contracts and reinforced through government regulation…stakeholders
desires frequently conflict and can easily become adversarial, as in the
traditional relationship between unions and management. Successful HCOs
strive to minimize adversarial relationships by building a record of
responsiveness and truth telling, making a diligent effort to find and
understand relevant facts, maintaining respect and decorum in the debate,
and searching diligently for solutions.
Describe the transformational culture of the HCO as outlined in the text. Identify the key
elements of the process
. To sustain the culture, managers must be skilled at the process. Training,
mentoring, and counseling create a culture where the following goals are universally understood and
accepted and almost universally met. 1. Every position is entitled to an honest hearing. 2. The best
answer is driven by two fundamental statements (a) mission achievement is the basic criterion. (b) Fact
and science guide our evaluation of each decision. 3. Each decision is subject to test as it is
implemented. The strategy is to measure the emerging reality, catch OFIs quickly, and correct them.
Any process can be improved. 4. This decision process, while not perfect, meets every stakeholders
needs better than any alternative process does.
The key elements of this process are to help the conflicting parties fully understand all aspects of their
positions, including the causes, implications, and alternative solutions. 2. Explore carefully for areas of
agreement, and build solutions upon these. 3. Conduct the negotiations openly and show respect for all
participants and a clear commitment to the fundamentals of mission achievement and scientific
Define the term knowledge management as used in the text. How is this process utilized in the HCO
operation? Provide examples with answer.
Knowledge management has become a core logistic support
activity, providing the communication essential for care; defining, acquiring and maintaining performance
measures; and supporting learning activities. KM protects data and the systems themselves and
continuously improves its services. The communication level of KM maintains the ongoing activities of
patient care, clinical support, and logistic and strategic support.
“Many thousands of individual communications…patient admission, a supplies order, an invoice, a paycheck,