Alliance Home Care

Introduction

Alliance Home Care is a private profit-oriented care center operating in New York City, Long Island, and the surrounding counties. The facility provides care to children, the aging population, and patients in neeed of specialized care after undergoing surgery. The organization aims at meeting the healthcare needs of all its clients through the provision of assistance. In achieving this fete, Alliance Home Care offers companion care, home care, and personal care services to children, the elderly, and post-surgery patients (Alliance Homecare, 2018). Therefore, the facility targets parents with young children or dependents. It also targets adults in need of senior care, personal care, and companionship.Various concepts in organizational management can be applied to understand how Alliance Home Care operates. Such include value-creation processes, operations and supply chain strategy, customization, project life cycle, balanced scorecard, strategy map, value map, and the six sigma concept. These concepts are discussed in detail later in this paper.

The mission of Alliance Home Care

Provision of care and health demands for children and the elderly is quite difficult for most people in the United States. Therefore, most family caregivers seek assistance from healthcare facilities that provide home care and other services, which has significantly increased the demand for such facilities. According to Kenagy (2020), to address the complex nature of providing quality home care services, various stakeholders must join forces to develop health programs that benefit clients. Alliance Home Care was founded to improve people's quality of life by providing home care to families. The mission of the center is to provide care and health needs for the elderly, children, and people who have undergone surgery. Particularly, the agency mission is to offers a concierge home care program that entails comprehensive suite services such as home health counseling, home health aide care, private duty registered nursing care, geriatric care management, companions, nutritional counseling, physical therapy, and other needed services.

Customers of Alliance Home Care

According to Li and Liu (2013), Alliance Home Care’s market target include parents with children in need of specialized healthcare, and dependants and adults who require senior care, companionship, and personal care. The organization also targets patients who have had surgery and require special care and administration of prescribed medicine. Alliance Home Care provides high-quality services for the surgery recovery patients, children, and the elderly with an understanding that clients expect expert assistance in managing the health conditions of their beloved when they are busy with other duties and responsibilities. In terms of geographical market, LHCSA offers its services to residents of New York City, Long Island, and the surrounding counties (Alliance Homecare, 2019).

My role and value addition to the organization

I work as a home care administrator at LHCSA. My roles include programs organization to ensure that each client is enrolled to services that best suit their needs. I am in charge of assessing clients’ needs and assigning specialized nursed to each case based on the needs. I assist the agency achieve its mission by conducting frequent evaluations on customer progress in order to effect changes for improvement as may be needed. As the administrator, I have affected a plan that entails offering convenient, specialized, and premium services at a lower cost ensuring that no client is denies service due to lack of finances. This strategy has helped differentiate the Agency from others, giving it a competitive advantage. Aware that the facility is a profit-making agency, I add value to LHCSA through cost effective administration, where I also perform the roles of billing and processing insurance covers.

The Role of Christianity at Alliance Home Care

The Alliance Care Home is grounded on Christian values such as kindness, love, care, impartiality, and respect. The Bible instructs that us to love one another just like Christ loved us. This is the biggest commandment that Jesus left for His followers. Inn caring for patients, the elderly and children, the facility demonstrates love. The Bible tells us that we are equal in Gods eyes having been created in His own likeness, and as such no human is greater than another. Folling this instruction, LHCSA provides its services to its clients without discrimination. The organization recognizes that all clients are equally important. Irrespective of gender, religion, social class, or any other basis of prejudice, the agency cares all clients with love, kindness, and respect.

Chapter Integration

Value-creation processes

Value creation occurs when an organization utilizes its resources to generate something valuable that can be traded to the customers. In return the organization obtains profit for the valuable object created, and the clients get to satisfy their need, or wants by paying for the object. Value is created using a corporation’s business model, which entails using capital to obtain inputs that are transformed into valuable outputs through various business activities and interactions. Value creation process is an integral component of customer relation management, which provides practical guidelines for enhancing consumer value, and thus shareholder value. The process converts customer and business plans into very precise statements of the value to be delivered to customers, and subsequently, the value to be derived by the organization. The process of value creation comprises of three major elements: assessment of the value that the organization deliver to customers (customer value); evaluation of the value the organization receives from clients (business value); and management of the exchange for optimal life value. Most companies are more interested in the organization value in terms of selling more products and services, cross-selling new products and services, and extracting more money from customers. While the majority of profit-making organizations overemphasize on the organization value, it is imperative that companies also consider customer benefits to enhance sustainability of the exchange. Companies will need to factor customer value in terms of creating and delivering value to consumers, creating a relevant, attractive and favorable customer preposition, and ensuring a consistent positive customer experience.

