AtlantiCare and the “Voice of the Customer” Essay Example for Free

AtlantiCare and the â€Å"Voice of the Customer† Essay Introduction Located in southeastern New Jersey, AtlantiCare is a nonprofit organization that provides acute and chronic health care services in the following areas: cancer, trauma, cardiac care, stroke, behavioral health, urgent care, hospice, home care, family medicine, occupational medicine, child care, early learning, and mission care for the homeless. Because of the nature of the services it provides quality is essential at AtlantiCare, and the organization delivers it. In fact, AtlantiCare applies the principles of total quality so comprehensively and consistently that the organization has received the prestigious Malcolm Baldrige National Quality Award. At the core of AtlantiCare’s quality program is a process the organization calls the â€Å"Voice of the Customer.† This is a five-phase process used to make the organization’s patients partners in its continual-improvement efforts. Voice of the Customer identifies patient requirements and then makes sure that AtlantiCare’s services satisfy these requirements. The company’s customer focus does not stop with external customers. It also includes internal customers-employees (Goetsh Davis, 2011). Total quality is not a concept anymore in day to day operations at AtlantiCare. It is part of the management team work ethic and philosophy, and the rest of the nonprofit company staff. AtlantiCare applies the principles of total quality in such a way that not only takes care of its customers, but also its internal customers. By doing so, the company has achieved organizational excellence. The case that follows is about the steps taken by the administration at AtlantiCare and also the lessons learned by the executives and the staff to become a world-class health care provider. Questions AtlantiCare has learned how to apply the principles of effective communication in a Total Quality setting. If total quality is the engine, communication is the oil that keeps it running. Much of what total quality is all about depends on effective communication. Without it, total quality breaks down. Some of the key elements of the total quality concept are customer focus (internal and external), total employee involvement and empowerment, leadership, teamwork, decision making, problem prevention, problem solving, and conflict resolution (Goetsh Davis, 2011). The core of the AtlantiCare’s Total Quality system is a process called the â€Å"Voice of the Customer.† This is a five-phase process used to make the organization’s patients partners in its continual-improvement efforts. Voice of the Customer identifies patient requirements and then makes sure that AtlantiCare’s services satisfy these requirements. The part that AtlantiCare applies perfectly well is the focus in its internal and external customers. This approach has giving the nonprofit company the information necessary to fix its mistakes and to reengineer its process, so AtlantiCare keeps its customers satisfied. Basically, what AtlantiCare does is to listen to all the stakeholders, following the principles of effective communication: message received, message understood. To listen responsively, managers and employees must learn to simultaneously use their ears, eyes, brains, and hearts. Responsive listening can pay substantial dividends for managers in a total quality setting (Goetsh Davis, 2011). PepsiCo and IKEA are among the top companies were people wants to work at. It is not only because these companies have a recognized name or they are multinational companies. It is basically because these two companies also apply Total Quality programs where listening the suggestions and concerns of its employees and customers is a very big component. According to IKEA Welcome Inside 2012 report they in many markets we are the employer of choice, and latest results from our co-worker satisfaction survey, VOICE, show a very high level of satisfaction among our co-workers. The VOICE result also identifies areas where we can improve. IKEA is listening actively. They paid attention to their employees. They are sensitive to the information they receive, and also they act in consequence. They are being creative by developing programs to help their employees to grow and develop. In 2012, PepsiCo was listed among the Top 25 ‘World’s Best Multinational Workplaces’ by the Great Place to Work Institute  (PepsiCo, 2012). PepsiCo is always looking for talent and sustainability for them it means to invest in their associates to help them succeed; providing a safe and inclusive workplace globally; and respecting, supporting and investing in the local communities where they operate. In all of their markets, they are developing the talent of associates, preparing them to lead PepsiCo into the future. Through PepsiCo University and online courses offered by their global functions, more than 8,000 of their associates completed more than 11,500 courses in 2012. The professional development they offer to their associates enables them to develop the skills, capabilities and mindsets needed to drive sustainable financial performance and value creation. PepsiCo is combating the inhibitors of listening by providing to its employees with opportunities of professional development. Conclusion In order to have a Total Quality program that works effectively it is important to put at the core of the program the communication piece. Especially the information that is brought and communicated by the customers is the piece that has to have a mechanism that assures that it is inputted in to the Total Quality program. In the case of AtlantiCare, the nonprofit company has a system in place that voices the suggestions, complains, and demands of both customers: external and internal. The core of the AtlantiCare’s Total Quality system is a process called the â€Å"Voice of the Customer.† This is a five-phase process used to make the organization’s patients partners in its continual-improvement efforts. Voice of the Customer identifies patient requirements and then makes sure that AtlantiCare’s services satisfy these requirements. The part that AtlantiCare applies perfectly well is the focus in its internal and external customers. In the case of IKEA, the company has its own program called the â€Å"VOICE.† The VOICE result also identifies areas where we can improve. IKEA is listening actively. They paid attention to their employees. They are sensitive to the information they receive, and also they act in consequence. The area where this program could improve is in the external customer. According to this program they are only surveying the employees, but they are not taking in consideration the important information that the external customers have and can be used in the company’s advantage. On the other hand, in 2012, PepsiCo  was listed among the Top 25 ‘World’s Best Multinational Workplaces’ by the Great Place to Work Institute (PepsiCo, 2012), which means PepsiCo takes care of its internal customers. In all of their markets, they are developing the talent of associates, preparing them to lead PepsiCo into the future. Through PepsiCo University and online courses offered by their global functions, more than 8,000 of their associates completed more than 11,500 courses in 2012. PepsiCo provides for its employees professional developing opportunities and career growth, but they do not have a program in place that assures that its employees are providing information that could help the company. Less say they are not putting communication at the core of its Total Quality program. Finally, both companies could learn something from AtlantiCare by implementing Total Quality programs that included their external customers. Especially in the case of IKEA that sells directly to the final consumer. References David L. Goetsch, Stanley B. Davis. (2011) Quality Management for Organizational Excellence: Introduction to Total Quality, (7th Ed.) Upper Saddle River, NJ: Pearson Education IKEA Group (2012). Welcome inside 2012. Retrieved from http://www.ikea.com/ms/en_US/pdf/yearly_summary/ys_welcome_inside_2012.pdf PepsiCo (2012). Annual Report. Retrieved from http://www.pepsico.com/download/PEP_Annual_Report_2012.pdf

