Please define important performance drivers from the below paragraphs?

Introduction:

The purpose of this project is to amend the organizational business strategy and raising the awareness and reputation of the Kingswood Health Centre by introducing a medical team IVR telephone system. The goal of this project is to fundamentally ensure the level of customer service is improved upon and an increase in customers / patients who fall within the catchment area, to register and patronize the medical centre. If the proposed alternative isn't accepted, alternatives such as increasing the number of staffs could be considered as well. The KHC provide clinical and non-clinical services such as family planning, maternity and midwifery, a variety of minor injuries/ ailments and lots more. The current gap in service quality is the institutions' ability to cater for the large number of households within its boundary in relation to the number of available staff. Another problem KHC faces is the potential criticism from the public relating to its attitude to customers /patients' reasons of contacting which may seem unreasonable to the staff. The IVR will absolutely eliminate this gap and restore the relationship that should exist between the institution and its customers.

Amendment to Organizations Business Strategy:

Reasons: Self-service has long been seen as a cost-cutting measure - it is easier to job in an automated system than with a live agent - but if done incorrectly, the advantages are quickly outweighed by negative impacts on total handling time, customer satisfaction, and expenditure.

Our strategy is to project best in the medical industry, customer service, and the current situation of the Covid-19 pandemic does not reflect this. The proposed IVR system will ensure all calls are answered in less than 6 rings. It will also ensure that calls are dealt with efficiently and promptly. These two facts align this project to the company strategy.

Deliverables (WBS):

Deliverables for Health institutions could be broad and tedious. However, they are essential to the success of a project (PMI, 2013). In the case of the KHC, some major deliverables have been identified and illustrated within the Work Breakdown Structure.

Figure 1Work structure breakdown (PMI, 2013)

Project Milestones:

The proposed major milestones, which demotes major achievement on a set of tasks and or activities, date of completion and description, are as follows.

Date

Milestone name

Milestone description

05/02/2021

IVR system selection completed

Selecting from a group of good IVR software that meets the immediate need at hand and is compatible with the desired goal

05/03/2021

Training and presentation completed

Sign off sheet of all trainings to staff and volunteers alike

11/06/2021

Test or trial phase completed

The completion of the trial phase and subsequent analysis of the results and outcomes, would determine if the project is worthwhile.

Timescale:

Initial analysis indicates the system will take approximately 4 - 5 months to implement across the organization.

Gap analysis report by 22^nd of February

Full list of potential IVR sale companies and stakeholders by 28^th of February

Develop filing and organizational systems by 5^th of March

Investigate IVR suppliers or developers and request Proposals and reports by 30^th of March

IVR process improvement presentation by 21^st of April

Trial completed by 30^st of June

Training report by 25^th of July

Progress report by 30^th of July

Implementation phase I and II by 07^st of August

Figure 2Gantt chart

Technical requirements:

IVR implementation strategies

Image and Brand specialist

Speech writer

Security and software control team

Professional software trainers and presenter

Social media campaign specialist

Alternatives:

The options considered included:

1.Introduce an IVR system (Selected)

2.Increasing the number of staff to the medical team

3.Having a dedicated team for the most vulnerable customers

Benefits:

The top-ranking benefits are as follows:

1.Happier customers or patients - we estimate that new customers or patient's satisfaction will increase by 20%. This will also encourage other potential customers and patients in the locality to register with the GP.

2.Improved lifetime value (LVT) - we propose that the LVT of customers or patients will increase by 15%.

3.Increased Customer or patient patronage - currently, it is estimated that 5% of all medical calls are unanswered and potentially such patronage is lost to private organizations

Stakeholders Analysis:

Figure 3Stakeholders Analysis

Risk Assessment:

The project looks straightforward right now, but there are still some unknown surrounding implementations. There is also the risk that the project doesn't meet the immediate need of the medical team or customers/patients' needs. For this reason, it is highly recommended that the medical team be involved in the process from the start, and patients encouraged to use the process as well.

References:

Kingswood Medical Health Centre web page; (accessed 02/03/2021)

Project Management Institute (2013) A Guide to the Project Management Body of Knowledge (PMBOK? Guide). Fifth ed. Newtown Square, PA: Project Management Institute.

