Integrative Learning Project
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Table of Contents
1. Abstract .......................................................................................................................................... 2
2. Introduction ................................................................................................................................... 3
3. Organizational Setting ................................................................................................................... 3
i. Mission ........................................................................................................................................ 3
ii. Services Provided ........................................................................................................................ 3
iii. Intended Markets ..................................................................................................................... 4
iv. Distinction ............................................................................................................................... 4
v. Customers .................................................................................................................................... 5
vi. Value ....................................................................................................................................... 6
vii. Role of Christianity .................................................................................................................. 6
4. Integration of Chapter Concepts to the Organizational Setting................................................... 6
i. Benchmarking.............................................................................................................................. 7
ii. Brain Storming ............................................................................................................................ 8
iii. Controlling Service Quality .................................................................................................... 10
iv. Core Capacity ........................................................................................................................ 12
v. Information Technology ............................................................................................................. 14
vi. Location Planning Strategy..................................................................................................... 16
vii. Service Gaps .......................................................................................................................... 17
viii. Strategy.................................................................................................................................. 20
5. Conclusion .................................................................................................................................... 21
6. Annotated Bibliography .............................................................................................................. 22
7. Appendices ................................................................................................................................... 33
i. Plan Monitoring and Evaluation ................................................................................................. 33
ii. Operating Plan ........................................................................................................................... 34
iii. Communication of Plan .......................................................................................................... 36
iv. Strategic Analysis Data .......................................................................................................... 37
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1. Abstract
This integrative learning project aims to present and examine Tranquility Natural Health, an
authentic firm. The firm's mission, customers, values, and role of Christianity will be discussed.
At this stage, the reader should have a good idea of the firm's objectives, operations, and plans.
Then the paper will provide eight operations management issues and explain how they relate to
Tranquility Natural Health's strategic goal. The topics chosen are Benchmarking, brainstorming,
regulating quality service, core capability, information technology, site planning methods,
service gaps, and strategy. Equally, the paper will examine how the eight themes can be
integrated into Tranquility Natural Health's operations management and the advantages that will
result. Multiple research materials will back up the discussion during the integrated learning
project. All through the study, reputable publications and accounts of past firms in this sector
will be considered. Finally, the integrative learning project will provide a comprehensive
perspective of how Tranquility Natural Health may improve its efficiency and long-term
activities. Such activities and approaches have a one-year goal of expanding to a more prominent
location.
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2. Introduction
In Lake Oswego, Oregon, Tranquility Natural Health (TNH) is a small Eastern Medicine
clinic. Tranquility Natural Health is now fighting to break even. Tranquility Natural Health
might use some assistance with critical operations management subjects to build and sustain its
operations. Next year, Tranquility Natural Health hopes to launch a new site. It must enlarge its
patient base while retaining existing ones to accomplish that. Only a few personnel, with one
chiropractor who also practices naturopathic therapy. One masseuse and acupuncturist, two
massage practitioners, two administrative support workers, and I, the community outreach and
marketing coordinator.
This integrated learning project will summarize the approaches and activities the
firm will utilize to attain its objectives. First, an organizational context will help readers become
more familiar with the company. Secondly, a summary of principles and their implications will
be presented. Finally, the integrative learning project will be supported by references and
appendices.
3. Organizational Setting
i. Mission
To offer a holistic approach to Eastern medicine in one location in ensuring health, peace,
and longevity in the most natural way possible with the minimum level of disruption possible.
ii. Services Provided
Tranquility Natural Health provides acupuncture, massage, naturopathic medicine, and
chiropractic care, among other services. Four professional therapists and one doctor deliver these
treatments. Massage is the sole focus of two therapists. The same practitioner provides both
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acupuncture and massage. A chiropractor who simultaneously does naturopathic therapy is the
proprietor and practitioner. Two of the physician's specializations are acupuncture and massage.
Physical rehabilitation and moderate traction are two chiropractic treatments that are
accessible. Heat and cold therapy, as well as flexibility training, are provided by chiropractors.
TNH provides naturopathic treatment services such as herbal therapy, homeopathy, vitamins,
therapeutic diet, and lifestyle changes. Acupuncturist treatments combine features of Chinese
medicine. TNH offers acupuncture, moxibustion, cupping, Gua Sha, Chinese herbal medicine,
Tuina, and Qi Gong. TNH provides acupuncture, moxibustion, cupping, Gua Sha, Chinese herbal
medicine, Tuina, and Qi Gong. Finally, TNH provides massage therapy for relaxation, deep
tissue, trigger nerve, Polarity treatment, hot stone, and injury rehabilitation.
iii. Intended Markets
Tranquility Natural Health's target market is the healthcare industry. Western and Eastern
medicine markets exist in the healthcare industry. In this large market, TNH is a part of the
Eastern medicine sector. To cure wounds, illnesses, and pains, Eastern medicine stresses non-
drug, non-surgical, and non-bedrest treatments. Eastern medicine strives to naturally avoid,
recover from, and maintain a healthy lifestyle in all situations. Natural Health Tranquility is a
basic kind of health care that can be combined with additional treatments. Eastern medicine is
only available in the Portland, Oregon area due to its tiny size.
iv. Distinction
Tranquility Natural Health treats acupuncture, massage, chiropractic, and naturopathic
treatment as Western medicine, which distinguishes it from Eastern medicine methods. It's akin
to a full-service medical clinic, with a neurologist or pediatric department, but it's fully based on
Eastern medicine. It's not like a conventional doctor's office in that it's small and pleasant. Unlike
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large hospitals, TNH cultivates a personal relationship with each and every consumer. Each
client can be fully attended to and treated with a high level of expertise owing to one doctor and
three therapists.
v. Customers
a. Internal
Internal clients are the insurance companies that help TNH provide its services. Internal
customers are employees of the company who require assistance from another person or
department in order to perform their job (Park & Tran, 2018). Chiropractic and naturopathic
treatment are covered by all of the major insurance companies. For example, Tranquility Natural
Help accepts insurance from Providence, Blue Cross Blue Shield, Geico, and Progressive. Kaiser
is an Oregon-based insurance company that is the only one that includes complementary and
alternative services like acupuncture and massage therapy.
Other internal stakeholders are the therapists who provide revenue to the company. By
inviting in clients for massage and acupuncture, these professionals help to build a clientele.
