Your poster presentation should have the following components:

Title Page

This should be the title of the project along with a listing of the authors of the project with identifying information (i.e.: Valparaiso University, College of Nursing).What is the decision for practice based on the research in light of the PICOT question?

PICOT Question

What is the PICOT question being answered by the project? Provide some background information about why this is important.

Review of the Literature

Outline the method for finding evidence. What key terms were identified in the literature search? How were articles chosen and critiqued? What criteria were used to determine inclusion in the review? Who critiqued the articles?

Synthesis of Research Findings

Make some comparisons across the evidence. What levels of evidence are present? What kinds of samples and designs were used by the researchers? Do the researchers measure the variables in the same manner? What were the overall findings in relationship to the PICOT question?

Decision to Change Practice

What is the decision for practice based on the research in light of the PICOT question?

If there is sufficient evidence for practice:

Best Practice

Describe the policy that has been created for this project.

Implementation/Evaluation

Describe a process for implementing the change (who would be involved, how much time, etc).  Identify an indicator and describe how that would be measured to show if the outcome improves.

If there is not sufficient evidence for determining practice:

Bridging the Gap

Describe what action needs to be taken to create evidence to answer the research question. For instance, does a study need to be developed or does an intervention need to be piloted.

Generating New Knowledge

Describe the manner in which the research question could be answered. If a study is indicated, then discuss the sample, design, data collection instruments, and procedure that would be used to gather data.

our readings and discussions have been focused on establishing a baseline for understanding diversity. In this module, we’ll begin our tour through the four lenses, beginning with history. As we dive into the four lenses, keep in mind that each lens is framed as a way of seeing the issue and is not necessarily tied to the associated discipline. So, looking through the historical lens isn’t just about History Channel documentaries—it’s also about how you use the lens to understand the past and present. As you write your initial post, answer the following questions:

• ChallengesofDiversity-EssaysonAmericaIntroduction
• Consider a current event in the news that has a historical counterpart. How does looking through the history lens influence how you perceive both the current and historical events? Please share a news link to your events.
• How does analyzing the relationship between history, culture, and diversity have an influence on your discipline of study or chosen profession?

Make sure you support your response with the readings from this module, and any additional resources if needed.

Instructions

In our work and personal lives, we need to be able to identify and analyze effective verbal and nonverbal communication in various situations. In the same way that you would analyze a work or personal life communication situation, you will be asked to create a short presentation (using media choices below) about the nonverbal communication demonstrated in a series of photographs. In addition to identifying aspects of nonverbal communication, you will also need to show how these elements can affect communication both positive and negatively. Include your observations of how nonverbal elements that you see alter the direction of communication.

1. Select four of included photographs.
2. Using either PowerPoint or Prezi, create a presentation that demonstrates your comprehension regarding these communication elements: Please include the following:
   1. A title slide including your name.
   2. Four slides that explain aspects of the nonverbal communication that you see depicted in the photographs. Be sure to include the photograph on the slide. Be as specific and detailed as possible in your description of body language, facial expression, physical distance (if applicable), gesture, and other aspects of nonverbal communication that you see.
3. Using Screencast-o-matic (screencast-o-matic.com) or similar software, create a short video presentation of your PowerPoint or Prezi. Explain in detail the nonverbal elements of communication that you observe in each of the four photographs you have selected. Video should be between four and seven minutes long. This video should either be of the presentation itself or a hybrid video that includes both the presentation and an inset webcam video.
4. Upload your video to screencast-o-matic, YouTube, or similar online video sharing site and provide a link to your video. Include your PowerPoint or Prezi with your submission.

Details:/ Research a health care organization or a network that spans several states within the U.S

Research a health care organization or a network that spans several states within the U.S. (Example: United Healthcare, Vanguard, Banner Healthcare, etc.).

Harvard Business Review Online and Hoover’s Company Records, found in the GCU Library, are useful sources. You may also find pertinent information on your organization’s webpage.

Review “Singapore Airlines Case Study.”

Prepare a 1,000-1250-word paper that focuses on the organization or network you have selected.

Your essay should assess the readiness of the health care organization or network in addressing the health care needs of citizens in the next decade, and include a strategic plan that addresses issues pertaining to network growth, nurse staffing, resource management, and patient satisfaction. Provide a comparison to the health care organization or network and the Singapore Airlines. Include any cultural issues that may influence the practices listed above.

 Solid academic writing is expected, and in-text citations and references should be presented using APA documentation guidelines, use at least SIX References, PLEASE I NEED ACTUAL WEBSITE SOUCE. Prepare this assignment according to the APA STYLE, an abstract is not required.

NRS-451V Singapore Airlines Case Study

(Student paper)

 

            Singapore Airlines was created in 1972 following a separation from Malaysian Airlines. In the wake of reorganization, Singapore Airlines undertook aggressive growth, investing and trading to maximize profitability and expand market share. Through this change, a new company philosophy emerged, “Success or failure is largely dictated by the quality of service it provides” (Wyckoff, 1989). By reinventing the company infrastructure and introducing new initiatives focused on excellence in customer service, Singapore Airlines became a global leader in the service industry, elevating existing standards among competitors.

