2 3 Luxe Espresso “Our original store, with the best looking boys on the block.” (Luxe Sydney, Bondi-Espresso, 2014) Shop 3078 Level 3 Westfield Bondi Junction 500 Oxford Street Bondi Junction NSW...

Consulting Report        1
Name of the Student:
Name of the Institution:
Roll No:
Date of Submission:
Executive Summary
The organisation that is selected is the Aged Care Home. The name of the organisation is Bupa Aged Care. The report looks at some of the issues that could have arisen in the organisation in the customer service process that goes on during the admission, registration and the moving in process. The report has the background of the industry and the organisation, along with information about the service process, which includes a process flow chart. It looks at the employee management techniques and value chains of the organisation. It also provides recommendations and implementation ideas for the recommendations as well.
Contents
Introduction    4
Industry Background    4
Organisation Background    5
Customer Service process    6
Process Control Chart    8
Current Management Issues    11
Value Chain    12
Recommendations    13
Implementation    14
Conclusion    14
References    16
Introduction
The organisation is Bupa Aged Care, which is one of the leading residential aged care providers in Australia. The organisation is one of the leading organisations in aged care around the world.
Aged care in the country is constantly undergoing change for the better, and since the number of aged people in the world are increasing every day, this is a very important step in the right direction.
The following report looks at the admission, registration and moving-in process at the organisation. The following essay will look at the background of the industry and the background of the organisation. It will look at the customer service process, which in this report is the moving-in process. The report will assess the process thoroughly, and provide a process control chart of the process as well. It will also look at the current management issues and the value chain. The report also provides recommendations and implementation of the references as well.
Industry Background
The Aged Care Industry is an extremely important industry, in both Australia and the world. Due to improvements in science, especially in the field of medicine, the average person I able to live longer. However, in many cases, the people are too old, or diseased to live with their children or grandchildren. Thus, there are facilities and homes for the aged. These facilities and homes are important, since they can provide professional care for the aged in the country. Many of them are permanent residential homes, where the families of the people can come to visit the people occasionally (Gnanamanickam, et al, 2018). Many of them are temporary, such as on weekdays, when the family of the aged have work. Aside from this, there are many services that provide services for the aged, such as nurses and staff that come to the house of the aged person to take care of them. This is especially helpful when the aged can move around, but due to some issues, such as a surgery, they are unable to look after themselves on a temporary basis. All of the above are extremely helpful in providing the aged the care they need in order to live their days peacefully. The services that are offered by the industry are of immense value. In many of the residential homes of the aged, they are able to relax and enjoy for themselves. Some of the upper-level homes have beautiful gardens, community rooms for the people to enjoy and private rooms so that they can sleep by themselves in peace. The industry targets all types of consumers. For those that are living alone, and have the money to spare, there are expensive homes. For those who do not have as much money, there are moderately-priced homes as well. There are also government homes that are provided by the government.
Organisation Background
Bupa Aged Care is one of the country’s finest residential private aged care homes. It has over 70 care homes in the country, which also makes it one of the largest private residential aged care homes in the country. The organisation aims to implement the idea of preventive care, which reduces the need for hospitalisation. The organisation has more than 4 million customers in the country. The main point that makes them different from the competitors is their attention to the customer and the care that is given. Since the organisation specialises in preventive health care, they aim to put people first (Adebayo, et al, 2017). The organisation has a policy called the Person First Approach, where it is not only the aged person, but also their family that is given the utmost attention to. Many of the homes have an in-house GP and nurses, so that they are able to assist the patients in any way possible. They have the process of having regular reviews on the patient, and making sure that the patient is reviewed by a nurse regularly, so that they are familiar with the nurses, and can be calm around them. Since there is an in-house GP, the organisation can thus also provide the option of having minor surgical procedures performed on the grounds, so that the procedures are performed in a place that the people are the most comfortable in. These are some of the major factors that have made the organisation successful and resulted in them being pioneers in the aged care industry.
Customer Service process
The main customer service process that the organisation needs to improve in the process of admission and registration. The admission and registration process are the first process in which the organisation deals with the customer, and thus, has to be the most important...