1) Ten years from now: you are hired as the new Operations Manager for the department of pharmacy in a local hospital. For the past 3 years, errors have been increasing, employee turnover has increased, and the level of service from the department has dwindled. As an incoming manager, explain in 1-2 short paragraphs what you will do to build employee engagement and therefore help correct the issues that have been plaguing the department.

2) Scenario: You obtain a position as a community pharmacist in a small town that is owned by a pharmacist who is on the verge of retirement. You have an idea that you want to expand the clinical services of the pharmacy. As a certified immunizer, you decide that you want to implement vaccine services.

Utilizing all of the modern four Ps (People, Processes, Programs, and Performance), describe the marketing plan you would put in place to build these services. (2-3 paragraphs)

3) Referring to the previous scenario in question 2), describe in one to two sentences the cost objects that will be factored into the budget when starting the immunization service.

1. List up the IoT based Big data (AI) services

2. Build BCG Matrix dimensions (Define X-axis/Y-axis)

3. Assess services based on your BCG Matrix

Question 5 (1 point)

Process control is about using the data generated by the execution of a business process in order to extract insights about the actual performance of the process and conforming appropriately.

Question 8 (1 point)

Within conformance control flow, the ordering constraint indicates two or more tasks can't co-occur in the same case.

Question 9 (1 point)

Which of the following types of information are primary in providing business insights from BPMS data?

Question 11 (1 point)

Which advantage category applies to the following incentive to introduce BPMS in the organization?:

The clients of a company complain that they can only get very shallow updates on the progress of the orders they make. The IT manager of that organization looks into the use of a BPMS to capture and provide status information on all these orders.

Suppose that the mean retail price per gallon of regular grade gasoline in the United States is $3.45 with a standard deviation of $0.20 and that the retail price per gallon has a bell-shaped distribution. (a) What percentage of regular grade gasoline sold between $3.25 and $3.65 per gallon? % (b) What percentage of regular grade gasoline sold between $3.25 and $3.85 per gallon? % (c) What percentage of regular grade gasoline sold for more than $3.85 per gallon? %

1) Envision a time in your future career as a pharmacist that you will need to develop a business plan for some business endeavor. In one to two short paragraphs, describe the purpose of your business plan, why it is necessary, and also what benefits you hope to see as a result of writing this plan.

2) If, as a manager, you could only pick one financial ratio to look at on a weekly/monthly basis, which would it be?

   a) Write/type out the equation

   b) Discuss (1-2 short paragraphs) why you picked that equation, what information that would give you on your business’ or department’s performance, and how you would use that to better your business/department.

3) Describe in 1-2 short paragraphs, a) the purpose of the following types of financial statements and b) why as a leader/manager you must be familiar with them:

   - Balance sheet

   - Income statement

   - Capital statement

If you were VP of strategic planning for a large multi-busines company, would you use portfolio planning techniques in your work? If so, for what purposes? If not, why not? Would your preference be to use the GE-McKinsey nine-box matrix or the BCG matrix? Explain the rationale behind your choice.

Essay Questions

1. Licensing and Management Contracts Versus Producing Abroad. What are the advantages and disadvantages of licensing and management contracts compared to producing​ abroad?

2. Common Forms. Define the following types of political​ risk:

a. Adverse regulatory change

b. Breach of contract

c. Expropriation

3. Expropriation Distinctions. Answer the​ following:

a. What is the difference between expropriation and creeping​ expropriation?

b. What is the difference between direct and indirect​ expropriation?

In 300 words or more, please explain the following. What are the sources of demand in an MRP system? Are these dependent or independent, and how

are they used as inputs to the system?

Marketing channel levels and its function. With example

( 500 words)

1- Briefly describe ONE Provider complaint that formed the basis of the Managed Care Backlash.

2- Briefly describe ONE Health Plan Member complaint that formed the basis of the Managed Care Backlash.

Please post two email usage guidelines that you feel are most important to follow and tell us why you feel those guidelines are important (guidelines may be found online or from your experience).

