Many of us in Hospitality have launched programs, no doubt in marketing, probably some employee benefits related. We know how many of the pieces had to fit together for a smooth roll-out – the education process, the proper sign-offs, the script and implementation, as well as the trouble shooting. We have had successes, problems and most likely a few failures. Even the best laid plan do oft go astray (as noted by Mr. R. Burns). So, we who have opened hotels and restaurants know you always start with a “soft” launch and phase into full operations.
This health care launch is a mess. But, get over it – Obama Care is the law of the land.
Politicians have tried to derail the legislation, unsuccessfully, and, rather than do their jobs and run the government, they expend energies to poking that bath with holes. Mr. Obama has been like that Dutch boy, putting his fingers in the Health Care dam to withstand the leaks. He will prevail, maybe not with flying colors but certainly with the prominent program benefits in place.
Admittedly, this first stage - the application process from the official web site - has been an absolute debacle. Some of us have the good fortune to not have to enroll, whereas the currently uninsured must. I cannot image the confusion, frustration and probably disinterest that is now pervasive. We have been promised a “Tech Surge”. I like the sound of that, remembering those recent surges in Iraq and Afghanistan, but also looking at the results of those two as the wars closed down – hardly victories, rather ongoing political stand-offs with a future very murky. Hopefully, these technical problems with the implementation will be mere “blips” rather than irreparable tears in the fabric of the legislation. Only time will tell on this.
You would have thought that this Health Care roll out would have been better planned and implemented. The Health Care concept is on the grand social scale, impacting in some fashion almost every American. Rather than sling arrows, I would prefer to see the energies directed to correcting the “glitches” and making this rocky implementation process complete.
Ultimately, we citizens are the ones who will make this program work, not those elected officials in Washington. It is so easy to join the clamor, pulsating with political agendas. As the raucous parade and shaky implementation process stumbles along, do keep in mind that this is the law, and the mission will not be aborted.
John Hendrie is the author of the LRA blog 'A Guy Walks In'. LRA is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability. We have built a range of quality assurance, mystery shopping, research, training and consulting solutions to help them do so.
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