Lastly, because the company provides medical services to doctors, naturopathic medicine
practitioners are included in the internal customer sector.
b. External
The majority of TNH's external clients are women in their 30s and 50s. External clients
are people who suffer from pain, both chronic and acute. The firm addresses anyone in pain,
regardless of whether they have already attempted Western treatment or this is their first attempt
at treating their issues. Females are more likely to try Eastern medicine during the age of 30 to
50, when their bodies begin to deteriorate following years of use.
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vi. Value
I contribute a lot of value to this group because I have direct experience with extreme
pain. I understand how difficult it is to achieve health and can empathize with folks. I currently
work as a community outreach, events, and marketing director at Tranquility Natural Health. I
present competence and a cheery manner to my customers. Because of my business background,
I am able to expand and contact new consumers on a regular basis. I plan and promote their
events in order to bring in new customers. I also have the ability to market online and control all
of my online profiles. I achieve this goal by combining my commercial skills and personal
knowledge of Eastern medicine to attract new clients to the clinic.
vii. Role of Christianity
In Tranquility Natural Health, Christianity, as well as Eastern medicine in general, plays
an important role. The basic concept of Eastern medicine is to keep the body healthy and happy
in an organic way. Eastern medicine also emphasizes the well-being of the soul and mind.
Believers are commanded by the Bible to uphold such principles and ideals. "A cheerful heart is
a good medicine," Proverbs 17:22 states, "but a fractured spirit dries up the bones." The more
content a patient's soul is, the more they focus on their physical appearance. One fulfills God by
taking care of their bodily and mental wellbeing by appreciating God's instrument.
4. Integration of Chapter Concepts to the Organizational Setting
Crucial aspects in operations management would be applied to Tranquility Natural Health
to incorporate chapter principles into the firm's context. Every direction applies to various
businesses; however, this section will focus on the Eastern medical sector. The eight issues will
be discussed in detail, emphasizing their advantages and the best method to incorporate them
into Tranquility Natural Health. Benchmarking, brainstorming, regulating service quality, core
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competency, information technology, site planning strategies, service gaps, and strategy are the
eight elements that enable Tranquility Natural Health's activities to thrive. A biblical integration
will be described at the end of every explanation to highlight every issue with a biblical passage.
i. Benchmarking
a. Description
Benchmarking is essential in all sectors, but it is necessary for a young company like
Tranquility Natural Health. Benchmarking is critical for enhancing a firm's fundamental
competencies and processes. Benchmarking enables enterprises to improve their goods and
services by evaluating their activities to excellent quality standards from within and outside their
sector. Benchmarking should be conducted regularly, according to one fundamental idea.
Benchmarking is a continual improvement process that allows a business to obtain the
best methodologies (Willmington et al., 2022). To be on top, a company must constantly monitor
what its competitors are doing.
b. Benefits and Implications
Benchmarking can aid Tranquility Natural Health by examining effective chiropractic,
naturopathic, massage, acupuncture, and Western medical facilities. Benchmarking throughout
various medical professions is important for Tranquility Natural Health to determine what
methods work best with clients, whether in an athletic training center or a plastic surgeon's
workplace.
There are three stages to incorporating benchmarking into Tranquility Natural Health's
processes. A thorough investigation of the sector's best standards is beneficial. Facts can then be
examined after this has been completed. Tranquility Natural Health is currently in need of
benchmarking to attract more customers. The owner would be advised to undertake benchmark
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research on how other hospitals bring in new clients. The next stage is to examine previously
published or unpublished data. Actual data would accumulate information from adequate local
and national Eastern medicine facilities for Tranquility Natural Health. Finally, the finest
cooperate activities that bring in new clients from the research would be implemented to enhance
results.
c. Biblical Integration
Benchmarking is an excellent way to find practical approaches and improve productivity.
On the other hand, Benchmarking should be performed for the right reasons to include the Bible.
Using best practices to attract new patients while adhering to God's word implies avoiding profit-
driven industry standards. Benchmarking should be done to attract new customers. Natural
Health has the potential to assist as many individuals as possible to become their healthiest
selves. "So then, as we have the ability, let us perform good to everybody, particularly to those
who are of the family of faith," reads Galatians 6:10. TNH needs to bring in clients so they can
conduct its businesses, yet it should also be recognized for trying to reach as many people as
it can, even if they fail to afford it.
ii. Brain Storming
a. Description
Brainstorming is a useful approach for encouraging innovation in the workplace.
Corporate development and productivity improvements require creativeness. Multiple minds
working together to create a higher number of thoughts with a wider variety of heterogeneity is
the goal. Brainstorming is a technique utilized in businesses worldwide to eliminate flaws in an
ideology's creation. Brainstorming is used to generate ideas at the start of the process and is not
concerned with quality. The goal of brainstorming is to create many ideas to use as a preliminary
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step for further development (Kobo-Greenhut et al., 2018). Companies emphasize innovativeness
by forming several distinct and heterogeneous groups. In the study, brainstorming was applied in
every company. Strategic planning, research and development, and marketing all employed
brainstorming.
b. Benefit and Implication
Tranquility Brainstorming could be highly beneficial to Natural Health. At the moment, I
am the lone marketer with minimal direction. It is challenging to develop a significant number of
options by oneself. A brainstorming session could enable everybody to participate and exchange
ideas about how to sell and promote the facility. This would let me fulfill my duty while
allowing the hospital to participate. More significantly, the hospital would have a lot more
concepts, a lot more variety of thoughts, and will have benefited from the brainstorming.
The brainstorm should consult with workers to reach the desired result. TNH employs a
limited number of people; hence brainstorming is usually done in small groups. Personnel from
TNH would be in the same group. Approaches like analogical thinking, brain mapping, nominal
group approach, documenting every thought, putting in qualified moderators, having high
criteria, utilizing digital brainstorming, and establishing a conducive atmosphere will be
necessary for the brainstorming to be successful (Kobo-Greenhut et al., 2018). If the moderators
effectively prevent social loafing, compliance, productivity blockage, and downward norms, the
brainstorming could result in many clinic marketing tactics.
c. Biblical Integration
Two persons are preferable to one, according to Ecclesiastes 4:9-12. This verse says,
"Two are better than one since they receive a good remuneration for their labor." Because if one
of them falls, the other will help him up. But pity the person who stumbles alone and has no one
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to help him up! Similarly, if two people sleep alongside, they stay warm, but how can one person
stay warm on their own? Even if a man defeats one who is alone, two will hold firm against
him—a triple cord is not quickly broken. This instruction teaches humanity how to cooperate and
the benefits of doing so. This is an excellent illustration of how businesses may include
brainstorming into their processes and the Bible. The better the output, the more minds, and
individuals a company has to stimulate innovation off of one another. To properly incorporate
brainstorming as God intended, everybody participating should be courteous, loving, and
genuine, and they should all work collaboratively. If someone engages with nefarious motives or
does not want the company to succeed, brainstorming will be a waste of time rather than biblical
applicability.
iii. Controlling Service Quality
a. Description
Since services are intangible, maintaining service quality is one of the most challenging
responsibilities in the service business. Controlling the service quality is far more complex than
manipulating the quality of a good. The result is ethereal, ephemeral, and psychological
(Meredith & Shafer, 2016). Managing service quality is difficult since it is difficult to quantify.