1. Be concise and to the point.

Do not make an e-mail longer than it needs to be. Remember that reading an e-mail is harder than reading printed communications and a long e-mail can be very discouraging to read.

2. Answer all questions, and pre-empt further questions.

An email reply must answer all questions, and pre-empt further questions – If you do not answer all the questions in the original email, you will receive further e-mails regarding the unanswered questions, which will not only waste your time and your customer’s time but also cause considerable frustration. Moreover, if you are able to pre-empt relevant questions, your customer will be grateful and impressed with your efficient and thoughtful customer service. Imagine for instance that a customer sends you an email asking which credit cards you accept. Instead of just listing the credit card types, you can guess that their next question will be about how they can order, so you also include some order information and a URL to your order page. Customers will definitely appreciate this.

3. Use proper spelling, grammar & punctuation.

This is not only important because improper spelling, grammar and punctuation give a bad impression of your company, it is also important for conveying the message properly. Emails with no full stops or commas are difficult to read and can sometimes even change the meaning of the text. And, if your program has a spell checking option, why not use it?

4. Make it personal.

Not only should the e-mail be personally addressed, it should also include personal i.e. customized content. For this reason auto replies are usually not very effective. However, templates can be used effectively in this way, see next tip.

5. Use templates for frequently used responses.

Some questions you get over and over again, such as directions to your office or how to subscribe to your newsletter. Save these texts as response templates and paste these into your message when you need them. You can save your templates in a Word document, or use pre-formatted emails. Even better is a tool such as ReplyMate for Outlook (allows you to use 10 templates for free).

6. Answer swiftly.

Customers send an e-mail because they wish to receive a quick response. If they did not want a quick response they would send a letter or a fax. Therefore, each e-mail should be replied to within at least 24 hours, and preferably within the same working day. If the email is complicated, just send an email back saying that you have received it and that you will get back to them. This will put the customer's mind at rest and usually customers will then be very patient!

7. Do not attach unnecessary files.

By sending large attachments you can annoy customers and even bring down their e-mail system. Wherever possible try to compress attachments and only send attachments when they are productive. Moreover, you need to have a good virus scanner in place since your customers will not be very happy if you send them documents full of viruses!

8. Use proper structure & layout.

Since reading from a screen is more difficult than reading from paper, the structure and lay out is very important for e-mail messages. Use short paragraphs and blank lines between each paragraph. When making points, number them or mark each point as separate to keep the overview.

9. Do not overuse the high priority option.

We all know the story of the boy who cried wolf. If you overuse the high priority option, it will lose its function when you really need it. Moreover, even if a mail has high priority, your message will come across as slightly aggressive if you flag it as 'high priority'.

10. Do not write in CAPITALS.

IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING. This can be highly annoying and might trigger an unwanted response in the form of a flame mail. Therefore, try not to send any email text in capitals.

11. Don't leave out the message thread.

When you reply to an email, you must include the original mail in your reply, in other words click 'Reply', instead of 'New Mail'. Some people say that you must remove the previous message since this has already been sent and is therefore unnecessary. However, I could not agree less. If you receive many emails you obviously cannot remember each individual email. This means that a 'threadless email' will not provide enough information and you will have to spend a frustratingly long time to find out the context of the email in order to deal with it. Leaving the thread might take a fraction longer in download time, but it will save the recipient much more time and frustration in looking for the related emails in their inbox!

12. Add disclaimers to your emails.

It is important to add disclaimers to your internal and external mails, since this can help protect your company from liability. Consider the following scenario: an employee accidentally forwards a virus to a customer by email. The customer decides to sue your company for damages. If you add a disclaimer at the bottom of every external mail, saying that the recipient must check each email for viruses and that it cannot be held liable for any transmitted viruses, this will surely be of help to you in court (read more about email disclaimers). Another example: an employee sues the company for allowing a racist email to circulate the office. If your company has an email policy in place and adds an email disclaimer to every mail that states that employees are expressly required not to make defamatory statements, you have a good case of proving that the company did everything it could to prevent offensive emails.

