The clinic is in a high-crime area and several employees have been mugged on their way to and from work.

2. Major Issues/Problems: What is going on in this case? Summarize the major issues/problems presented here. What are the real issues? Identify the problems of this case based upon current and previous module topics and key concepts (such as organizing, planning, leading, controlling, staffing, position descriptions, performance standards, policies, legal issues, etc.) Summarize the major issues/problems in your own words-do not simply restate or regurgitate the case. (Paragraph format).
4. Organizational Strengths/Weaknesses: What are the organizational strengths and weaknesses identified here? (Paragraph format).

Strengths describe what an organization excels at and what separates it from the competition: a strong brand, loyal customer base, a strong balance sheet, unique technology, and so on. A strengthis a resource or capacity the organization can use effectively to achieve its objectives.

Weaknesses stop an organization from performing at its optimum level. They are areas where the business needs to improve to remain competitive: a weak brand, higher-than-average turnover, high levels of debt, an inadequate supply chain, or lack of capital. A weakness is a limitation, fault, or defect in the organization that will keep it from achieving its objectives.

3. Issues/Problems: Identify the two most important issues/problems presented. Why are they the most important issues/problems? Why should these two most important issues/problems be addressed before any of the other issues/problems? How can these two most important issues/problems be resolved? What will it take to resolve these two important issues/problems (think about areas such as organizational resources, cost, personnel, technology, expertise, materials, labor, etc.)? You should be able to present a cogent argument for addressing these two most important issues and how they can be resolved. (Paragraph format).

4. Measuring Success: How will you measure the success of the resolution of these two most important issues/problems? (Paragraph format).

5. How is the quality of health care and excellence in customer service related to each other? (Paragraph format).

6. Why is employee turnover a significant barrier to good customer service? (Paragraph format).

7. How can you get the physicians, nurses, janitor, and registration clerk to work together to improve patient care? (Paragraph format).