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SINGAPORE HEALTH PROMOTION BOARD (HPB)
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SUMMARY
SINGAPORE HEALTH PROMOTION BOARD (HPB)
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Question 1
A. Briefly describe the background of the statutory board of your choice. Also, include a description of the profile of its ‘customers’.
Answer: Statutory board of Singapore is the organization which has the autonomy of performing the operational functions legally. These functions are performed legally under the parliamentary act passed in the parliament. The statutory board defines the power and procedure to the specified authorities. It also asks these to report in return to these powers and the regulatory authorizes envisaged to them. The health promotion board works under the statutory board and assigned a number of powers to be performed under the assigned rules and regulations by the board. Health promotion board’s main purpose is to improve the health of the nation and prevent the diseases. This board policy tries to be healthy nation worldwide. Health board is responsible for health services of the specified area. The health board was established under the ministry of health.
The health board makes policies to prevent the illness, disability and premature death. They ensure provide healthy life to the people of Singapore. It is established in the year 2001 to provide its people with the better health care services and have a look over them if these services are provided with exception. Heath board scheme has a vision to prevent the school going child from diseases. Singapore health board provides the vaccine against the polio etc. to make better immune system. It is developed to maintain the existing structure of health services and provide more options to the future goals and the quality to be provided. It is required to maintain the records related to the disease, birth and the deaths and a record of the premature deaths. It has implemented different health plans in the community (Lidwell, Holden and Butler, 2003).
According to these plans there are a number of facilities provided to the people who are the consumers of this health service board. The plans include health and dental services for the school children and the immunization of the primary school students. The services provided are vision screening test of the primary students as well. Another pan includes the Aids educational plan for the people. It provides awareness to the people about the health and the facts related to eth aids. The positivity of the aids is discussed and the vocational training programmers are provided.
It also provides the mental and breast cancer awareness and the nutritionist value programs. Children and the youth are the main targeted audience or the consumer if this bard. Where they are provided and equipped with the knowledge about these health issues. The customers are 5 to 6 years primary students and the youth who are not aware of the common facts about the diseases. The health promotion board works under the statutory board and is responsible for the assigned plans and services by the board (Yeung and Wai-chung, 2000). A number of powers are to be performed under the assigned rules and regulations by the board.
B. Discuss why it is beneficial for the public sector to adopt a customer (citizen) centric culture.
Answer: the public sector provides a number of facilities to the people at lesser amount than the private sector. The facilities provided are more frequent and greater cost effective with the benefits. The policies and the structures a provided as a complete base to the study of the plans and programs offered. It reframes the causes and effects of the plans. Health promotion boards offered the more programed which have greater effect in the improvement of the health of the nation. People get entertain from the services provided them. According to scheme to provide the free of cost health services in the Singapore they are focusing prevent the diseases. If the consumers do cooperate with the health board and follow the policies of health they will be healthy.
If they don’t adopt this health improvement policies they will be in several disease and illness which at the end cause of death. It also relates other departments for the better working of the centralized performance achievement. It organizes the basic structure of the public health care service as per our selection of the statutory board program. These boards are in return considered to report their use of powers that regulatory authorizes envisaged to them. The health promotion board works under the statutory board and assigned a number of powers to be performed under the assigned rules and regulations by the board. Health board is responsible for health services of the specified area. It provides a systematic structure and basis to the public sector. It engages all the relevant working departments with it (Wirtz, Jochen and Chung, 2001).
Most effectively it provides the political support to the system aside from the social and economic. The power support is essential in a country to perform the plans more effectively and achieve the desired results. In the public sector the management of the major leadership and the ministry is assigned the responsibility of the better provision of resources and the ultimate end of these results. The results significance is evaluated on the basis of the power support structure. The government and the collaborating agencies work together for the better provision of the resources to the people through using the state funds effectively and at lesser cost.