13. Read the email before you send it.

A lot of people don't bother to read an email before they send it out, as can be seen from the many spelling and grammar mistakes contained in emails. Apart from this, reading your email through the eyes of the recipient will help you send a more effective message and avoid misunderstandings and inappropriate comments.

14. Do not overuse Reply to All.

Only use Reply to All if you really need your message to be seen by each person who received the original message.

15. Mailings > use the Bcc: field or do a mail merge.

When sending an email mailing, some people place all the email addresses in the To: field. There are two drawbacks to this practice: (1) the recipient knows that you have sent the same message to a large number of recipients, and (2) you are publicizing someone else's email address without their permission. One way to get round this is to place all addresses in the Bcc: field. However, the recipient will only see the address from the To: field in their email, so if this was empty, the To: field will be blank and this might look like spamming. You could include the mailing list email address in the To: field, or even better, if you have Microsoft Outlook and Word you can do a mail merge and create one message for each recipient. A mail merge also allows you to use fields in the message so that you can for instance address each recipient personally. For more information on how to do a Word mail merge, consult the Help in Word.

16. Take care with abbreviations and emoticons.

In business emails, try not to use abbreviations such as BTW (by the way) and LOL (laugh out loud). The recipient might not be aware of the meanings of the abbreviations and in business emails these are generally not appropriate. The same goes for emoticons, such as the smiley :-). If you are not sure whether your recipient knows what it means, it is better not to use it.

17. Be careful with formatting.

Remember that when you use formatting in your emails, the sender might not be able to view formatting, or might see different fonts than you had intended. When using colors, use a color that is easy to read on the background.

18. Take care with rich text and HTML messages.

Be aware that when you send an email in rich text or HTML format, the sender might only be able to receive plain text emails. If this is the case, the recipient will receive your message as a .txt attachment. Most email clients however, including Microsoft Outlook, are able to receive HTML and rich text messages.

19. Do not forward chain letters.

Do not forward chain letters. We can safely say that all of them are hoaxes. Just delete the letters as soon as you receive them.

20. Do not request delivery and read receipts.

This will almost always annoy your recipient before he or she has even read your message. Besides, it usually does not work anyway since the recipient could have blocked that function, or his/her software might not support it, so what is the use of using it? If you want to know whether an email was received it is better to ask the recipient to let you know if it was received.

21. Do not ask to recall a message.

Biggest chances are that your message has already been delivered and read. A recall request would look very silly in that case wouldn't it? It is better just to send an email to say that you have made a mistake. This will look much more honest than trying to recall a message.

22. Do not copy a message or attachment without permission.

Do not copy a message or attachment belonging to another user without permission of the originator. If you do not ask permission first, you might be infringing on copyright laws.

23. Do not use email to discuss confidential information.

Sending an email is like sending a postcard. If you don't want your email to be displayed on a bulletin board, don't send it. Moreover, never make any libelous, sexist or racially discriminating comments in emails, even if they are meant to be a joke.

24. Use a meaningful subject.

Try to use a subject that is meaningful to the recipient as well as yourself. For instance, when you send an email to a company requesting information about a product, it is better to mention the actual name of the product, e.g. 'Product A information' than to just say 'product information' or the company's name in the subject.

25. Use active instead of passive.

Try to use the active voice of a verb wherever possible. For instance, 'We will process your order today', sounds better than 'Your order will be processed today'. The first sounds more personal, whereas the latter, especially when used frequently, sounds unnecessarily formal.

26. Avoid using URGENT and IMPORTANT.

Even more so than the high-priority option, you must at all times try to avoid these types of words in an email or subject line. Only use this if it is a really, really urgent or important message.

27. Avoid long sentences.

Try to keep your sentences to a maximum of 15-20 words. Email is meant to be a quick medium and requires a different kind of writing than letters. Also take care not to send emails that are too long. If a person receives an email that looks like a dissertation, chances are that they will not even attempt to read it!

28. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks.

By sending or even just forwarding one libelous, or offensive remark in an email, you and your company can face court cases resulting in multi-million dollar penalties.

29. Don't forward virus hoaxes and chain letters.

If you receive an email message warning you of a new unstoppable virus that will immediately delete everything from your computer, this is most probably a hoax. By forwarding hoaxes you use valuable bandwidth and sometimes virus hoaxes contain viruses themselves, by attaching a so-called file that will stop the dangerous virus. The same goes for chain letters that promise incredible riches or ask your help for a charitable cause. Even if the content seems to be bona fide, the senders are usually not. Since it is impossible to find out whether a chain letter is real or not, the best place for it is the recycle bin.

30. Keep your language gender neutral.

In this day and age, avoid using sexist language such as: 'The user should add a signature by configuring his email program'. Apart from using he/she, you can also use the neutral gender: ''The user should add a signature by configuring the email program'.

31. Don't reply to spam.

By replying to spam or by unsubscribing, you are confirming that your email address is 'live'. Confirming this will only generate even more spam. Therefore, just hit the delete button or use email software to remove spam automatically.

32. Use cc: field sparingly.

Try not to use the cc: field unless the recipient in the cc: field knows why they are receiving a copy of the message. Using the cc: field can be confusing since the recipients might not know who is supposed to act on the message. Also, when responding to a cc: message, should you include the other recipient in the cc: field as well? This will depend on the situation. In general, do not include the person in the cc: field unless you have a particular reason for wanting this person to see your response. Again, make sure that this person will know why they are receiving a copy.

Q1 The highly contagious novel coronavirus SARS-CoV-2 also called coronavirus disease of 2019 (COVID-19) is a global health emergency of unprecedented proportions. The ongoing loss of life globally as well as the virus’ ability to spread rapidly through communities, has generated a need for significant changes to the foundations of the well and least developed countries. In the last few months, political leaders globally have been making new announcements to respond to COVID-19 impacts, on both people and the economy. These have been crucial steps to ensure public safety and financial stabilization. As it stands now, nobody knows how long this crisis will last, but we do know that when it finally recedes our world will look very different. This crisis has not just created new disasters, it has exposed the flaws of our existing system. Several leaders have done well including few female leaders like Taiwan’s president, Tsai Ing-wen; New Zealand’s prime minister, Jacinda Ardern; the German chancellor, Angela Merkel; and Denmark’s prime minister Mette Frederiksen. In the case of Ghana, the Ghanaian government has so far followed a step-by-step model, including initiating travel restrictions outside the country, restrictions on events and on places of social gathering including churches, schools, restaurants, theatres and gyms and now currently just lifted a 21-day partial locked down in two of the most affected regions in Ghana. Inequality in Ghana meant that now, in this time of deep need, we risk sacrificing the health and safety of vulnerable people for whom the social safety net has been weakened. Several proposals, both economic and health related are suggested to assist the entire nation. Health care workers and security personnel have become heroes. Government has been asked to show leadership in transforming or restoring the economy to one that works toward well-being for all as it takes steps to gradually relax the restrictions. It is believed that the brighter side to the crisis is the momentum and opportunity to shift our systems to prioritize our care and wellbeing in the long run.

a. Explain how decisional and informational roles of leaders can influence the effective management of the COVID-19 crisis in Ghana.

b. In the management of the health crisis, how can technical, human, and conceptual skills be relevant for the Minister of health to enable him rally around health workers?

c. The internal and external environment will cause changes for companies in Ghana (Large, Medium, and small-Scale Enterprises) during this crisis. Explain

d. Discuss two (2) ways by which transformational leadership style can be relevant to the management of the crisis at all levels of management. e. Explain four (4) ways by which scientific management play a role in the management of a modern crisis such as the COVID-19.

What kind of data might you give up when using a cash register, a website, or a loyalty card, or when calling a firm’s customer support line. How might firms leverage this data to better serve you and improve their performance?