There is a lack of agreement in the description, assessment, and characteristics that must be
presented and evaluated. A tangible good's quality is determined in flaws once it is
manufactured. Consumers do not renew their relationships with a supplier whenever a service is
defective. As a result, the service is unsatisfactory, and the client refuses to pay for it. This might
be a problem for Tranquility Natural Health. The firm's primary purpose is to gain new clients,
not turn patients away. This is why Tranquility Natural Health needs to keep an eye on service
quality at this point. There are just a few strategies for regulating the quality of service since it is
harder to quantify. Consumer satisfaction surveys are one approach to gauge service quality.
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Another way is to teach personnel methods that strengthen the quality of service. Finally, having
activities connected to the service accessible for the consumer to execute would improve quality.
b. Benefit and Implication
Tranquility Natural Health reaps numerous benefits from maintaining service excellence.
The hospital's business model is around patient acquisition and retention. If the hospital can
perfect service quality management, it would be able to gain and retain all customers who walk
through the door. Client satisfaction polls are needed to execute control of service quality
accurately. This data comes directly from customers, who tell us what they enjoy and don't like
about the service. Tranquility Natural Health might create client satisfaction questionnaires
depending on four different services: massage, chiropractic, naturopathic, and acupuncture.
Every study would be customized to the service provided, but they will all inquire about their
pleasure, service, clinician competence, and overall quality. Re-training personnel on any
apparatus that influences consumer happiness is another approach Tranquility Natural Health
may conduct service quality management. Personnel at Tranquility Natural Health will be trained
on the Chirotouch appointments booking process. This method should be operated swiftly and
efficiently by every staff. Clients will be able to get out the door faster and not have to wait for a
staff to obtain a new appointment.
While serving every client, all clinicians should follow a step-by-step approach. To
ensure client pleasure, this approach should be implemented. Every quarter, the proprietor should
check-in and re-train personnel. Finally, Tranquility Natural Health can make the documentation
for new patients a lot easier. TNH should introduce a new client page online rather than
completing out pages of paperwork. After this site has been constructed and the material has
been entered, another function for financial services might be introduced. Clients can use
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information technology to settle their bills if the patient page is personalized for them.
Tranquility Natural Health can enhance the customer experience by regulating quality service
and applying such new procedures. It will also make it easier for individuals and businesses to
operate.
c. Biblical Integration
Proverbs 14:23 is a verse that can be applied to various business management topics. "All
hard effort produces wealth, but frivolous talk only contributes to misery," says Proverbs 14:23.
This script is quite adaptable; however, it would only be presented in this context for the sake of
quality assurance. It is simple for any company to declare that they provide excellent services,
value their clients, and employ the most effective ways. Only those companies that
manage service quality and enhance every metric can effectively provide the most excellent
services to their clients. Proverbs 14:23 states that those who put in the effort and produce high-
quality services will benefit. Those that scrimp and fail to deliver the most satisfactory service
possible will be poor. Profit can refer to a variety of things. Customers or the satisfaction of
knowing that the firm provided the most acceptable service quality available also profits
examples. Tranquility Natural Health would have to manage service quality for the client's sake.
There should be a strong desire to provide the best possible care to the patient. Since
the company values its customers' time and health, Tranquility Natural Health would strive to
deliver the most excellent services and systems to assist customers better.
iv. Core Capacity
a. Description
Each business and company strategy relies on core capabilities. The expertise that sets an
organization apart from its competitors is called core capabilities. From here, the expertise is
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used to develop the firm's processes and procedures, creating the fundamental capabilities. The
goal of core capability development is to increase the value of customers and partners.
According to this assertion, consumers' eagerness to embrace and pay for distinctive and creative
values is represented in a competitive edge. The fundamental capabilities are critical since they
influence a firm's capacity to incorporate technology and talents into new products and services
(Tsai & Katz, 2018). Finally, the firm's long-term viability is determined by its core
competencies.
b. Benefit and Implication
Tranquility Natural Health can profit from its critical competencies as they will propel it
to industry leadership and provide the firm with a long competitive existence. Tranquility
Natural Health should first outline fundamental capabilities before they could even employ them
to its advantage. Tranquility Natural Health's main strengths are the owner's understanding of
chiropractic, massage, and naturopathic practices. The massage therapists offer their massage
knowledge, and one is also an acupuncture practitioner. The capacity of the physician to combine
all types of services in naturopathy is the most necessary skill. As a result, she can refer to her
business as a holistic Eastern medicine facility. After collecting all services, consumers will have
more options than only Western medicine. The technologies that support the hospital's expertise
and skill are cutting-edge. The essential competencies are brought together by state-of-the-art
massage beds, chiropractic instruments, and acupuncture equipment. The impact of information
technology is the sole location wherein necessary competencies need to be upgraded. The clinic
should constantly incorporate innovations in serving its customers if the fundamental
competencies are to provide a long-term competitive edge. Innovative procedures for all services
are continually being developed and suited to the demands of clients (Tsai & Katz, 2018).
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Tranquility Natural Health's essential qualities would keep them flourishing, expanding, and
prosperous.
c. Biblical Integration
"That the man of God may be skillful, prepared for every great work," says 2 Timothy
3:17. Rather than individuals or procedures, this passage should be extended to the hospital
altogether. The foundation for core capabilities is core competencies. Competencies like
expertise are required for a hospital's fundamental competencies to be developed. 2 Timothy
clarifies that a man of God has to be capable of working. The hospital comprises staff
capabilities that are translated into skills through technology and processes. Tranquility Natural
Health may incorporate the Bible by rephrasing 2 Timothy 3:17 and transforming their skills into
talents and performing every excellent work.
v. Information Technology
a. Description
Nearly every company on earth makes use of information technology. Information
technology refers to any device or system that saves, retrieves, or transmits data. All
organizations benefit from information technology in decision-making, advertising, business
expansion, technological support, contentment, consumer engagement, operational efficiency,
and security. There are various sorts of information technology in the modern-day corporate
sector. Consumer interactions and enterprise resource planning (EPR) systems are all examples.
