Contents

• Introduction
• Operations Plan
• HR Plan
• Financial Plan
 Care Connect Application

• This app provides users with a straightforward platform to effortlessly schedule appointments with
healthcare professionals,

• swiftly book ambulance services during emergencies, and conveniently order prescribed
medications. Users can navigate through these essential healthcare services with just a few taps,
eliminating the need for lengthy processes or physical visits.

• Moreover, the app incorporates a real-time tracking feature, allowing users to monitor the progress of
their requests seamlessly. Whether it's confirming an appointment, tracking the arrival of an
ambulance, or monitoring the status of a medication order, users can stay informed every step.

• By centralizing these vital healthcare services into one user-friendly application, individuals can
ensure timely access to medical care and medications, ultimately contributing to their overall well-
being and peace of mind.
Operation Planning

Operation management is the administration of business practices to ensure efficiency in

producing and delivering goods or services. It involves overseeing various aspects of a
company's operations, such as planning, organizing, coordinating, and controlling
resources to achieve organizational goals effectively.

By implementing quality control measures and process improvements, operations

management helps ensure that products or services meet customer expectations, leading to
increased customer satisfaction and loyalty.
 Process Planning

Project Initiation
• Team Formation
• Kickoff Meeting
Design and Development
• UI/UX Design: Create prototypes to visualize the app's interface and user flow.
• Frontend Development
• Backend Development
• Integration
Testing and Quality Assurance
• Functional Testing
• Usability Testing
• Performance Testing
 Quality Standards:
• Simple Interface: Make sure that the app is easy for
everyone, regardless of age or tech experience, with
clear buttons and instructions.
• Localized Support: We will offer the app in multiple
languages.
• Affordable Access
• Helpful Guidance: We will Provide clear explanations
to help users understand healthcare options and terms.
• User Privacy: We will make sure that user data is safe
and transparent about its use.
• Community Connection: We will foster a supportive
community within the app which will help users to
share their reviews and experiences.
• Continuous Improvement: Regularly update the app
based on user feedback to make it better over time.
Desired Outcomes for Users:
• Convenience: Users can easily access healthcare services from anywhere,
anytime, reducing the need for physical visits and long waiting times.
• Convenience and ease in booking appointments
• Improved Health Outcomes: Users can experience better health outcomes
through timely access to medical care, medication management, and preventive
services facilitated by the app.
• Enhanced Satisfaction: Users will get a user-friendly interface application
with responsive customer support.
 Activity Staffing/Resources Required Number of Staff
1 Project Manager
1 UI/UX Designer

Project Manager, UI/UX Designer, Frontend & 2 Frontend Developers

Team Formation
2 Backend Developers
Backend Developers, Testers, Support Staff
2 Testers
1 Support Staff
UI/UX Design UI/UX Designer, Design Software and Tools 1 UI/UX Designer
Frontend Developers, Development Tools and
Frontend Development Frameworks 2 Frontend Developers
Backend Developers, Server Infrastructure,
Backend Development Development Tools 2 Backend Developers
Integration Integration Specialists, APIs, Documentation 1 Integration Specialist
Functional Testing Testers, Testing Environments, Test Cases 2 Testers
Testers, Users, Usability Testing Tools and
Usability Testing Environments 2 Testers

