WK6 Summative Assessment Supply Chain Management
.docx
keyboard_arrow_up
School
University of Phoenix *
*We aren’t endorsed by this school
Course
598
Subject
Business
Date
Feb 20, 2024
Type
docx
Pages
5
Uploaded by renettalynn
1
Summative Assessment: Supply Chain Management
Renetta Roland
University of Phoenix
MHA/598
Thom Sloan
11/13/2023
2
Supply Change Quest Diagnostics Call Center
United Healthcare Group is a healthcare and well-being company with two distinct and complementary businesses: Optum and UnitedHealthcare. The parent company oversees several smaller healthcare providers or partners, including WellMed, USMD, US Health, HealthMarkets,
and Quest Diagnostics. All these companies operate under the big umbrella of United Healthcare
Group and work together to care for 152 million people, sharing a vision of a value-based system
that provides compassionate and equitable care (
Our Businesses: Innovating, collaborating, discovering, 2023).
This paper focuses on the state of supply chain management and operations for the Quest Diagnostics call center. It demonstrates recommendations based on supply chain best practices to enhance its performance and opportunities for co-branding.
The call center's supply chain significantly impacts customer service, affecting the accuracy of information provided to patients for their next care step. Adverse reports on post-call
surveys can lead to a reduction in the call center's budget and fewer calls from patients, which could cause them to choose a competitor. United Healthcare Group purchased a new phone system called Five9 to prevent this. It helps reduce call abandon rates and keep company KPIs levels steady, ensuring a productive call center. This system is available for telecommuting, making it easy to keep the turnover rate down and open doors for IT to be available everywhere. With updated data and analytic capabilities, the company can make care more precise, effective, and equitable while eliminating noise from complicated systems, making it seamless for patients,
insurance, and providers to connect.
3
Branding and Opportunity.
United Healthcare’s Branding is easy to remember. There’s the Blue U on the left-hand side of the card, with Optum. It’s an orange card, which makes you think of an orange. The hard part of branding with these companies is when they partner up or buy out with smaller companies. This is where the rebranding opportunities become creative. The focal company is Quest Diagnostics, and the symbol is the Green Q with a half starburst on top of it. Before the call center was taken back, it was called Zotec. This company had little to no branding because another company outsourced it. Optum, known for RX coverage, bought it out and rebranded it with new technology, well-trained employees, and United Healthcare Group backing. They hired a new marketing manager, and he rebranded the company with his ideas and allowed them to either work from home or be in the office. Rebranding comes with a few challenges, and customers get a little confused. One of the challenges was billing, which was tough; under Zotec, it was one account number but several different bill numbers, so payments did not get posted on the correct bill, and payments got lost. During the transition from Zotec to Optum, the patient did online bill-pay, not realizing what was happening; payments were lost. The company had to do an extensive payment search and shut down the old address because Zotec was not transferring the money to Quest Diagnostics. The patient was affected. During the rebranding process, a year into the change, patients again started to trust the billing system. The company sent out letters advising the patients of our new billing system and offering more options to pay their bills.
The other challenge is inputting the correct insurance information into the system. Each region has different lab codes. Lab codes communicate to the system which insurance company can be used, and sometimes, there’s a lot to choose from. With this glitch, the wrong lab code
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Related Questions
Philibert Enterprises Inc is a manufacturing and distribution company that is engaged insupplying exotic Caribbean Food products of high quality for the European and NorthAmerican markets. The Product Quality and consistency of supplies of the product are twocritical success factors. Philibert Enterprises Inc. has been using its website as its principalpoint of contact for its customers It recently won a major contract to supply the Marks&Spencer chain in the UK, where persons of Caribbean origin are a significant group in thepopulation. This is in addition to the growing popularity of Caribbean Cuisineinternationally. High productivity levels are necessary to meet the product quality anddelivery time requirements. The Marketing Manager is expected to work closely with theHuman Resource Manager to develop a reward system that will enable greater reliabilitywith respect to response time and assure quality and compliance with HACCAP1requirements.
