Running head: CAPSTONE PROJECT CAPSTONE PROJECT 2 Capstone Project Andrea Ware MBA-FPX 5910: MBA Capstone Experience. Assessment 4: Capstone Project May, 2020 Table of Contents Executive Summary 4 Introduction 6 Opportunity for Improvement 7 The Business: Kaiser Permanente 7 Background and Current State 7 Importance of Managing the Issue for the Organization 8 Role of Diversity Management in the Healthcare Industry 9 Current Approaches to Diversity Management 10 Strategic Analysis 11 SWOT Analysis 11 VRIO Analysis 13 PESTEL Analysis 13 Political factors 14 Economic factors 14 Social factors 14 Technology 14 Legal factors 14 Environmental factors 15 Business Opportunity 15 Diversity Training 15 Implementation 17 Ethical Considerations 19 Respect for Individuals 20 Privacy & Confidentiality 20 Leadership and Collaboration Aspects 21 Problem-Solving 21 Build Relationships 21 Thinking Creatively and Strategically 21 Conclusion 22 Recommendations 22 Executive Summary The project seeks to provide a strategic analysis of how the organization can take advantage of its workforce to improve the quality of service delivery to the increasingly diverse customer base. It is founded on the recognition of how diversity management contributes a lot to value-based healthcare delivery. Ultimately, diversity training will help lower costs and maximize outcomes for patients, ensure higher patient satisfaction and better care efficiencies for Kaiser Permanente, and reduced healthcare spending combined with better overall health for the communities served. The program will augment the organization's efforts to build and manage a diverse as well as a culturally competent workforce. The overall strategy entails conducting a study on the benefits of a high-quality diversity training program, especially one designed and administered online. The strategic analysis shows how the organization can take advantage of its workforce to improve the quality of service delivery to an increasingly diverse customer base. It is also demonstrated that Kaiser Permanente can take advantage of its diverse workforce to improve the quality of service delivery to the increasingly diverse customer base through diversity training. Diversity management will contribute a lot to value-based healthcare delivery. Ultimately, the program will help lower costs and maximize outcomes for patients, ensure higher patient satisfaction and better care efficiencies, and reduce healthcare spending combined with better overall health for the communities served by Kaiser Permanente. Based on the findings of the study, recommendations that focus on the creation of an organization capable of meeting the diverse needs of all stakeholders will be provided. Ultimately, the project will result in the recommendation for the implementation of a company-wide diversity training program. However, before the implementation of a full-scale program, as recommended by Jacobs et al. (2017), a pilot program will .

1. Running head: CAPSTONE PROJECT
CAPSTONE PROJECT 2
Capstone Project
Andrea Ware
MBA-FPX 5910: MBA Capstone Experience.
Assessment 4: Capstone Project
May, 2020
Table of Contents
Executive Summary 4
Introduction 6
Opportunity for Improvement 7
The Business: Kaiser Permanente 7
Background and Current State 7
Importance of Managing the Issue for the Organization 8
Role of Diversity Management in the Healthcare Industry 9
Current Approaches to Diversity Management 10
Strategic Analysis 11
SWOT Analysis 11
VRIO Analysis 13
PESTEL Analysis 13
Political factors 14
Economic factors 14
Social factors 14
Technology 14
Legal factors 14
Environmental factors 15

