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Essay / Research Paper Abstract
This 3 page paper considers the objectives that may be set by a hospital when developing the business process goals for a balanced scorecard. This paper looks at how the objectives can be measures and the targets that could be set. The bibliography cites 4 sources.
Page Count:
3 pages (~225 words per page)
File: TS14_TEBSC002.rtf
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Unformatted sample text from the term paper:
statement, these need to be backed up with objectives the internal processes should be ably to achieve. The objectives here will be the provision of premium customer care, the provision
of quality medical care and the provision of a state of the art facility. When looking at each of these they need to be measured in a meaningful way,
against a performance levels. Looking at each f these objectives individually these elements can be considered. Premium customer services needs to be measured by consulting those who are in
receipt of the service; the customers. Service gaps can emerge as a result of shortfalls against the expected service levels and impact on the view of the service (Kotler, 2003).
In order to Asses this the first stage is to determine who the customers are, often they are assumed to be the end users only, but in a historical setting,
there are other customer, such as doctors that may make referrals, as well as the internal medical and non-medical staff as these are internal customers. This will mean the
use of a questionnaire in the form of a survey, either on paper of administered in person in order to assess the quality of the customer service. The measures here
will be against the expected levels from past visitors as well as the levels compared to other similar facilities. The questionnaire will have a number of questions aimed at making
this comparison with a scale of 1 to 4 the scale will be based on statement where the respondent is asked to agree of disagree, 1 is disagree strongly 2
is disagree slightly, 3 is agree slightly and 4 is agree strongly. No middle number is given as this gives a neutral result (Denzin, 1978).The target for the customer service
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