1. Outline the factors that…
arrow_forward
Philibert Enterprises Inc is a manufacturing and distribution company that is engaged insupplying exotic Caribbean Food products of high quality for the European and NorthAmerican markets. The Product Quality and consistency of supplies of the product are twocritical success factors. Philibert Enterprises Inc. has been using its website as its principalpoint of contact for its customers It recently won a major contract to supply the Marks&Spencer chain in the UK, where persons of Caribbean origin are a significant group in thepopulation. This is in addition to the growing popularity of Caribbean Cuisineinternationally. High productivity levels are necessary to meet the product quality anddelivery time requirements. The Marketing Manager is expected to work closely with theHuman Resource Manager to develop a reward system that will enable greater reliabilitywith respect to response time and assure quality and compliance with HACCAP1requirements.
1. how can the following criteria…
arrow_forward
Philibert Enterprises Inc is a manufacturing and distribution company that is engaged insupplying exotic Caribbean Food products of high quality for the European and NorthAmerican markets. The Product Quality and consistency of supplies of the product are twocritical success factors. Philibert Enterprises Inc. has been using its website as its principalpoint of contact for its customers It recently won a major contract to supply the Marks&Spencer chain in the UK, where persons of Caribbean origin are a significant group in thepopulation. This is in addition to the growing popularity of Caribbean Cuisineinternationally. High productivity levels are necessary to meet the product quality anddelivery time requirements. The Marketing Manager is expected to work closely with theHuman Resource Manager to develop a reward system that will enable greater reliabilitywith respect to response time and assure quality and compliance with HACCAP1requirements.
Note: 1HACCAP, Hazard Analysis…
arrow_forward
The ongoing COVID 19 pandemic has affected each and every one. These includes the supply chain of organizations as well. With reference to a company, explain in detail the concept supply chain and whether and how the pandemic has affected it. Justify your answer.
arrow_forward
Philibert Enterprises Inc is a manufacturing and distribution company that is engaged in supplying exotic Caribbean Food products of high quality for the European and North American markets. The Product Quality and consistency of supplies of the product are two critical success factors. Philibert Enterprises Inc. has been using its website as its principal point of contact for its customers It recently won a major contract to supply the Marks & Spencer chain in the UK, where persons of Caribbean origin are a significant group in the population. This is in addition to the growing popularity of Caribbean Cuisine internationally. High productivity levels are necessary to meet the product quality and delivery time requirements. The Marketing Manager is expected to work closely with the Human Resource Manager to develop a reward system that will enable greater reliability with respect to response time and assure quality and compliance with HACCAP1 requirements.
Outline the factors that…
arrow_forward
Philibert Enterprises Inc is a manufacturing and distribution company that is engaged in supplying exotic Caribbean Food products of high quality for the European and North American markets. The Product Quality and consistency of supplies of the product are two critical success factors. Philibert Enterprises Inc. has been using its website as its principal point of contact for its customers It recently won a major contract to supply the Marks& Spencer chain in the UK, where persons of Caribbean origin are a significant group in the population. This is in addition to the growing popularity of Caribbean Cuisine internationally. High productivity levels are necessary to meet the product quality and delivery time requirements. The Marketing Manager is expected to work closely with the Human Resource Manager to develop a reward system that will enable greater reliability with respect to response time and assure quality and compliance with HACCAP1 requirements.
What are the five…
arrow_forward
Philibert Enterprises Inc is a manufacturing and distribution company that is engaged in
supplying exotic Caribbean Food products of high quality for the European and North
American markets. The Product Quality and consistency of supplies of the product are two
critical success factors. Philibert Enterprises Inc. has been using its website as its principal
point of contact for its customers It recently won a major contract to supply the Marks&
Spencer chain in the UK, where persons of Caribbean origin are a significant group in the
population. This is in addition to the growing popularity of Caribbean Cuisine
internationally. High productivity levels are necessary to meet the product quality and
delivery time requirements. The Marketing Manager is expected to work closely with the
Human Resource Manager to develop a reward system that will enable greater reliability
with respect to response time and assure quality and compliance with HACCAP¹
requirements.
