Integrative Learning Project – Tranquility Natural Health

Integrative Learning Project: Tranquility Natural Health

Liberty University

BUSI 650

Operations Management

Table of Contents

Abstract

• Abstract………………………………………………………………………….3
• Introduction…………………………………………………………………….4
  • Tranquility Natural Health……………………………………………4
• Organizational Setting…………………………………………………………4
  • Mission………………………………………………………………….4
  • Customers………………………………………………………………6
  • Value………………………………………………………………….…6
  • Christianity’s Role………………………………………………………7
• Integration of Chapter Concepts to Organizational Setting…………………7
  • Benchmarking…………………………………………………………..8
  • Brain Storming………………………………………………………….9
  • Controlling Service Quality……………………………………………11
  • Core Capability…………………………………………………………13
  • Information Technology………………………………………………..15
  • Location Planning Strategies…………………………………………..17
  • Service Gaps…………………………………………………………….19
  • Strategy………………………………………………………………….21
• References……………………………………………………………………….24
• Appendices………………………………………………………………………34
  • Monitoring and Evaluation of Plan……………………………………34
  • Operating Plan………………………………… ……………………..36
  • Communication of Plan……………………………………………..…38

  The purpose of this integrative learning project is to introduce and analyze the authentic company, Tranquility Natural Health. To begin, an introduction of the organization, mission, customers, value and Christianity’s role will be discussed. At this point the reader will have an understanding about the company’s goals, how they operate and the direction of the organization. I will then expand on eight topics from operations management and detail how they pertain to Tranquility Natural Health’s strategic plan. The selected subjects are: benchmarking, brain storming, controlling quality service, core capability, information technology, location planning strategies, service gaps and strategy. I will analyze how the eight topics may be implemented into Tranquility Natural Health’s operations management and the benefits that will accompany. The discussion during the integrative learning project will be confirmed through numerous research sources. Credible articles and accounts of previous organizations in this industry will be taken into consideration throughout the entire analysis. In conclusion, the integrative learning project will give a broad overview of how Tranquility Natural Health can become more efficient and excel in their short and long-term operations. The goal of these operations and strategies are to expand to a larger location in one year.

  Introduction

  Tranquility Natural Health

  Tranquility Natural Health (TNH) is a small Eastern Medicine clinic in Lake Oswego, Oregon. At this point, Tranquility Natural Health is struggling to break even. Tranquility Natural Health could use help implementing key topics from operations management in order to grow and sustain their business. Tranquility Natural Health would like to open a new location next year. To do this they need to increase their number of patients and retain current patients. There are only a hand full of employees including one doctor of chiropractic and naturopathic medicine. One massage and acupuncture therapist, two massage therapists, two administrative support staff, and myself who is in charge of community outreach and marketing.

  This integrated learning project will summarize the strategies and operations they will use to achieve their goals. First, an organizational setting will familiarize the reader with the organization further. Secondly, an overview of concepts and implementation will be explained. Lastly, references and appendices will support the integrative learning project.

  Organizational Setting

  Mission

  Provides a holistic approach to Eastern medicine in one location to ensure health, tranquility, and longevity the natural way with the least interference as possible.

  Services provided.

  The services provided by Tranquility Natural Health include acupuncture, message, naturopathic medicine, and chiropractic care. These services are provided by certified four therapists and one doctor. Two therapists specialize in massage only. One therapist provides both acupuncture and massage. The owner and doctor practices both chiropractic care and naturopathic medicine. The doctor is also credentialed in acupuncture and massage.

  Chiropractic services include adjustments of spinal manipulation and gentle traction. Chiropractic also offers heat/cold therapy, and exercises based on stretching. Naturopathic medicine services TNH provides are herbal therapy, homeopathy, supplements and clinical nutrition, and lifestyle modifications. The acupuncture services incorporate aspects from Chinese medicine. TNH delivers acupuncture itself, moxibustion, cupping, Gua Sha, Chinese herbal medicine, Tuina, and Qi Gong. Lastly, massage therapy offered at TNH includes relaxation, deep tissue, trigger point, Polarity therapy, Swedish, hot stone, and injury rehabilitation.

  Intended markets.

  Tranquility Natural Health’s intended market is in the health care industry. There are two main sectors in the health care market. The two main markets are Western and Eastern medicine. In this large segment TNH is a part of the Eastern medicine sector. Eastern medicine focuses on alternative options for treating injuries, diseases, and pain versus drugs, surgery, and bedrest. Eastern medicine looks to prevent, rehabilitate, and sustain a healthy lifestyle naturally regardless of circumstance. Tranquility Natural Health is a primary form of health care, but can be an addition to a health plan. Since it is a local business its’ only region is in the Portland, Oregon area for Eastern medicine.

  Distinction.

  Tranquility Natural Health separates itself from other Eastern medicine offices because they treat acupuncture, massage, chiropractic and naturopathic medicine as a Western medicine. It operates like a full medical clinic, such as a neurology or pediatric office, except it is fully based on Eastern medicine. It is differentiated from a standard doctor’s office because it is small and friendly. TNH builds a personal relationship with every client, unlike a large hospital. With one doctor and three therapists each client can truly feel heard and cared for with a high rate of professionalism.

  Customers

  Internal.

  Internal customers are the insurance companies that help provide our services. The insurance companies that cover chiropractic and naturopathic medicine are all major insurance companies. For example, Providence, Blue Cross Blue Shield, Geico and Progressive are all accepted at Tranquility Natural Help. Kaiser is an Oregon insurance company and the only one to cover acupuncture and massage therapies as alternative medicine to their benefits.

