Improvement- In general, there must be a systematic way to measure and evaluate organizational performance and the quality of care. Tools such as the balanced scorecard and continuous improvement techniques help identify what patient care dimensions should be measured and where resources should be focused. Staff have received some training, but not all. Provide a long-term strategy for training 100% by end of the quarter and appoint a primary and alternate point of contact to train on the customer database systems. Appoint liaisons for training online for customers for those that will be interfacing directly with customer support tools online. 2. Workforce Internal Sharepoint Content Strengths- Provides the ability to collaborate on documents and other data, but it easily integrated with Microsoft Office, Outlook, and quickly and easily customized for this medical organizations from different service branches. Technical training for using Sharepoint and similar intranet collaboration tools are easy to attain and widely distributed for Weakness- There is concern whether the privacy rights of individual is protected at all times, and if the workforce is adhering to the data security protocols. Also, the reliability and validity of the content process must be appropriate to the business related functions and must work in conjunction with other business processes. Improvement- - TeleConsult determined the medical community needs a governance process with assigned data custodians to ensure data uploaded and stored on Sharepoint is protected against exposure to sensitive patient health information (PHI) and workforce PII.
TELECONSULT AND ITS CONTENT MANAGEMENT STRATEGY 19 3. Asset Management Tracking Database- Strengths- The asset management of medical supplies are largely automated with the application of RFID based inventory that tracks and maintains the status of all medical supplies. Having an automated system helps keep track of medical supply re-order and expiration dates. Weakness- The expiration policy is not well formulated on how to handle disposition of supplies once out of inventory, so there are expired medical supplies still in the database. Improvement - TeleConsult observed desperate data negatively affecting organizational business processes with regards to data retention and how to label and dispose of expired equipment. There is an opportunity for organization-wide training and policy enforcement from the leadership. Also appointing data stewards and information officers that can provide content management feedback for the data infrastructure architecture. Having data stewards and custodian involved in the governance helps identify standards upfront particularly in the acquisition lifecycle to facilitate data interoperability. Content Management Tools Improvement Content management provides procedures for identifying content in newly created knowledge. It also facilitates collaboration by broadening file availability. This makes it easier to share knowledge files. The issue with the customer relationship management process the lack of organizational process on personnel tasks and the content management. The organization needs
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