VOLATILITY, UNCERTAINTY, COMPLEXITY, AND AMBIGUITY (VUCA) IN THE NEW NORMAL: THE CASE OF PRIVATE HEALTHCARE INSTITUTIONS IN MAJOR CITIES OF LAGUNA PROVINCE

The study aimed to explore the experiences of private healthcare institutions brought about by business volatility, uncertainty, complexity, and ambiguity (VUCA) in the new normal. This was the basis of developing an operations management plan. The study used quantitative- descriptive research design. There were 102 employees working in healthcare institutions participated in the study. Researcher-made instrument was used to gather data in this study. Results reveal that respondents are afraid to get infected by the COVID-19 virus. There are tremendous physical pressure and excessive workload that led to mental stress. There is no extra incentive for them despite working extra hours. There were insufficiency of medical staff and equipment which resulted in excessive workload and safety hazards. Moreover, respondents applied different coping mechanisms in operations management. Thus, there is a significant difference in the challenges when the respondents are grouped according to profile however no significant difference in the assessment of the respondents on the challenges in operational management when grouped according to their gender and position. Hence, this research study will help in understanding the role and importance of managing a healthcare institution with the rapid change of process in a chaotic and turbulent business environment that has become the new normal. Keywords: Ambiguity, Challenges, Complexity, Coping Mechanisms, Healthcare Institution,