and beyond. It is more important that organizations remain prepared for the imminent change. Companies that will prosper in this complex times are those with employees that confident, quick, and nimble enough to make the important decision that facilitates business growth. The organizational teams should be able to go beyond the departments and silos and have a perspective that takes care of the broader environment and the entire landscape of competitors. Both managers and employees in different companies face an enormous task when preparing for an unpredictable future.
The report will focus on Orion Health which is a multinational corporation that offers healthcare products. The organization’s processes will be mapped out by the use of relationship and cross-functional maps. The mapping is the end to end process in a company that helps to break down the silos by giving workers visibility of their roles. Mapping opens a pathway to successful company improvement in a measurable and real way. The mapping creates accessibility, accuracy, and simplicity in a company. The report will analyse the client’s data file to identify the areas of improvement.
1. The organization (Orion Health)
Orion Health is an Australian based organization that develops software to improve healthcare outcomes and to drive efficiency in medical institutions. The company delivers technology solutions for precision medicine, unified care and solutions for integration. The company is built on an open data platform that enables it to proactively drive wellness across the community through the upgrade of healthcare outcomes ("Orion Health AU | About Company", 2018). The company has been effective in managing patients care in various parts of the world. The company is dedicated to building a thinking software for life (a smart suite of applications that will give all persons longer, happier, and healthier lives).
1.1 Orion Health Vision and Mission Statement
1.1.1 Vision Statement
The firm’s vision statement is, “To revolutionize global healthcare so every individual receives the perfect care for them ("Orion Health AU | About Company", 2018).”
The Corporation aims at transforming health care by offering modern technology to make sure that all persons in the world can afford quality care. The firm’s health solution utilizes the numerous amount of health data to manage their member’s wellness program.
1.1.1 Mission
The organization’s mission is to make a precision medicine a reality in all parts of the world. The precision medicine is emerging as healthcare model that combines all data exclusive to individuals and identifies the treatment and prevention strategies that will be effective for them based on lifestyle environment and the genetic factors (Ekpe, Eneh & Inyang, 2015). The company is a fast growing innovative institution offering easy to use, cost effective, and rapid solution to clients with a special focus on Point-of-Care.
1.2 Orion Health Target Market
The providers and the payers continue to be the target customers for the organization. The company offers integrated practice and clinical management programs to streamline the internal processes and this has enabled it to attract customers from all parts of the world. The organization offers healthcare solutions to more than 110 million clients that are distributed in more than 25 nations ("Orion Health AU | About Company", 2018). The firm’s integration engine serves 640 healthcare institutions (324 are based in the United States).
1.3 Business And Strategic Objectives
In relation to the core value, the current business objectives and strategies for Orion Health Company are:
To ensure that customer’s requirements and needs are met so that the organization continues to protect its market share.
The company is dedicated to creating innovative and creative solutions that meet the customer’s future and also the present needs.
The company also aims at enhancing the workplace environment to engage and support all members of staff. The workplace environment ought to be well structured to enhance performance and ensure that all employees are capable of maximizing their effort to increase output (Ekpe, Eneh & Inyang, 2015).
The company also aims increasing its global presence through the transfer of business to other countries especially the developing ones. The move to internationalize will improve the financial viability of the Orion Target market.
2. Business Process Identification
The business processes is a set of activities or a single activity that can accomplish a certain organizational goal. The Business process should have consistent outcomes, must be as specific as possible, and should also be purposeful. The business process mapping provides an institution with a clear visibility on how processes function. It can be a vital step in boosting the operational effectiveness of an organization.
2.1 Customer After-Purchase Support and Inquiries
Orion Health basically utilizes phone when communicating to its client or when handling inquiries. Most of the basic inquiries are handled by the support staff. The most complicated inquiries are handled by the most experienced members of staff or the team leaders. The support staffs are allowed to collect information from the customer to aid in the formulation of an effective solution to their inquiries.
2.2 The Acquisition of Customer Data
In certain circumstances, Orion Health Support staff and team leads are responsible for requesting the customers to offer certain information that aids in the troubleshooting of the issues raised. The investigation aspect takes multiple departments that include the customer’s IT Support, Orion Health IT operational team, team leaders and the support staff. The company utilizes a cross relationship process when handling the customer’s grievances.
2.3 Customer Feedback Process
A company with a well-established customer feedback allows it to consistently and continually leverage the client’s suggestion and profit from it. A systematic feedback process is also about giving clients a chance to offer feedback and ensuring that the collected data is actionable towards meeting the customer expectation and improving the business.