  Other internal customers are the therapists who provide the company with business. These therapists bring in customers for massage and acupuncture that help grow clientele. Lastly, the naturopathic medicine providers are also internal customers because they supply the medicine prescribed by the doctor.

  External.

  TNH external customers are females ranging from 30-50. External customers are those with chronic and acute pain. Whether they have tried Western medicine beforehand, or this is their first attempt at fixing their issues, anyone in pain from any problem is who we target. We target females because they are more likely to try Eastern medicine and 30-50 is when the body begins to show signs of wear from years of use.

  Value

  I add a lot of value to this company because I have experienced chronic pain firsthand. I am able to be sympathetic with clients and understand how hard the journey to wellness can be. I am currently the community outreach, event and marketing coordinator for Tranquility Natural Health. I bring professionalism and a friendly face to the clients. Using my background in business I am allowed to grow and reach new clients on a daily basis. I plan and market their events geared to new customers. I also have the authority to internet market and control all social media accounts. I achieve their mission by using my business skills and personal experience in Eastern medicine to bring in new patients to our clinic.

  Christianity’s Role

  Christianity plays a large role in Tranquility Natural Health, as well as Eastern medicine in general. The entire premise of Eastern medicine is to naturally keep your body healthy and happy. Eastern medicine also practices on keeping the soul and mind as healthy. These are values and principles the Bible teaches us to do. One example comes from Proverbs 17:22 “A cheerful heart is good medicine, but a crushed spirit dries up the bones”. The more clients work on their bodies the happier their soul will feel. Taking care of your physical body and mind appease God by valuing the vessel he has provided.

  Integration of Chapter Concepts to the Organizational Setting

  The integration of chapter concepts to the organizational setting will take key topics in operations management and apply them to Tranquility Natural Health. Each concept is meaningful in all types of organizations but these will be detailed to the Eastern medicine industry. The eight topics will be described, their benefits highlighted, and the most relevant way to implement them into Tranquility Natural Health will be thorough. The eight concepts that allow Tranquility Natural Health’s operations to succeed are benchmarking, brainstorming, controlling service quality, core capability, information technology, location planning strategies, service gaps, and strategy. At the end of each description, a biblical integration will be explained to showcase each topic in an appropriate biblical reference.

  Benchmarking

  Description.

  Benchmarking is an important concept for all industries, especially in an organization that has not yet reached maturity like Tranquility Natural Health. Benchmarking is crucial to improving the core competencies and operations of an organization. Benchmarking improves products and processes by comparing an organization’s operations with best practices that are in or out of their respective industry (Meredith & Shafer, 2016). One important concept to benchmarking is it should be routinely done. Benchmarking is not a one-time deal, and continuous improvement allows an organization to acquire best practices. To stay at the top, an organization must always be analyzing what the competition is doing.

  Benefit and implication.

  Tranquility Natural Health will benefit from benchmarking by analyzing successful chiropractic, naturopathic, massage, acupuncture, and Western medicine hospitals. Benchmarking across all medical fields is relevant for Tranquility Natural Health to learn what processes work effectively with patients whether it be a sports medicine facility or a plastic surgeon’s office.

  To implement benchmarking into Tranquility Natural Health’s operation’s they need to follow three steps. A large search into the industry’s best practices is helpful to begin with. Once this has been done details may be analyzed. Right now, Tranquility Natural Health needs benchmarking to bring in new patients. To initiate this the owner will be informed a benchmark study will be conducted on how other clinics bring in new patients. The next step is to study published or original data. For Tranquility Natural Health original data will be used to compile data from successful local and national Eastern medicine clinics. Lastly, the best organizational operations that bring in new patients from the study will be used to improve performance.

  Biblical integration.

  Benchmarking is great for discovering the best practices and enhancing performance. However, the intention behind benchmarking must be done for the proper motives in order to integrate The Bible. Using the best practice to bring in new patients and following God’s word means to avoid using best practices for profit. The motives behind benchmarking bringing in new patients should be so Tranquility Natural Health may help as many people as possible, and becoming the healthiest versions of themselves. Galatians 6:10 says “So then, as we have opportunity, let us do good to everyone, and especially to those who are of the household of faith”. TNH wants to bring in patients so we can run their business, but they should also be known for wanting to help as many bodies as possible even if a patient cannot pay.

  Brain Storming

  Description.

  Brainstorming is a popular technique used to foster creativity in an organization. Wang explains creativity and innovation are critical to organizational growth and performance improvement (Wang, 2014). The objective is multiple brains storming together can generate a larger quantity of ideas with a wider range of diversity. Brainstorming is used in organizations all around the world to eliminate drawbacks at the conception of an idea. Brainstorming is at the beginning of generating ideas and does not look for quality. Brainstorming is looking for quantity to find a starting point that will be developed later on. Organizations use multiple, different, and diverse teams to promote innovative thinking. In a study by Wang, it was found that brainstorming was used in every organization in the experiment. They found brainstorming was used with strategic planning, research and development, and marketing (Wang, 2014).

  Benefit and implication.

  Tranquility Natural Health can benefit immensely from brainstorming. At this point in time, I am the only marketer with very little guidance. It is hard to generate a large amount of ideas alone. Conducting a brain storm would allow everyone to contribute and bounce off each other’s perceptions on how to market, and advertise the clinic. This would support my role and allow the clinic to contribute. More importantly, the clinic will have created way more ideas, way more diverse ideas, and benefit from the brainstorm.