Outline the factors that…
arrow_forward
Philibert Enterprises Inc is a manufacturing and distribution company that is engaged in
supplying exotic Caribbean Food products of high quality for the European and North
American markets. The Product Quality and consistency of supplies of the product are two
critical success factors. Philibert Enterprises Inc. has been using its website as its principal
point of contact for its customers, It recently won a major contract to supply the Marks&
Spencer chain in the UK, where persons of Caribbean origin are a significant group in the
population. This is in addition to the growing popularity of Caribbean Cuisine
internationally. High productivity levels are necessary to meet the product quality and
delivery time requirements. The Marketing Manager is expected to work closely with the
Human Resource Manager to develop a reward system that will enable greater reliability
with respect to response time and assure quality and compliance with HACCAP
equirements.
tline the factors that…
arrow_forward
Discuss any 4 types of unethical behaviour which purchasing managers at Pick N Pay may engage in when sourcing grocery items, using examples related to Pick N Pay.
arrow_forward
Please explain how the Walmart and P&G supply chain management system works.
arrow_forward
After reading Ivey Publishing's article "University of Chicago medicine: Transformation and sustainment of the supply chain and adapting to covid-19, What challenges did the outbreak of the COVID-19 pandemic present to the UCM supply chain? How was it able to meet those challenges?
arrow_forward
explain Managing and Enabling Future Supply Chain Management?
arrow_forward
Sustainable supply chain management (SSCM) has gained prominence as a strategic approach for organizations to address environmental and social challenges while enhancing operational efficiency and competitiveness. This paper explores the principles, practices, and benefits of SSCM, emphasizing the integration of environmental stewardship, social responsibility, and economic viability throughout the supply chain. Drawing on theoretical frameworks and empirical evidence, the paper examines various strategies for implementing SSCM, Including supplier collaboration, green procurement, and circular economy initiatives. Furthermore, it explores the role of technology, innovation, and stakeholder engagement in driving sustainability across supply chain operations. By analyzing best practices and emerging trends, this paper provides insights into how organizations can effectively manage their supply chains to achieve long-term environmental and social sustainability goals while delivering…
arrow_forward
To formalize its dedication to sustainability in inventory sourcing, Gap monitors its inventory suppliers based on its own Code of Vendor Conduct (COVC), which uses a color-coded system to rate the quality of suppliers’ sustainability. What percentage of The Gap’s supplier facilities were rated as red in 2016? In 2019? Gap attempts to identify and resolve COVC issues of its suppliers. Issues include factors such as workers’ well-being, human rights violations, and negative environmental impact. If these issues cannot be resolved, Gap will create an exit plan to no longer use the supplier. How many open COVC issues did Gap have at the start of its fiscal year on February 1, 2019? Which country had the most open COVC issues?
arrow_forward
describe how three strategic decisions which the supply chain network depends on will be amended to take into account the negative impacts of covid19 pandemic
arrow_forward
5
arrow_forward
SEE MORE QUESTIONS
Recommended textbooks for you
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning
Related Questions
- Philibert Enterprises Inc is a manufacturing and distribution company that is engaged insupplying exotic Caribbean Food products of high quality for the European and NorthAmerican markets. The Product Quality and consistency of supplies of the product are twocritical success factors. Philibert Enterprises Inc. has been using its website as its principalpoint of contact for its customers It recently won a major contract to supply the Marks&Spencer chain in the UK, where persons of Caribbean origin are a significant group in thepopulation. This is in addition to the growing popularity of Caribbean Cuisineinternationally. High productivity levels are necessary to meet the product quality anddelivery time requirements. The Marketing Manager is expected to work closely with theHuman Resource Manager to develop a reward system that will enable greater reliabilitywith respect to response time and assure quality and compliance with HACCAP1requirements. 1. Outline the factors that…arrow_forwardPhilibert Enterprises Inc is a manufacturing and distribution company that is engaged insupplying exotic Caribbean Food products of high quality for the European and NorthAmerican markets. The Product Quality and consistency of supplies of the product are twocritical success factors. Philibert Enterprises Inc. has been using its website as its principalpoint of contact for its customers It recently won a major contract to supply the Marks&Spencer chain in the UK, where persons of Caribbean origin are a significant group in thepopulation. This is in addition to the growing popularity of Caribbean Cuisineinternationally. High productivity levels are necessary to meet the product quality anddelivery time requirements. The Marketing Manager is expected to work closely with theHuman Resource Manager to develop a reward system that will enable greater reliabilitywith respect to response time and assure quality and compliance with HACCAP1requirements. 1. how can the following criteria…arrow_forwardPhilibert Enterprises Inc is a manufacturing and distribution company that is engaged insupplying exotic Caribbean Food products of high quality for the European and NorthAmerican markets. The Product Quality and consistency of supplies of the product are twocritical success factors. Philibert Enterprises Inc. has been using its website as its principalpoint of contact for its customers It recently won a major contract to supply the Marks&Spencer chain in the UK, where persons of Caribbean origin are a significant group in thepopulation. This is in addition to the growing popularity of Caribbean Cuisineinternationally. High productivity levels are necessary to meet the product quality anddelivery time requirements. The Marketing Manager is expected to work closely with theHuman Resource Manager to develop a reward system that will enable greater reliabilitywith respect to response time and assure quality and compliance with HACCAP1requirements. Note: 1HACCAP, Hazard Analysis…arrow_forward
