Work Flow Analysis
Workflow of Answering a Telephone in an Office
Workflow is a series of tasks that an organization undertakes to achieve the desired outcome. A workflow analysis assists an organization to automate, streamline and improve efficiency. (McGonigle, & Mastrian, 2012). In other words, a workflow analysis assists in maximizing an effective use of essential resources, and minimize the activities that are not adding values to organizations. In the United States, the operations of healthcare environment are increasing and require a streamlined business process to enhance safety and quality of healthcare delivery. Workflow is a crucial aspect of information technology to achieve intended business outcome. In a healthcare environment, a workflow is a process of interaction through which hospitals deliver efficient healthcare to patients. While there are different types of workflow, a flowchart is an effective tool to address inefficiencies. Answering a telephone in an office is a common event that occurs regularly in a healthcare organization since a healthcare organization is required to answer patient's calls and calls from other stakeholders.
The objective of this study is to analyze the process of answering a telephone in an office.
The flowchart in Appendix 1 reveals the process an organization answers a telephone call using the company salutation. Typically, a clear method of repetitive telephone routing system is carried out to identify waste and redundancy. The flow chart reveals a nurse receptionist answering a call with a salutation and use the company identification.
The Stakeholder
In a contemporary healthcare organization, internet technology is increasingly replacing human interaction. Despite the importance of online technology, many patients still require the telephone services. The stakeholders in charge of answering the office telephone...
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