  To achieve the desired outcome, all employees will be involved with the brainstorm. Brainstorming is typically made up of diversified teams, but TNH has a small number of employees. All TNH employees will be on the same team. In order for the brainstorm to be effective techniques such as analogical reasoning, brain writing, nominal group technique, recording every idea, bringing in trained facilitators, setting high standards, using electronic brainstorming, and creating an environment for creativity will be essential. If the facilitators can successfully help in keeping social loafing, conformity, production blocking, and downward norm setting from occurring, the brainstorm may create many endless marketing ideas for the clinic.

  Biblical integration.

  Ecclesiastes 4:9-12 illustrates how two people together are better than one.

  This verse describes:

  Two are better than one, because they have a good reward for their toil. For if they fall, one will lift up his fellow. But woe to him who is alone when he falls and has not another to lift him up! Again, if two lie together, they keep warm, but how can one keep warm alone? And though a man might prevail against one who is alone, two will withstand him—a threefold cord is not quickly broken.

  This lesson is instructing man to work together and explains the benefit in doing so. This is a perfect example of how organizations can implement brainstorming into their operations while integrating The Bible. The more brains and more people an organization has to foster creativity off of one another, the richer the outcome. For brainstorming to be successfully integrated as God would like everyone involved must be gracious, kind, pure, and all work together. If anyone partakes with malicious intents or do not want the organization to prosper, then brainstorming will be done in vein and not a biblical application.

  Controlling Service Quality

  Description.

  Controlling service quality is one of the most difficult tasks in a service industry because a service is not tangible. It is much harder to control service quality of a service than a good. The output is abstract, transient, and psychological (Meredith & Shafer, 2016). Controlling service quality is tenacious because it is hard to measure. Budeanu explains there is a lack of consensus in the definition, measurement, and aspects needed to be provided and measured (Budeanu, 2015). When a tangible good is produced its’ quality is measured in defects. When a service is defected this means customers do not renew their relationships with the provider. Therefore, the service is defected and the client does not want to pay for it anymore. This could be a detrimental issue for Tranquility Natural Health. The whole goal of the organization at this moment is to acquire new patients, not shove them away. This is why controlling service quality is so imperative at this stage for Tranquility Natural Health. Because the level of service is difficult to measure when controlling its’ quality there are only a few techniques. One way to measure service quality is to use customer satisfaction surveys. Another method is to train employees in procedures that reinforce the quality of service. Lastly, making functions related to the service easier to complete by the customer will increase quality.

  Benefit and implication.

  Controlling service quality gives Tranquility Natural Health many benefits. The clinic runs off patient acquisition and retention. If the clinic can master controlling service quality they will unveil how to gain, and keep all patients who come in the door. To successfully implement controlling their service quality, customer satisfaction surveys are a necessity. This information comes straight from the consumer about what they like and dislike about the service. Tranquility Natural Health could create customer satisfaction surveys based on four different types of services: massage, chiropractic, naturopathic, and acupuncture. Each survey will be tailored to their type of service but will all ask about strengths/weakness in their satisfaction, service, professionalism of therapist, and overall performance. Another way Tranquility Natural Health can implement controlling service quality is to retrain employees on all equipment that affects customer satisfaction. For Tranquility Natural Health this means training employees on the appointment booking system, Chirotouch. Each employee should be able to operate this system quickly and efficiently. This will help the patients get out the door and they will not have to wait around for the employee to get them another appointment.

  All therapists should have a step by step procedure when servicing each patient. This procedure should be followed to ensure customer satisfaction. The owner (doctor) should check in and retrain employees every quarter. Lastly, Tranquility Natural Health can make their new patient paperwork much easier. Instead of filling out pages of print outs, TNH should implement a new patient page online. After this page is created and the information inserted, another feature could be added for financial services. When this patient page is unique to them this is where patients can pay their bill using information technology. By controlling quality service and implementing these new systems, Tranquility Natural Health can improve customer satisfaction. They will also make operations easier for the patients and the organization.

  Biblical integration.

  Proverbs 14:23 is a verse that can be integrated to many concepts in operations management. Proverbs 14:23 reads “All hard work brings a profit, but mere talk only leads to poverty”. This verse is so versatile, but for the purposes of controlling quality services it will only be described in this application. It is easy for any business to claim they have great service quality, care for their customers, and use the best methods. Only organizations who actually use controlling service qualities and improve every measurement they can truly bring the best offerings to their customers. Proverbs 14:23 is saying those who do all of the hard work and actually create quality services will have a profit. Those who cut corners and do not provide the best they can will be in poverty. The term profit may also mean other terms. Profit can mean patients or the reward of knowing the organization implemented the best service quality possible. For Tranquility Natural Health to control service quality, it will have to be for the good of the patient. There must be an urge to genuinely want to serve the patient the best one can. Tranquility Natural Health will aim to provide the best services and systems to better help their patients, because they care about their time and health.

  Core Capability

  Description.

  Core capabilities are critical to every organization and business strategy. Core capabilities originate from the skills and knowledge the organization has that distinguish it from their competition. From here, those knowledge and skills create the processes and practices of the organization to finally establish the core capabilities. Yang (2015) says “The aim of the development of core capability is to raise the values of customers and stakeholders. Thus asserted that competitive advantage is reflected by the unique and innovative values that customers desire to accept and pay for” (p. 174). The core capabilities are important because they have a strong relationship to an organization’s ability to integrate technology and skills into new products and services. In the end this determines the organization’s long-term competitiveness (Meredith & Shafer, 2016).

  Benefit and Implication.

