16 17 18 20 21 22 23 Managing 5,000 employees at 25 locations, AtlantiCare is a serious business that's boasted a respectable turnaround for nearly two decades. Yet in order to Increase that margin further stil, managers wanted to implement improvements across the board. Because patient satisfaction is the single-most important aspect of the healthcare industry, engaging in a renewed campaign of TOM proved a natural fit. The firm chose to adopt a 'plan-do-check-act cycle. revealing gaps in staff communication-which subsequently meant longer patient waiting times and more complaints. To tackle this, managers explored ap sideways method of internal communications Instead of information trickling down from top-to-bottom, all of the company's employees were given freedom to provide vital feedback at each and every level Atlanticare decided to ensure all new employees understood this quality culture from the onset. At orientation, staff now receive a crash course in the company's performance excellence framework- a management system that organises the firm's processes into five key areas: quality, customer service people and workplace, growth and financial performance. As employees rise through the ranks, this emphasis on improvement follows, so managers can operate within the company's tight-loose-tight process management style Aher creating benchmark goals for employees to achieve at all levels - including better engagement at the point of delivery. Increasing clinical communication and identifying and prioritising service opportunities-AtlantiCare was able to thrive. The number of repeat customers at the firm tripled, and market share hit a six-year high Profits unsurprisingly followed. The firm's revenues shot up from $280m to 5650m after implementing the quality improvement strategies and the number of patients being serviced dwarfed state numbers Question 1 (10 marks) Atlantica ganization used TQM Intervention to develop and change itself Elaborate a detailed analysis about how this intervention was implemented with identifing the five basic activities of the TOM Question 2 (10 Mark After implementing the TOM intervention Atlanticare should evaluate the process. Elaborate a detailed analysis about the importance of the evaluation and what the organization should evaluate taking in consideration the different steps of the Evaluation