Improving The Quality Of Services

Improving the Quality of Services at Snyder Health Care Systems Inc.

Submitted by: Diana Snyder

Managerial Applications of Information Technology-MIS535

Professor Dale Reynolds

Date Due: April 14, 2013

Table of Contents

1. Abstract----------------------------------------------------------------------------------------------------3

2. Brief Company background-----------------------------------------------------------------------------3

3. Discussion of business problem(s)---------------------------------------------------------------------4

4. High level solution---------------------------------------------------------------------------------------7

5. Benefits of solving the problem-----------------------------------------------------------------------14

6. Business/technical approach---------------------------------------------------------------------------14

7. Business process changes------------------------------------------------------------------------------15

8. Technology or business practices used to augment the solution----------------------------------15

9. Conclusion -----------------------------------------------------------------------------------------------16

10. Summary of project-------------------------------------------------------------------------------------16

11. Recommendations

References

Abstract.

In order to maximize the productivity of Snyder Health Care, the organization needs to hire more quality staff, increase continue education and explore the possibility of increasing employee compensation and benefits. An analysis of customer certifications and potential future use of Snyder's services gives the organization a high level understanding of the challenges and potential growth opportunity as identify in its SWOT analysis.

Brief Company background

Snyder Health Care Systems Inc., though incorporated in 2005, was conceptualized ten years prior by its administrator Clarence W. Tweh Sr.

While working as a staffing coordinator and Personal Care Assistant (PCA), in his father's Company, Community Temporary Care Services, Clarence realize the differences between his father, the self-employed small business owner's life and that of his best's father who was in engineer. Just before graduating from college with an undergraduate degree in Accounting and minor in Computer Science, Clarence decided to would like to run his own company someday.

This desire became a reality after six years of working as an accountant/business analyst for one of the largest privately own companies in Minnesota. The experience gained from his corporate job combined with his intrinsic desire and willingness to help others motivated him to walk away from a promising corporate career and start his own company in 2005. This action gave birth to Snyder Health Care Systems Inc.

The company started with two single family homes which are still used as group homes to house vulnerable adults with mental illness, chemical dependency, developmental disability, and physical health complication. An estimated 4.3 million Americans with intellectual, developmental or physical disabilities live in group homes throughout the United States today according to (http://yourbusiness.azcentral.com/turnover-staff-group-home-2706.html) each home is license to accommodate no more than 4 consumers at a time along with a twenty four hour around the clock staff providing care and support. All of Snyder's consumers are referred to them by the county. Therefore, there is currently no need for advertising or website.

Bbusiness problem(s)

As is the case with any corporation, there are numerous challenges facing Snyder Health Care Systems Inc. These issues are divided into two primary categories namely, internal and external.

Internal Challenges.

Snyder Health Care Systems internal challenges are similar to that of most small companies in their industry as well as their size. They range from lack of a fully dedicated human resources department, to long term staff retention, to tapping into internal subject matter experts.

Giving the budget to provide services are not very favorable to these challenges, it is an art trying to skin the budget to meet all the needs of a functional organization without exploring outside sources, again due to budget constraint. A fully dedicated human resources department could help with staff retention by focusing more on hiring requirements and processes as well as identifying growth and development resources outside the organization to attract existing staff as well as potential employees.

The organizational leadership consists only of the administrator, Operation Director, and a Lead Supervisor. All of the individuals occupying leadership positions are in multiple roles. For example, the administrator is also responsible for terminating employees based on recommendation of the Operations Director or the Lead Supervisor. He is also responsible for all aspect of company's financial stability and longevity. The Operations Director is also the Director of Nursing and is responsible for hiring and training new staff. With all these overlaps, growing has become stagnant.

External Challenges

The external challenges facing Snyder Health Care Systems Inc. is build in the nature of the business. The organization is licensed through is sole primary customer, the department of human services through the county in which it is located. The county the sole contracted partner of Snyder Health Care Systems Inc. All of Snyder's customers come directly from referral for the county. Also, all third party potential consumers have to get clearance from the county in order to enter