South Gloucestershire City Council (2019) The Health sector [online]. Bristol: South Gloucestershire City Council. Available from: [Accessed 23/02/2021]

X Book1 - Excel Picture Tools Priyanka Tayade (Student) PT File Home Insert Page Layout Formulas Data Review View Help Format Tell me what you want to do Share AutoSum A A = EX AY O = ab Wrap Text General Fill Cell Insert Delete Format Sort & Find & Paste BIU - - - A - E Merge & Center 4- % " 6.0 .00 Conditional Format as .00 .0 Formatting Table * Styles Clear Filter ~ Select Clipboard Font Alignment Number IN Styles Cells Editing Picture 9 X v fx C D E G H J K L M N O P Q R S A B - w Kingswood Health Centre Medical IVR telephone system Period Highlight: 1 Plan Duration Actual Start 9% Complete Actual (beyond plan) % Complete (beyond plan) PLAN ACTUAL ACTUAL ACTIVITY PLAN START DURATION START DURATION PERCENT COMPLETE PERIODS 10 00 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 10 Activity 01 10/02/2021 12 1 13 100% 11 12 Activity 02 15/02/2021 13 10 100% 13 Activity 03 02/03/2021 2 4 98% 14 Activity 04 06/03/2021 24 3 25 75% 15 Activity 05 07/04/2021 21 4 22 25% 16 Activity 06 01/05/2021 60 3 60 10/% 17 Activity 07 01/07/2021 21 5 19 20% 18 Activity 08 27/07/2021 2 30% 19 20 Activity 09 07/08/2021 1 5 1 15% 21 O Sheet1 Sheet2 + + 100% Ready 13:22 Type here to search O w X ? () ENG 23/03/2021Book1 - Excel Priyanka Tayade (Student) PT X File Home Insert Page Layout Formulas Data Review View Help Tell me what you want to do Share AutoSum Calibri - 11 - A A = al Wrap Text General EX AY O Fill Paste BIU - -LA- Merge & Center 9. % " 6.0 .00 Conditional Format as Cell Insert Delete Format Sort & Find & .00 .0 Formatting Table * Styles Clear Filter . Select Clipboard Font Alignment Number Styles Cells Editing S13 X V A C D E F G H K L M N O P Q R S - 1. Patients 1. South Glocestershire 2. Medical City council management board Influence 1. Police/ 1. Media Security 2. Sponsors W 2. Observers/ 3. Locals 14 critics & reviewers 15 16 17 18 Interest 19 20 21 22 Sheet1 Sheet2 Sheet3 + + 100% Ready 13:22 Type here to search O w X ? (1) ENG 23/03/2021Book1 - Excel Picture Tools Priyanka Tayade (Student) PT X File Home Insert Page Layout Formulas Data Review View Help Format Tell me what you want to do Share AutoSum A A = = ab Wrap Text General EX AY O Fill Paste BIU - - - A - Merge & Center 4- % " 6.0 .00 Conditional Format as Cell Insert Delete Format Sort & Find & .00 .0 Formatting Table * Styles Clear Filter ~ Select Clipboard Font Alignment Number Styles Cells Editing Picture 10 X V A C D E F G H K L M N O P Q R S O - W N - Risk Probability Impact Rating Mitigation New rating Implementation w 12 Incentives to attract participation 6 Not able to get 2 6 Send out text messages and solicit 3 O volunteers for volunteers 14 Medical team 3 5 15 10 16 Pay for the extra service 17 participation 18 19 20 21 27 Sheet1 | Sheet2 | Sheet3 Sheet4 (+ + 100% Ready - 13:23 Type here to search O w X ? () ENG 23/03/2021Book1 - Excel Picture Tools Priyanka Tayade (Student) PT X File Home Insert Page Layout Formulas Data Review View Help Format Tell me what you want to do Share AutoSum A A = = ab Wrap Text General AY O Fill Paste BIU - - MA - E = Merge & Center 6.0 .00 Conditional Format as Cell Insert Delete Format Sort & Find & .00 .0 Formatting Table * Styles Clear Filter . Select Clipboard Font Alignment Number Styles Cells Editing Picture 4 X V C D H L M N O P Q R U v w x Y 2 AA AB AC AD AE AF AG AH Al AJ AK AL AM AN AD AP AQ|AR AS AT AU |AV AW IVR system Initiation Planning Execution Control Role-out 1.1 1.2 1.3 1.4 1.5 Establish business Procure IVR Audit and analysis Primary planning Staff and volunteers kickoff Follow up on Project status case meeting software olunteers and staff meetings of the trial 1.2.1 1.3.1 1.1.1 1.3.4 1.4.1 1.4.2 1.5.1 Assign project Verify and validate Update Update files and manager elect project team trial requirement Install IVR software management plan records 1.2.2 1.3.4.2 1.3.2 1.4.2.1 1.5.2 Develop Project Project team roll out esign bulletons and training Train staff and Risk management charter (PC) meeting volnteers communication 1.3.3 1.4.3 1.1.3 1.2.3 1.3.4.1 1.5.3 Project sponsor(s) review PC Develop IVR plan ncentify the IVR system to clients and customers 1.2.4 1.5.4 1.1.4 PC signed and Archive files and Submit IVR plan approved documents 1.5 1.2.5 1.5.5 O Sheet1 + Ready - -I + 40% 13:20 Type here to search O W X ? (1) ENG 23/03/2021 78