Analysis

Business Process

A business process is a network of activities that generate value by transforming inputs into outputs and helps us to figure out what type of information system the industry needs. There are two types of business processes, structured and dynamic.
For structured business processes, use Medication Order which includes dietary orders and PCC-Patient Centered Care, staffing and scheduling, a resident roster which includes admission, discharge, and transfers, also they have Inventory to handle the medical supplies and bed availability, and the human resources department, which in charge of the hiring process and training of employees.
For dynamic business processes, Preferred Care at Wall uses Social Media to promote its center and to give announcements/updates. 

How The Information Systems Support the Business Processes

Information Systems is an assembly of hardware, data, software, procedures, and people that produce information. Preferred Care at Wall has multiple products and process implementations that give them a competitive advantage. They have short and long-term care. This means that along with their high variety of services, they can help patients for either a long or short period of time. This is different from their competitors because most rehabilitation centers have only long-term patients. Additionally, they have a user-friendly website. Having a user-friendly website is beneficial because it allows consumers to have a smooth first-time experience on their website, and this website is also used for the structured business process to the human resources department. Preferred Care at Wall has a section of “careers” on their website where candidates can look for a job position. First impressions are everything, so having an easy-to-navigate website definitely provides an edge. Preferred Care also has information systems for visitation schedules. This allows the process for when a patient comes in to run more smoothly because everything is already scheduled. Along with that, it would be known which doctor is assigned to each patient. In addition, another information system used by Preferred Care at Wall is Facebook, which is used to promote the Center and make announcements, and to post job fairs as well.

One thing that Preferred Care at Wall should consider implementing is having sign-ups for a tour of the facilities available on their website. Currently, the consumer has to call the company in order to schedule a tour. By having there be a scheduling system online, the phone system would not be backed up, and it would be easy for a consumer to schedule an appointment.

Social Media IS

Social media IS is an information system that supports the sharing of content among networks of users. Preferred Care only has one social media provider, which is Facebook. https://www.facebook.com/preferredcareatwall/

                                                                 

Sales and Marketing

    The value chain activity that we are analyzing is sales and marketing, which leads us to analyze the dynamic business process that is marketing. Preferred Care at Wall uses social media to hire and create peer-to-peer support as well as peer-to-peer sales. However, since we are analyzing sales and marketing, Preferred Care at Wall is focusing on the peer-to-peer sales, which happens when customers share their experience with Preferred Care at Wall with other peers; however, this also has some risks such as loss of credibility, that’s why credibility is important to persuade customers to use our services. There is a Youtube video about Preferred Care at Wall that shows patients giving testimonials about their experience at the Center, and employees explaining the benefits and services provided by the Center. https://youtu.be/uhJ_3sIBitw

Social Capital 

Social capital is the social relations the company puts forth with the expectation of marketplace returns. The value of social capital is the number of relationships, strength of relationships, and resources controlled. Social capital adds value in four main ways: information, influence, social credentials, and personal reinforcement. The textbook states a generic social capital formula as Social Capital = Number of Relationships x Relationship Strength x Entity Resources. This form of the social capital formula is more widely acceptable and accurate than Social Capital = Number of Relationships + Relationship Strength + Entity Resources. 

SMIS

- Define your goals→ The goal is brand awareness, Preferred Care at Wall focuses on users recognizing the brand, being Preferred Care at Wall is the first name that comes to mind to users when they think about a Rehabilitation Center.

  

- Identify success metrics → Preferred Care at Wall measures the metrics by looking at how many people have liked its page, and follow its page.

 - Identify Target Audience- Elderly and family with disabilities

- Define your value- In social media, Preferred Care at Wall provides news, such as new services that are opening; entertainment, such as posts about residents/patients participating in different activities, as well as employee recruiting information. In addition, Preferred Care at Wall also posts some FAQ about their services.

 

 

- Make personal connections- They do make personal connections. Around Christmas time, they posted videos of carolers that came to the center, showing that it is not a boring place. So it personally shows how the center would be and treat you. 

 

-Gather and analyze data- Preferred Care at Wall uses Facebook Page Insights to gather the necessary data in order to make decisions.

SMIS Security

Preferred Care in Wall addresses SMIS security concerns by following normal professional social media policy:   

•   Respect the privacy

•   Internet is a public space

•   Internet remembers what happens on it

•   Preferred Care asks the employees who spot potential social media issues that might merit the company's response to report to the communications or legal teams.

•  Preferred Care always asks employees to refrain from discussing the conversations that are offline

•   They always say to protect the personal information and conversations or statements unless you have the written permission.