ERP systems speed up communications throughout the supply chain and through the network,
allowing electronic data from diverse departments of the company to be shared (Negash et al.,
2018). Consumer interaction management systems gather data from internal and external sources
to create customer profiles.
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b. Benefit and Implication
Information technology can help Tranquility Natural Health make it faster, more
effective, and more interconnected. Tranquility Natural Health uses information technology to
communicate via text and email better. It also saves file administration, financial management,
and operations expenses by utilizing information technology. So far, the firm has reaped all of
the advantages of employing information technology. Client interaction management
(CRM) systems are one sector where the firm may enhance information technology. Tranquility
Natural Health should use CRM to further integrate information technology into its activities by
investing in CRM software. Tranquility Natural Health would become better organized with
present and new customers by using CRM software such as marketing 360 (Negash et al., 2018).
Tranquility Natural Health would develop and maintain client relationships, reduce costs, and
give quality services to clients using this CRM software.
c. Biblical Integration
Since most online services are unfavorable, biblical incorporation in information
technology could be difficult. The only way to emphasize an excellent biblical integration with
information technology is to think of it as a resource and expansion of the Christian character. As
Paul states, "...by all measures save some," he is referred to as information technology.
According to Tranquility Natural Health, information technology can save individuals from
agony, misery, and further injury to their health. When information technology systems are
utilized in divine creation to spread a message of Tranquility Natural Health's ability to help and
relieve misery more speedily, they have been used in God's image. Rather than exploiting
information technology for egotistical purposes and relating it to the End Times, this describes
the Bible to it positively.
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vi. Location Planning Strategy
a. Description
Clients, both existing and potential, are interested in location planning techniques which
refer to the strategic decisions that a corporation makes while deciding where to locate. The
location affects if the firm is within driving distance of the targeted customer or if the trip is
worthwhile. Regional, community and site settings can all benefit from location planning
initiatives. "For certain pure service firms, such as doctors, only the site selection phase could be
important since they are primarily limited to a specific location and community," Meredith and
Shafer (2016) write (p. 169). Site locations will be mentioned solely because Tranquility Natural
Health is a pure service firm. Tranquility Natural Health's site location is how they get
prospective clients. Tranquility Natural Health would seek to expand its practice by adding more
facilities for customers and hiring more staff.
b. Benefit and Implication
Tranquility Natural Health could greatly gain from location planning tactics throughout
the transformation. Site planning tactics will enable them to choose the optimal location for the
growth of its clientele. The weighted scoring model is required for Tranquility Natural Health to
effectively apply site planning techniques (Capolongo et al., 2018, p. xx). The weighted scoring
methodology evaluates various sites depending on the firm's most essential criteria. The
significance of every condition is then evaluated. The scores are totaled together, and Tranquility
Natural Health should open a new facility in the branch with the most incredible score. Zip code,
proximity from existing location, cost of housing, size of the site, occupancy in the destination,
the amount in dollars of improvements that may be required, community, accessibility, closeness
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to other Eastern Medicine clinics, and so on are all criteria for Tranquility Natural Health to
consider in site selection.
c. Biblical Integration
Developing location planning techniques can be a time-consuming and tedious
procedure. It is never a good idea to expedite this procedure or the study that goes into selecting
the best location for a new company, as there are numerous tangible and intangible factors to
consider. God honors all who exercised caution rather than haste. The Proverbs passage shows
how God provides for people who are not lazy and work hard in all parts of life. "The soul of the
sluggard desires and receives nothing," Proverbs 13:4 says, "but the industrious soul is well
supplied." The Proverbs passage can be used for a variety of significant business issues. The
most crucial operational option that Tranquility Natural Health can take is to set up a new store
using a location planning approach. This biblical integration should be implemented for
Tranquility Natural Health to be sustainable. The firm should not only apply Proverbs 13:4 to
bring earthly wealth but also establish spiritual fruit. Proverbs 13:4 isn't just talking about
money; it also wants Christians to exude God's glory and be living models for him. Tranquility
Natural Health can be cautious by incorporating his lessons into location planning tactics.
vii. Service Gaps
a. Descriptions
The discrepancy between the consumer's anticipations and the actual services provided is
a service gap. The service gap can also be considered the gap between what the customer wants
and what they get. Service gaps are essential since they might harm profits. When a consumer
expects specific services and the provider fails to produce them, the client may look for another
source. While delivering services, there are nine potential areas for gaps. To obtain a competitive
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edge, a company should detect and close such gaps. The first three gaps are from the consumers ’
perspective. The first chasm emerges when the desired service differs from what is anticipated.
The provider's advertising has an impact on this disparity. The second discrepancy is between the
anticipated and perceived quality of service. This discrepancy is determined by the customers ’
expectation and their assessment of what they received. There is a third gap between the
perceived received service and the actual delivered service (Lin et al., 2021). What is supplied
and the customer's impression of that reality impacts the third gap.
The remaining gaps are on the service provider's end. For instance, the fourth gap is the
one that exists between the perfect service and the perception of the required services. The
suppliers are to blame for this gap since they wrongly interpret the client's needs. The fifth gap is
between the chosen service and the perception of the need for the service. This discrepancy is
caused by the provider's inaccurate assessment of the service and what they ultimately choose to
service. Between the selected service and the intended service, there are six gaps. This
discrepancy is determined by the service that was chosen and the service that was developed.
There is a disparity of seven between the designed service and the communicated or advertised
service. This gap is impacted by marketing, and it is the difference between the intended service
and the functionalities that are expected of it (Meredith & Shafer, 2016). There is a gap of eight
between the communicated or advertised service and the anticipated service. This disparity is
affected by the difference between what the provider intends to transmit and what the client
receives. Finally, there is a nine-point difference between the envisioned service and the service
provided. At this point, there is still another chasm. The other gap is the one that exists between
the service that has been developed and the service that has been delivered. The last two gaps are
the disparity between what was intended and what was provided.