Aside from all the barriers long term goals could better be achieved and the customer are provided the services on the long term basis. Under this system the benefits for the customer will be achieved through the cooperative policies and contribution to the developmental plans designed for the customer care. The traditional service system works under the public sector and have learnt the actual consideration and the developed interest in the provision of public interest services. It provides more control and the possibilities to the growing needs of the consumer (Wirtz, Jochen and Chung, 2001). The better results ad performance could be achieved through building partnerships and the collaboration with the communities.
Question 2 IDIC forms the building blocks of a good CRM strategy while trust forms the important objective of that process. Examine with examples the IDIC model in relation to the statutory board. Identify the ways in which the organization uses IDIC to build good customer relationship and examine ways these ways might be improved to enhance trust with its target customers.
Answer: IDIC model is developed by the two persons names are as follow Pepper and Rogers in 2004. The main purpose of this model is to build the relationship between the customers. They followed the steps for this process which are identified, differentiate, interact and customize. You have to follow the four steps to make the customer relationship with individuals.
Identify: firstly will identify the customer individually. Because in the statutory board you have a linked with the several peoples but before developing the relationship with customers must identify the customer capabilities at a time. You could not make a reason with the public at a time but can only individuals. You have no idea about customer personal data like name address but you have to information about them. Identify the customers and build them deep understanding because they help to identify this firm will be beneficial for them. Implementing the IDIC model is to identify the customers according to their ages, life styles, and so on (Ranjan and Bhatnagar, 2011).
Health board working under the statutory board of Singapore handling the customer from beginning and have interaction between them. For examples the ministry of health established the health board provides the better services to the customers. In the specific area if the customers visit any hospital in the private and public sector assistant handle the patient from the beginning to till recovery. Assistant in any sector of hospitals assist the customer by bringing them to the bed and call to doctor, provide the medical treatment, serve the food for patient and also helping the customer with the bills payment. This process is actually assistant able to identify and build interaction with the customers to gain relationship. They also know what customers and patients like and dislikes in the hospital which help them to provide the better facilities for the next time.
Differentiate: at this stage board differentiate the customers into different segments which including the profitability or non-profitability and frequent user or not customers. They differentiate the customers in order to know which customers have highest value for the health boards. Based on the process they differentiate the customer’s strategies (Reimann, Schilke and Thomas, 2009). They implement and formulate the different stratifies against the different customers. For example in the public mostly people visit the hospital than in the private sectors people visit at the evening time. Because evening time they visit the hospital for consultation with the family member in their spare time. Some people who want consultation from specialist they visit when he or she is available in the hospitals. This implementation strategy in hospitals for example for public and private and specialist in order to full fill need differentiate the different customers. In this step they are not only gain the profit but also improving the relationship between customers. Interaction: This stage showed a ministry health or board understand the needs of customers rather than other rivals. At this stage they gain the relationship and understanding. Having an interaction and communication face to face with the customers will be provided greater in to the needs of interacted customers (Tamošiūniene, and Jasilioniene, 2007).
This interaction developed the relationship between health board and customers for a long term. Customers gain the loyalty from the boards. Interaction with the customers can carry on at the stage when want to visit the hospital or visited. In the Singapore they try to satisfied the customers and also communicate with the customer towards they provided services and facilities regarding treatment. Sometime called this is feedback on this base they changed they or improve the services and facilities so when the customers will visit next time will be more satisfy and pleasant about the experience.
Customization is the last step. At this stage they adapt the behaviors of individual customers’ needs and value. Having interaction with the customers it helps the board to point out which things and habits have preference. Having a communication with the customers ensure the board they are met the customers’ requirements. They do all things because boards have offers and others on the customization. Provide the Services in the hospitals differentiate the customer on the base of their lifestyle because richest people like to visit private hospital rather than poor or average family.
Customers who are more concerning about the health they ministry of health introduced the monthly and semiannually checkup (Yin, 2014). Board is introducing the more reliable facilities in the public hospital which provided them in the private hospital. These facilities satisfy them. These facilities are designed for all type of people of the Singapore. Customization plays a vital role to ensure the loyalty of the customers.