  Tranquility Natural Health can benefit from their core capabilities because they’ll catapult them to becoming an industry leader, and obtain a long competitive life. Before Tranquility Natural Health can use core capabilities to their advantage they must first be defined. The core capabilities of Tranquility Natural Health begin with the owner’s knowledge on chiropractic, massage, and naturopathic medicine. The massage therapists bring their expertise in massage and one is certified in acupuncture. The main capability is the Doctor’s ability to bring all types of services together through naturopathic medicine. This allows her to call her practice a holistic Eastern medicine clinic. Compiling all services gives customer’s other choices besides Western medicine. The technologies that back up the knowledge and skill in the clinic are state of the art. The state of the art massage beds, chiropractic tools, and acupuncture set bring the core capabilities together. The only place where core capabilities need to be improved are in the role of information technology. This will be discussed in the next section. For the core capabilities to give a lifelong competitive advantage, the clinic must continuously implement new innovations on how to treat their patients. New techniques for all services can always be discovered and tailored to a patient’s needs. The core capabilities of Tranquility Natural Health will keep them thriving, growing, and competitive.

  Biblical integration.

  2 Timothy 3:17 says “That the man of God may be competent, equipped for every good work”. This verse is to be applied to the clinic itself’, instead of the people or operations. The core competencies are the groundwork for core capabilities. Competencies, such as knowledge and skill must be present for a clinic to create their core capabilities. 2 Timothy blatantly explains the man of God must be competent to work. The clinic itself is composed of competencies from the employee’s that translate into capabilities through their technology and operations. Tranquility Natural Health can integrate The Bible by replicating 2 Timothy 3:17 and turning their competencies into capabilities, and making every good work.

  Information Technology

  Description.

  Information technology is utilized in almost every business around the world. Information technology is any type of equipment or system that stores, retrieves or sends information. This can be anything associated with computer technology, networks, hardware, software, the internet, or the people working with them. All of these have the potential to be information technology as long as they are not stand-alone computer systems. Information technology is important to all businesses with decision making, marketing, business growth, computer support, satisfaction, communication with customers, efficiency of operations, and security. There are types of information technology that are popular in the business world today. These types include are customer relationship management systems and ERP. ERP systems expedite communication through the supply chain and over the internet including electronic information from various parts of the firm (Meredith & Shafer, 2016). Customer relationship management systems compile customer data from internal or external sources.

  Benefit and implication.

  Tranquility Natural Health can benefit from information technology by making them quicker, more efficient, and connected. Tranquility Natural Health does use information technology to improve communicate through message and e-mail. They also use information technology to cut costs in file management, financial management, and operations. They receive all of the benefits from implementing these types of information technology so far. But the one area they can improve information technology is in customer relationship management systems. For Tranquility Natural Health to implement information technology further into their operations CRM needs to be utilized. This can be accomplished by purchasing a CRM software. A CRM software, like marketing 360, will allow Tranquility Natural Health to become more organized with current and potential patients. This CRM software will allow Tranquility Natural Health to establish and retain the relationships with customers, cut costs for the organization, and provide a better service to the patients.

  Biblical integration.

  Biblical integrations regarding information technology can be strenuous because most of the applications pertained to the internet are negative. The only appropriate way to highlight a positive biblical integration with information technology is to view information technology as an asset and extension of our Christian character. Information technology can be integrated into the book of Paul when he says “…by all means save some”. Tranquility Natural Health can view using information technology as saving patients from pain, suffering, and further damage to their bodies. If the information technology systems are there to spread the message quicker and more efficiently on how Tranquility Natural Health is here to help and prevent pain, then it has been used in God’s image. This applies The Bible to information technology in a positive way, instead of using information technology for selfish reasoning and linking it to the End Times.

  Location Planning Strategies

  Description.

  Location planning strategies are important to an organization’s current and potential customers. It refers to the strategic decisions that take place when an organization is planning to establish a location. The location determines if the company is in the range of the intended customer or not, and whether it is worth the consumer’s travel time. Location planning strategies can apply to regional, community and site locations. Meredith & Shafer (2016) “For some pure service organizations (e.g., physicians), only the site selection stage may be relevant because they are already focused on a specific region and community” (p. 169). Tranquility Natural Health in a pure service organization therefore I will only discuss site locations. The site location for Tranquility Natural Health is how they acquire new customers. Tranquility Natural Health would like to open another practice that is larger, has more rooms for patients, and employs more people.

  Benefit and implication.

  Tranquility Natural Health could benefit immensely from location planning strategies during this transition. Location planning strategies would allow them to pick the best location possible, in regards to their customers, for the expansion. For Tranquility Natural Health to successfully implement location planning strategies the organization needs to use the weighted score model. The weighted score model analyzes multiple locations based on the particular criteria that is important to the organization. Each criterion is then weighted by its’ importance. The results are added up and the location with the highest score is where Tranquility Natural Health should establishe the new location. Criteria for Tranquility Natural Health are things such as: zip code, distance from current location, cost of rent, size of location, the number of rooms in the location, amount in dollars of renovations that may need to be done, neighborhood, accessibility, proximity to other Eastern Medicine clinics, etc.

  Biblical integration.