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b. Benefit and Implication
Tranquility Natural Health and all service businesses can gain from knowing where and
how service gaps emerge. Tranquility Natural Health would be able to maintain clients and
honestly meet their needs when it lessens where such service gaps appear. It is simple for the
physician to fall short of expectations. This is because Eastern medicine might take a long time
to work. This is not the physician's negligence; instead, they want rapid treatment whenever
individuals are in agony.
Sincere iteration and transparency about the approach are required to fill such service
gaps in business. Tranquility Natural Health could quickly lose patients due to service shortages
unless it is equipped. Service assurances can be introduced once the service gaps have been
recognized and there is accountability between the client and therapist. Only once Tranquility
Natural Health has identified all service gaps and is satisfied that they will fulfill all patient
requirements can service guarantees be offered. Guarantees which promise to pay for services
that fall short of expectations are unconditional, simple to comprehend, and simple to implement.
c. Biblical Integration
To address service gaps at Tranquility Natural Health, the physician and therapists should
be ready for them and attentively listen to clients. Identifying the requirements people are
expressing begins with listening. It is not Godly nature to haste and overlooks one's suffering.
"To respond before listening is folly and dishonor," says Proverbs 18:13. Humankind should
listen before reacting, according to the Bible. Daily, this can be applied to various themes,
institutions, and circumstances. However, for Tranquility Natural Health, it involves genuinely
listening to their clients' wants and needs. The proper intent should be established for Tranquility
Natural Health to incorporate this passage biblically. The firm wishes to close service gaps and
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deliver adequate possible medical treatment. Equally, it aspires to use this text to aid others in
meaningful ways and show sympathy for their suffering.
viii. Strategy
a. Description
All enterprises are aware of the concept of strategy. The goals, strategies, and policies to
succeed in its sector are defined as a strategy. The healthcare sector's decision-making authority
is starting to fracture into multiple drivers. As the number of variables affecting marketing
activities grows, marketing executives face a challenge in determining the best technique for
allocating significant investments and resources to the relevant marketplace (Oztekin, 2018). An
organizational strategy can decide if the business is effective or not. It is critical to figure out and
execute this approach ahead of the competition. On the other hand, an effective strategy can take
years to develop. The strategy includes objectives for all of the company's operations.
b. Benefit and Implication
In a significant sector, Tranquility Natural Health is a modest facility. It could launch into
competitiveness by devising a new strategy. Strategic frameworks relating to the strategy's life
cycle should be used. Tranquility Natural Health has a long history of providing services. As a
result, Tranquility Natural Health must concentrate on market segmentation. This entails
developing a comprehensive strategy for the Eastern medicine industry and incorporating it into
all company decisions. Tranquility Natural Health can also emphasize that they are the greatest
at Eastern medicine. For example, they could hone in on chiropractic, massage, acupuncture, or
naturopathic medicine. The other services would remain helpful, and one would retain expertise.
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c. Biblical Integration
A plan to incorporate The Bible should include Christian ideals throughout the approach.
Every strategy and operation should have the underlying message that God's plan is the best way.
A company can do this without being blatant or ramming its beliefs down consumers' throats. It
can be accomplished through kindness and trust, demonstrating God's work while remaining
humble. "Commit your labor to the Almighty, and all your intentions will be secured," reads
Proverbs 16:3. Developing a strategy can be a difficult task. God will offer the right road for new
strategic activities when one focuses on their plan, emphasizing God.
5. Conclusion
To summarize, operations management is critical in every business. The eight themes
will not be sufficient to ensure complete achievement. In operations management, there are other
subjects and elements to consider. These are the eight concepts Tranquility Natural Health
should concentrate on to fulfill its aim of launching a new location. Tranquility Natural Health
will be able to establish a second and more prominent site when it can effectively apply to
benchmark, brainstorming, managing service quality, core capability, information technology,
location planning methods, service gaps, and an overall strategy. Tranquility Natural Health
should focus its attention on God during this endeavor. TNH should incorporate The Bible and
maintain its focus as its popularity grows.
22
6. Annotated Bibliography
Tranquility Natural Health. (n.d.). https://www.tranquilitynaturalhealth.com/
This is the official website of Tranquility Natural Health facility. Through the facility’s
website, prospective clints can interact with the firm, check provided services and book
appointments. Equally, the website encourages customer conversion through subscriptions and
potential client can review other customers’ feedback to rate the facility’s service provision level.
Aburayya, A., Alshurideh, M., Al Marzouqi, A., Al Diabat, O., Alfarsi, A., Suson, R., &
Salloum, S. A. (2020). An empirical examination of the effect of TQM practices on
hospital service quality: an assessment study in UAE hospitals. Syst. Rev.
Pharm, 11(9), 347-362.
A firm’s ability to provide exceptional quality to clients is critical to its sustainability and
worldwide viability. Generally, providing good quality promotes consumer satisfaction and
improves institutional production. Companies are increasingly attempting to give quality services
to clients by implementing quality improvement efforts like Total Quality Management (TQM).
The influence of TQM features on medical service quality in the United Arab Emirates (UAE)
was studied in this paper, which focused on recognized hospitals in Dubai. This
research supported the positive effects of organizational culture, continual learning, customer
orientation, team building and involvement, operational processes, and managerial support, as
independent factors, on increasing the quality of the healthcare system, which was the dependent
parameter.
Agha Kasiri, L., & Mansori, S. (2016). Standardization, customization, and customer
loyalty in service industry. Journal of Marketing Analytics, 4(2-3), 66-
76. https://doi.org/10.1057/s41270-016-0002-2
23
This was fascinating and eye-opening material. It explained how personalization is not
always the best option in a service industry like Tranquility Natural Health. It examines how
customization and uniformity should be employed in delivering services. Since personalization is
an exciting subject to comprehend in operations management, this pertains to the integrative
learning project. Personalization can delight a customer, but it can also lead to increased costs
and longer wait times, according to Agha and Mansori. Finally, Agha and Mansori claim that the
relationship between the physician and the client is the most critical factor in sustaining a loyal
customer in the service industry. Depending on the circumstances, both personalization and
uniformity should be employed. It is prudent for the service business to get input from existing
clients to enhance this and keep improving.
Braun, M., Latham, S., & Porschitz, E. (2016). All together now: Strategy mapping for
family businesses. Journal of Business Strategy, 37(1), 3-
10. https://doi.org/10.1108/jbs-12-2014-0154
Since Tranquility Natural Health is a modest business and strategy mapping is essential
in operations management, the researchers felt this source contained relevant material for the
integrative learning project. This resource explains how the two are related and how
smaller firms can develop an appropriate plan for their size. Whenever it comes to
small enterprises, the source explains that misalignment can lead to various blunders.