Question 3
A. Discuss the impact of technology on the delivery of public service in the statutory board of your choice and how it balances hardware with heartware. Illustrate your answer with three examples of how technology is being deployed in its CRM strategy, through for example the use of two-way addressable media such as website, wireless technology and mobile devices etc.
Answer: information technology and globalization can be termed as the procedure of combining provision of services related to different sectors of different countries among all over the world and also combining different countries products, people, organizations, culture, and government. The researcher has asked to follow conceptual, managerial and service framework for evaluating the development of a strategy for a firm which contains factors like as globalization in any industry. It is all related to each other with the help of the hardware and the customer relation strategies. This is also relevant to the presence of internal potential for globalization within the sectorial approach. According to CRM strategy the presences of strategy is explaining the situation of a market with respect to concluding that sector should be globalized or stay only in a local place.
On the basis of these strategies, it can be analyzed that a specified sector such in case of health sector has been using the information technology efficiently (Levitt, 1983). Hardware to heart ware means adopt the advancement in the technology which makes it easier for your life. Suppose you can monitor your pulse and blood pressure through latest device. Heart ware is connection between the professionals of health and patient. You accept the patient with the illness. Health promotion board changes the policies with passage of time. They made change adopt the advancement. CRM strategy is taken to be strategically superior due to the diversification of resources to present and earn more, create new markets for the products, increase trade balances and provide more opportunities to the business development. It promotes the individual, organizational and socio economic goals. The customer is integrated with the two-way addressable media such as website, wireless technology and mobile devices. The examples of this are the mobiles application, websites and the wireless connectivity. The mobile applications provide each and every detail in the mobile phone about the services provided. The websites provides information and the updated details to customers on the computers and the laptops whereas through the wireless connectivity customer can have access to the services details when and wherever needed (Jain, 1989).
The database management system is requires to keep the large set of information about the customer relation management services such as its employees, customer information, the instruments kept, complete information regarding each sector of management. It is helpful in easy access of the information. It saves time and budget through providing easy access to the information. The data base management system is helpful to avoid a sprees sheet data where it is hard to access information. It helps through providing a structural framework (Al-Jenaibi, 2015).
B. Define learning relationship and discuss the importance of such a relationship in the statutory board’s interaction with its customers.
Answer: learning theory is concerned with the provision of the time and resources to learn anything from the structure. The time taken for gaining the experience of the work we perform. It has a great importance in all sectors of the board. To provide more details and define the structure we have to learn about the sector. Statutory board requires the learning theory for the better results where we learn from our past mistakes and disabilities in the structure and develop more reliable policies for the future. The situation should be analyzed and controlled to minimize the risk to increase the impact of the of the organization’s goal in the future through developing more effective policies and regulations by the statutory board. During public relations people often criticize the provision of the services.
These are the flaws or the points which organization usually do not observe. The crisis management of the organization deals with the related issues of the public collaboration. The organization has developed a sense of awareness and adaptation in the society related to their learning policies. The problems resolved will strengthen organization to provide better strategies and concepts related to their work and provide solutions to these issues before they occur (Al-Jenaibi, 2015).
Economically the organization has been sharing the burden of public customer who cannot afford to private services and also helpful for the government to provide its citizen with the best possible solution through the board. The strategies and structure should be analyzed and controlled risk policies to increase the impact of the of the organization’s goal. People often criticize organizations for their rigidity but the policies should be followed to produce better results. They do not pay attention for learning new policies and design. These demerits should be turned into merits where organization usually observes.
The learning management of the organization deals with the related issues of the board collaboration with all sectors. Learning process allow the board to integrate more effectively with the customer, sector and the board. Each and every detail is taken, analyzed and then evaluated on the basis of past experience (Habermas, 1984). It relates other departments for the better working of the centralized performance achievement for the customer satisfaction and the creating a collaborative environment between board and the customer.
