11276838 Emmys Maddys First Service Encounter Service Marketing

7/27/2019 11276838 Emmys Maddys First Service Encounter Service Marketing

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Group 2 featuringCase Study Presentation


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WelcomeServices Marketing

Group- 2

Case

Studypresentation

Now presenting-

Taslima Sultana Shaon(060041)

Emmys & Maddys

First ServiceEncounter


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Welcome

060007 Saumitra Kumar Paul

060042 Md. Nishadul Islam

060045 Md. Serajul Islam

060027 Md. Amirul Islam

060026 Md. Robiul Islam

060024 Sanjida Naznin

060011 Ahmed Sultan

060023 A.K.M. Reyad Rahman

060041 Taslima Sultana Shaon060037 - M.M.R. Chowdhury Bipu

060020 Md. Jobaye Noor Rahman

060029 Abu Syed Md. Lotiful Islam

060039 Quazi Md. Zafor Iqbal Ghani

Group

members

Group - 2

Now presenting-


Case

Studypresentation


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Acknowledgement . . . .

Md. Faridul IslamAssociate professor

Department of Marketing, RU.

Audiences & ParticipantsMBA Program (evening)5th Batch, IBA.

Now presenting-



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Now presenting-


Presentation Contents . . . .

Case

Studypresentation Approaching to the audience: Taslima Sultana

An overview & summery of the case : Mr. Plabon

Discussion on requirement 4: Mr. Soron & Mr. Sultan

Discussion on requirement 5 : Mr. Saumitra & Mr. Nishat

:: Number of Slides: 35 :: Estimated time: 35


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Now presenting-


An overview of the case . . .

Next . . . . . .

Wil l be presented b y- Roll No. 060039

Quazi Md. Zafor Iqbal Ghani Plabon


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!! Thank You !!


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An overview of the case

Next . . . . . .


Quazi Md. Zafor Iqbal Ghani Plabon

Case study on-

Emmys & MaddysFirst Service Encounter


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Case

Overview

Now present ing:

Mr. Plabon, 060039

Emmy and Maddy were twins.

They were born in a premature stage of pregnancy and in a stormy environment.

Due to physical complexity at the time of their birth, they had to stay about nineweeks at different service units in the hospital-::Emergency ::Maternity ::Delivery room ::Recovery Room::Fourth floor ::NICU ::Grower room ::Nesting

During their stay at hospital, they and their parent encountered severalsignificant experiences in the hospital due to some personnel's of the hospital.

Some of those experiences were good and memorable and some were very muchdisappointing.

At the end of the story, each of the twins was growing older with a good health.

We expect their good health and long happiness.

::

::

::

::

::

::


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Now present ing:

Mr. Plabon, 060039Next

Requirement

4 :


Md. Jobaye Noor Rahman Soron

Discuss corrective actions that need to betaken to ensure that subsequentencounters run more smoothly.


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!! Thank you !!


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Requirement

4 :


Md. Jobaye Noor Rahman Soron

Discuss corrective actions that need to betaken to ensure that subsequent encountersrun more smoothly.

Next Case study on-



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Requirement : 4

Now presenting:

Mr. Soron(Roll No. 060020)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

First Part

emergency

The guard should be taken under aauthentic training program so thatin this precarious situation he canhelp the patient. The service should

be standardized in this respect.

Corrective actions for emergency entrance .


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Requirement : 4

Now presenting:




First Part

Maternityward

Customization

Standardization

Training

Corrective actions for maternity ward.


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Requirement : 4

Now presenting:




First Part

Deliveryroom Satisfactory performance

No corrective actions required

Corrective actions for delivery room .


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Requirement : 4

Now presenting:




First Part

Recoveryroom Satisfactory performance


Corrective actions for recovery room .

N ti


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Requirement : 4

Now presenting:




First Part

Fourthfloor

Training

Standardization

Customization

Customer management

Corrective actions for the fourth floor .

N ti


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Now presenting:


Discuss corrective actions that need to be taken to ensure

that subsequent encounters run more smoothly.

LastPart

Next . . . . . .

Wil l be presented by - Roll No. 060007

Ahmed Sultan


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!! Thank You !!


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Discuss corrective actions that need tobe taken to ensure that subsequentencounters run more smoothly.

LastPart

Next . . . . . .


