McKesson Corporation Case

Week 1

Training Assessment

Organization Name: McKesson Corporation: Customer Service training

McKesson helps health care providers improve business health and deliver better care to patients. As a pharmaceutical distributor and health care information technology company, McKesson provides systems for medical supply management, clinical workflow, practice management, pharmacy automation and care management.(1)

The training will be provided to the Customer Service, Coding and Accounts Receivable departments. All employees and managers in the specified departments will be required to attend the training.

The Human Resources department (Tim Buchanan) and Upper Management (5) and two Senior Representatives (Dianna Riedell and Darlene Perkins) will be involved in creating the training course.

The two Senior Representatives and Supervisor Rita Liptak will be providing the training to the employees. The employees recognize all three of these people and they all are actively involved in all facets of each department.

The main purpose of the training is to strengthen our relationship with the patients as a billing service. In all aspects of the medical industry, people have lost their customer service skills because the industry is not optional, it's a requirement. Therefore, there has been a lack of empathy and understanding when the patients call in. This has been a major problem in these three departments over numerous years. This in turn leads to escalated calls and internal problems with our own clientele. The goal of training is to make them aware of the weaknesses and how it is affecting the organization as a whole. The goal would also implement a monitoring policy across the board for the departments specified. If this goal would be succeeded, we would be able to expand the business to a more expansive area in the United States and our international clients as well.

Works Cited

1. McKesson Corporation. (n.d.). Retrieved 05 03, 2012, from McKesson Corporation Web Site: http://www.McKesson.com

1) an organization analysis;

The organizational analysis will consist of upper level management and Practice managers from each radiology firm. Since there is not a formal training department, seniors leads from each department will also attend. We will all enagage in an observation group remotely to analyze what is needed. The employees will still be at their desks and it will be during normal business hours on a 2 hour rotation. 1.Will this customer service training help achieve better goals? 2. How does the training match with the companys mission statement and ICARE values? 3. How much are we willing to spend on training? 4. Does the budget enable us to have this training? 5. How many contracts have we lost due to these issues? 6. Are all upper level and practice managers in support and have the flexibility to assist? The observation form will be located in Appendix A to outline what we will focus on. The advantage of the remote observation is that it allows us to hear what is being said without sitting next to the employee. The employee will be on good terms if we are right with them. The observation will also serve as proof of customer complaints and issued that need to be corrected. Some drawbacks may be hearing improper business practices and violation without being able to address them immediately.

The data collected from the observation forms will be shared with everyone involved. A summary report of trends from the forms will also be distributed. Once trends are identified, as a group, there will be discussions tailored to the budget and the outcome of training. Once the major issues have been reviewed, all aattendees will write up a plan of what needs to be addressed and the outcome of the training. The ICARE mission should be upheld in all facets of the company. As a billing service we need to show empathy as these are patients. The first step would look at the current practices of the employees, where the budget would allow us to accomplish and how staff will be assigned. This would be led by upper management.

(Miller, J. A., SPHR & Osinski, D.M., SPHR, July, 2002)

2) a task analysis;

The task analysis will focus more on the upper management and practice managers. This analysis will gather information on specific practices that exist currently.

...