Please review the assignment and requirements prior to submitting a bid. You will be required to select one reading from each chapter and summarize with a minimum of 250 words. I submitted 2 options from each chapter for you to choose from. Part 2 will be 3-6 pages. 

Part I

For each of the lessons you were presented with two required readings. Choose one required reading article from each lesson and summarize the article and explain its importance to understanding managed care. Each summary should be a minimum of 250 words. Combine all summaries into one Word document.

Part II

Explain why the following course objectives are important to understanding managed care:

Describe the basic components of quality and utilization management, including structure, process, and outcome. 

Identify and describe the basic structure of governance and management in payer organizations. 

Understand the basic issues involved with Medicare Advantage and managed Medicaid plans. 

Describe the basic structure of state and federal oversight of managed care organizations (MCOs).

Include at least 3 scholarly articles as a part of your response as well as a minimum word count of 750 words. Overall response will be formatted according to APA style and the total assignment of Part II should be between 3-6 pages, not including title page and reference page.

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First Wealth Bank had outsourced its customer interactive services operations to Customer Calling Services (CCS) about 5 years ago. First Wealth Bank guaranteed minimum volume of 300,000 calls per year with the rate of $4.50 USD. Over the last two years, the service performance of CCS has deteriorated to such an extent that First Wealth Bank is considering cancelling the contract. CCS has been collecting the data on the duration the representatives were available to answer the calls and the hold time. The data for the last few months is shown in Table 1. The performance measures that were of interest to First Wealth Bank were:

1. Provide first call resolution to at least 75% of calls 2. Resolve minimum 90% of inquiries within 5 days

Furthermore, First Wealth Bank was monitoring the data on number of people who were unable to get answers from CCS.

The Quality Assurance (QA) department conducts regular inspections of recorded conversations between the callers and representatives. A rating based on the scale of 1-5 is assigned to the calls based on friendliness, accuracy, and suitable advice given to the callers. The table below shows the description of ratings:

It has been observed that the quality check results of the two QA analysts, John and Miranda, vary sometimes. Therefore data for 20 voice recordings was

Ratings Definition

1 Perfect response

2 Good response

3 Average response

4 Poor response

5 Very bad response

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collected to verify the repeatability and reproducibility of QA activities. Table 2 shows the results of their assessments for each voice recording.

A couple of other problems with CCS are their inability to hold on to the experienced workforce and the time it takes to hire experienced individuals. CCS decides to hire an expert on Six Sigma methodology to help them improve the call center operations and to improve the performance to a level that is acceptable to the client. CCS also wants to ensure that the Average Handle Time (AHT) is maintained during the course of this project. CCS has 6-8 months to turn around the performance of the company or potentially lose contract.

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Data Tables

Table 1

Month Number of Reps Number of Calls AHT First Calls Resolution 5 Day Resolution FCR % 5DR % Jan-14 20 22,858 4.17 16,458 15,822 72.0% 69.2% Feb-14 20 28,963 3.40 22,910 22,092 79.1% 76.3% Mar-14 20 23,070 4.91 15,826 16,697 68.6% 72.4% Apr-14 19 29,933 2.46 26,375 21,454 88.1% 71.7% May-14 19 26,633 4.49 15,554 19,663 58.4% 73.8% Jun-14 19 27,638 3.97 21,266 20,788 76.9% 75.2% Jul-14 19 24,553 2.93 23,167 20,136 94.4% 82.0%

Aug-14 20 29,897 3.27 19,913 22,544 66.6% 75.4% Sep-14 20 23,418 4.05 16,346 18,788 69.8% 80.2% Oct-14 21 22,901 3.89 18,756 14,910 81.9% 65.1% Nov-14 20 22,250 5.59 15,308 15,301 68.8% 68.8% Dec-14 20 27,482 4.02 16,324 22,585 59.4% 82.2% Jan-15 20 24,599 4.67 20,366 17,138 82.8% 69.7% Feb-15 20 26,413 3.14 25,281 15,187 95.7% 57.5% Mar-15 19 24,840 4.87 16,221 17,691 65.3% 71.2% Apr-15 19 27,011 3.43 17,368 17,708 64.3% 65.6% May-15 18 21,166 4.85 17,400 14,749 82.2% 69.7% Jun-15 18 28,871 3.62 26,417 21,618 91.5% 74.9% Jul-15 17 24,515 4.19 21,003 19,949 85.7% 81.4%

Aug-15 19 21,244 3.73 14,573 14,191 68.6% 66.8% Sep-15 20 29,950 4.02 23,766 22,833 79.4% 76.2% Oct-15 20 21,387 6.08 14,950 14,990 69.9% 70.1% Nov-15 20 23,906 3.57 18,848 19,047 78.8% 79.7% Dec-15 20 27,199 4.03 24,115 24,258 88.7% 89.2%