Customer feedback is important to Orion Health as it often brings light to some of the concerns and problems associated with various products. The company strives to ensure that customers receive real-time information about various products and any changes in production process. The company also educates customers on some of its products. The present feedback program includes the team leaders, Orion Team trainers, the support staff, and the customers.
The feedback can be issued to customers through various channels such as emails, phone and on the website. The company does not have any standard procedure that must be followed before the feedbacks are delivered to a customer.
3. The Cross-Functional Maps and Relationship Maps
3.1 Cross-Functional Maps
Figure 1: The Process of Acquiring Data from Customers Cross Functional Map
(Fosso Wamba & Mishra, 2017)
Figure 2: Process of obtaining Feedback from Customers
(Fosso Wamba & Mishra, 2017)
3.2 Relational Maps
Figure 3: The acquisition of the customer’s data
(Fosso Wamba & Mishra, 2017)
4. The Analysis
The cross-functional and the relationship maps above shows the relationship between various parties as they offer services clients in the company. The maps indicate that there are various parties involves in the process of obtaining data from the client. The analysis mainly aims at streamlining the processes by eliminating certain bottlenecks that affect the current workflow. The aim is to come up with a more customer-focused and efficient process. Based on the maps presented above there seems to be confusion on the exact person who is responsible for uploading the data to the company. The processes often lead to delays because of the lengthy follow-up process.
4.1 Process Measurement
Process measurement is a procedure or technique that is used to obtain data for gauging the quality of output. The process facilitates the collection and reporting of information pertaining to the performance of components and groups within a company. Based on the evaluation, the company lacks an appropriate way of measuring if the goals have been attained. The absence of a proper measurement of goals makes it hard to improve the business process to achieve an optimal outcome.
4.2 The Service Blueprint
The service blueprints is an operational tool that offers guidance on how various services will be delivered in a company, specifying the support systems, staff actions and physical evidence needed to deliver service across its different channels ("Orion Health AU | About Company", 2018). Based on the process of obtaining the customer's data outlined above, there are two obvious points of interactions: the retrievals of data, and the identification of the customer’s data.
4.3 Bottlenecks
The bottlenecks are barriers that prevent a business from achieving its objectives. In addition, they can slow down the process. When receiving the data files, the bottlenecks can occur at any stage during the process (Kang, 2017). In Orion health, if any party fails to perform their duty effectively (such as when the support staff fails to obtain the data from the customer or the IT operators fails to confirm the validity of the data) no further action can be achieved. In the company, there is a sequential process of receiving the customer’s data file. The parties rely on each other to ensure that the process is smooth. A delay in one section can disrupt the entire process because no further action can be taken.
5. Discussion
The research identified various areas that require improvement to enhance customer satisfaction and reduce the level of risks within the company. The areas that demand improvement include the absence of performance measurement and inefficient documentation process. The inefficiency causes delays because most customers are made to wait for a significant amount of time before their issues can be resolved. Implementation of an appropriate design can eliminate the problem and enhance customer service delivery.
6. Conclusion
The company must consider implementing performance measurement techniques which can improve transparency of results and accountability of all workers. The tool is often used by companies to measure outcomes, outputs, activities, and inputs with the objective of identifying the areas of weakness.
The management should take substantive steps to improve the level of efficiency within the company to ensure that customers receive better services. The process of obtaining data from customers must be revamped to enhance data processing. The resigning of the system will guarantee that all the customers’ grievances are attended to within the stipulated time.
7. Recommendation
7.1 Set Benchmarks as A Way of Measuring Business Performances
The management of Orion Health must set a benchmark that can be measured. The yardstick will serve as a guide to determine the efficacy of the processes. The benchmarks will act as a sign of the company’s health, showing progress towards recovery, giving clues to possible health issues and providing the current status assessment. The performance measurement will also determine the performance trends that can determine the process improvement priorities.
7.2 The Internal Process Guide Must Be Developed
The company should come up with a standard internal process that guides all processes. The process should also define the role of the employee and how they are supposed to respond to customers. A standard internal process can serve as a guide in events that employees are unable to handle certain tasks. The guide will also improve uniformity within the company.
References
Ekpe, E., Eneh, S., & Inyang, B. (2015). Leveraging Organizational Performance through Effective Mission Statement. International Business Research, 8(9). doi: 10.5539/ibr.v8n9p135
Fosso Wamba, S., & Mishra, D. (2017). Big data integration with business processes: a literature review. Business Process Management Journal, 23(3), 477-492. doi: 10.1108/bpmj-02-2017-0047
Kang, G. (2017). The correctness of artefact-centric business process models. International Journal Of Business Process Integration And Management, 8(3), 172. doi: 10.1504/ijbpim.2017.10006320
Orion Health AU | About Company. (2018). Retrieved from https://orionhealth.com/au/