Researchers recommend that family firms use family enterprise strategy maps (FEMS) to ensure
that everyone is working toward the same goals. Researchers discovered through analysis that
FESM addresses the small business's goals, encourages stakeholders to join in, and aids in
identifying the strategic basis that can be used to attain their objectives.
24
Capolongo, S., Rebecchi, A., Dettori, M., Appolloni, L., Azara, A., Buffoli, M., Capasso, L.,
Casuccio, A., Oliveri Conti, G., D’Amico, A., Ferrante, M., Moscato, U., Oberti, I.,
Paglione, L., Restivo, V., & D’Alessandro, D. (2018). Healthy design and urban
planning strategies, actions, and policy to achieve Salutogenic cities. International
Journal of Environmental Research and Public Health, 15(12),
2698. https://doi.org/10.3390/ijerph15122698
Researchers set out to identify new strategic objectives for improving a "Healthy and
Salutogenic City," which would be valuable to designers, regional authorities and public entities,
lawmakers, and all local health experts. The link between morphological and functional elements
of the urban landscape and public health is vital for current cities and modern civilizations, as
evidenced by design initiatives, activities, and policies established to promote public health and
welfare. This paper aims to bring together previously specified strategic goals, emphasizing
potential solutions to the rising environmental, social, and economic prerequisites that have
defined recent times. Its purpose is to steer urban design not just toward "Healthy cities" but also
for "Salutogenic cities." Researchers concluded that involving communities requires
collaborative action, beginning with the practitioners themselves.
Cook, N. (2017). Innovation, integration, inspiration. The 2017 NHAA International
Conference. Australian Journal of Herbal Medicine, 29(2).
The NHAA International Conference in Australia is discussed in this resource. Since it
examines the patterns and future of herbal therapy in today’s modern medicine, it is pertinent to
Tranquility Natural Health and the integrative learning project. In Australia, the herbal remedies
movement attempts to combine naturopathy and western herbal therapy. Care is provided at
Tranquility Natural Health using naturopathic, massage, acupuncture, and chiropractic
25
procedures. On the other hand, the doctors can prescribe western drugs if the situation is dire
enough. The writer explains how this conference accomplishes the same goal by focusing on
three key areas. The combination of numerous clinicians, creativity in treating people, and
motivation to utilize new abilities are all focal points.
Gorbunova, A. V., Maximova, O. N., & Ekova, V. A. (2017). Developing methods of
controlling quality costs. SHS Web of Conferences, 35,
01019. https://doi.org/10.1051/shsconf/20173501019
Researchers contributed this essential paper on the issues of quality cost
management. According to the authors, managing quality costs is critical to enhancing the
effectiveness of corporate operations and expansion. The author's main goal was to develop
recommendations for bettering quality management and evaluating quality costs based on
leadership and supervisory achievements. Various duties should be completed to suggest quality
control approaches to accomplish so. Following additional investigation, the writers concluded
that their approach would enable analysis and identification even in low-effective processes.
Their practice focuses on reducing wastage. This saves businesses resources and allows them to
grow and be more competitive.
Grant, D. (2016). Business analysis techniques in business reengineering. Business Process
Management Journal, 22(1), 75-88. https://doi.org/10.1108/bpmj-03-2015-0026
In business reconfiguration, the author is looking into business analytical approaches. He
looked at eight different business analysis methodologies utilized in company re-engineering and
discovered that some are better than others. This is dependent on the circumstance, method
adaptability, and convenience of use. The writer investigates their interconnection and potential
risks using small sample sizes. According to the writer's conclusions, there are some situations in
26
which numerous strategies are required. The more techniques are applied, the more complicated
the problem is. More than one approach was employed in ten of the twelve situations. The
researcher also discovered that the primary determinant of which re-engineering approaches are
utilized is the task's size, followed by technology, which is constantly evolving.
Jayaram, J., & Xu, K. (2016). Determinants of quality and efficiency performance in
service operations. International Journal of Operations & Production
Management, 36(3), 265-285. https://doi.org/10.1108/ijopm-03-2014-0122
The paper "Determinant of Quality and Efficiency Performance in Service
Operations" discusses studies conducted to determine the viability of service delivery systems.
Researchers utilize management's internal and external knowledge to demonstrate how to
improve such success. 249 Chinese enterprises are used in the research, including structured
design and simulation. As researchers examine numerous business variables and how they
influence service delivery, this research is related to the integrative learning project. The analysis
reveals that a company's concentration on customer orientation was linked to
personnel productivity and how personnel was appropriately trained. Researchers also
discovered that staff competence and training increased worker efficiency and improved service
provision. This may be utilized at Tranquility Natural Health to comprehend that the more
TNH firm concentrates on the consumer, the better their personnel will be able to give the vital
Eastern Medicine service.
Kobo-Greenhut, A., Reuveni, H., Ben Shlomo, I., & Megnezi, R. (2018). Unstructured
brainstorming is not enough: Structured brainstorming based on four verification
and validation questions yields better hazard identification in
27
healthcare. International Journal for Quality in Health Care, 31(7), 16-
21. https://doi.org/10.1093/intqhc/mzy208
The majority of risk analytical methods depend on brainstorming. The brainstorming
method entails discussion groups to generate ideas and find risks. To create innovative solutions
depends on multidisciplinary teams. The ability of the clinicians is critical to successful risk
detection. The methodical hazard identification checklist (MHIC) was introduced in this research
as an organized way for brainstorming. Several aspects of the MHIC are recognized to inspire
research. One is tasking with divisions of thoughts in a systematic, targeted manner. To break
down a more significant challenge, dividing groups into subclasses is another component.
Furthermore, checklists are commonly used to encourage risk detection and boost safety.
Researchers concluded that MHIC is a revolutionary technology that delivers consistent and
superior risk detection for different processes by removing roadblocks, decreased motivation, a
safer atmosphere, and higher quality of care in the healthcare setting.