The Important Role of Transcendentalism in American History Essay

The Important Role of Transcendentalism in American History In 1830, a movement known as Transcendentalism began to gain popularity in America. Representing an idealistic system of thought, "strength, courage, self-confidence, and independence of mind"1 were some basic values admired by the followers of the Transcendental movement. Transcendentalists opposed many aspects of their government, where they felt "many unjust laws existed."2 Therefore, they became the leaders of many modern reform movements. Transcendentalists also had a major affect on their society. Transcendentalism became a "powerful force for democracy."3 Originating in the area in and around Concord, Massachusettes, Transcendentalism was recognized as having an "underlying relationship to the Romantic movement as a whole."4 Three of the most obvious or well known sources or origin of Transcendentalism are neo-platonism, German idealistic philosophy, and certain Eastern mystical writings which were introduced into the Boston area in the early nineteenth century."5 Transcendental beliefs focused on "the importance of spirit over matter."6 Ralph Waldo Emerson, a well known Transcendentalist, felt that "all men aspire to the highest, and most of them spend their lives seeking money and power only because they see nothing higher."7 Followers also believed in a spiritual hunger, or the need to find themselves one with the world. In addition, they believed in "an ascending hierarchy of spiritual values rising to absolute good, truth, and beauty."8 Transcendentalists also believed in a supreme being, the Oversoul, and felt that "if the Oversoul is all powerful and at the same time good, then evil does not exist."9... ...reconciled few of them."19 It was never united by a set program. Transcendentalism was comprised of the various interests and labors of many different personal concepts. Therefore, there were many conflicting values which made it an unsteady system to follow. At the time of the Transcendentalism movement, "it preached, practiced, an idealism that was greatly needed in a rapidly expanding economy."20 However, soon people began to find other, more comprehensible means of dealing within society. Therefore, they began to turn away from Transcendentalism. However, even though Transcendentalism is non-existent as a whole today, many of its ideas, values, and morals are still present in many of the religions and beliefs of today's society. In conclusion, Transcendentalism will always be present in the world, it just will not have as obvious a presence.