2. Business Opportunity 15
Diversity Training 15
Implementation 17
Ethical Considerations 19
Respect for Individuals 20
Privacy & Confidentiality 20
Leadership and Collaboration Aspects 21
Problem-Solving 21
Build Relationships 21
Thinking Creatively and Strategically 21
Conclusion 22
Recommendations 22
Executive Summary
The project seeks to provide a strategic analysis of how the
organization can take advantage of its workforce to improve the
quality of service delivery to the increasingly diverse customer
base. It is founded on the recognition of how diversity
management contributes a lot to value-based healthcare
delivery. Ultimately, diversity training will help lower costs and
maximize outcomes for patients, ensure higher patient
satisfaction and better care efficiencies for Kaiser Permanente,
and reduced healthcare spending combined with better overall
health for the communities served. The program will augment
the organization's efforts to build and manage a diverse as well
as a culturally competent workforce. The overall strategy entails
conducting a study on the benefits of a high-quality diversity
training program, especially one designed and administered
online.
The strategic analysis shows how the organization can take
advantage of its workforce to improve the quality of service
delivery to an increasingly diverse customer base. It is also
demonstrated that Kaiser Permanente can take advantage of its
diverse workforce to improve the quality of service delivery to
the increasingly diverse customer base through diversity
training. Diversity management will contribute a lot to value-

3. based healthcare delivery. Ultimately, the program will help
lower costs and maximize outcomes for patients, ensure higher
patient satisfaction and better care efficiencies, and reduce
healthcare spending combined with better overall health for the
communities served by Kaiser Permanente.
Based on the findings of the study, recommendations that focus
on the creation of an organization capable of meeting the
diverse needs of all stakeholders will be provided. Ultimately,
the project will result in the recommendation for the
implementation of a company-wide diversity training program.
However, before the implementation of a full-scale program, as
recommended by Jacobs et al. (2017), a pilot program will be
rolled out to a multidisciplinary sample of 100 employees at the
organization.
Introduction
Kaiser Permanente was founded in 1945 by Henry J. Kaiser (an
industrialist) and Sidney Garfield (a physician). It is an
integrated managed care consortium that is based in Oakland,
California, United States. Kaiser Permanente operates as three
distinct yet interdependent entities, such as Kaiser Foundation
Hospitals, the Kaiser Foundation Health Plan, Inc. (KFHP), and
the regional Permanente Medical Groups (Kaiser Permanente, n.
d.). The organization's mission entails providing high-quality
care by continuously striving to improve care in line with the
organization's vision of being a leader in total health, primarily
through efforts meant to make lives better (Kaiser Family
Foundation, n.d.).
The mission has been made possible with the help of more than
300,000 personnel, including over 80,000 physicians and
nurses, that work in 39 hospitals operated by the organization as
well as over 700 medical offices. Although the organization's
ratings for quality care have been high (Kaiser Family
Foundation, n.d.), it has to contend with challenges linked to
the diversity of not only its workforce but also the customers
served. By the end of 2016, Kaiser Permanente reported that it
had more than 60% of the total workforce as members of racial,

4. ethnic, as well as cultural minorities. It was also reported that
more than 73% of the organization's workforce are women
(Johnson, 2017).
The project seeks to provide a strategic analysis of how the
organization can take advantage of its workforce to improve the
quality of service delivery to the increasingly diverse customer
base. For instance, the project provides a strategic analysis of
how the organization can take advantage of its workforce to
improve the quality of service delivery to an increasingly
diverse customer base. It is founded on the recognition of how
diversity management contributes a lot to value-based
healthcare delivery.Opportunity for Improvement
One of the key business opportunities that can enable the
organization to achieve its mission of providing high-quality
care and realize its vision of being a leader in total health is
diversity management, which can be achieved by providing
diversity training (Borkowski, 2015). Carr-Ruffino (2016)
accentuates that the competitive advantage attributed to
diversity management within today's health care organizations
cannot be underestimated because the organizations serve a
highly diverse customer base nowadays. A high-quality
diversity training program can be indispensable to the delivery
of high-quality care to today's increasingly diverse
communities, chiefly since it would augment the organization's
efforts to build and manage a diverse as well as culturally
competent workforce (Carr-Ruffino, 2016; Vanderbroeck &
Wasserfallen, 2017). The Business: Kaiser
PermanenteBackground and Current State
Kaiser Permanente is essentially a strategic partnership between
three distinct yet interdependent entities, such as Kaiser
Foundation Hospitals, the Kaiser Foundation Health Plan, Inc.
(KFHP), and the regional Permanente Medical Groups. It
provides health care plans and services that range from
preventive care, emergency care, and screening diagnostics to
prenatal care and immunization. Some of the organization's
priorities include community health support, care innovation,

5. clinical research, and health education. Innovative ideas that
Kaiser Permanente has embraced since its founding include
prepayment, population-based approach to care, group practice,
prevention/total health, and clinical information technology
(Kaiser Family Foundation, n.d.).
It boasts of a workforce of more than 300,000 personnel,
including over 80,000 physicians and nurses, that work in 39
hospitals operated by the organization as well as over 700
medical offices (Kaiser Family Foundation, n.d.). A study by
Johnson (2017) reported that Kaiser has more than 60% of the
total workforce as members of racial, ethnic, as well as cultural
minorities. It was also reported that more than 73% of the
organization's workforce are women. The increasing diversity
poses new challenges for the organization, ranging from
As noted above, the organization's mission entails providing
high-quality care by continuously striving to improve care, and
this has been augmented by hiring, training, and retaining the
right people that continue to help the firm make lives better.
Currently, the focus of the management is on the management
of the organization's highly diverse population through the use
of programs like GenKP, KPability, KP Asian Association
(KPAA), and KP LatinX Association (KPLA). These programs
have proven to be effective when it comes to enabling the
company make the lives of its over 12 million members and
approximately 300,000 employees and physicians better (Kaiser
Family Foundation, n.d.). Importance of Managing the Issue for
the Organization
According to Taylor-Ford and Abell (2015), workplace diversity
is a reality that healthcare organizations must contend with,
especially since getting it right can be critical to efforts to
create a workforce capable of delivering on the mission while
enabling the organization to minimize the risk of violating
employment laws, such as equal opportunity legislations.
Understandably, effective management of diversity will play a
critical role in enabling Kaiser Permanente to improve the

6. productivity of its workforce, besides improved organizational
efficiency and effectiveness linked to decreased conflicts and
effective problem solving due to improved creativity and
innovation. Kaiser Permanente can implement diversity training
as an effective solution to workplace diversity challenges, such
as poor accommodation of divergent values and beliefs,
conflicts due to poor management of ethnic and cultural
differences, poor communication, and poor appreciation of
creativity and innovation attributed to the diversity of ideas and
perspectives (Johnson, 2017; Vanderbroeck & Wasserfallen,
2017).
Ultimately, effective management of diversity translates to
improved productivity of its workforce, besides improved
organizational efficiency and effectiveness linked to decreased
conflicts and effective problem solving due to improved
creativity and innovation. Diversity training is seen as an
effective way to augment the organization's efforts to build and
manage a diverse as well as culturally competent workforce
capable of serving the United States' highly diverse population
(Carr-Ruffino, 2016; Vanderbroeck & Wasserfallen, 2017). The
solution is evidence-based, and thus, the recommendations
provided for implementation are evidence-based. This approach
will improve the productivity of Kaiser Permanente's workforce,
besides improving organizational efficiency and effectiveness
linked to decreased conflicts and effective problem solving due
to improved creativity and innovation.Role of Diversity
Management in the Healthcare Industry
In 2004, the Institute of Medicine (IOM) reported that the
number of employees associated with minority populations
would increase due to how the number of minorities that was
estimated at 27% of the U.S. population was projected to be
~37% in 2025. This has already been felt by healthcare
organizations like Kaiser Permanente that must strive to ensure
effective delivery of care to an increasingly diverse customer
base. Creating and maintaining a diverse workforce was cited in
a study by Carr-Ruffino (2016) as one of the strategies that

