White states that the complete knowledge management resource has four essential parts.

1- (Components of Knowledge Management)

White states that the complete knowledge management resource has four essential parts.

• Which do you find most surprising?
• Which do you think has the biggest impact on continuous improvement?
• Which do you think is most often under-utilized?

2- (Human Resource Management and Worker Loyalty)

Pick any one of the functions of Human resource Management listed on Exhibit 11.1 on page 350 of White and explain how poor performance in that function will affect worker loyalty?

3- (Actual vs. Perceived Fairness)

What is more important in Human Resources Management – actual fairness, perceived fairness, or marketplace equity? How does a senior manager reconcile among these?

4- (Nurses and Management of Resources)

The purpose of Nursing as defined in White includes “management of resources.” How does Nursing do this? Why do you think Nursing has been assigned this important role?

5- (Is Dietetics a Clinical Support Service?)

Please refer to page 398 in White. White classifies Food Service as part of Environment of Care Management, similar to Security and Parking as part of Guest Services. He does give slight mention to a therapeutic dietetics service and to Clinical Dietitians. Relook at the purposes of Clinical Support Services on page 252 and the functions as summarized in Exhibit 8.2 on page 254. Can you use these definitions to construct a case that that Dietetics is actually a Clinical Support Service?

6- (Make, Buy, or Affiliate?)

A small hospital in a well managed healthcare system can consider three ways to obtain a Clinical Support Service. It can hire its own professionals (make). Alternatively it can outsource the service to either a competitor or a specialized company (buy). Thirdly it could “affiliate”, arranging for training, procedures, and supervision through its system or one of its larger affiliates. Let’s assume we are talking about a Pharmacy service. What factors/issues should the hospital consider in deciding what to do? Who should be involved in the decision?

7- from case K : After reading Part 2 , what further actions might you suggest to improve professional integration, particularly between doctors and nurses?

8- from case G:

How could a centralized organizational development department support a culture of systemness at Worthington Health System?