Performance Testing Testers, Performance Testing Tools and Environments 1 Tester

Customer Support Support Staff, Customer Support Tools, Training 2 Support Staff
Developers, Testers, Version Control, Deployment
App Updates Tools 2 Developers 1 Tester
Data Management Specialists, Database Management
Data Management Tools, Security Measures 1 Data Management Specialist
Monitoring and Analytics Analysts, Monitoring and Analytics Tools 1 Analyst
Feedback Collection Feedback Collection Staff 1 Feedback Collection Staff
Healthcare Provider Partnerships Partnership Manager, Negotiation, Documentation 1 Partnership Manager
Pharmacy Partnerships Partnership Manager, Negotiation, Documentation 1 Partnership Manager
Ambulance Service Partnerships Partnership Manager, Negotiation, Documentation 1 Partnership Manager
 Activity Tentative Timeline
Project Initiation
- Team Formation Week 1
- Kickoff Meeting Week 1
Design and Development
- UI/UX Design Weeks 2-3
- Frontend Development Weeks 4-6
- Backend Development Weeks 7-9
- Integration Weeks 10-11
Testing and Quality Assurance
- Functional Testing Weeks 12-13
- Usability Testing Weeks 14-15
- Performance Testing Weeks 16-17
Operation and Maintenance
- Customer Support Ongoing (Starts Week 1, continues indefinitely)
- App Updates Ongoing (Starts Week 10, continues indefinitely)
- Data Management Ongoing (Starts Week 7, continues indefinitely)
- Monitoring and Analytics Ongoing (Starts Week 10, continues indefinitely)
- Feedback Collection Ongoing (Starts Week 1, continues indefinitely)
Partnerships and Integration
- Healthcare Provider Partnerships Weeks 18-20
- Pharmacy Partnerships Weeks 18-20
- Ambulance Service Partnerships Weeks 18-20
Monitoring progress and supervising quality control is crucial for ensuring the
successful execution of the operation plan. Here's a process for monitoring progress:
• Establish Key Performance Indicators (KPIs)
• Assign Responsibility
• Regular Progress Meetings
• Use of Project Management Tools
• Quality Assurance Checks: Document Progress
• Risk Management
• Feedback Mechanisms
• Continuous Improvement
• Escalation Procedures
 Activity Role Job Description Job Specifications
Lead and coordinate the project
from initiation to completion. Ensure Bachelor's degree in a relevant field
all project objectives are met within Proven experience in project
constraints of time, budget, and management Strong leadership and
Project Initiation Project Manager scope. communication skills

Design intuitive and visually

appealing user interfaces for web Bachelor's degree in Graphic Design,
and mobile applications. HCI, or related field Proficiency in
Collaborate with stakeholders to design software such as Adobe XD,
gather requirements and translate Sketch, or Figma Strong portfolio
Project Initiation UI/UX Designer them into design concepts. showcasing UI/UX design projects

Develop and maintain frontend and Frontend: Proficiency in HTML, CSS,

backend components of the JavaScript, and frontend frameworks
application. Collaborate with UI/UX Backend: Proficiency in
designers and integration specialists programming languages such as
to ensure seamless integration and Java, Python, or Node.js Experience
Project Initiation Developers (Frontend & Backend) functionality. with version control system

Conduct thorough testing of

application features to identify bugs, Bachelor's degree in Computer
defects, and usability issues. Science or related field Experience
Develop and execute test cases and with testing methodologies and tools
report findings to development Attention to detail and strong
Project Initiation Testers team. problem-solving skills
 - Excellent communication and
Provide technical support and interpersonal skills <br> - Ability to
assistance to users of the application. multitask and prioritize tasks effectively
Respond to inquiries, troubleshoot <br> - Basic technical knowledge of the
issues, and escalate unresolved issues application and troubleshooting
Project Initiation Support Staff to appropriate teams. techniques
- Bachelor's degree in Computer Science
or related field
Develop and implement integration
solutions to connect various components - Experience with API development and
of the application. Ensure seamless data integration, Knowledge of RESTful APIs
Design and Development Integration Specialists flow and functionality between systems. and web services
Testing and Quality Assurance

Manage and maintain the database - Bachelor's degree in Information

infrastructure. Implement data security Technology or related field, Proficiency in
measures and ensure data integrity and database management systems
Operation and Maintenance Data Management Specialists availability. Knowledge of data security best practices

Analyze monitoring and analytics data to - Bachelor's degree in Statistics,

identify trends, patterns, and areas for Mathematics, or related field,Proficiency in
improvement. Generate reports and data analysis tools, Strong analytical and
Operation and Maintenance Analysts insights to support decision-making. problem-solving skills

Gather feedback from users through - Excellent communication and

surveys, interviews, and other feedback interpersonal skills, Ability to conduct
channels. Analyze feedback and provide surveys and interviews effectively Strong
Operation and Maintenance Feedback Collection Staff actionable insights to development team. analytical and reporting skills
- Bachelor's degree in Business
Identify and establish partnerships with Administration, Marketing, or related field
healthcare providers, pharmacies, and Proven experience in partnership
ambulance services. Negotiate partnership management or business development
agreements and ensure compliance with Strong negotiation and communication
Partnerships and Integration Partnership Manager regulations. skills
Policy/Procedure Description
Defines the process and criteria for hiring new employees. Includes
Recruitment Policy sourcing strategies, screening methods, interview procedures, and
selection criteria.
-Outlines the types of leave available to employees (e.g., vacation,
Leave Policy sick leave, maternity/paternity leave). <br> - Specifies procedures
for requesting and approving leave.
- Establishes expected standards of behavior and ethics for
Code of Conduct employees. <br> - Defines acceptable and unacceptable conduct
in the workplace.
- Describes the process for evaluating employee performance.
Performance Appraisal Procedures <br> - Includes criteria for assessing performance, such as goals,
objectives, competencies, and behaviors.

- Defines the process for addressing misconduct or performance

Disciplinary Actions deficiencies. <br> - Specifies the range of disciplinary actions, such
as verbal warnings, written warnings, probation, and termination.

- Outlines the benefits, perks, and incentives available to

employees. <br> - Includes monetary and non-monetary rewards,
Perks/Incentive Policy
such as bonuses, profit-sharing, health benefits, and wellness
programs.
- Describes opportunities for career growth and advancement
within the organization. <br> - Includes policies and programs for
Employee Career Enhancement Opportunity Policy
skills development, job rotation, promotions, and succession
planning.
- Defines the organization's approach to employee training and
development. <br> - Identifies training needs, priorities, and
Training & Development Policy
objectives. <br> - Specifies procedures for planning, delivering, and
evaluating training programs.
 RECRUITMENT POLICY
Introduction:
• At Care Connect, we believe in building a team of talented individuals who share our
commitment to providing exceptional healthcare services. Our recruitment policy is
designed to ensure a fair and transparent hiring process while attracting top talent to
join our organization.
• Recruitment Process:
• Job vacancies are identified based on the needs of the organization and are approved
by the HR department and relevant department heads.
• Job descriptions are created outlining the responsibilities, qualifications, and
experience required for each position.
• Vacancies are advertised internally through our company intranet and externally via job
portals, social media, and professional networks to reach a diverse pool of candidates.
• All applications are screened against the job requirements, and suitable candidates are
shortlisted for interviews.
• Interviews are conducted by a panel of interviewers comprising department heads and
HR representatives to assess candidates' suitability for the role.
• Selection decisions are based on merit, qualifications, experience, and alignment with
our company values.
• Equal opportunities:
We are committed to promoting diversity and inclusion in
our workforce. Discrimination based on race, gender,
age, religion, disability, sexual orientation, or any other
characteristic is strictly prohibited. All candidates are
given equal opportunities regardless of background.

• Feedback:
Candidates who participate in the recruitment process
receive timely feedback on their application status and
interview performance, regardless of the outcome. We
value candidates' time and effort and strive to provide a
positive experience throughout the recruitment journey
 .
Types of Leave:
• Annual Leave: Employees are entitled to 15days of
paid annual leave per year, accrued on a pro-rata
basis.
• Sick Leave: Employees may take sick leave as per
their entitlement, supported by a medical certificate
where required.
• Compassionate Leave: Employees are granted
compassionate leave in the event of the death or
serious illness of a family member or dependant.

LEAVE POLICY Leave Application Process:

• Employees must submit leave requests through the
company's HR portal at least 15 days in advance,
except in cases of emergency or unforeseen
circumstances.
• Managers are responsible for approving leave
requests based on operational requirements and team
workload, ensuring adequate coverage is maintained.

Leave Balances:
• Employees can view their leave balances and history
through the HR portal, providing transparency and
clarity on their entitlements
 Purpose:
• Our code of conduct sets out the standards of
behavior expected from all employees,
promoting a culture of professionalism, integrity,
and respect in the workplace.
Key Principles:
• Integrity: We conduct ourselves with honesty,
fairness, and transparency in all our dealings.
• Respect: We treat colleagues, customers, and
CODE OF stakeholders with dignity and respect, valuing
diversity and individual differences.