7. organizations in the industry must consider. However, Taylor-
Ford and Abell (2015) maintain that the implementation of this
strategy requires organizations to consider diverse methods.
Carr-Ruffino (2016) accentuates that the competitive advantage
attributed to diversity management within today's health care
organizations cannot be underestimated because the
organizations serve a highly diverse customer base nowadays.
Ultimately, diversity training, as one of the diversity
management strategies, will help lower costs and maximize
outcomes for patients, ensure higher patient satisfaction and
better care efficiencies for Kaiser Permanente, and reduced
healthcare spending combined with better overall health for the
communities served. Taylor-Ford and Abell (2015) and
Vanderbroeck and Wasserfallen (2017) recommend diversity
management through diversity training as one of the strategies
that organizations must consider to improve access to care for
ethnic and racial minorities, besides enhancing patient-clinician
communication and patient and employee satisfaction. Current
Approaches to Diversity Management
Kaiser Permanente focuses on transforming its workplaces into
communities rather than providing diversity training. Some of
the elements of diversity and inclusion efforts include GenKP,
KPability, KP Asian Association (KPAA), and KP LatinX
Association (KPLA). The programs are based on the
acknowledgment of the fact that a competent and ethnically
diverse and accepting workforce is critical to the delivery of
western medicine (Kaiser Family Foundation, n.d.). Ensuring
that a workforce is culturally competent is a daunting task for
nearly every organization (Vanderbroeck & Wasserfallen,
2017). Kaiser Family Foundation uses the programs to improve
the competence of its workforce and this explains why it is
currently ranked 20th on the Fortune's list of 100 best
workplaces for diversity (Kaiser Family Foundation, n.d.).
GenKP is a program dedicated to providing employees with
opportunities for networking, collaboration, as well as
professional development and KPAA promotes professional

8. development as well as culturally competent care. Kaiser
Family Foundation empowers its employees with disabilities to
optimize their talents as well as achieve their goals with
KPability, and KP LatinX Association (KPLA) works by
inspiring as well as empowering all employees associated with
LatinX communities to achieve their full potential. It is by
inspiring and empowering employees to achieve their full
potential that Kaiser Permanente can drive performance and
quality, particularly relative to the competition (Kaiser Family
Foundation, n.d.).Strategic AnalysisSWOT Analysis
Rothaermel (2017) asserts that the purpose of a SWOT analysis
is to enable an organization to enhance its understanding of the
internal and external environments based on the analysis of the
company's strengths, weaknesses, opportunities, and threats.
Kaiser Permanente's SWOT analysis can be beneficial in
enabling the company utilize its strengths to address it
weaknesses and exploit opportunities in order to address the
threats.
Strengths
Weaknesses
1. Continued use of industry-leading expertise and advanced
technology.
2. An integrated health care delivery system.
3. Improved patient outcomes due to innovation and use of
advanced technologies.
4. Aligned structure and incentives.
5. Integrated information technology.
6. Strong brand name in the industry.
1. Inadequate staff engagement as well as education.
2. Physician education & adherence to guideline.
3. Poor patient compliance with ordered medications.
4. Poor employee motivation and job satisfaction.
5. High employee turnover.
6. Inability to attract new patients.
Opportunities
Threats

9. 1. Diversity training to foster cultural competence.
2. Investment in research and development to foster innovation.
3. Investment in big data and analytics.
4. Artificial intelligence and robotics.
5. Expansion to underserviced areas across the country.
1. Increasing competition (stiff competition).
2. Cost of healthcare is increasing.
3. Unintentional actions that diminish the quality of care.
4. Increasingly sophisticated cybercriminals (security breaches).
VRIO Analysis
The VRIO (value, rarity, imitability, and organization) strategic
framework is useful as a strategic analysis tool as it
complements a SWOT analysis by providing an analysis of the
internal environment of an organization in terms of the
competitive advantage accrued to resources and competencies
(Mazzei & Noble, 2017). Kaiser Permanente's VRIO analysis
(below) shows that Kaiser Permanente should focus more on its
workforce (human resources) and leadership and HRM
competencies to gain a competitive advantage.
Resources/Competencies
Value
Rarity
Imitability
Organization
Competitive Advantage?
Brand Name
Yes
Yes
Yes
Yes
Exploited
Workforce (Human Resources)
No
No
Yes
Yes

10. Unexploited
Marketing
Yes
Yes
Yes
Yes
Sustained
Leadership and HRM
No
Yes
No
No
Unexploited
Distribution Network
Yes
No
Yes
Yes
Exploited
PESTEL Analysis
Rothaermel (2017) accentuates that the purpose of a PESTEL
analysis is to analyze a company's external business
environment, especially as it considers factors like political,
economic, sociocultural, technological, ecological, and legal
factors. Kaiser Permanente is affected by these factors, and
thus, must strive to minimize their adverse impact on the
organization.
Political factors
· The pressure to deliver high-quality, affordable, and value-
driven care to all Americans from the political class
(policymakers).
· America's political stability provides a favorable business
environment for the companies in nearly every industry.
Economic factors

11. · Inflation and interest rates impact the cost of healthcare
delivery.
· Unemployment affects affordability, and thus, increases the
number of uninsured Americans.
Social factors
· The growing presence of minority populations.
· The high number of Americans still impedes access to care
without healthcare insurance; the number rose from 25.6 million
in 2017 to 27.5 million in 2018.
Technology
· Technological innovation and effective integration of
technology has allowed for automation of processes like billing
and prescription.
· Technology can help minimize billing and other medical
errors, including incidences of fraud in billing.
· E-learning has enhanced employee training.
Legal factors
· Health and safety laws impact how decisions are made within
the modern-day healthcare system.
· Healthcare organizations must adhere to laws and regulations
related to intellectual property.
· Privacy and confidentiality must be protected.
Environmental factors
· Healthcare organizations should prioritize sustainable business
practices.Business Opportunity
Based on the strategic analysis and background information on
Kaiser Permanente, it is evident that the focus should be on the
organization's workforce (human resources) and leadership and
HRM competencies to gain a competitive advantage. Hence,
diversity management achieved through diversity training is
essential to the achievement of the organization's mission of
providing high-quality care and realize its vision of being a

12. leader in total health.Diversity Training
Diversity training is seen as an organizational opportunity to
manage the organization's highly diverse workforce. It is based
on the recognition of the fact that diversity management
contributes a lot to value-based healthcare delivery. Ultimately,
diversity training will help lower costs and maximize outcomes
for patients, ensure higher patient satisfaction and better care
efficiencies for Kaiser Permanente, and reduced healthcare
spending combined with better overall health for the
communities served, as discussed by Provost, Lanham, Leykum,
McDaniel Jr, and Pugh (2015). Diversity training will allow
Kaiser Permanente to:
· Become attractive and appealing to high-quality talent,
especially as an inclusive employer,
· Ensure that all talents are represented through learning and
development,
· Retains diverse talents while managing exits more effectively,
· Ensure that all employees are understood and trained for an
improved onboarding experience,
· Promote talent progression and performance,
· Cater to all talents' needs and expectations,
· Improve decision making since Larson (2017) reports that a
diverse team makes the right decision 87% of the time.
Fig. 1: Impact of diversity on decision making (Larson, 2017)
A high-quality diversity training program can be indispensable
to the delivery of high-quality care to today's increasingly
diverse communities, chiefly since it would augment the
organization's efforts to build and manage a diverse as well as
culturally competent workforce (Carr-Ruffino, 2016;
Vanderbroeck & Wasserfallen, 2017). Diversity management
contributes a lot to value-based healthcare delivery. Diversity
training as a business opportunity is an important component of
the organization's strategic workforce plan design to lower
costs, and maximize outcomes for patients, guarantee higher
patient satisfaction as well as improve care efficiencies. Other