- The ongoing COVID 19 pandemic has affected each and every one. These includes the supply chain of organizations as well. With reference to a company, explain in detail the concept supply chain and whether and how the pandemic has affected it. Justify your answer.arrow_forwardPhilibert Enterprises Inc is a manufacturing and distribution company that is engaged in supplying exotic Caribbean Food products of high quality for the European and North American markets. The Product Quality and consistency of supplies of the product are two critical success factors. Philibert Enterprises Inc. has been using its website as its principal point of contact for its customers It recently won a major contract to supply the Marks & Spencer chain in the UK, where persons of Caribbean origin are a significant group in the population. This is in addition to the growing popularity of Caribbean Cuisine internationally. High productivity levels are necessary to meet the product quality and delivery time requirements. The Marketing Manager is expected to work closely with the Human Resource Manager to develop a reward system that will enable greater reliability with respect to response time and assure quality and compliance with HACCAP1 requirements. Outline the factors that…arrow_forwardPhilibert Enterprises Inc is a manufacturing and distribution company that is engaged in supplying exotic Caribbean Food products of high quality for the European and North American markets. The Product Quality and consistency of supplies of the product are two critical success factors. Philibert Enterprises Inc. has been using its website as its principal point of contact for its customers It recently won a major contract to supply the Marks& Spencer chain in the UK, where persons of Caribbean origin are a significant group in the population. This is in addition to the growing popularity of Caribbean Cuisine internationally. High productivity levels are necessary to meet the product quality and delivery time requirements. The Marketing Manager is expected to work closely with the Human Resource Manager to develop a reward system that will enable greater reliability with respect to response time and assure quality and compliance with HACCAP1 requirements. What are the five…arrow_forward
- Philibert Enterprises Inc is a manufacturing and distribution company that is engaged in supplying exotic Caribbean Food products of high quality for the European and North American markets. The Product Quality and consistency of supplies of the product are two critical success factors. Philibert Enterprises Inc. has been using its website as its principal point of contact for its customers It recently won a major contract to supply the Marks& Spencer chain in the UK, where persons of Caribbean origin are a significant group in the population. This is in addition to the growing popularity of Caribbean Cuisine internationally. High productivity levels are necessary to meet the product quality and delivery time requirements. The Marketing Manager is expected to work closely with the Human Resource Manager to develop a reward system that will enable greater reliability with respect to response time and assure quality and compliance with HACCAP¹ requirements. Outline the factors that…arrow_forwardPhilibert Enterprises Inc is a manufacturing and distribution company that is engaged in supplying exotic Caribbean Food products of high quality for the European and North American markets. The Product Quality and consistency of supplies of the product are two critical success factors. Philibert Enterprises Inc. has been using its website as its principal point of contact for its customers, It recently won a major contract to supply the Marks& Spencer chain in the UK, where persons of Caribbean origin are a significant group in the population. This is in addition to the growing popularity of Caribbean Cuisine internationally. High productivity levels are necessary to meet the product quality and delivery time requirements. The Marketing Manager is expected to work closely with the Human Resource Manager to develop a reward system that will enable greater reliability with respect to response time and assure quality and compliance with HACCAP equirements. tline the factors that…arrow_forwardDiscuss any 4 types of unethical behaviour which purchasing managers at Pick N Pay may engage in when sourcing grocery items, using examples related to Pick N Pay.arrow_forward
- Please explain how the Walmart and P&G supply chain management system works.arrow_forwardAfter reading Ivey Publishing's article "University of Chicago medicine: Transformation and sustainment of the supply chain and adapting to covid-19, What challenges did the outbreak of the COVID-19 pandemic present to the UCM supply chain? How was it able to meet those challenges?arrow_forwardexplain Managing and Enabling Future Supply Chain Management?arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
- Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage Learning
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning