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Subject Code: ANA 203

MSN (Nursing Administration 3) October 13, 2013
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Requirement 1: Monkey Business

Funny and fascinating, Monkey Business written by three authors namely Sandy Wight,
who is an author, speaker, consultant and former Director of Marketing and Corporate
Communication for Secura Insurance, Mick Hager who is a full time organizational consultant,
inspirational speaker, author, and professional trainer, and Steve Tyink is the Vice President for
Saturn Operations and Leadership Development for Bergstorm Corp. These three authors have
joint experiences, expertise, and knowledge on how can organizations be at its best. Monkey
Business is a book that takes you inside the jungle which is a clever metaphor of todays business
climate. The story revolves around one star performer monkey called Leader Monkey who
initially works in an organization that just does not get it. He is disheartened by the attitudes of
his co-workers who do not work to ensure that their customers have a wow feeling each time
they deal with them. Dismayed, the Leader soon moves on to build an organization based on a
new set of laws. These laws are little pearls of wisdom that teach us a lot about our workplace.
He goes about building a business in a manner that compels the customer to come back to them
again and again. The story through its quirks and humor leads through a maze of thoughts,
helping to understand what makes the best organization.

Interestingly, the book is very applicable in transforming the traditional nursing practices
and enhancing the overall quality of healthcare delivery system. The first part of the book
focuses on reviewing common employees and identifying which employees are performing with
their best and which ones are slackers. Moreover, it mentions that those hardworking employees
CANARIA, Andre N. Subject Code: ANA 203
MSN (Nursing Administration 3) October 13, 2013
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are usually unappreciated and left unnoticed. Meanwhile, bad performers are expected to be
treated the same way as the good performers. In relation to the nursing setting, this book is an
essential tool in identifying which employees are competitive enough. These are factors that
highly affect in the delivery of customer service, or in the healthcare term, quality patient
service. The identification of the good and bad employees is a big help in the improvement of
services. Nurses are front liners and they represent the hospital as a whole. It has a huge impact
on patients when they are nursed properly and given the care they are due for. This will merit the
hospital a referral and will boost its reliability and dignity. If a nurse slacks in her performance
and gives a poor quality of service, this will not be a bearing to the nurse herself but directly to
the hospital. Referrals are necessary in boosting sales and it is a significant indicator that a
hospital is performing at its best. The careful assessment of employees is very beneficial in a
way that it can help in cost-cutting. It is a nuclear chain. If there are effective and top-performing
employees, there will be quality service rendered, if quality service is rendered then there is a
high probability that the hospital will be referred by patients to other people, as a result, a
generation of income and profit will increase because new patients will seek the companys
services based on the referral and the old patients will keep coming back and through this, the
company will acquire a reputation for its quality services and will generate larger income.

Another salient point in the book is the monkey wisdom which boldly claims that it is not
enough to meet a customers expectations but what matters is exceeding them. This is an extreme
challenge for all companies. How can they deliver exceedingly great customer service? How can
they upgrade their services so that it will go beyond customers expectations? These simple
questions stimulate brainstorming that will enable leaders to exert more in upgrading the
CANARIA, Andre N. Subject Code: ANA 203
MSN (Nursing Administration 3) October 13, 2013
3 | P a g e

standards of customer satisfaction that will benefit not only the nurses but also the patients and
the overall institution. If customers are happy, then surely, the whole company is happy too.

Also the book sends out useful finding and learning that are really basic but have great
impact when executed. It is clearly pointed out that low employee morale leads to bad
performance and affects productivity. Nurses employed in the hospitals should not only get
ample trainings for knowledge and clinical practices but also for the values that they should be
equipped at the workplace. Decrease productivity will only bring expenses and burden.
Identifying which employees are performing poorly will promote early detection of what causing
the company a headache and in the least way, can make actions ahead before it is too late.

Next good learning is that change is the only thing constant. No one should be resistant to
change because in the first place, change is what makes us better. Any institution open to change
and ideas of change sprout from the feedbacks of employees and patients. A better
implementation is to encourage feedback from patients and employees and making sure that their
insights matter. It is always good to see things from another angle and to know what are the
things needed to be improved from anothers perception.

Initiative, too, is important. Being proactive should highly be encouraged in the
workplace. It promotes an employees self-esteem and brings them recognition. Moreover,
clinical supervisors or managers need to encourage being proactive as this will train nurses to be
more responsible and independent. It is one step to promotion that one needs to be independent
and should not just rely on the orders of all authorities.
CANARIA, Andre N. Subject Code: ANA 203
MSN (Nursing Administration 3) October 13, 2013
4 | P a g e

Another basic, but heavy issue that needs to be dealt with is rumor. It is unavoidable that
there are rumors in the workplace however, if employees will only talk about rumors the whole
day, there will be decreased productivity and efficiency. Moreover, rumors create issues and
destroy reputation. A useful way to minimize rumors is to set a good example. Leaders,
managers, and supervisors should know how to draw the line. They are the authoritative figures
that need to be looked up to and they should promote proper decorum and appropriate ethics at

Furthermore, the most interesting lesson in the book is creating a value vine. Value is not
what customers pay it is how they feel. They might forget what you did or said but they should
never forget how you made them feel. Raising the standards of care should always be a subject
that comes out every time there is a board meeting. Value is the legacy that is left to the
customers and this should not be taken lightly. Its idea should be the motivation of every hospital
institution in transforming the way they can provide healthcare service and raising the standards
of healthcare service to that of premium quality. The happier the patients and customers, the
happier the whole company is because according to a proverb, we only reap what we sow and
what we sow should be of something good so that we will reap something good in return.