The Quality Improvement Customer didn’t Want(A Case Analysis)

BY- Swati Sharma Anuj Singh: 

BY- Swati Sharma Anuj Singh The Quality Improvement Customer didn’t Want(A Case Analysis).....

Key Terms in Case…..: 

Key Terms in Case….. Service: Are deeds, processes, and performance provided or coproduce by one entity for another entity. A type of economic activity that is intangible, is not stored and does not result in ownership. A service is consumed at the point of sale. Intangible products such as accounting, banking, cleaning, consultancy, education, insurance, expertise, medical treatment, or transportation. Quality : Composed of those characteristics and features of a product or service or process which are needed to satisfy customer needs. Service Quality : Used in both customer care evaluations and in technological Evaluations . The quality of service deals with measuring the incidence of errors within a process which may cause for the creation of issues for an end user.

Key Terms in Case…..: 

Key Terms in Case….. Service Operations Where inputs are processed and service elements created Includes facilities, equipment, and personnel Service Delivery Where “final assembly” of service elements takes place and service is delivered to customers Includes customer interactions with operations and other customers Service Marketing Includes service delivery (as above) and all other contacts between service firm and customers

Companies and Shostak Scale of Service…..: 

Companies and Shostak Scale of Service….. Shostak Scale for Service :

Key Issues…..: 

Key Issues….. Technology Advancement Organizational Change and Advancement Requirement of change in traditional system Retain the Brand Image Importance of competitors strategy Importance of Service Quality and Customer Satisfaction In health care. Modernization V/S Traditional Culture

Technology Advancement in HealthCare One……: 

Technology Advancement in HealthCare One…… Use of Identification Card. Computerized record of member’s, processes new information and then routes the members to the appropriate staff person consultation. It helps to generate standardize form of data, which could be pass to insurance companies and other government institution.

Requirement of change in traditional system…… : 

Requirement of change in traditional system…… Organizational Change and Advancement In this case no cutting of staff occur after advancement in technology Installment of new generation system is a big investment Requirement of staff training

Requirement of change in traditional system…… : 

Requirement of change in traditional system…… Importance of competitors strategy… Initiators may take advantages of attracting more customer. To be in the competition, Competitors either have to move in same direction or search a path for differentiation.

Requirement of change in traditional system……: 

Requirement of change in traditional system…… Quality Improvement and Customer Satisfaction Redefine quality Ensuring the delivery of consistent quality Designing and testing new services Communicating and maintaining a consistent image Accommodating fluctuating demand Motivating and sustaining employee commitment Coordinating marketing, operations, and human resource efforts

Requirement of change in traditional system : 

Requirement of change in traditional system Retain the Brand Image Create differentiation in service Regular customer satisfaction More information on health clubs and their wellness program .

Modernization V/S Traditional Culture in health care Industry…..: 

Modernization V/S Traditional Culture in health care Industry….. Factors Modern Culture Traditional Culture Technical Computerization of Human work. Like Paying Bills, Checking In and out All services done manually Waiting Time Less waiting time More waiting time Heterogeneity of Service Low High People Patient and Nurse interact in small partitioned cubicles but Less Human Interaction No privacy but high Human Interaction Physical Evidence Computerized reception area Human dominated reception area Process Use of more equipment and less human interaction Less use of equipment and High human Interaction

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