Case Study: Admitting Department Shelley

York is supervisor of the admitting department at Newhealth, a health maintenance organization. Three clerks - Shemenski, Turner, and Underwood-report to her. All are responsible for processing patients. Using a sampling method for monitoring productivity, York obtained the following data for a 2- hour period: Shemenski processed 14 patients. Turner processed 16 patients. Underwood processed 11 patients. Each clerk is expected to process 7 patients per hour.

QUESTIONS

1. What should York do? two hundred words

2. What is the control point (input, process, or output)? two hundred words

3. What kind of information should York obtain relative to Turner and Underwood? What might be some of the "causes" for the deviations? two hundred words

4. What impact might this have on the overall functioning of HMO. Propose steps to remedy this situation. two hundred words

Please provide at least 5 references