Ahmed Sultan

Case study on-


N ti


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Requirement : 4

Now presenting:

Ahmed Sultan(Roll No. 060011)



Last Part

NICU

Corrective actions for NICU .

Satisfactory performance


Now presenting:


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Requirement : 4

Now presenting:




Last Part

Corrective actions for the grower room .

Comprehensive training program

Conflict resolution

Standardized service

Growerroom

Now presenting:


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Requirement : 4

Now presenting:




Last Part

Nesting

Corrective actions for Nesting .

Satisfactory performance


Now presenting:


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Requirement : 4

Now presenting:




Last Part

Emergency

Maternity

Delivery

Recoveryroom

fourthfloor

NICU

Growerroom

Nesting

Training program

Customization

Standardization

Customer management.

Now presenting:


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Next . . . . . .Now presenting:

Ahmed Sultan

(Roll 060011)

How would you measure customer

satisfaction in this situation?


Saumitra Kumar Paul

Requirement5


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!! Thank You !!


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Next . . . . . .


satisfaction in this situation?


Saumitra Kumar Paul

Requirement5

How would you measure customer Now presenting:


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How would you measure customersatisfaction in this situation?

Requirement

:5

What is customer satisfaction/dissatisfaction?

The most popular

dimension of

customer satisfaction

is that It is a comparison of customer

expectations with perceptions

regarding the actual serviceencounter.

p g

Saumitra Kumar Paul(Roll No. 060007)



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Requirement

:5

Expectancy disconfirmation model

Expectation line

Per

ception

line

Customers are satisfied

Customers are dissatisfied

Customers are delighted

p g




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Requirement

:5

Indirect measures

sales records, profits,

customer complaints..

Direct measures

Customer satisfaction

surveys.

Measuring customer satisfaction

Qualitative Quantitative Combined

p g



Now presenting:


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Requirement:5

We will give importance particularly on two

influencing factors

Timing of the question

Mood

p g




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Recovery

room

NICUGrower room

Delivery roomMaternity ward

Nesting Fourth floor

Emergency

Now presenting:


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Last part of Requirement : 5


Saumitra Kumar Paul

(Roll No. 060007)


Md. Nishadul Islam

Next . . . . . .


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!! Thank You !!

5H ld

Now presenting:

d h dh


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Very dis-

satisfied

Somewhat

dissatisfied neutral

Somewhat

satisfied

very

satisfied

1. Speed of check-in:

2. Staff responsiveness at check-in:

3. Staff efficiency to help check-in:

4. Staff friendliness at check-in:

5. Did you inform earlier about your arrival ? yes no

6. Additional comments: ................

.

emergency

Requirement: How would you measure

customer satisfaction inthis situation?

Md. M. M. R. Chowdhury(Roll No. 060037)

Ho o ld o meas e5 Now presenting:

Md M M R Ch dh


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How would you measurecustomer satisfaction in

this situation?

Very dis-

satisfied

Somewhat

dissatisfied Neutral

Somewhat

satisfied

Very

satisfied

1. Size of the room :

2. Comfort of bed:

3. Room dcor/furnishings :

4. Cleanness of the room :

5. Adequacy of staffs : 6. Responsiveness of staffs of your needs :

7. Speed/efficiency of service :

8. Knowledge of staff

9. Helpfulness of the staff

10. Did you experience any problem during your stay? yes no

11. Write few words about the problem ..

12. Did you contact anyone to resolve the problem? yes no

12. Was the problem resolved to your satisfaction? yes no

13. Additional comments: ...................................................................

Maternityward

Requirement:


Now presenting:

Md M M R Ch dh

:5


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Very

likely

Somewhat

likely Neutral

Somewhat

unlikely

Very

unlikely

1. How likely are you to

return to this hospital if you have same problem?

recommend this hospital to a others?

Very

satisfied

Somewhat

satisfied Neutral

Somewhat

dissatisfied

Very dis-

satisfied

2. Overall experience is this hospital :

3. The experience compared to other hospitals :

4. speed/efficiency of checkout process :

5. Accuracy of billing :

6. What about the bills comparing the services? very high high medium low very low

6. What about the bills comparing other hospitals? very high high medium low very low

13. Additional comments: ...................................................................

Requirement:


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Interactive session

Questions

&

Answers

Documents

11276838 Emmys Maddys First Service Encounter Service Marketing