Lin, C., Siao, S., Tung, H., Chung, K., & Shun, S. (2021). The gaps of healthcare service
quality in nurse practitioner practice and its associated factors from the patients’
perspective. Journal of Nursing Scholarship, 53(3), 378-
386. https://doi.org/10.1111/jnu.12641
The research examined patients' aspirations, views, and gaps in healthcare service quality (HSQ)
and the key demographic and clinical variables that influence HSQ in nurse practitioner practice
(NPP). The researchers discovered that in the NPP, clients' aspirations were not fully met,
particularly in dependable response and compassion. The intensity of the clients' illnesses
significantly influenced the HSQ discrepancies. From the standpoint of the patients,
understanding of unfulfilled demands could influence the convergence of a sensible strategy to
28
promote healthcare service in the NPP. Researchers concluded that by creating the proper scope
of practice, managing the NP-to-patient ratio, implementing certification initiatives in
prescription learning, and nurturing patient-centered care with joint decision-making, NPP
administrators could increase NPs' dependable response and compassion.
Liu, C., Xiong, H., Papadimitriou, S., Ge, Y., & Xiao, K. (2017). A proactive workflow
model for healthcare operation and management. IEEE Transactions on Knowledge
and Data Engineering, 29(3), 586-598. https://doi.org/10.1109/tkde.2016.2631537
This resource is essential to the integrative learning project since it looks at healthcare
workflow methodologies. It relates to Tranquility Natural Health as well as operations
management. Researchers gathered data utilizing real-time location technologies to understand
human actions and basic knowledge better. This enabled the study of decision-making in work
processes. According to the researchers, following the series of events in a work flow, from
patient intake to full recovery, is critical in healthcare. The writers came up with some
fascinating conclusions after researching real-time positioning systems. Researchers were able to
comprehend the logistics of a major hospital, provide interpretable states, and utilize device
correlations for improvements. They demonstrated that practical, intelligent applications for
healthcare operation and management could be allowed to monitor, assess, and improve
healthcare services with this system (Liu et al., 2017).
Moultrie, C., Corfield, A., Pell, J., & Mackay, D. (2017). 45 Frontiers of performance:
Using a mathematical model to discover unobservable performance limits in a pre-
hospital and retrieval service. Abstracts. https://doi.org/10.1136/bmjopen-2017-
emsabstracts.45
29
Since it addresses a physician-led facility, the piece directly impacts Tranquility Natural
Health. Because Tranquility Natural Health is in the same sector like hospitals, the study on their
practices will benefit the integrative learning initiative. The paper focuses on how many primary
and secondary missions were missed at the facility due to poor system performance. According
to the findings, 15 percent of primary missions and 12 percent of primary and secondary tasks
were failed. The study sheds light on the capabilities and limitations of this system's
performance. Finally, it enables the facility to determine how much of its service to use while
still treating patients.
Negash, S., Musa, P., Vogel, D., & Sahay, S. (2018). Healthcare information technology for
development: Improvements in people’s lives through innovations in the uses of
technologies. Information Technology for Development, 24(2), 189-
197. https://doi.org/10.1080/02681102.2018.1422477
The usage of medical technologies is rapidly assisting healthcare, thanks to the
tremendous rise of IT, developing infrastructure, and equipment. Such developments can give
healthcare services to everyone, everywhere, and anytime. Such services and technology give
patients, clinicians, and healthcare institutions instant access to healthcare data, allowing them to
make more informed decisions and provide quality treatment. This study presented findings from
research on recent advancements in several elements of healthcare information technology.
Researchers Thy concentrated on novel strategies to attain health IT and development effect,
wherein growth was measured in improved patient outcomes, delivery, and operations.
Researchers concluded that a wide range of services with ever-growing value propositions
become feasible in a world of ever-more sophisticated technology.
30
Oztekin, A. (2018). Creating a marketing strategy in healthcare industry: A holistic data
analytic approach. Annals of Operations Research, 270(1-2), 361-
382. https://doi.org/10.1007/s10479-017-2493-4
Utilizing data analytics, this study intended to aid marketers in selecting venues for peer-
to-peer educational activities for healthcare professionals (HCPs). Doctors and other HCPs
would be able to network with their colleagues and gain knowledge about the most recent
clinical data and research from internationally recognized Key Opinion Leaders at such
initiatives. The findings of the analytic data models show that support vector workstations were
the most effective predictor, trailed by artificial neural systems and decision trees. As per
researchers, marketers can use the recommended data analytic approach to help them define their
targeted audience in various ways. researchers concluded that, m Marketing executives could use
data analytics to evaluate the enormous and complex data collected to improve their assessments
of important target audiences.
Park, J. H., & Tran, T. B. (2018). Internal marketing, employee customer-oriented
behaviors, and customer behavioral responses. Psychology & Marketing, 35(6), 412-
426. https://doi.org/10.1002/mar.21095
The source explored the effectiveness of internal marketing, which treats workers as
internal clients. According to the authors, internal marketing is substantially connected with
salespeople's adaptable, customer-oriented, and interpersonal selling behaviors, resulting in
consumer relationship consistency, buy intentions, and positive word-of-mouth. Furthermore,
salespeople's customer-focused activities partially mediate between internal marketing and
external client reactions. Researchers added helpful information to internal marketing research.
Authors provide a practical consequence for businesses. To improve favorable customer
31
behavioral reactions, businesses should first concentrate on internal marketing techniques before
stressing workers' implementation of customer-oriented actions. As per Park and Tran (2018),
consumers have more alternatives for their products and services as the services industry
expands, making them more demanding, especially during encounters with a salesperson.
Tsai, F., & Katz, R. (2018). Measuring global health security: Comparison of self- and
external evaluations for IHR core capacity. Health Security, 16(5), 304-
310. https://doi.org/10.1089/hs.2018.0019
In 2016, the World Health Organization switched from simply utilizing a self-assessment
to adopting an external review procedure to evaluate national utilization of the International
Health Regulations (IHR). The World Bank's activities following the establishment of the Global
Health Security Agenda (GHSA) in 2014 seek to assist finance for epidemiological preparation
and responding. According to the researchers in this source, the discrepancies between self-
evaluation and external assessment techniques should be evaluated. They analyzed information
from published sources to determine whether and how external analyses vary from IHR self-
assessments in this paper. The external assessment generally scored lower than self-assessment
scores in nations where records were available. This demonstrated the value of external reviews
in developing the adequate capacity to inhibit, identify, and react to public health emergencies
globally.
