Health Organization Case Study

Comprehensive Analysis of United Health Care and Singapore Airlines

United Healthcare Group and Singapore Airlines are major services providers with a global outlook. Despite their difference in line of operations, the two companies share many principles applied to steer them forward toward what they are today. Looking critically into the organizations’ structures they share a common desire to serve and spread globally, a preference for skilled staff and critical resources management, a culture that attracts and retains customers and motivates employees to work and an unquenchable motivation to satisfy and surpass the customer needs. The two companies have demonstrated repeatedly, as indicated in their rising performance, the willingness to serve humanity, and giving back to the community.

Network growth

Starting institutions have one goal of spreading into other territories through maximization of profit and investments of the accumulated gains. United Healthcare Group and Singapore Airlines are not strangers to this goal that inspires every institution. The United Healthcare Group has spread its institutions like a web across 130 countries and 50 states in the US (United Health Care, 2017). The company has 6000 facilities and one million services providers who are ready to serve patients and people with other needs (United Healthcare Group, 2017). This is a remarkable performance and an indicator of the company’s growth in offering health services to all humanity regardless of color, creed or any form or shape of distinction. In contrast, Singapore Airlines has a motto stating directing its mission to serve globally and provide benefits to its stakeholders as well (Sengupta & Sengupta, 2014). The two institutions have been able to perform remarkably well because of the nature of services they offer and willingness to adventure. Singapore Airlines have achieved remarkable feats like being the first airline to offer an opportunity for onboard customers to choose their meals, free headphones, inflight telephones and many more offers (Sengupta & Sengupta, 2014).

Resource Management

Resources are vital ingredients in any form of organization. Mismanagement of resources can lead to a temporary or indefinite closure of the institution. Resources may include human resources and financial or other forms of resources. Resources must be put in the right use that will ensure the fulfillment of the company’s goals. United Healthcare has a strict code of conduct that requires strict obedience from all employees. The code of conduct outlines the manner in which resources shall be handled either human or financial or information. It requires the taking of accurate records, places a ban on the selling of the organization’s resources or customer information for personal gains, and compliances to the set guidance’s (United Healthcare Group, n.d). Singapore Airlines has the same stance as it gives more priority to human resources since this is practically impossible to duplicate as opposed to infrastructures that can be tailored to copy others. The company follows a procedure that ensures the recruitment of best employees, training, and retention (Wirtz, Heracleous, & Pangarkar, 2008). The company also works hard to generate revenues through profits earned from its investments to support future operations and optimization of the collection procedures together with the utilization of the resources (Wirtz, Heracleous, & Pangarkar, 2008).  The success achieved by United Healthcare Group and Singapore Airlines demonstrates the impeccable resources management strategy adopted by the two institutions. Their ability to spread globally is also a testimony to the fact that resources acquisition and distribution are highly prioritized. With cooperation among their highly skilled teams, these corporations are competing favorably with others offering similar services.


Staffing generally is the human resources management activity. Having a special staff on board that corporate in working towards the company’s goal and mission is the desire of all managers. Overall, United Healthcare and Singapore Airlines are making a great investment in the human resources. Painstaking efforts are taken to educate with the intention of equipping the team with high operational skills to ensure the success of the companies.

Customer Satisfaction

            Patients are the customers of a health institution such as United Healthcare Corporation.Customer’s satisfaction can be measured through a collection of customer feedback by methods such as the use of a questionnaire or sampling customers for feedback report (Hill & Briefly, 2017). An industry may also choose to do benchmarking to improve their services to meet customer satisfaction. Achieving customer satisfaction is important in positioning the company at a vantage point. Singapore Airlines perform well in customer satisfaction through offering quality services, comfort, and a team that has a global outlook capable of speaking the major Asian languages such as Korean, Japanese, Indonesian, and Malay (Muhunthan, 2010). Through its commitment to customer satisfaction, the company is outdoing other airline companies such as Garuda Indonesia and is moving globally through international services (Muhunthan, 2010). United Healthcare Corporation has also done much to ensure that it meets the consumer needs. Its mission statement outlines its determined purpose in helping humanity live healthier lives (United Health Care, 2017). From this mission, we can see that United Healthcare team has a noble mission of not just helping those who report at their doors but the entire humanity by being an example that other institutions can imitate. The institution operates in other 130 countries globally and this emphasizes the huge impact they create on humanity (United Health Care, 2017). The management at Singapore Airlines and United Healthcare are doing considerably well in meeting consumer needs and moving the companies to a broader global stage.

Cultural Issues Influencing United Healthcare Performance

            Cultural practices form a central theme in all organizations as it shapes the identity of an organization (Alvesson & Sveningsson, 2015). United Healthcare has an outlined set of basic cultural principles that govern the conduct of its employees. These cultural aspects determine the customer perception of the Healthcare facility and may serve to draw clients or send them away. United Healthcare encourages its workers to exercise integrity (United Health Group, 2015). While operating along integrity, the institution sticks to ethical practices, the setting of, and pursuance of honest goals and acceptance of mistakes wherever they may occur to do necessary amendments. In addition, the team at United Healthcare cherishes acts of compassion, which involves acting as though they were in the shoes of their clients by listening and responding to their needs with much empathy. Besides this, United Healthcare admonishes its employees to nurture healthy relationships through truthfulness, trust, integrity, and collaboration (United Health Group, 2015). The same is evident at Singapore Airlines as it takes great care of its passengers through the tender care accorded to them by the welcoming staff and staff on board. Its corporate culture has seen it grow from a low-level airline service provider to atop position competing with other companies and receiving awards for its outstanding performance (Ayob, n.d).


The remarkable performance registered by United Healthcare Group and Singapore Airlines is chiefly because of the culture that inspires agility to stay on course, proper management of resources both human and materials and a desire to meet customer needs and spread globally. An institution cannot expect success without paying attention to these vital principles. Such a comprehensive analysis inspires a health practitioner to understand that the same commitment in the management of other lines of duty or organization is expected in the nursing faculty and even more commitment.


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