Alliance Home Care benefits from creation of value for its customers. For the facility, customer value is considered the total bundle of benefits that clients derive from the core service from the home care including the added value of services and support that enhance the basic service. The added benefits that LHCSA offers its clients include entertainment, quality of food, quality of equipment, the environment, security of the facility among others. With regard to the basic core services, the agency has set itself apart from its competitors by providing premium services at a relatively lower, and affordable price. Alliance Home Care is known for providing high-quality services at a low cost in the comfort of the client's home (Möckli et al., 2021). No one is denied health care because of a lack of funds, making the organization gain loyal clients. Alliance Home Care also assists clients in creating a budget-friendly home care plan. Besides, through the nurses who are trained in different specialties, the facility provides convenient and specialized care for customers who need such services at no extra costs.Due to these favorable services, the organization has been able to offer a great proposition and value to customers.

Through creating value for the customers, Alliance Home Care gets organization value. Being a for profit organization, the value that LHCSA obtains from its customer is the greatest and most consequential value. This value is the outcome of offering superior and quality health and personal care, nutrition counselling, therapy among other services provided at the center. The quality, convenience, and effectiveness of the services increases the customers’ willingness to pay for the services. As a result, the organization value is enhanced through creation of a wide base of loyal customers, preference by new clients, and increased profits. To enhance the benefits that the organization derived from clients, the management of LHCSA need to invest in strategies to acquire more customers while retaining the current ones. Also, the organization will also need to upscale its promotion strategies and invest in building customer advocacy.

A proper understanding of value creation is important in development of service programs that ensure extraction and delivery of value. Though created to make profits, the agency should desist from the insufficient value creation process that focuses more on value derived from customers than valued delivered to them as the process can seriously diminish the customer base. This would result in reduced profits due to diminished customers. Consequently, LHSA should find a balanced value exchange to allow both parties to enjoy return on investment and a sustainable customer- service provider relationship. The Bible requires sellers of good and services not to exploit customers, but exchange goods and services worth the value given by the customers. Also, the Bible says that we should give to Caesar what belongs to him, and to God what is God’s (Mark 12:17). Similarly, customers should receive whatever goods, or services they have paid for, and in return give the appropriate payment. These accounts are in support for a balanced value exchange where the buyer and seller exist in mutual benefits.

Operations and supply chain strategy

Operations and supply chain strategy describes a set of plans and policies incorporated within a corporate strategy for optimal utilization of resources (Lanzarone,et al., 2012). An effective strategy ensures that strategic priorities are implemented at minimal cost. Due to the huge population of the aging population and increased need for children and surgery patients’ care, the health and social care economy in the United States is expanding rapidly. This situation places a critical strain need for management efficacies, transparency in information dissemination, critical needs prioritization, and better control procedures to ensure efficiency in delivery of the social and health care to clients (Himmelstein, et al., 2020). To this end, a proper operations and supply chain management plan is necessary in shaping the service sector, particularly provision of care. The concept of operations and supply chain management is well understood in the manufacturing sector, where goods are tangible. However, over the last two decades, the idea is gaining momentum in the service provision sector (Lanzarone,et al., 2012).

Currently, Alliance Home Care accords limited attention to formal processes of its supply chain management. The agency needs to instantly re-look its operations and supply chain approach to improve advancement of theory and practice. A proper operations and supply chain management is needed to track and control transparent utilization of resources in the wide range of activities that occur in the facility in the process of meeting the needs of clients. An appropriate supply chain management will benefit the facility by ensuring effective and efficient fulfilment of clients care needs at reduced operational expenses, and without wastage of resources. Such a strategy will also enhance accountability in resource utility in various activities including purchasing, transportation, food services, inventory management, receiving and delivering of products and services, telemedicine, and management information systems (Weissert, 2017). In addition, adoption of an efficient operations management will help the agency address the problem of bed-blocking. The management of LHCSA will have timely information on the clients whose conditions have improved and need to be discharged from the facility, and a list of waiting clients, who need admission into the facility. Moreover, a proper operations management approach has potential to significantly reduce the amount spent on social and health care as the aim of the agency will be to realize positive outcomes for each client within the least time possible, discharge, and admit more clients.