CONDUCT • Confidentiality: We maintain the confidentiality

of sensitive information and respect the privacy
rights of others.
• Compliance: We comply with all applicable
laws, regulations, and company policies,
avoiding conflicts of interest and unethical
practices.
Consequences of Non-Compliance:
• Violation of the code of conduct may result in
disciplinary action, up to and including
termination of employment, depending on the
severity of the offense.
 Purpose:
• Performance appraisals are conducted to assess employees'
performance, provide feedback, and support their professional
development and career progression.
Process:
• Performance goals and objectives are established at the
beginning of each performance cycle, aligning with the
organization's strategic objectives and individual job
responsibilities.
• Regular feedback and coaching are provided throughout the

PERFORMANCE
performance cycle to support employees in achieving their goals
and addressing any performance issues.
• Formal performance evaluations are conducted annually, using a

APPRAISAL
combination of objective measures, such as key performance
indicators (KPIs), and subjective assessments based on behavior,
attitude, and teamwork.

PROCEDURES
• Employees have the opportunity to self-assess their performance
and provide input on their strengths, achievements, and
development needs.
• Performance appraisal meetings are held between employees
and their managers to discuss the evaluation results, set
performance objectives for the upcoming year, and identify
development opportunities.
Feedback and Development:
• Feedback from performance appraisals is used to identify areas
for improvement and tailor individual development plans, which
may include training, coaching, mentoring, or job rotations to
support employees' career growth and enhance their skills and
competencies
 DISCIPLINARY ACTIONS

Policy
• Our disciplinary policy outlines the procedures for addressing
misconduct, breaches of company policies, or failure to meet
performance standards.
Investigation:
• All allegations of misconduct are thoroughly investigated, ensuring
fairness and due process for all parties involved.

Progressive Discipline:
• Disciplinary actions may range from verbal warnings and written
warnings to probation, suspension, or termination, depending on the
severity and recurrence of the offense.

Appeals Process:
• Employees have the right to appeal disciplinary decisions through a
formal appeals process, providing an opportunity for review and
reconsideration of the outcome.
PERKS/INCENTIVE
POLICY
Recognition and Reward:
• We believe in recognizing and rewarding employees for their contributions and achievements, fostering
a culture of appreciation and motivation.
Incentive Programs:
• Bonuses: Performance-based bonuses may be awarded to employees who exceed their targets or
make exceptional contributions to the organization.
• Recognition Awards: Employees are nominated for recognition awards based on their outstanding
performance, teamwork, innovation, or customer service excellence.
• Employee Referral Program: We offer incentives to employees who refer qualified candidates for job
vacancies, encouraging employee engagement in the recruitment process.
• Wellness Initiatives: We promote employee well-being through wellness programs, such as gym
memberships, health screenings, and mental health resources, to support a healthy work-life balance.
Communication:
• Details of incentive programs and eligibility criteria are communicated to employees through internal
channels, ensuring transparency and understanding of the rewards available
EMPLOYEE CAREER
ENHANCEMENT OPPORTUNITY
POLICY:

Career Development
• We are committed to supporting employees in their career growth and providing
opportunities for advancement within the organization.
Promotion and Advancement:
• Employees are considered for promotion based on their performance, potential,
and readiness for increased responsibilities. Promotion opportunities are
communicated openly, and all eligible employees are encouraged to apply.
Lateral Moves and Cross-Functional Projects:
• Employees have the opportunity to explore lateral moves or temporary
assignments in different departments or projects to broaden their skills, expand
their network, and discover new career paths.
Mentoring and Coaching:
• We offer mentoring and coaching programs to provide guidance, support, and
career advice to employees at all levels, helping them navigate their career
development journey effectively
 Continuous Learning
• We recognize the importance of continuous learning and invest in employee
training and development to enhance skills, knowledge, and capabilities.
Training Needs Assessment
Individual training needs are identified through performance appraisals, skills
assessments, and discussions between employees and their managers.

TRAINING & Training Programs:

• Technical Skills: We offer technical training programs to develop job-specific
DEVELOPMENT skills and competencies required for employees' current roles or future career
aspirations.
POLICY • Soft Skills: We provide training in areas such as communication, leadership,
teamwork, and problem-solving to enhance employees' interpersonal skills
and effectiveness in the workplace.
• Leadership Development: We offer leadership development programs for
aspiring and existing managers to build leadership capabilities and prepare
them for leadership roles.
• Industry-Specific Certifications: We support employees in obtaining
industry certifications and qualifications relevant to their roles or career goals,
enhancing their professional skills
Marketing Budget
Balance Sheet
Startup cost
Profit and Loss
Cash flow
Break Even
Salary Sheet