Willmington, C., Belardi, P., Murante, A. M., & Vainieri, M. (2022). The contribution of
benchmarking to quality improvement in healthcare. A systematic literature
review. BMC Health Services Research, 22(1). https://doi.org/10.1186/s12913-022-
07467-8
32
Benchmarking has long been recognized as a valuable tool for identifying strengths and
weaknesses in the medical system. Despite the increasing curiosity in the work and education of
benchmarking, its impact on healthcare quality has yet to be fully understood. Researchers
performed a systematic literature study to synthesize the information supporting the
correlation between benchmarking and quality enhancement. The study's goal was to gather
information on the related techniques employed to increase quality care. Researchers found that
benchmarking can help people improve their quality of life and that treatments that are added on
top of benchmarking can help patients enhance their quality of life even more.
Wolf, A., & Zhang, L. (2016). The effect of customization and gender on customers’
attitude. International Journal of Hospitality Management, 56, 28-
32. https://doi.org/10.1016/j.ijhm.2016.04.001
Although the paper fails to address the healthcare industry specifically, it does explore
pertinent operations management concerns that are significant to the integrative learning
initiative. It examines if personalization and gender have an impact on customer views. Such
parameters are being investigated concerning restaurant menu items in this research. According
to the writers, customers prefer customization and being able to customize their choices. This
generates a perception of control, which firms should employ based on the gender demography
of their location. They discovered that males respond favorably to "make your own" meals and
"you pick two" adaptations. "Build your own" meals are more appealing to women. This data is
critical for business expansion, and based on where a company is located, it should be used to
improve customer numbers.
33
7. Appendices
i. Plan Monitoring and Evaluation
Plan Monitoring and Evaluation
Plan
Responsibility
Frequency
Evaluation
Personnel re-training
Re-train practitioners
on a step by step
client care
procedures. Re-train
all staff on the
Chirotouch scheduler.
Four times in a year
and once in a quarter.
Practitioners should
pass with at least
95% accuracy. All
staff should be able to
reschedule a
customer within
30seconds.
Application of best
practices
To ensure that the
best practices are
implemented at work.
To ensure that the
correct methods are
implemented as
scheduled.
Four times in a year
and once in a quarter.
Benchmarking
To acquire new
clients and patients
To brainstorm new
marketing strategies.
Twice per financial
year.
Should increase the
number of new
patients by 1.25%
every six months.
34
To enhance client
satisfaction
Enhance operational
efficacy and services
Four times in a year
and once in a quarter.
Conduct consumer
surveys—test new
operational efficacies.
Practitioners will be re-trained on the step-by-step customer service approach every three
months. Participants should pass tests with a 95% accuracy rate at the conclusion. Every three
months, all personnel will receive Chirotouch training and would be able to reschedule a
customer within 30 seconds. Every three months, the proprietor and COA will assess the
impacts of best practices. The best practices would be benchmarked to evaluate if they are still
appropriate and helpful. If the firm fails to increase clients by 1.25 times, the hospital will
conduct brainstorming sessions twice a year throughout the organization. To improve client
satisfaction, operational efficiencies and services will be upgraded and evaluated f our times a
year. There will be no changes if upgrades are up to date and consumer surveys are satisfactory.
ii. Operating Plan
Operating Plan
Long-term
Goals
Activities
Target
Deadline
Start new or
more prominent
location
Location
planning
approaches like
the weighted
score model.
One mile
location from the
current facility.
The new site
will contain
At the end of a
financial year.
Short-term
Acquire and
retain new
clients
Formulation of
new marketing
strategies
through
brainstorming.
To increase
customers.
To increase the
number of
existing
customers by
over 2.5%
At the end of a
financial year.
Learn innovative
practices in the
sector.
Benchmarking
Implement best
practices
Practices to be
implemented
35
entirely within
eight months.
Increase the
level of
customer
satisfaction
Manage service
quality through
consumer
surveys,
personnel re-
training, and
application of IT
techniques to
efficient task
management
Increase
customer
satisfaction by
12%
Within six
months.
Fill service gaps
Identify service
gaps and fill
such gasp
Gain
competitive
advantage
Within six
months
Every plan, or component, is designed to help the company achieve its long-term aim of
building a new site. TNH may achieve this aim by taking little measures like gaining new
patients, implementing best practices, increasing customer happiness, and closing service gaps.
The long-term objective will determine the best location using a weighted score model. The new
purpose will be about a mile away from the initial site, feature three additional rooms, and
employ ten workers. After one fiscal year, the final date for this goal will be reached. A fresh
marketing approach, brainstorming, and signing up new clients will all be part of acquiring and
maintaining patients. TNH will include social media in its latest marketing plan and gorilla
marketing to attract new customers.
The brainstorming will assist TNH in developing an entirely new marketing strategy. The
firm expects to raise its consumer base by 2.5 times its current size within a year. This will
provide sufficient clients for both the old and additional locations. Benchmarking and replicating
best practices will be used to achieve the short-term goal of implementing best practices.
TNH anticipates seeing benefits within eight months. TNH will manage service quality through
36
customer surveys, personnel re-training, and information technology to achieve a better
proportion of customer satisfaction. All of this will be completed in six months. Finally, to
bridge service gaps, TNH will identify gaps (via customer surveys, for example), fill them, and
provide a guaranteed or fail-safe strategy for consumers. Within one fiscal year, TNH anticipates
achieving a competitive edge.
iii. Communication of Plan
Communication of Plan
Plan
Communication
Reports to
Long-term
To open a new
location within
one financial
year.
Four meetings
per financial
year will be
conducted
among all
personnel,
including
therapists,
receptionists,
management,
proprietor, and
front desk
reception.
Strategic
planning
coordinator
Short-term
To acquire new
clients and retain
the existing
ones, enhance
customer
satisfaction,
increase
operational
efficiencies and
fill service gaps.
Communication
among
therapists,
proprietor,
owner, and the
management to
discuss client
inflow increase.
COA and
Marketing
coordinator.
The new location will be opened in the long run. Because TNH is a small facility, every
staff will be informed of the strategy and invited to participate in the conversation. Only
therapists, the proprietor, and the COA will be notified of the short-term collaborative process to
37
acquire new clients, cover service shortages, enhance efficiency, and raise satisfaction. The COA
shall be informed of the strategies and actions taken to achieve such objectives.
iv. Strategic Analysis Data
a. Balanced Score Card
Customer satisfaction
Goal: 90% satisfaction rate
Measure: patient surveys and reviews
Strategy
Internal business processes
Goal: quality patient care
Measure: safety compliance checklist
and patient reports
Learning and innovation
Goal: enhance personnel skills
Measure: peer review processes, passing
retraining, and personality tests.
Financial performance
Goal: payback personal loans
Measure: debt and financial reports
38
b. SWOT Analysis