The concept of operations and supply chain management is in line with Biblical teachings against misappropriation and waste of resources. Besides the Bible teaches that God is orderly. For instance, in the miracle where Jesus fed five thousand people with five loaves and two fishes ( Matthew 14:13-21) , supply chain is demonstrated as disciples were ordered to distribute the food to people. This ensured order in the process of distribution as Jesus knew there would be chaos if everyone was to fetch for themselves. After distribution, and when everybody was satisfied, Jesus ordered collection of the remains, for use elsewhere. This miracle teaches order in resources allocation and distribution, and optimal utilization of resources, without wastage. In another instance, Jesus appointed disciples to be in charge of distributing food and other utilities to widows. This act demonstrates the need for order and assignment of tasks in supply chain management to ensure accountability. Also, widows were priorities as they had no one to depend on, if not the help from community. Similarly, in LHCSA should identify the urgent needs, and prioritize then in resource allocation. As the Bible teaches, the agency should adopt an operations and supply chain approach where tasks are assigned to specific people for accountability, and resources used optimally.

Customization

Customization refers to the process of altering a service of product to suit the preference of a customer (Anshari & Almunawar, 2019). Customers find value in a product custom-made specially to meet their needs. When looking for service, or product providers, most customer consider the possibility of obtaining services, or products that can be customized to fit their preference. In implication, customization heightens customer loyalty thus, revenue and margins from more sales as the clients are likely to recommend the provider to friends and relatives. Customization is an integral feature in business, and it creates a unique source of competitive advantage over rivals. 

Aware that clients are not all clones, LHSCA has embrace the concept of customization in service delivery, which sets the agency apart from its competitors. The facility engages professional caregivers with extensive training and experience in a variety of services including home health care, nursing, therapy (speech and occupational), non-medical care, and end-of-life care. As such, the agency is able to customize services to meet the desired schedule and needs of each client. For instance, patients recovering from injury, surgery, or chronic illness are accorded intensive medical care based on needs ( Alliance Homecare, 2019) . Patients in need of therapy are provided with the services, and complementary aid to make the therapy more effective. For example, people in need of speech therapy are provided with books of preferred genres to aid them in the process. The agency goes beyond providing core services to offering additional customized support in daily activities. Case in point, patients, or elderly people may receive assistance in bathing, toilet use, dressing, and feeding depending on needs. For people feeling lonely, the staff offers companionship to help those in need socialize and prevent isolation and loneliness. 

Service customization benefit the agency in several ways. First, the number of referrals to the facility has increased owing to word-of mouth recommendation. Second, the facility continues to enjoy increased profits due to the high number of enrolments into the facility for diverse services. Another benefit is that LHSCA has managed to create customer loyalty attributable to customer satisfaction with the services offered, and the outcomes. These features have differentiated the facility from competitors making it thrive in the highly competitive sector. Since clients’ needs keep changing, the agency should remain alert for any service customization opportunities, and exploit them. The concept of customization related with the Biblical acts and miracles of Jesus Christ. He performed different miracles based on people’s needs. Where there was sickness, He healed; where there was food shortage, He replenished like in the wedding at Canna, and the feeding of the five thousand; where there were deaths and people were mourning, He raised the death like in the cases of Lazarus, Jairus daughter, and the son of the widow of Nain.

Project life cycle

Successful achievement of a business project is not a relaxed venture. It is a lengthy process involving a series of duties to fulfil stakeholders’ requirements ( Orgut et al., 20200) . The type of project notwithstanding, it is essential that organization managers acquire comprehensive knowledge of project phases, and management of life cycle. This knowledge helps in organization of projects, and ensuring that only viable projects are executed. Project life cycle describes a framework of viewing projects in their entirety and determination of actions needed to complete the project. The framework helps in momentum picking, maintaining focus, and establishment of stages towards successful project completion. Other the past few decades, the concept of project life cycle had gained popularity owing to the positive results that it generates in terms of costs and quality control.

Project life cycle comprises of five stages including initiation, planning, execution, monitoring and evaluation, and completion. The initiation stage encompasses brainstorming to identify the problem and possible solutions, define scope of the project intended to solve the problem, identification of stakeholders, and statement of work. Planning involves defining project timelines, the activities to be undertaken, anticipation of constraints, creating workflow diagrams, budget estimation, resources mobilization, and anticipating risks. On the other hand, the execution phase entails task organization, team briefing on tasks assignment, budget management, constant communication with team, and monitoring of work quality. Monitoring is a continuous process throughout the project to ensure feasibility in terms of minimal costs, high quality, and reduced risks. This phase assesses the execution stage against the plan to establish areas for improvement, where more resources are needed, and how deliver the expected results timely.

