· Analyze the customer service and satisfaction drivers present in this case study and apply those drivers to the customer facet of the balanced scorecard.

Review John Kotter's article from this unit's studies, "Leading Change: Why Transformation Efforts Fail." Briefly discuss the eight steps identified and apply them to a project that you have worked on in the past. How would following these steps have changed the overall process?
July 12, 2018
Discuss potential advantages and disadvantages for vulnerable populations in seeking these resources.  Support your responses with examples.  
July 12, 2018

· Analyze the customer service and satisfaction drivers present in this case study and apply those drivers to the customer facet of the balanced scorecard.

· Conduct bench marking research to identify best practices to improve both the clinical and nonclinical practices of the organization.

· Analyze the customer service and satisfaction drivers present in this case study and apply those drivers to the customer facet of the balanced scorecard.

· Consider the costs and revenue implications in the case study and apply those considerations to the financial facet of the balanced scorecard.

· Determine how to assess the organizational success, timeliness, effectiveness, and efficiency of services after the change was implemented.

· Describe measures will you use to make this assessment and provide your rationale for selecting these measures.

· Once you have completed the steps outlined above, use the material you have gathered, along with the feedback you received from your previous project assignments in Units 5 and 7 to prepare a 8-10 slide PowerPoint presentation outlining the actions you believe Ellen Zane must take in order to lead Tufts Hospital to the next level of sustainability in a highly competitive health care marketplace.