Albright Cancer Centers (ACC) provide comprehensive care to cancer patients. ACC integrates

Albright Cancer Centers (ACC) provide comprehensive care to cancer patients.  ACC integrates traditional medical treatments with therapies focused on enhancing patients’ physical and mental well-being to empower patients throughout their treatment journey.   ACC is experiencing technical failures in the customer service system that are impacting the experience of patients and their families, and creating barriers to the delivery of care.  The head of Tech Operations is exploring the potential of deploying AI to address the immediate problems and position ACC for future success.

Read the case carefully and answer the following questions:

What created the urgency for change, and how does the proposed solution align with the vision of ACC?                                        (10 points)

What were the rational and emotional elements of the proposal being prepared for the COO?                                            (15 points)

Would you characterize the change as top-down or bottom-up?  Explain the rationale for your characterization.                                (10 points)

What are the different views that would shape whether the change is digitization or digital transformation?  How would you characterize the proposals?  Explain the rationale for your answer.                                        (15 points)

How did design thinking inform the process?                    (10 points)

What were the key insights derived from applying design thinking?        (15 points)

What are the Pros and Cons of Replacing Customer Service Reps with AI?     (10 points)

What would you recommend to Mitchell moving forward to keep her team engaged, while heeding Rivera’s clear guidance for discretion?                    (15 points)

This activity was created to help you differentiate between digitization and digital transformation, and to critically evaluate the differences between automation and augmentation.  The assignment also helps you understand the importance of strong leadership and adaptability during the change process. You are assessed based on your ability to:

Describe the drivers and purpose of change.

Critically identify and evaluate the needs of the stakeholders of the new solution.

Understand how AI can be used in developing a solution that serves the needs of different stakeholders.

Analyze the trade-offs associated with the design of the new solution.

Support the answers with evidence from the case study and the lecture resources (slides and resources).

Respond to all questions in a timely, complete, and clear manner.