As an organization, LHSCA is in the execution phase as various activities are still being undertaken. However, there are various projects within the agency, which are in different stages. The knowledge of project life cycle is of benefit to the facility as it provides a structure for service-related project delivery. Project life cycle defines activities and outputs of various service delivery programs and the assigned personnel (Alliance Homecare, 2018). Knowledge of the cycle provided the staff with a common roadmap to follow. In addition, the cycle benefits the agency by enabling tracking of service delivery programs within the organizations, and progressive evolution of the programs. Besides, project life cycle enhances communication among the staff creating an understanding of responsibilities and assignments in each phase of the various service delivery programs. The concept of project life cycle symbolically matches the Biblical allusion that there is time and season for everything under the sun ( Ecclesiastes 3:1-8) . Just like different activities in different stages of project life are allocated different timelines, so are activities on earth. For instance, there is time to be born, time to die, time to plant, and time to harvest. Life on earth in these cases compares to project life, and the activities on earth compare to activities in various stages of a project.

Balance scorecard

A balanced scorecard is a performance metric use by organizations to measure their past performances, and provide feedback for better decisions and improvement of future performance. The metric helps corporations to identify internal operations that need improvement to enhance external outcomes. The performance is measured based on four business aspects: financial data; business processes; customer perspective; and learning and growth ( Hasan & Chyi, 2017 ). These aspects carry the organization’s strategy and vision. Thus, data collected from the four aspects is analyzed by the executive and the results acted on. Balanced scorecards enable corporations to assess their intellectual and financial capital to indicate failures and successes of the internal process. The metric allows compilation of data from previous performances into one report. This enables the management to identifies inefficiencies, formulate improvement plans, and share priorities with the stakeholders.

Alliance Home Care uses the balanced scorecards to evaluate delivery of social and health care services as an approach for continuous service quality improvement (Mutingi & Mbohwa, 2013). Basically, the agency uses two approaches to achieve performance evaluation through the metric. With the first approach, the agency uses an internally developed survey to gauge its performance in service delivery. The survey encompasses ratings by recent clients using metrics such as patient outcomes, interactions with clients, and general satisfaction of customers with the services offered. The survey also contains a section for suggestion from clients for improvement of service delivery. The second approach is where the agency hires an external firm to conduct an evaluation of performance based on the four aspects of financial data, business processes, customer perspective, and learning and growth.

Information from the evaluations is useful for the facility management as it helps in identification of issues that clients have with services offers as well as the services providers. Case in point, the information can inform retraining of staff. Besides tracking service and quality performance, the metric helps the facility track financial performance, reduce inefficiencies, and save time and money by converging strategic information in a single report (Mutingi & Mbohwa, 2013). The concept of balanced scorecards is symbolic to the gift of the holy spirit and the holy scriptures. The spirit and scriptures help Christians build their faith, which is the ultimate goal of all Christians. Similarly, the balanced scorecards metric help organizations realize their mission in terms of financial success.

Strategy map

A strategy map is a simplified graphical representation of the rational cause and effect relationship amid an organization’s strategic objectives. The map is one of the most essential features when using balanced scorecards method to appraise performance and identify areas for future improvement ( Gigauri, 2019) . The graphical representation is a quick communication of how an organization creates value. A strategy map is organized to represent business strategic objectives based on the four key aspects analysed in a balanced scorecard. The causal relationship is the central concept behind the map. By pursuing the arrow’s path, one can establish the effect of the objectives in the lower outlook on the success of those in the higher perspective.

The Alliance Home Care Agency uses strategy maps derived from the internal and external balanced scorecards. The maps help the agency improve its communication strategy given that most individuals are visual learners, and employees will relate better with a graphical representation relative to written reports and narrations. For instance, by following the arrow direction in the facility’s strategy map, one can easily establish that improved and specialized skills from the facility’s capacity perspective, helps enhance health and social care customization, and the quality of service. The two, in turn, in turn enhance customer satisfaction and loyalty, which ultimately result in increased profits (Alliance Homecare, 2019) . 

In addition, use of strategy maps benefits the facility as staff can agree on the common goal they are all trying to achieve in easy to comprehend terms. With the graphical representation, each team member can see their contribution to accomplishment of organisation’s objectives. The concept of strategic maps can be related to the use of parables in the Bible. In several instances, Jesus used parables to teach complex and hidden lessons in an easy-to-understand manner. Similarly, strategic graphs easily communicate to organization stakeholders regarding its performance, and interconnection between strategic objectives. The commonality in the two is use of simpler models to explain the would be, complex information to synthesize.