HISTORICAL BASELINE DATA (Table 1)

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Table 2

Voice Sample Master Appraiser John Trial 1 John Trial 2 Miranda Trial 1 Miranda Trial 2 1 3 3 2 3 3 2 2 2 2 2 2 3 2 2 2 2 2 4 4 4 3 4 4 5 2 1 1 1 1 6 5 5 4 5 5 7 4 4 4 5 4 8 3 3 2 3 3 9 3 3 3 3 3

10 4 4 5 4 4 11 2 2 1 2 2 12 3 3 3 3 3 13 5 5 4 5 5 14 2 2 2 2 2 15 2 2 2 2 2 16 2 2 2 2 2 17 2 2 2 2 2 18 4 4 3 4 3 19 3 3 3 3 3 20 2 2 2 2 2

Table 2

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Exercises

Read case study then answer the following questions

Exercise 1

Process capability Indices

Using the data given in Table 1, determine the process capability indices for performance metric. Provide the appropriate interpretation for the process capability indices drawn, based on the available data.

A. ‘First Call Resolution’. The specification limits for the FCR are; LSL=75% and USL=100%.

B. ‘5 Day Resolution’. The specification limits for the 5DR are; LSL=90% and USL=100%.

Exercise 2

A. What kind of data is shown in Table 2? Which method would you use for measurement system analysis (MSA) to verify the repeatability and reproducibility of QA results? Conduct the appropriate MSA.

B. Determine the potential causes why CCS fails to meet First Call Resolution targets consistently.

C. Brainstorm and propose solutions for elimination of causes for failure to meet FCR targets.

Exercise 3

FMEA

Identify potential failure modes and their effects for the solutions proposed in Exercise 2 using learning on FMEA.

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How do informal financial transfers such as the chop and hawala facilitate money laundering? How are they similar?

Which four international unions have historically been dominated by organized crime and what sorts of crime have they been involved in?

What is money laundering? Secondly, explain the associated terms: placement, layering, integration, and smurfing.

What is a criminal conspiracy?  Secondly, state the three main types discussed in the text, and describe each?

Identify what you think are the five most important federal statutes against organized crime?  Clearly and separately explain why you chose each as the most important? Explain the objective impact of each in combating organized crime?

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Submit as 2-3 page word document through this assignment link.  Must make sure this is in your own words, with proper citations.   Please take care – you must not plagiarize others' work, purposely or accidentally.  Either way, that is considered to be a violation 

Research Topic: Parasitic Protists – protozoan diseases
1) Research: Name three common diseases caused by protoazoans.
2) Choose one parasitic protist to go into more depth with.
3) For the parasitic protist you have chosen –
    a) What is the type of protist (superclade/clade) ?
    b) What is the life cycle of the protist – include how it is transmitted to humans.
    c) What are the symptoms of the disease?
    d) What is the most effective way to prevent the transmission to humans?
    e) If a human is infected, what are some common treatments?
    f) Why are protozoan infections more difficult to treat than bacterial infections?
4) Answer these questions – include evidence to support your opinion:
    a) What role, if any do you think that the United States should play in the prevention and treatment of these types of diseases?
    b) What is the most effective way to treat these diseases? (Prevention/Drugs/Education)
    c) Why do developing countries (formerly known as third world) have a higher incidence of parasitic protist infections than developed countries?

Use MLA citation for your sources

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For this assignment, develop four questions that could be asked of Alice Jones, senior Netflix executive, during an upcoming negotiation session. This information should be helpful in crafting an integrative bargaining proposal, i.e., a win-win situation that increases the likelihood of reaching a mutually beneficial outcome.

In other words, it meets, as best as possible, the extrinsic and intrinsic interests of both parties.

Specifically, you should keep these criteria in mind:
1.Create questions that will obtain information about Alice Jones’ interests in the bargaining session. They should cover all four categories: open, closed, alternative, and leading, as defined below. Possible questions could explore Alice Jones’ short- and long-term career plans, personal interests, and any personal challenges she may be facing. In other words, you are trying to determine Alice Jones’ zone of potential agreement (ZOPA) and her best alternative to a negotiated agreement (BATNA).
Open-Ended or Socratic Questions—Begin with who, what, when, where, how, and why. Example: “Why aren’t you taking some time off?”
Closed Questions—Can be answered with “yes” or “no.” Example: “Are you ready to begin?”
Alternative Questions—Offer the listener a choice with a few options. Example: “Do you want to start the meeting at 3:00 or 4:00?”
Leading Questions—Are aimed at soliciting a particular point of view. Example: “The new vacation policy is very fair, don’t you think?”
2. Make sure the parameters of your questions are within acceptable legal limits, e.g., avoiding topics such as age, marital status, any disabilities, religion, race, pregnancy-related questions. For legal advice, click on this Investopedia link: 8 Things Employers Aren’t Allowed To Ask You.
3. Compare and contrast the value of each type of question and whether it will advance an integrative bargaining position. Refer to the following link for an excellent guide on integrative bargaining and crafting questions that identify interests of the other party: Integrative or Interest-Based Bargaining.
4. Explain the possible impact of each question, including whether it would improve the likelihood of success during the discussion(s) and how it would be perceived. In other words, how will the questions be perceived? Will they seem manipulative? Fair? Biased?

