all discuss 6

Discussion: Pre-service, Point-of-service, and After-service Activities

Module 6

As you will learn from this week’s readings, value-adding service delivery strategies must include pre-service, point-of-service, and after-service strategies. Value-adding service activities are critical to the success of the organization because they are the principle methods for creating value. As you converse with one another, keep in mind that an external analysis informs you what the organization should do, while an internal analysis determines what it can do.

An active discussion is the key to an interesting and engaging online course. As others join in the discussion, read what has already been posted and continue with the discussion from there. We will go through the questions one at a time, moving on to the next question once we have fully explored the current question. I will guide you through the discussions.

Time goes quickly, so remember to post early! Get in the habit of checking the discussions as often as you can to see what others have posted and to respond. The earlier in the week that you begin posting, the deeper the conversation and learning will be.

Consider an optometrist’s practice that wants to add a LASIK surgical procedure to its service menu. This practice is located in a densely populated urban region and has four optometrists and two ophthalmologists on staff. None of the practitioners on staff has had LASIK training, though two of the nurses on staff have assisted in LASIK procedures when employed with other facilities. A LASIK specialist will need to be recruited, and 1-2 lasers will be purchased.

You are a manager at this office and are charged with developing a strategic plan for introducing LASIK to the organization and to the public. Presently, you are considering options for value-adding from pre-service through post-service activities.

View the FDA’s website on LASIK surgery

 (Links to an external site.)

. and then discuss the following.

Based on your experiences, prior learning, and/or opinion:

There are six stages to resistance to change. The first stage entails active open resistance to change, ranging from pessimism or anger to the point of sabotage. Second is passiveness or reluctance to get involved at all; here we see apathy or a lack of understanding about the organizational mission. Third is the “convince me” stage, where people in the organization are willing to change and will work hard; yet they are reluctant to move forward until they hear from the management that the results will be worth the work – or that the managers will not let them down midway through the change process. The final three (hope, active involvement, and advocacy) get people past the resistance phase.

Thinking about an elective service like LASIK, which of these stages might be the most challenging to work through in a healthcare organization, and why?

Now applying what you have learned from the readings, let’s go through the rest of the discussion together, one question at a time.  

What ideas do you have for pre-service, point-of-service, and after-service value adding at this optometrist office?

Based on your readings, what are some important elements for pre-service, point-of-service, and after-service activities? How might this practice create a competitive advantage in each of these areas

Consult the Discussion Posting Guide for information about writing your discussion posts. Be sure to check your work and correct any spelling or grammatical errors before you post it. When you are ready to post, click on the "Reply" button for a new thread or "Reply" beneath an existing post to respond to the post. Then, copy/paste the text from your document into the message field, and click "Post Reply."

Evaluation

Please read the latest Health Sciences Discussion Rubric  

Download Health Sciences Discussion Rubric

and the new Health Sciences Discussion Guidance. These documents lay out the basis for how you should engage in discussions and how you will be evaluated. Discussions are worth 30% of your final grade.

 

Participation in this discussion assesses the following module outcomes:

Examine the importance of the service delivery portion of the value chain in the implementation of strategy. (CO 3)

Link the results of internal analysis and the development of service delivery implementation strategies. (CO 3)

Analyze how the pre-service, point-of-service, and after-service strategies of an organization are the means to achieve directional, adaptive, market entry and competitive strategies. (CO 3)

Discern how a competitive advantage may be created inside the organization through implementation of the service delivery strategies. (CO 3)

Employ change analysis to determine ways in which competitive advantages are gained and disadvantages are improved. (CO 3)

Link: https://www.fda.gov/medical-devices/surgery-devices/lasik