13. benefits cited by Provost et al. (2015) encompass reduced
healthcare spending, combined with better overall health for the
communities served.
Implementation
A high-quality diversity training program designed as well as
administered online. Emphasis will be placed on equipping the
employees with skills and knowledge that will help them
become culturally competent, thus, enabling them to serve
increasingly diverse communities, which Vanderbroeck and
Wasserfallen (2017) describe as being critical to cultural
diversity. What is important to note is that implementing the
diversity training program online will afford the organization an
excellent opportunity to save on the cost of implementation
while augmenting learning by enabling the employees to learn
from almost anywhere. The appropriateness of an online
diversity training program is also attributed to how Kaiser
Permanente's employees are scattered in different geographical
locations across the United States, and the training can also be
carried out concurrently. E-learning is also described by Ahmad
and Thressiakutty (2018) as being highly adaptable, and thus, it
is suitable when it comes to enabling learners to study and learn
at their own pace, which improves the adoption of the material
being learned.
The adaptability of e-learning also allows employees with
different learning styles in an organization to establish and
maintain a steady pace of learning. However, before the
implementation of a full-scale program, it is recommended that
a pilot program be rolled out to a multidisciplinary sample of
100 employees at the organization. This will make a lot easier
to determine the program's feasibility, as noted by Jacobs et al.
(2017), and thus, be able to establish a more effective way to
deliver diversity training to Kaiser Permanente's geographically
diverse employees. Generally speaking, successful
implementation of the online diversity training will help
augment the organization's existing diversity and inclusion

14. programs since research by Ahmad and Thressiakutty (2018)
assert that new strategies are cost-effective and seamless to
implement if they align with the current initiatives. Some of the
critical aspects of the program include:
· Exposure to diverse facets of the modern-day health care.
· Development of key skills and knowledge like cross-cultural
communication deemed critical to culturally competent care.
· Lectures, demonstration, and professional development.
· Leadership training achieved through teamwork as well as
collaborative projects.
· Coaching and continuous assistance led by distinguished
professionals or subject matter experts.
· Simulation labs to foster creativity and innovation when it
comes to addressing diversity-related problems that would
impact the delivery of high-quality and culturally competent
care.
· Possible opportunities to conduct research on a wide range of
topics, such as cultural awareness and health disparities.
· Mock interviews and exam reviews for physicians, nurses, and
pharmacists.
Essentially, the implementation will be made seamless by the
fact that the value drives the current programs that the
organization places on the rich diversity of its workforce.
Kaiser Permanente encourages an open, inclusive work
environment that supports as well as empowers employees.
Online diversity training implemented quarterly for both new
and existing employees will be made possible by the
organization's longstanding commitment to diversity, equity,
and inclusion designed to guarantee culturally competent care to
its over 12 million members. The firm's continued use of
industry-leading expertise and advanced technology will also
improve the effectiveness of the implementation process (Kaiser
Family Foundation, n.d.).
A multidisciplinary team should be constituted to help with the
creation and implementation of a diversity training program.
For instance, the team should comprise of experts from different

15. fields, such as subject matter experts on online training and
diversity management, physicians, nurses, and other healthcare
professionals. Importantly, the diversity of ideas will increase
the chances that diversity training as a business opportunity is
implemented seamlessly and innovatively. Murphy, Curtis,
McCloughen (2016) recommend this as an approach to ensuring
that all learning needs are identified and addressed more
effectively. Ethical Considerations
According to Ahmad and Thressiakutty (2018), ethics play a
significant role in healthcare, and it is for this reason that
healthcare organizations must ensure that they adhere to
established ethical principles. Ethical values are indispensable
for any healthcare provider (Haddad & Geiger, 2019). For
instance, adherence to principles designed to ensure beneficial
patient-physician relationships (beneficence and
nonmaleficence) cannot be underestimated (Ahmad &
Thressiakutty, 2018). Some of the ethical considerations
applicable to Kaiser Permanente include respect for individuals
and valuing privacy and confidentiality.Respect for Individuals
The delivery of care should be with compassion and respect for
the inherent dignity, worth, as well as unique attributes of all
persons (Haddad & Geiger, 2019). Respect for individuals is an
indispensable ethical consideration at Kaiser Permanente,
especially when it comes to the delivery of care and
implementation of initiatives to improve employee performance.
Recognizing the highly diverse nature of the current workforce,
employee development programs should reflect respect for the
enrolled individuals. It will be an excellent way to foster self-
determination and foster continuous learning. Privacy &
Confidentiality
Healthcare organizations like Kaiser Permanente are expected to
promote, advocates for, and protects the rights, health, as well
as safety of the patient, as noted by Haddad and Geiger (2019).
Therefore, it is important to consider ensuring that private and
confidential information are protected from unauthorized
access. Private and confidential information should only be