•   Bringing something else into the online conversation without their own permission can prove destructive or can cause misunderstanding or can violate laws, contracts, and confidential agreements.

Preferred Care at Wall deals with unfavorable reviews

•   They address the reviewer personally by their name which means a lot of the reviews. They think that the company is taking reviews seriously

•   By apologizing and taking responsibility.

•   They ask for a second chance always to make things right

Enterprise Social Network (ESN)

    An enterprise social network (ESN) is a software platform that uses social media to facilitate the cooperative work of people within an organization. Enterprise 2.0 is the use of emergent social software platforms within companies. McAfee defined six characteristics that he refers to with the acronym SLATES. Search, people have more success searching than they do in finding structured content. Links, to enterprise resources (like on the Web).  Authoring, and creating enterprise content via blogs, wikis, discussion groups, presentations, etc. Tags and flexible tagging (like Delicious) result in folksonomies of enterprise content. Extensions, using usage patterns to offer enterprise content via tag processing (like the style of Pandora). Signals, pushing enterprise content to users based on subscriptions and alerts. 

The Cloud

The structured and dynamic business processes have been analyzed; however, our structured business process which is inventory uses Point Click Care as an information system, and it is a cloud-based Software-as-a-Service (SaaS) platform. The operating systems that Point Click Care supports are  Microsoft Windows, specifically IE 11 on Windows 10, and Microsoft Edge as the default browser,  which is set up for all the desktops at the company.  Preferred Care at Wall also outsources Microsoft 365 to communicate by Outlook email, as well as other applications such as Word, Excel, PowerPoint, Access, and secure cloud services such as OneDrive. Preferred Care at Wall has a Local Area Network (LAN) that connects all the computers in the company.

            As stated previously, Preferred Care at Wall website URL contains a protocol and a domain name. The type of protocol it uses is https, which is a secured version of http, and indicates that a web browser is using SSL/TLS protocol to provide secure communication.

Information Systems Security

The three types of threats to IS security are human errors which include accidental problems caused by both employees and nonemployees, computer crime where employees and former employees intentionally destroy data or other system components, and natural events and disasters which include fires, floods, hurricanes, earthquakes, tsunamis, avalanches, and other acts of nature. Fortunately referred Care has not had to face any of these types of threats to any of their systems.

The types of IS losses include unauthorized data disclosure, incorrect data modification, faulty service, denial of service, and loss of infrastructure. There have been a few instances at Preferred where employees will incorrectly modify an employee’s scheduled days to have more vacation days; these employees were terminated immediately after discovering their wrongdoings. Faulty services have also occurred in the past where patients received the wrong medications or treatments due to accurately giving them to the correct individual.

At Preferred Care their security policies include computerized medical records to ensure every staff member is on the same page and information about each resident is clearly recorded. Pre-packaged medication is used to prevent overmedication along with ensuring nobody can take medication without authorization. They use cameras, motion detectors, and locked doors as a way to secure the building and technology. Have all employees go under training to Understand and be compliant with HIPAA rules and regulations.  If an employee receives a suspicious e-mail, phone call, or text message, or a computer is displaying unusual behavior,  they notify the IT department immediately. Lastly, they enforce a strong password policy for their employees when using PCC. 

When it comes to safeguards, Preferred uses many types of Human safeguards such as employee training, education, and procedure design to ensure the reliability of their employees. They also use technical safeguards to protect patient information in their systems.  Preferred Care uses its IT department which certified employees to address any security incidents. 

Recommendations

Preferred Care at Wall faces some problems such as not many users interacting on social media, sometimes inefficient and lacking access to the limited number of computers with PCC, and when entering inventory information into PCC there is a possibility of inputting duplicate medications. Therefore, we suggest some recommendations:

• First impressions are everything, so having an easy-to-navigate website definitely provides an edge.  
• Preferred Care at Wall should consider implementing sign-ups for a tour of the facilities available on their website. Currently, the consumer has to call the company in order to schedule a tour. By having there be a scheduling system online, the phone system would not be backed up, and it would be easy for a consumer to schedule an appointment. This allows the process for when a patient comes in to run more smoothly because everything is already scheduled.
• As for information security recommendations, Preferred Care at Wall should Implement vendor-supported operating systems and browsers to protect from online threats. 
• Purchase mobile devices such as tablets to be able to use PCC in many different locations.


• About information system security, having pre-planned incident response steps would help for an immediate and more organized response and can spare many unnecessary business impacts and associated reputational harm. When a security incident occurs, every second matters.