Value map

Mapping of customer needs, wants, and uncertainties in attempt to figure out how a product or service meets them is arguably the most essential part in building a business strategy. A value map is a visual instrument that allows planning of the problems that a particular service, or good will address ensuring that the product matches customer expectations. The map is a two-dimensional grid displaying weighted scores of product value on the x-axis, and prices of the product on the y-axis ( Gigauri, 2019). An ideal value map plots a point for each product and bubble sizes for the market share of each of the plotted product. The graph is a vital tool for trailing customer perception of products. Customers always look for goods and service that give the best value for money. The value map shows price versus product value choice that customers consider when evaluating products among different competing providers. With properly developed value map, managers can explicitly see how competitive their offers are. Also, the map clearly indicates how customers perceive the service, or product in a world where competitors are continuously changing products, features, and prices.

Despite being a profit-making facility, Alliance Home Care Agency uses a customer-centric value mapping approach. This strategy bases the value scores on consumer benefits instead of performance. Through prioritizing customer benefits, the agency realizes more profits owing to increased referrals from satisfied clients and a rich base of loyalty ( Alliance Homecare, 2019) . The agency benefits in various way from value mapping. First, the mapping helps the agency management to understand the services most valued by clients and why. This knowledge is important in designing improvement processes to find and retain customers. Secondly, value mapping enables LHSCA management to better understand the market position of their services. The value maps provide a framework for evaluation of the entire social and health care portfolio without intensive investment on an in-depth market analysis. Third, value mapping eases monitoring of market changes since once created, the value maps only require updating to display how care provision position is changing in the market. Consequently, the maps provide a framework for the management to gain insights into the changes in the competitive landscape, and plan their performance improvement strategies. Just like strategy maps explain balanced scorecards, the value maps explain the value creation process. As such, the idea of value mapping also relates to the uses on parables in the Bible to expound difficult life topics. 

Six Sigma

Six Sigma refers to a management instrument, whose focus is to eliminate defects and reduce variations to the barest minimum ( Antony et al., 2018) . Reduction of variation in products, services, or processes result in consistency, which in turn, enhances quality. This management tool relies on statistical analysis to improve quality and efficient, rather than guessed estimations. Six Sigma is embedded on the concept that what follows after timely identification of defects is elimination, ultimately resulting in perfection. Consequently, quality of the process, product, or service is achieved. Due to technological advancement, information spreads very rapidly, and people get to know about significant occurrences in a matter of minutes. Thus, it is imperative for corporations to uphold their repute, particularly that of high quality offers as a slight deviation has great potential of ruining a business’s reputation in the world. It is under such circumstances that Sis Sigma helps to ensure continuous reduction of deviation and defects to guarantee high quality all the time.

Six Sigma is operationalized following five steps: definition of the problem; measurement of the initial performance; analysis of potential cause for failure; improvement; and control (DMAIC) (Chippendale & Gentile, 2021 ) . The DMAIC concept is based on the ideology that organizations can solve even the seemingly unsolvable problems by following the Six Sigma steps. LHSCA uses Six Sigma to improve internal processes and enhance provision of social and health care by eliminating defects. The tool is applied in the individual processes involved in provision of diverse care services to ensure quality in each service. At the agency, the defects are anything that may cause the clients dissatisfaction including long waiting time, inappropriate treatment by staff, high service cost among others (Alliance Homecare, 2018) . The tool helps the agency improve the quality of care thus, boosting customer satisfaction and loyalty. Six Sigma offers the agency an organized methodology for identifying and solving inefficiencies in care provision. When need be, the tool ensures actions like intensive retraining of staff is conducted to enhance quality, productivity, and eventually increase profitability. Six Sigma benefits LHSCA by streamlining all processes and making them less costly paving way for improved care provision. The concept of Six Sigma can be compared to Christian life. Christians search their souls to identify their defects. Upon realizing where they have errored, they repent and seeking forgiveness with intent of achieving perfection in God’s presence. Similarly, the ideology of the Six Sigma is to seek perfection through detection of defects and finding their solutions.

Conclusion

Alliance Home Care Agency is a care center that provides care to children, patients who have undergone surgery, and elderly people. The organization aims at meeting the healthcare needs of all its clients through the provision of assistance. Various concepts in organizational management can be applied to understand how Alliance Home Care operates. One such concept is value creation, whereby the organization offer a great proposition and value to customers by providing premium services at a relatively lower price. In terms of customization, Alliance Home Care engages caregivers with specialized training to be able to customize services to client’s diverse needs. Other concepts applicable to Alliance Healthcare include six sigma, project life cycle, balanced scorecards, strategy, and value maps. However, the agency needs to invest in a proper operations and supply chain management to track and control transparent utilization of resources, and ensure effective and efficient fulfilment of clients care needs at reduced operational expenses, without wastage of resources.

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