The issue of handling the many calls coming from customers within the contact centre of the hospital can only be effectively handled through the use of team work among the existing staff members. It is important to note that team work is able to make work easier and eliminates the need for new additional employees in the case of huge workloads. Therefore, the available $20,000 money will be used in building strong teamwork frameworks that will be used to ensure the issue of many calls is managed effectively using the available workforce. One area of expenditure will be team-learning to ensure workers have the necessary skills needed to operate in the teams.
Team learning is among the five disciplines enumerated and explained by Peter Senge as important for organizational knowledge creation. The other laws include shared vision, mental models, personal mastery and system thinking. Team learning entails two elements. Notably, effective teamwork makes it possible to achieve good results collectively, which may not have been attained at individual level (Koeslag-Kreunen et al., 2018). The law states that individuals are able to learn more and fast when they do it in a team as opposed to lonely education (Senge, 1991). There is a requirement for team learning to take place, which is the willingness of individuals to learn from their colleagues.
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There are also components of team learning that have to be considered. Discussions offer the best means for carrying out team learning. Team members are supposed to engage in discussions and dialogue for them to share knowledge and insights. In this case, each member of the team presents a view and tries to defend it using logical premises. Others are able to learn from the reasoning of the member as he or she learns from the too. There must be a conversation among the team members for any meaningful learning to take place.
Understandably, the aviation industry has proved the significance of multi-disciplinary approach to work in terms making it easier and achieving efficiency. From the article “ The Birth of Commercial Aviation” (2014) , it is evident that the start of Contract Air Mail Routes occasioned the importance of a multi-disciplinary approach to the administration of aviation systems. Therefore, appropriate systems and structures were developed to enable communication between pilots and other professionals, for example, the weather meteorologists. It is important to note that weather challenges were realized as major impediments to the smooth flight of planes when the CAM routes were established. Therefore, the modern structures and systems put in place to handle such challenges would not have been invented if CAM routes were not established.
It is worth noting that I have had personal experience of team learning in my organization. The organization arranges for team-based projects to create opportunities for members to learn from each other. During the implementation of work projects done in group, I have had the chance of learning problem management skills, leadership models and conflict resolution approaches from the other colleagues as they put them into practical use. I have been able to learn from this law that Senge was factual in stating that no much can be learnt at individual level. I have realized there is much to learn when in a team of people.
Moreover, the money will also be used in the motivation of the employees so that they can offer good services to the patients who make the calls. Employees are naturally motivated to perform well when there is a reward at the end for them. This particular plan will enable employee motivation because it offers rewards for the work that is sensitive ( Bakker et al., 2015) . This will ensure that employees avoid errors and work for accuracy and high productivity. This motivation will ensure that the business gains a high level of efficiency and effectiveness in work.
Carrying out random checks will enable the business management to establish whether the workers do satisfy the needed job performance behaviors. In this process, quality standards on the right job performance behaviors should be used. It implies that telephone calls and records may be monitored and reviewed. Importantly, since the staff members are ever aware of these random checks, they will strive to show good job performance behaviors while on work.
It is a method that may help the organization to achieve behaviors aligned to expectations of customers. It is important to note that any poor performance usually adversely affects customer service by the employees. Therefore, it is important to carry out a survey of the customers to help identify some of the extant issues, which have to be addressed and corrected. A positive response by the clients shows that the employee’s job performance behaviors are in tandem with the set standards. It means that customer reviews regarding the behaviors of employees are quite significant to the company.
There will be need for the hospital’s various professionals to also take up roles as customer care personnel answering calls related to their areas of specification. It implies that instead of having a specialized contact centre which has to resolve issues arising from the calls, the officers at this section will be relaying calls to specific departments applicable for resolution of issues raised. Every employee including the pharmacist, nursing practitioner, nephrologist, clinical psychologist, social worker and an occupational therapist of the hospital will have a role to play in answering queries of patients through the phone calls. Notably, improved technology will be required to achieve this kind of team work in the hospital.
References
Bakker, M., Creemers, H., Schipper, K., Beelen, A., Grupstra, H., Nollet, F., & Abma, T. (2015). Need and value of case management in multidisciplinary ALS care: a qualitative study on the perspectives of patients, spousal caregivers and professionals. Amyotrophic Lateral Sclerosis and Frontotemporal Degeneration , 16 (3-4), 180-186.
Koeslag-Kreunen, M., Van den Bossche, P., Hoven, M., Van der Klink, M., & Gijselaers, W. (2018). When Leadership Powers Team Learning: A Meta-Analysis. Small Group Research . Doi: 1046496418764824.
Senge, P. M. (1991). The fifth discipline, the art and practice of the learning organization. Performance and Instruction , 30 (5), 37-37.
The birth of commercial aviation . (2014) Birth of aviation . Retrieved 20 th August, 2018 from http://www.birthofaviation.org/birth-of-commercial-aviation/