Great Gatsby and Elizabeth Barrett Browining Essay

The Great Gatsby by F.Scott Fitzgerald and Sonnets from the Portuguese by Elizabeth Barrett Browning are influenced by their varying context in their portrayal of love in their respective texts. Both authors explore the concept of love using various language features such as metaphors the use of irony. The Great Gatsby explores how the desire for the American Dream has taken prevalence over romantic love during post world war 1. This is contrasted with Elizabeth Barrett Browning’s Sonnets from the Portuguese where we are able to visualise her passion towards her lover through linguistic construct and also through the construction of an intimate sonnet. The Great Gatsby is set in what is commonly known as â€Å"The Roaring Twenties† or â€Å"The Jazz Age.† Given the 20s was about opulence, the nihilist attitude is reflected in romantic needs. Fitzgerald dismisses the idea of idealised love and refers to America’s love with the American Dream. Post World War 1 was a period of hedonism that reflected people’s determination to forget the sufferings and loss of the war. It was also a time of moral confusion. There was a mood of superficial optimism as people tried to hide their disillusionment. Fitzgerald explores the difficulty of individuals maintaining moral integrity in a material society that values wealth above all others. It was a time where there was great importance placed on what people had and not what people were. Fitzgerald’s use of Nick as the unreliable narrator is meant to represent cultural mores of the 20s. He represents the voice, failings and cynicism of the time and acts as a filter through which ideas and characters are reflected and mediated. We gain a pessimistic and fragmented insight into the tragic love story of the novel. The fragmentation and complex structure of the novel builds up Gatsby as the paragon of the Jazz Age and epitome of the American Dream. Ultimately, someone who represents the 20s cannot gain true love in the face of Tom’s wealth and riches. At the end of the play, Nick comes to fear that he is living in a loveless and faithful w orld. The narrative structure shows that time is a representation of love. The exploration of love in The Great Gatsby is treated with great ambiguity as Gatsby who is to be admired for his hope and vision, is sadly tragic and is unworthy in a society in which he loves. Fitzgerald is alluding to the fact that in successful America at the time, many were preoccupied with their social standings and wealth. The American Dream took precedence over romantic relationships. He condemns  love to be distrustful and faithless. This is shown through the numerous relationships throughout the novel. The relationship between Daisy and Mr. Gatsby is a clear example. Before Gatsby went to war, Daisy promised to wait for him but instead, married the very wealthy Tom. It becomes clear that Gatsby loves and wants the idea of Daisy rather than the real version. In order to eligible for Daisy’s love, Gatsby recreates himself to become a successful and wealthy man; hence he shows Daisy all his possessions after their meeting at Nick’s house. When Daisy cries over Gatsby’s â€Å"beautiful shirts† it highlights, the materialistic views she possesses and the relationship between love and money at that time. Part of Gatsby’s yearning for Daisy is her link to an exclusive society that he desperately wants to join. Gatsby’s love for Daisy is clear when he takes the blame for the death of Myrtle. We are positioned to see his devotion to Daisy as being foolish. â€Å"I love you now, isn’t that enough?† Although Daisy is unsatisfied with her marriage and enjoys her relationship with Gatsby, she never intended to leave Tom. In the end, it is not enough as Gatsby is not accepted in society or accepted by Daisy. F.Scott Fitzgerald shows the shallowness of love through the relationship of Myrtle and Tom. Their relationship is a symbol of an exploitative relationship. Myrtle is not content with her marriage and vies for a higher position. Myrtle admires ‘breeding’ and the aristocratic society and sees nothing immoral about her position as Tom’s mistress. She feels more superior when walking around New York with Tom and looks down on people who cannot afford materialistic goods although she normally would not be able to afford these products either. Tom provides Myrtle with presents that she normally would not receive. Ironically, Myrtle condemns her husband, George Wilson, for not owning his wedding suit. However, Tom doesn’t want to sustain the relationship with her. It is purely for his sexual needs. Hence, Fitzgerald depicts love to be superficial and is determined by the amount of wealth and social standing of a person. F.Scott Fitzgerald critiques the American Dream. Gatsby is an apparent self-made man who went from almost nothing to extravagance and wealth. However, Gatsby, Myrtle and George are seeking a better life but only achieve humiliation and death. Myrtle dies in the pursuit of the American Dream. Ironically, she is killed by Daisy who represents the idealised woman of her time in terms of wealth and status. Elizabeth  Barrett Browning’s Sonnets from the Portuguese explores love from the perspective of a 19th century women in order to convey the passion she feels for her lover. Barrett Browning ref lects a society where idealised love is admired and where there is faith in the individual. Barrett Browning presents an optimistic view of love. She manipulates the Petrarchan sonnet form, which is traditionally written from a male perspective, by subverting the writing scheme. She subverts the form by writing as the subject and object of the poem. Elizabeth Barrett Browning writes of her personal experience of love and idealised love. She is challenging how the art form challenges woman and celebrates love as a liberating force. By exploring her emotions, she explores her own identity. Elizabeth Barrett Browning believes her love with Robert has elevated so much that they approach transcended beings, â€Å"Our two souls stand up erect and strong.† Barrett browning is suggesting that if they didn’t have a body they would still move towards each other in passion. She captures the intensity of their love and the depth of their love through the line â€Å"Until their lengthening wings break into fire† This reiterates their passion and connection of love. There is a stark contrast with F.Scott Fitzgerald’s bleak view towards idealised love to Barrett Browning’s optimistic representation of love. In each sonnet, Browning portrays the notion of love has empowered her and made her value herself as an individual, â€Å"I love thee with the love I seemed to lose† (sonnet 43) She reveals to us that before she met Robert, her life was characterised by fragmentation and loss. This reinforces how love has transformed her life. She attempts to measure her love for Robert through the line, â€Å"I love thee to the depth & breath & height.† The use of the half-rhyme unifies Sonnet 1 but fractures it at the same time. Half rhymes show the impact of the love she is feeling and the reassessment she is feeling. The half rhymes are created to show how the predictable known ways of seeing the world have led her to innovation. In conclusion, it can be seen that both authors deal with love in their respective texts. However, F.Scott Fitzgerald takes a pessimistic view towards idealised love and rather, comments on the love for the American Dream in his society. Elizabeth Barrett Browning takes a more optimistic view, suggesting that it is a liberating force.