Evaluation of Workforce Management Program

The strategy widely utilized by Singapore Airlines to ensure differentiation in an increasingly competitive market was its attention to in-flight service. “Good flight service [was] important in its own right and is a reflection of attention to detail throughout the airline” (Wyckoff, 1989). This statement perpetuated the belief that excellence in service was directly tied to the careful selection and individual performance of in-flight crews charged with the responsibility of fulfilling the needs of individual passengers and exuding the levels of service demanded by the organization. Applicants destined to work as flight stewards were drawn from a very young population, typically spanning the ages of 18-25 years of age with high school equivalency against the English system of education. Selection of applications was competitive largely due to the degree of skill, poise, and experience required of its candidates. These policies led to the on-boarding of a highly skilled and youthful workforce with positive attitudes and a willingness to be trained. Critique of this approach revealed several disadvantages. The most significant being the potential for greater turnover when hiring a younger population as opposed to an older, more experienced crew. Experience alone would play some role in the development of new employees, as greater experience would bring greater poise and confidence. However, in light of the predominant population Singapore Airlines catered to, a younger in-flight crew would remedy the awkwardness likely to be encountered by older clients being served by older crew members. In addition, a younger crew would likely be more accepting of new procedures and less cynical of the requirements of employment.

In light of the young demographic most desired in this role, recruitment, training and “conversion” processes were both stringent and comprehensive. All aspects of in-flight service, including training related to terminology, amenities and food preparation were provided in great detail, as were training for emergency preparedness and response to every potential scenario encountered in the air and on the ground. Formalized on-boarding, training and continued development were the hallmarks of the comprehensive workforce program. Even well into a crew member’s employment, on-going training and cyclical evaluation provided a mechanism for employees to be aware of individual performance and gain exposure to methods of continuous improvement. With an on-going plan of evaluation, communication, and development, the workforce was well-positioned for high levels of performance and quality improvements.

Though it would seem that Singapore Airlines’ work management program suited the organization well, it greatly narrowed the pool of applicants and kept many, well-qualified and experienced candidates from positions that would create diversity among the largely homogeneous workforce and place the organization in a better position to serve populations whose ethnic origins were not of Asian descent. If the organization aims to be the leader in an increasingly global marketplace, the workforce must mirror the diverse needs and perceptions of the greater population.

 

Advertising Campaign

 

Singapore Airlines is known in the airline industry for its quality of service. This emphasis on customer service and customer satisfaction is largely reflective of the Asian culture for which the company embodies. Attention to detail, impeccable presentation, and care for others are traits synonymous with countries of Asian heritage. Similarly, Asian countries revere conservatism, organization and hierarchy (Allik, n.d.) so, it would follow that young Asian individuals demonstrate the same gracious, caring behaviors to others. The expectation of “gentle, courteous service” is consistent with these norms and with the approaches taken by the organization. So much are these standards and stereotypes linked to Asian culture and the epitome of service, that the symbol applied to the airline is that of a young Asian woman. This image is resoundingly more beguiling and traditional, recognized by nearly 50% of consumers over typical marketing imparted by competitors, with a marginal recognition of 9.6%. In light of the positive impact and recognition of the existing marketing campaign, it was considered advisable to retain the current marketing strategy.

Systems for Measuring Service Quality

Singapore Airlines has two primary components involved in measuring service quality. The first is a system to measure customer complaints and compliments for every 10,000 passengers. The second measurement is a comparative rating of airline services prepared by the International Research Associates (INRA).

The first component, customers’ complaints and compliments, stayed relatively the same despite rapid organizational expansion. This type of analysis has shown a generally high satisfaction level, but could be skewed due to the vast areas the complaints and compliments could cover; from ticket sales and baggage areas to in-flight crews. To address this concern the complaints were split between the areas. However, to get an accurate barometer of customer satisfaction, it was recommended that the airline conduct routine surveys of customers. Often, customers submitting comments fell into one of two categories; those having complaints or those having compliments.

The second component to gauge customer satisfaction involved the INRA surveys. The airline executives paid particular attention to these scores as they indicated levels of satisfaction among the general consumer population and identified areas requiring continuous improvement. In 1973 Singapore Airlines scored 68, in 1974 the company scored 74 and in 1979 they scored 78. The scores of 39 other airlines demonstrated that two other competitors, Cathy Pacific and Thai International, were improving rapidly. This provided one indicator of competitive advantage. In order for Singapore Airlines to stay ahead of their competitors they would need to evaluate their position against industry leaders and determine if changes would be needed to stay competitive, particularly with respect to customer service and customer satisfaction (Wyckoff, 1989).

Plan to Introduce Slot Machines

Singapore Airlines has responded to many changes in order to differentiate itself within an increasingly competitive market place. One responsive action was to remove sleepers, replacing them with a business class section. Reactions from consumers were less than favorable. The move strayed from what consumers came to expect of elite levels of customer service, which were in large part, due to the attention paid to the personal needs of its elite customers. Although intended to be innovative and distinctive, the inclusion of slot machines on transatlantic flights was another idea met with considerable consumer dissatisfaction. While potentially generating a new stream of revenue, the idea only worked to incite passengers with a new category of charges. In addition to generating cost for the consumer, the machines took valuable space away from seats and posed problems in light of weight restrictions (Time, 1981). These changes only compounded issues and introduced new problems such as the potential for in-flight injury, rather than improving in-flight services. While there was some opportunity for revenue, initially, the gains would last for a season and were not expected to extend out into the long-term.

Conclusion

 

The Singapore Airlines Case Study highlights both effective as well as ineffective management approaches within the company. The subsequent analysis and evaluation of company operations and strategies offer a compelling glimpse of organizational design and leadership amid change, as well as provide a platform for future discussions of organizational development and change management. Group evaluation of organizational design, organizational decision-making, and organizational process at Singapore Airlines yielded some recommendations for new approaches to address complaints, become more mainstream in an increasingly diverse market space, and become more innovative without losing sight of the customer service focus that has made Singapore Airlines so successful.

 

 

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