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Assignment 2: Marketing of the Acquisition by EDUS 

In this assignment, you will research information related to the marketing and promotion of the acquisition by EDUS and provide an assessment. Click here to review the EDUS case and consider the following: (Doc Attached)

Topics for Research and Analysis

Promotional Goals: Identify specific objectives related to the promotion of EDUS's acquisition of the institution. In addition, identify specific objectives related to informing potential students of new capabilities and offerings resulting from the acquisition. (Promotional goals vary. Some organizations need to create awareness of their product's benefits compared to competitors. Other promotional goals may involve communicating new uses for an item, or informing customers or lower prices.)

Business Environment: Identify cultural and legal factors that might influence promotional decisions – both in announcing the acquisition within the region and recruiting new students to the institution. (In some countries, certain information is required in television commercials selling products aimed at children.)

Media Plan: Analyze media availability to determine cost-efficient methods of communicating with potential students within the country and within the geographic region. (While television, radio, newspapers, magazines, and the Internet may be common in industrialized countries, developing economies may require other different media. In some countries, advertising messages are broadcast through large speakers mounted on moving trucks.)

Promotional Strategy: Compare the benefits of push-and-pull promotions for acquiring new students at the institution. Devise a promotional strategy that will help EDUS expand the student body and also inform potential students of increased capability of the institution resulting from this acquisition.

Economic, Cultural, and Political-Legal Environment: Investigate the economic, cultural, and political-legal environment that might affect promotional messages and media relevant to this acquisition.

Recommended Actions: Recommend EDUS actions related to promotional goals, needed adaptations due to cultural or legal factors, and a media plan. Provide evidence to support your recommendations.

Conclusions: Draw conclusions about the material you have presented. The opinions or judgments you present should be supported by your research.

By the due date assigned, submit a PowerPoint presentation (approximately 10 slides) providing your analysis and research findings on the topics indicated. You are expected to include statistical data when possible, including tables, graphs, and other visuals that support and enhance your study. Most importantly, all written assignments and responses should follow APA rules for attributing sources! Submit your document to the Submissions Area.

Discussion Grading Table 

Maximum Points

Developed information on all required areas of inquiry as stated in the activity. 40

Drew conclusions about promotional goals, business environments, and promotional strategies relevant to the acquisition of MCU. 50

Wrote in a clear, concise, and organized manner; demonstrated ethical scholarship in accurate representation and attribution of sources; displayed accurate spelling, grammar, and punctuation. 10

Total: 100 \

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The Application of the Saul Alinsky Approach 
The Industrial Areas Foundation of Saul Alinsky has been referred to numerously in community organization.  Review the Saul Alinsky, Community Organizing and Rules for Radicals (Links to an external site.)Links to an external site.  article, research the roots of this method, and then discuss its  application of “the ends justify the means” in today’s economy.  Address  whether this theory is still applicable.  Why or why not?  Under what  circumstances?  Provide a specific example to illustrate your  perspective.  Prepare a two- to- three page paper (excluding title and  reference pages) with a minimum of two scholarly, peer-reviewed sources  that were published within the last five years, in APA format.

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Write a 1,050- to 1,400-word paper in which you examine clinical psychology.

Address the following items:

• Discuss the history and evolving nature of clinical psychology.
• Explain the role of research and statistics in clinical psychology.
• Discuss the differences between clinical psychology and other mental health professions, including social work, psychiatry, and school psychology.

Include a minimum of two sources from peer-reviewed publications.

Format your paper consistent with APA guidelines.

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I would like you to post a one to two page short post in this threaded discussion tab. The post should reflect on what you have taken from the week’s assigned reading and what were the key takeaways from each reading assignment. I will not be grading you on structure and formatting but be conscientious about good grammar and spelling. Please prepare the post in a word document and then cut and paste into the weekly post/threaded discussion post box.

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1. After listening to the Jeffrey Sachs Reith lecture and the questions addressed to him afterwards, what are the criticisms against his viewpoint for change and our ability to make these changes come about? Address these issues in a 3 to 4 page paper.
Listening

Jeffrey Sachs Reith Lecture 2007