16. shared when deemed necessary, such as for the training, as
suggested by Cohen (2018). The protection of private and
confidential data ought to be a priority to confidence in the
organization's healthcare delivery system and employee training
or learning system. More specifically, as a healthcare
organization the obligation to safeguard patient information is
solely relied upon their ability to follow policies, procedures
and protocol. Professionals then have an obligation to hold that
information in confidence.
Other ethical considerations include accountability and
responsibility for practice, decision-making, and taking action
in keeping with the obligation to provide high-quality patient
care. It is also vital to consider roles and settings that help
advance the profession, besides protecting human rights,
promoting health diplomacy, as well as reduce health
disparities, as suggested by Haddad and Geiger (2019) and
Cohen (2018). Leadership and Collaboration Aspects
Key leadership and collaboration aspects include problem-
solving, the ability to build relationships, and ability to think
creatively and strategically. It is reasoned that the proposed
solution, diversity training, will augment the organization's
efforts to foster creativity and innovation, and the ability to
think creatively and strategically will be an indispensable
strength in the realization of this benefit.Problem-Solving
Problem-solving is an important aspect of nearly every
leadership style, such as transformational leadership. The
identified opportunity is meant to empower leaders to develop
solutions to problems like conflicts within their workplaces
(Taylor-Ford & Abell, 2015).Build Relationships
Good relationships are critical to improved collaboration, and
diversity training provides an excellent opportunity for leaders
to eliminate barriers to effective collaboration. Improved
conflict management and resolution critical to leadership efforts
to foster collaboration (Taylor-Ford & Abell, 2015).Thinking
Creatively and Strategically
Kaiser Permanente is essentially a strategic partnership between

17. three distinct yet interdependent entities, such as Kaiser
Foundation Hospitals, the Kaiser Foundation Health Plan, Inc.
(KFHP), and the regional Permanente Medical Groups (Kaiser
Permanente, n. d.). One of the key business opportunities that
can enable the organization to achieve its mission of providing
high-quality care and realize its vision of being a leader in total
health is diversity management, which can be achieved by
providing diversity training as recommended by Borkowski
(2015).Conclusion
Ensuring that a workforce is culturally competent is a daunting
task for nearly every organization. Even so, the project
demonstrates that Kaiser Permanente can take advantage of its
diverse workforce to improve the quality of service delivery to
the increasingly diverse customer base through diversity
training. Online diversity training will be appropriate to train
the organization's over 300,000 personnel, including over
80,000 physicians and nurses, that work in 39 hospitals operated
by the organization as well as over 700 medical offices.
Diversity management will contribute a lot to value-based
healthcare delivery. The implementation process will be made
seamless by the fact that the current programs are driven by the
value that the organization places on the rich diversity of its
workforce. Kaiser Permanente encourages an open, inclusive
work environment that supports as well as empowers
employees. Eventually, the program will help lower costs and
maximize outcomes for patients, ensure higher patient
satisfaction and better care efficiencies, and reduce healthcare
spending combined with better overall health for the
communities served by Kaiser Permanente. Recommendations
· Before the implementation of a full-scale diversity training
program, it is recommended that a pilot program be rolled out to
a multidisciplinary sample of 100 employees at the
organization. This will make a lot easier to determine the
program's feasibility, as noted by Jacobs et al. (2017).
· Kaiser Permanente should consider implementing a full-scale
diversity training program online to account for the fact that its