  Location planning strategies can be a diligent and long process. It is never smart to rush this process or the research it takes to pick the correct site for a new location of an organization. There are many things to consider that are tangible and intangible. God praises those who use diligence instead of hastiness. The verse from Proverbs explains how God supplies those who are not lazy and do their due diligence in all aspects of life. Proverbs 13:4 says “The soul of the sluggard craves and gets nothing, while the soul of the diligent is richly supplied”. The verse from Proverbs can be applied to many major decisions in operations. For Tranquility Natural Health the largest operational decision they can make is opening a new site through location planning strategy. It is imperative for Tranquility Natural Health to implement this biblical integration to be successful. They should not only use Proverbs 13:4 to bring earthly riches, but to produce the fruits of the spirit. Proverbs 13:4 is not strictly alluding to monetary gains, but also want Christians to exude his glory and be living examples for Christ. In this context Tranquility Natural Health can be diligent by integrating his teachings into location planning strategies.

  Service Gaps

  Description.

  Saraswati (2015) describes service gaps as the inconsistency between the customer’s expectations and the actual service delivered to them. They can also be considered the difference between the client’s needs and what they receive. Service gaps are significant because they can impact profit. If a customer is expecting certain services and the provider does not deliver then they may take their business elsewhere. There are nine potential locations for gaps when delivering a service. It is important for an organization to identify these gaps and fill them to gain a competitive advantage.

  The first three gaps come from the customer’s point of view. The first gap occurs between ideal service and the expected service. This gap is influenced by advertising done by the provider. The second gap occurs between the expected service and the perceived received service. This gap is influenced by what the customer expected and their opinion of what they actually obtained. Gap three occurs between perceived received service and the actual delivered service. This is influenced by what is actually delivered and the customer’s perception of that reality (Meredith & Shafer, 2016).

  The rest of the gaps come from the providers side of service. Gap four occurs between the ideal service and the perceived service need. This gap is the providers fault because they incorrectly process what the customer really needs. The fifth gap occurs between the selected service and the perceived service need. This gap is influenced by the incorrect service the provider assessed and what they actually select to service. Gap six occurs between the selected service and the designed service. This gap is influenced by the selected service and the service that was designed. Gap seven occurs between the designed service and the communicated/advertised service. This gap is influenced by marketing and is the discrepancy between the designed service and the functions understand it to be (Meredith & Shafer, 2016). Gap eight occurs between the communicated/advertised service and the expected service. This gap is influenced by what the provider is intending to convey and what the customer really gets. Lastly, gap nine occurs between the designed service and the perceived service delivered. Another gap happens at this point too. The other gap occurs between the designed service and the actual service delivered. Meredith & Shafer (2016) “the last two gaps concern the contrast between what was designed and what was perceived as delivered or what was actually delivered” (p. 91).

  Benefit and implication.

  Tranquility Natural Health, and all service organizations, can benefit from being able to identify where and how service gaps occur. If Tranquility Natural Health can reduce where these service gaps occur it will allow them to retain customers and sincerely fulfill their needs. It is easy for the Doctor to not live up to expectations. This is because Eastern medicine may take a while to work. This is not the Doctor’s fault, but when people are in pain they want a quick fix. To fill these service gaps in this industry sincere iteration and honesty about the process needs to be revealed. I can see Tranquility Natural Health loosing patients easily because of service gaps unless they are prepared. Once the service gaps are identified and there is transparency between the Doctor and patient, service guarantees and fail-safing can be implemented. Service guarantees and fail-safing can only be done when Tranquility Natural Health has observed all service gaps and are confident they will meet every customer’s need. Guarantees like this promise to pay for the services that do not fulfill expectation, are unconditional, easy to understand, and easy to use.

  Biblical integration.

  For Tranquility Natural Health to fill service gaps, the Doctor and therapist must be prepared for where they occur and listen to the patient. Listening is key to understanding the needs they are expressing. To rush and ignore someone’s pain and symptoms is not of Godly character. Proverbs 18:13 says “To answer before listening- that is folly and shame”. The Bible is instructing man should listen before acting. This can be applied to many subjects, organizations, and situations on a daily basis. But for Tranquility Natural Health it means to honestly hear the needs and wants of their patients. For Tranquility Natural Health to biblically integrate this scripture the correct intention must be present. Yes, we want to fill serviced gaps and provide the best medical care possible. We also want to use this scripture to genuinely help others and show compassion for their pain.

  Strategy

  Description.

  The concept of strategy is one that all businesses, organizations, and corporations are familiar with. Strategy is the objectives, plans and policies an organization uses internally and externally to compete in their industry. The strategy of an organization can differentiate whether the organization is successful or not (Gerpott, 2015). It is key to discover and implement this strategy before the competition does. However, it can take years to successfully complete a strategy. The strategy incorporates plans for all functions in the organization.

  Benefit and implication.

  Tranquility Natural Health is a small clinic in a large industry. Creating a new strategy would allow them to catapult into competitiveness. The strategy needs to use strategic frameworks related to its’ life cycle. Tranquility Natural Health provides services that have been around a long time. Because of this Tranquility Natural Health needs to focus on their market segmentation. This means to compile a strategic plan for the Eastern medicine industry and use it in every decision throughout the company. Tranquility Natural Health can also use focus to emphasize they are the best at Eastern medicine. They could dive deeper and focus on only chiropractic, massage, acupuncture, or naturopathic medicine. This would leave the other services as supportive, but keep an expertise in one.

  Biblical integration.

  For a strategy to integrate The Bible it must incorporate Christian values into its’ entire strategy. Every plan and function must exude the undertone that God’s way is at its’ core. An organization can easily do this without being obvious and shoving their doctrine down customer’s throats. It can be done through kindness and faith, showing God’s work, while being humble as well. Proverbs 16:3 says “Commit your work to the Lord, and your plans will be established”. Planning a strategy can be a hard process. If we focus on our plan amplifying God he will provide the right path for new strategic operations.

