Eastern Medical Faculty Foundation: The Internal Medicine Call Centre Service

This case, prepared by Rajesh Kumar Tyagi, deals with the management of a call centre in a health-care establishment affiliated with a medical school in Chicago. The main challenge facing this call centre is to meet needs in a context where quality of service (in this case, response time) is crucial...

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Bibliographic Details
Published inInternational Journal of Case Studies in Management (Online) Vol. 9; no. 1; p. 1
Main Author Tyagi, Rajesh Kumar
Format Report
LanguageEnglish
Published Montréal HEC Montréal 01.03.2011
Subjects
Ambulatory care
Appointments & personnel changes
Automation
Call centers
Case studies
Clinics
Customer services
Efficiency
Health care industry
Hospitals
Internal medicine
Management decisions
Management styles
Medical personnel
Medicine
Nurses
Patients
Physicians
Quality of service
Queries
Turnover
United States > US
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Summary:This case, prepared by Rajesh Kumar Tyagi, deals with the management of a call centre in a health-care establishment affiliated with a medical school in Chicago. The main challenge facing this call centre is to meet needs in a context where quality of service (in this case, response time) is crucial, where processing times are highly variable and where employee turnover is high. The main objective of the case is to understand the impact of decisions made regarding the service capacity and operations of a service centre. The case's secondary objective is to examine the impact of operational decisions on financial results. The case introduces us to a manager at the call centre who is given the mandate to propose changes aimed at improving service efficiency. Are the problems facing the centre the result of insufficient capacity, poor appointment scheduling, or a combination of both? How can the number of dropped calls be reduced? Is it worth investing in automated services? If so, what services should be automated? [PUB ABSTRACT]
ISSN:1911-2599
1911-2599