18. employees are scattered in different geographical locations
across the United States, besides as a strategy to save on the
cost of implementation.
· A multidisciplinary team should be constituted to help with
the creation and implementation of a diversity training program.
Murphy et al. (2016) recommend this as an approach to ensuring
that all learning needs are identified and addressed more
effectively.
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Income StatementIncome StatementAcme Healthcare
Practice[FY
2018]JanuaryFebruaryMarchAprilMayJuneJulyAugustSeptember
OctoberNovemberDecemberFinancial Statements in U.S.
DollarsRevenueGross Sales15000020000000000000Less: Sales
Returns and Allowances20125500000000 Net

20. Sales1479881994500000000000Cost of Goods SoldBeginning
Inventory10000900000000000Add:Purchases2500000000000Fre
ight-inDirect LaborIndirect ExpensesInventory
Available1250090000000000000Less: Ending
Inventory90007500 Cost of Goods Sold350015000000000000
Gross Profit
(Loss)1444881979500000000000ExpensesAdvertising100Amort
izationBad DebtsBank ChargesCharitable
ContributionsCommissionsContract
LaborDepreciation15001500Dues and SubscriptionsEmployee
Benefit ProgramsInsurance 15001500InterestLegal and
Professional FeesLicenses and FeesMiscellaneousOffice
Supplies400550Payroll TaxesPostageRent30003000Repairs and
MaintenanceSuppliesTelephone200225TravelUtilitiesVehicle
ExpensesWages1500015500 Total
Expenses21700222750000000000 Net Operating
Income1227881756750000000000Other IncomeGain (Loss) on
Sale of AssetsInterest Income250 Total Other
Income25000000000000 Net Income
(Loss)1230381756750000000000
Financial Reporting
Complete the provide Excel Income Statement by entering the
supplied values for March and April. Once you have completed
the entries on the Income Statement, use the totals to answer the
following questions. When you upload your assignment, be sure
to include this Word document and the completed Excel Income
Statement
1. What two types of financial information are shown on a
Balance Sheet?
2. What is the difference between the Balance Sheet and Income
Statement?
3. Using the Income Statement provided, input the following
numbers for March 2018

21. · Gross Sales $210,000
· Sales Returns $100
· Beginning Inventory $7,500
· Inventory Purchases $3,000
· Ending Inventory $8,000
· Wages $15,000
· Travel $2,000
· Depreciation $1,500
· Insurance $1,500
· Office Supplies $800
· Rent $3,000
· Telephone $300
4. What is the Net Sales Amount for March?
5. What is the Cost of Goods Sold Amount for March?
6. Total Expenses for March?
7. Net Operating Income for March?
8. Using the Income Statement provided, input the following
values for April 2018
· Gross Sales $200,000
· Sales Returns $0
· Beginning Inventory $8,000
· Inventory Purchases $1,500
· Ending Inventory $5,500
· Wages $16,000
· Licenses & Fees - $3,500
· Depreciation $1,500
· Insurance $1,500
· Office Supplies $450
· Rent $3,000
· Telephone $275

22. 9. What is the Net Sales Amount for April?
10. What is the Cost of Goods Sold Amount for April?
11. Total Expenses for April?
12. Net Operating Income for April?
_____________________________________________________
_________________
Net Income:Revenue– Expenses
Net Sales: Gross Sales – Sales Returns and Allowances
Total Inventory: Beginning Inventory + Purchases
Cost of Goods Sold: Total Inventory – Ending Inventory
Gross Profit/Net Operating Income: (Net Sales – Cost of Goods
Sold) - Total Expenses
Assets: Liabilities + Equity