  Conclusion

  In conclusion, operations management is extremely important in every organization. These eight topics alone will not lead to complete success. There are many other topics and factors to utilize in operations management. These eight concepts are the ones Tranquility Natural Health should focus on the most in order to achieve their goal of opening a new location site. If Tranquility Natural Health can better implement benchmarking, brainstorming, controlling service quality, core capability, information technology, location planning strategies, service gaps, and an overall strategy they will be able to reach their objective of opening a new and larger location. Through this journey its’ imperative Tranquility Natural Health focuses its’ operations on God. TNH must integrate The Bible and not loose sight as they gain popularity.

  References

  Agha Kasiri, L., & Mansori, S. (2016). Standardization, customization, and customer loyalty in service industry. Journal of Marketing Analytics, 4(2-3), 66-76. doi:http://dx.doi.org.ezproxy.liberty.edu/10.1057/s41270-016-0002-2

  This source was interesting and eye opening. It discussed how customization is not always the right choice in a service industry, such as Tranquility Natural Health. It inspects how customization and standardization should both be used in providing services. This relates to the integrative learning project because customization is an important topic to understand in operations management. Agha & Mansori say customization may excite a consumer but can sometimes lead to higher cost and longer wait time. In conclusion, Agha & Mansori say the interaction between Doctor and patient is the most crucial variable to retaining a loyal customer in service industries. Customization and standardization should both be implemented based on each situation. In order to perfect this it is wise for service industry to obtain feedback from current customers and continue to improve.

  Anovia payments; texas chiropractic association partners with anovia payments to increase business efficiencies for members. (2015, Apr 08). Journal of Engineering Retrieved from http://ezproxy.liberty.edu/login?url=https://search-proquest-com.ezproxy.liberty.edu/docview/1668001076?accountid=12085
  This resource was helpful by enabling me to better understand the business side of a chiropractic business. The author specifically discusses a chiropractic office in Texas who have implemented a new payment system to better benefit their customers. The payment company is called Anovia Payments and offer the chiropractic office better business efficiencies to members. The system allows members to make payments from their smart phones, Apple Pay and POS systems. It also tracks analytics and data for the Doctor’s office to study. It provides high security for each member and immediate assistance. It allows protection and secured technology. It is expected to increase customer satisfaction and raise business efficiency for chiropractic offices. This source helped me understand the actions offices are taking to provide for their consumers and improve their own processes.

  Braun, M., Latham, S., & Porschitz, E. (2016). All together now: strategy mapping for family businesses. Journal of Business Strategy, 37(1), 3-10. doi:10.1108/jbs-12-2014-0154

  I felt this source had influential information to my integrative learning project because Tranquility Natural Health is a smaller family business and strategy mapping is imperative in operations management. This source gives great insight on how the two correlate and how smaller family businesses can strategy map for their size. The authors explain there are many potential areas for mistakes when it comes to family businesses due to misalignment. They suggest family businesses should use family enterprise strategy maps (FEMS) that is focused on getting all supporting the same objectives. They find through research FESM targets the objectives of the family business, prompts stakeholders to be onboard, and it helps to identify the strategic foundation that can be leveraged to achieve their goals.

  Budeanu, A. (2015). Managing Service Quality. Management Inctercultural, 17(33). Retrieved from http://www.mi.bxb.ro/Articol/MI_33_22.pdf

  Cook, N. (2017). Innovation, integration, inspiration. the 2017 NHAA international conference. Australian Journal of Herbal Medicine, 29(2), 55-56. Retrieved from http://ezproxy.liberty.edu/login?url=https://search-proquest-com.ezproxy.liberty.edu/docview/1953807137?accountid=12085

  This source reviews the NHAA International conference in Australia. It is relevant to Tranquility Natural Health and the integrative learning project because it discusses the trends and direction of herbal medicine in today’s healthcare. The herbal medicine group is trying to merge naturopathy and western herbal medicine in the country of Australia. Tranquility Natural Health uses naturopathic, massage, acupuncture and chiropractic methods to treat patients. However, our Doctors will prescribe western medicines if the case is serious enough. Cook discusses how this conference is doing the same thing by implementing three focuses. These focuses are on integration of many practitioners, innovation in the way they treat patients, and inspiration to apply different skills.

  Dominic P. Lu, Yemeng Chen, Lixian Xu, and Leo M. Lee, “Eastern Medicine: From Nutritional Supplements to Cancer Research,” Evidence-Based Complementary and Alternative Medicine, vol. 2014, Article ID 817126, 2 pages, 2014. doi:10.1155/2014/817126

  Ekova, Gorbunova, & Maximova. (2017). Developing methods of controlling quality costs. Volzhsky Polytechnical Institute (Branch of) VSTU, (35), 1-8. doi:10.1051/shsconf/20173501019

  Ekova, Gorbunova & Maximova contribute this important article on the topic of controlling quality costs. They emphasize controlling quality costs are important to improving the efficiency of organizational operations and growth. The purpose of their article is to develop recommendations for improving quality management and evaluate quality costs from managerial and technical accomplishments. In order to do so, certain tasks must be performed to propose methods of controlling quality control. After further research the authors concluded their method would allow identification and analysis even in low effectiveness process. Their method directs to reduce excess waste of resources. This saves organization’s money, allows them to develop further, and become more competitive.

