Problem
Based on what you learned from Chapter 8 in "The-Well Managed Healthcare Organization by Kenneth R. White and John R. Griffith (9th edition), answer the following case study: Technology advances rapidly in many customer service specialists (CSSs). To keep up, investments must be made in learning, training, and equipment. How does an HCO keep all its customer service specialists (CSSs) up-to-date? What are the mechanisms that identify investment opportunities? What is the mechanism to evaluate those opportunities?