Essay Critique of Edward Thorndike - 446 Words

Article Crtique Title of Article: The Contribution of Psychology to Education Author: Edward L. Thorndike Journal Source: The Journal of Educational Psychology The Contribution of Psychology to Education. Edward L. Thorndike, The Journal of Educational Psychology, 1910, v. 1, p. 5-12. Synopsis of Article: This article explains the relationship between Education and Psychology and how Psychology plays a dominant role in understanding ideas and the material in Education. It delineates the contribution of psychology to education from the view of society and then from the work of a psychologist. It focuses on natural tendencies in human nature that influence the learning process and also the affect our surroundings have on†¦show more content†¦Limitations of the Article: The examples in the article were very brief and should have contained more proof, i.e. test people to support some of these examples. It made me wonder if intelligence is hereditary or if one is simply naturally gifted. I also wonder if it is really true that having one teacher to a class of fifteen students gives better results than a class of three. I would think having three students to one teacher would give the teacher more time to focus on one students rather than in a class of fifteen where there are more students, i.e. less time spent with each child. I would think this would produce better results in a class of three students. I also wonder if practice really does make perfect, because although one may practice many times to make that perfection, are they really satisfied with the results and when exactly does one become perfect? If God says no one is perfect than how can men make practice perfect? I think that this area requires more research because there are still many unanswered questions lingering in our lives. I must agree that the classroom contributes tremendously to psychology through what is being taught and what is being learned, and how the students respond to this material. Relevancy to Topic: B.F. Skinner would show how an organisms behavior is understood as a function of its interaction with its environment. Skinners ideas had obvious application to education. He believed in programmedShow MoreRelatedThe Behavior Of Organisms, An Experimental Analysis Essay970 Words   |  4 Pagesgreat classical figures in the field at the time including Pavlov, Sherrington and Magnus had also studied a single species. He also purports that Edward L. Thorndike anticipated his operant conditioning theory with that of his â€Å"Law of Effect.† However, Skinner makes the distinction that the contingencies for the two experiments were different as Thorndike suggested that learning took place on a trial and error basis, however in his research â€Å"the organism was not necessarily trying to do anything, andRead MoreSnapshot1702 Words   |  7 Pageswith the study of observable behavior. There was no consideration of internal representation or the mind. 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The last of those decades, the 1890s, produced the revolution in educational thought and psychology led by William James and John Dewey, Stanley Hall, and E. L. Thorndike, all influenced by Spencer. In Britain, J. S. Mill backed financially the subscription scheme that launched Spencers work, and the scientists supported him too. Charles Darwin wrote, After reading any of his books I generally feel enthusiastic