Question 4
J G Barnes suggested that a customer relationship is based on feelings and emotions. He proposed that customer relationships comprise the 5 Es. Analyze how the statutory board builds its relationships with its ‘customers’ in relation to these 5 Es and evaluate its performance in each component.
Answer: 5 E’s is the building block of the baord that relate each and every brick of the managemnt oand the sectors working under the board. The customer relationship is built with the help of the strong collbaortaion with the management and the board. Customer have the emotional attachment to the product or services they use. These are the provisions of the trust developed with the passaeg of time between them. They develop a sense of trust worthing their future relatioship. The learning process to maintain the healthy relation and sustain the dvelopmental process the reation is explored, explained, elaborated, engaged and evaluated in the basis of sentimental approach. The board with time has learned the new throeirs to sreate a custoemr relation service fo which it has prefered the 5 E’s thoery (Abdellhay, 2014). The 5 E’s are based on the environment, engagement, emotions, expectation and experience.
It relates other departments for the better working of the centralized performance achievement for the customer satisfaction and the creating a collaborative environment between board and the customer. Engagement in this step they get the attention of customers and provide them guidence about problems and question what are the main object of this model. The emotional attachemnt of the concerned party is taken into accout and valued on the basis of the loyalty. They ask very simple question from the customers and present the problems of health sector for their engagemnt to the board and the facilities provided by the board. They introduce the task at this point and connect the past and future experience of learing which they learnt from the learner. This stage show the goals which help to engage them to learned this skilled. At this stage we say that learned for the new concepts. Experience is taken as the second phase introduced the marials and investigate the presented idea. They start to dicuss this idea with other members of the groups with their experience they have gone through. Thay dicuss about they have already learned from the idea. Trainer also get the idea about the knowledge of the learner towards the subject and specific topic. The experience having the positive results creates a sense of optimism about the future prspects of the relation with the activities performed by the board for the service provision (Yin, 2013). Environment provides the best practice for engang the customer loyalty and brining a long term relation. The bard has always trie to involve the customer through providing the clean and caring envireonemnt fo rteh health services. The attention of customers is attracted towards the envireonmental capabilities and provide them guidence about problems and question what are the main object of this model. They ask very simple question from the customers and present the problems of health sector. They introduce the task at this point and connect the past and future experience of learing which they learnt from the ir environement. This stage show the goals which help them for better understanding the envireonmnet of the board. Explore: in the second phase introduced the marials and investigate the presented idea. They start to dicuss this idea with other members of the groups. Thay dicuss about they have already learned from the idea. Trainer also get the idea about the knowledge of the learner towards the subject and specific topic. Explaination at this stage they focus on the analysis. They introduce the specific topic and give them explaination (Yin, 2013).
Expectations are based on featuring the focus on the analysis. They introduce the specific featured services by the people and these services provided up to their expectations. The people had an emotional attachment to the things which fulfill their expecteations. The consuker values of the board expectation are met for creating a safe and healthy relation. For building such a relatioationship the health board is assigend to enhance their performance. They also provide them relevant lots of helath parameters. The expectations are met through the obsevation of client behvaior his intended needs.
Emotions are evaluated for the attachment and the belonging. It is also required to mainatin the constructive relation betwween the clinet and the board provodeing the services. The health promotion board works under the statutory board and assigned a number of powers to be performed and these powers are evaluated periodically under the assigned rules and regulations by the board. Health board is responsible for health services of the specified area and takes the emotions attached to it. The sustomer relation is explaored if they are staisified with the provision of resources and services. Then the relation is elaborated on the sentimental and emotional attachemnet of the customer. It provodes a constructive approach to the learning to expalin speicfically. The customer relation is evaluated in the regular basis where the board is more concerned about the engagemnet of the resources for the best complaince to the customer needs. It creates a connection between the past and the future and expalnation of the concpet, skill and the concerned behvaior of the customer and the board. Customers gain the loyalty from the boards (Verspaandonk, 2010).
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