  Gerpott, F. H. (2015). The right strategy? examining the business partner model’s functionality for resolving human resource management tensions and discussing alternative directions **. Zeitschrift Für Personalforschung, 29(3), 214-234. Retrieved from http://ezproxy.liberty.edu/login?url=https://search-proquest-com.ezproxy.liberty.edu/docview/1709241778?accountid=12085

  Gerpott analysis the right strategies to use for Human Resources in all organizations when tension arises. This is a good article to use for the integrative learning project because Human Resources in an important piece to any organization and their operations. Human Resources is supposed to be the stable place where people help their employees and encourage smooth operations. When tensions arise it can be felt throughout the whole organization. Gerpott stresses the importance of Ulrich’s business partner model and shared service centers. He believes this is the correct approach in organizational practice because it addresses the tensions in Human Resources. He says using this business structure adds value and reduces tension by addressing identity, learning, performance and organization.

  Grant, D. (2016). Business analysis techniques in business reengineering. Business Process Management Journal, 22(1), 75-88. Retrieved from http://ezproxy.liberty.edu/login?url=https://search-proquest-com.ezproxy.liberty.edu/docview/1757877849?accountid=12085

  Grant is investigating business analysis techniques in business reengineering. He analysis eight business analysis techniques used in business reengineering and has found some are preferred over others. This depends on the situation, flexibility of the technique, and ease of use. Grant uses small sample sizes to research their connections and possible risks. In his findings, Grant discovers there are some cases where multiple techniques are needed. The more complex a problem is, the more techniques are used. In 10 out of the 12 cases, more than one technique was used. Grant also found the largest variable for which techniques are used for reengineering depend on the size of the task and secondly, technology because it is ever changing.

  Information technology. (2012, June). Emergency Nurse, 20(3), 12. Retrieved from http://link.galegroup.com.ezproxy.liberty.edu/apps/doc/A294895993/ITOF?u=vic_liberty&sid=ITOF&xid=12eb80c4

  Jayaram, J., & Xu, K. (2016). Determinants of quality and efficiency performance in service operations. International Journal of Operations & Production Management, 36(3), 265-285. doi:10.1108/ijopm-03-2014-0122

  The article entitled Determinant of Quality and Efficiency Performance in Service Operations is about research done to find the successfulness of service delivery systems. They use internal and external knowledge of management to try and prove how to enhance this success. The study uses 249 Chinese firms with structured modeling and analysis. This study pertains to the integrative learning project because they are testing different variables in organizations and how they contribute to the delivery of service. The study found a businesses’ emphasis on customer orientation positively related to employee performance and the extent to which the employees were trained well. They also found employee capability and their training lead to employee efficiency and better delivery of service. This can be used at Tranquility Natural Health to understand the more we are focused on the customer, the better the employees can deliver the important service of Eastern Medicine.

  Liu, C., Xiong, H., Papadimitriou, S., Ge, Y., & Xiao, K. (2017). A proactive workflow model for healthcare operation and management. IEEE Transactions on Knowledge and Data Engineering, 29(3), 586-598. doi:10.1109/tkde.2016.2631537

  This source is integral to the integrative learning project because it examines workflow models for healthcare operations. It applies to both operations management and Tranquility Natural Health. They collected information using real-time location systems to understand human activities and general knowledge. This allowed for the analysis of decision making in work flows. The authors punctuate the understanding of sequence in work flow (from patient intake to full recovery) is important in healthcare. After research with real-time location systems the authors made interesting findings. They were able to grasp the logistics of a large hospital and produce interpretable states and leverage correlations between devices for improvement. They conclude saying “With this system, we showed that valuable intelligent applications for healthcare operation and management can be enabled to manage, evaluate and optimize the healthcare services” (Liu, Xiong, Papadimitriou, Ge & Xiao, 2017).

  Moultrie, C., Corfield, A. R., Pell, J., & Mackay, D. (2017). 45 frontiers of performance: Using a mathematical model to discover unobservable performance limits in a pre-hospital and retrieval service. BMJ Open, 7doi:http://dx.doi.org.ezproxy.liberty.edu/10.1136/bmjopen-2017-EMSabstracts.45

  The article by Moultrie, Corfield, Pell and Mackay directly affects Tranquility Natural Health because it discusses a physician-led hospital. Tranquility Natural Health is in a related field to hospitals, so any research on this industry’s practice is useful for the integrative learning project. Specifically, this article discusses how many primary and secondary missions were missed due system performance at the hospital. The results showed 15% primary missions were missed each year and 12% primary and secondary missions combined were missed each year. This research provides insight to the potential and limitations this system performance retains. In conclusion, it allows the hospital to see how much of their service to utilize while rapidly continuing to occur patients.

  Park, H., Geum, Y., & Park, Y. (2015). A dual quality function deployment approach for benchmarking service quality. Total Quality Management & Business Excellence, 26(5/6), 569-582. doi:10.1080/14783363.2013.860696

  Park, Geum & Park review the usefulness of benchmarking in service industries. Tranquility Natural Health is a service industry, making this article compatible for the integrative learning project. They also touch on quality function deployment in conjunction with benchmarking. They begin by touching on the essential role benchmarking has taken as a tool for service quality improvement. The authors use further research to prove their claims. They end up discovering dual quality function deployment offers a comprehensive method for benchmarking service quality in terms of finding requirements with relatively lower customer satisfaction and providing solutions by incorporating selected competitor’s activities into current activities of its’ own (Park, Geum & Park, 2015).

  Research and markets; global telemedicine market – growth, trends and Forecasts2015-2019. (2015, Dec 14). Journal of Engineering Retrieved from http://ezproxy.liberty.edu/login?url=https://search-proquest-com.ezproxy.liberty.edu/docview/1747418185?accountid=12085

  This article recaps new global trends in healthcare. Telemedicine is healthcare from a distance, and a global trend that has been growing. In 2014 telemedicine was worth 17.8 billion dollars and will reach 28.9 billion in 2019. It is a new sector of medicine that emerged from advancements in technology, internet and telephones. Increased age population, rising costs of healthcare, rising cases of chronic disease, lack of infrastructure to accommodate patients have driven the growth. It is a global trend worth evaluating for Tranquility Natural Health. It increases the number of patients the clinic can inquire for naturopathic medicine, while allowing them to stay in one location.

  Saraswati, A. K. (2015). Service Gap Analysis Between Consumers’ Expectations and Experiences: An Empirical Study of the Ethnic Food Joints of Old Delhi (India). Journal Of Foodservice Business Research, 18(2), 132-145. doi:10.1080/15378020.2015.1029385

  THE HOLY BIBLE: NEW STANDARD VERSION. (n.d.). Bible. Place of publication not identified: Oxf. U.P.

  Wang, K. (2014). Factors influencing the adoption and effective use of creativity techniques in business settings: An exploratory study. Engineering Management Journal, 26(4), 29-37. Retrieved from http://ezproxy.liberty.edu/login?url=https://search-proquest-com.ezproxy.liberty.edu/docview/1630248591?accountid=12085

  Brainstorming is essential for fostering creativity and coming up with innovative ideas in any organization. Wang examines these techniques and the factors that influence their effectiveness. He proposes creativity is the framework for organizational growth. Wang conducts a study with four professionals who are experienced in using brainstorming. These professionals come up with factors they believe influence adoption and effective use of creative techniques. These factors are organizational content, perceptions of creativity techniques, and concerns in using creativity techniques and are used in this study. In the end, they found the effectiveness of using creativity techniques depend on processes, people and technology.

  Wolf, A., & Zhang, L. (2016). The effect of customization and gender on customers’ attitude. International Journal of Hospitality Management, 56, 28-32. doi:10.1016/j.ijhm.2016.04.001

  Wolf & Zhang’s article does not directly examine health industries but does discuss relevant issues in operations management that are helpful to the integrative learning project. Wolf & Zhang deliberate whether customization and gender effect customer’s attitudes. In this study they are examining these variables in relation to menu options at restaurants. The authors hypothesize that customers enjoy customization and like being able to tailor their options. This creates a perceived control and businesses should employ these perceived controls based on the gender demographics of their area. They found men positively respond to “build your own” meal and “you pick two” customizations equally. Women respond more favorably to “build your own” meal. This information is important to business growth and depending on where a business is located should use it to increase customers.

  Yang, C. (2015). The integrated model of core competence and core capability. Total Quality Management & Business Excellence, 26(1/2), 173-189. doi:10.1080/14783363.2013.820024

  Yang’s article entitled The Integrated Model of Core Competence and Core Capability discusses the issues businesses face in all areas of core competence, core capability, businesses performance and corporate growth. He explains researching these subjects through a long-term operating system designed to strategically map how they develop. Yang emphasizes that core capabilities and core competencies are the driving factors of competitiveness for an organization. This is important to the integrative learning project and understanding businesses growth and competitive advantage. Yang’s research found very few organizations have long-term growth of revenues and profits. Yang confirms successful enterprises use new techniques, enter new markets, create new business, and innovate.

  Appendices

  Monitoring and Evaluation of Plan

  Therapists will be retrained on the step-by-step customer care procedure every three months. They must pass this a test at the end with 95% accuracy. All employees will be trained on Chirotouch every three months and be able to reschedule a client under 30 seconds. The implication of best practices will be evaluated by the owner and COA every three months. Benchmarking will be done to see if the best practice is still relevant and working. Brainstorming will be done throughout the company two times a year if we do not increase patients by 1.25 times. To increase customer satisfaction operational efficiencies and services will be routinely updated and monitored. This will happen four times a year. If updates are up to speed and customer surveys reports positively there will be no updates.

  Operating Plan

  Every plan, or portion, are all created to support the long-term goal of opening a new location. Smaller steps such as: acquiring new patients, using best practices, creating more satisfaction, and filling service gaps, allow TNH to fulfill this goal. The long-term goal will include activities like the weighted score model to discover the best location. The target will be approximately one mile from the original, have three more rooms and will employ 10 people. The deadline for this is after one fiscal year. Acquiring and retaining new patients will consist of a new marketing plan, brainstorming, and signing new patients up. TNH will be implementing social media into their new marketing strategy, and hit the ground running with gorilla marketing to get new patients. The brainstorming will help us create a whole new marketing plan. We plan to increase our customer base 2.5 times the current amount within one year. This will give us enough customers for the original site and the new location. The short-term goal of implementing best practices will use benchmarking and replication of the best practices discovered. We expect to see results from this within eight months. In order to create a higher percentage of customer satisfaction TNH will control service quality with customer surveys, retraining of employees, and utilizing information technology. This will all be done within six months. Lastly, to fill service gaps TNH will discover these gaps (from customer surveys etc.), fill the gaps, and have a guaranteed/fail-safe policy for customer. We expect to gain the competitive advantage within one fiscal year.

  Communication of Plan

  The long-term plan is to open the new location. TNH is a small clinic so every employee will be communicated the plan and included in the discussion. Dr. McKaye is in charge of this plan and anything that relates to it. The short term supportive plans to acquire new patients, fill service gaps, improve operational/service efficiencies, and to increase satisfaction will only be communicated to therapists, the owner, and the COA. Plans and actions pertaining to these goals will ultimately be reported to the COA.