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Hospital requirements from Medical Textile Industry. G.Balamurugan , BPT. MHA Quality Service Manager, Meenakshi Mission Hospital & Research Centre, Madurai. Indian Health Care. Industry size-Rs.20,000 cr. Per capita spending - 4% of GDP Expected -6% of GDP - PowerPoint PPT Presentation
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Hospital requirements from
Medical Textile Industry
G.Balamurugan,BPT. MHA
Quality Service Manager,
Meenakshi Mission Hospital & Research Centre, Madurai
3
Indian Health Care• Industry size - Rs.20,000 cr.
• Per capita spending - 4% of GDP
• Expected - 6% of GDP
• Total Healthcare sector - Rs.73,000 cr.
• Expected growth of 13% for next 6 years
• Highly technology driven, a big bet
• High value – low value products
• Research & Development
• Innovation
• Transformation
4
Status of Indian Industry
• Highly disintegrated
• 2300 players in organized spinning sector
• 280 composite mills
• 1000 weaving units
• 1,45,000 independent processing units
• Status of machinery tech.?
5
Revenues from private hospitals (In Billion)
16
36
0
5
10
15
20
25
30
35
40
2007 2012
Year
6
Health Insurance Sector (In Crores)
3200
17,000
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
2007 2012
Year
7
Medical Equipment Industry (In Crores)
9790
22,396
0
5000
10000
15000
20000
25000
2007 2012
Year
8
Medical Textiles (In Crores)
1822
3388
0
500
1000
1500
2000
2500
3000
3500
4000
2007 2012
Year
9
Medical Tourism (In Crores)
2025
6678
0
1000
2000
3000
4000
5000
6000
7000
8000
2007 2012
Year
10
Designing brand strategy
• Cut throat competition
• Brand reputation
• Brand value
• Reputation value
• Experiential value
Complaints Are Not Enough
• ‘Customer satisfaction’ is “customers’ perception of the
degree to which the customer’s requirements have been fulfilled.
• Customer complaints are a common indicator of low
customer satisfaction but their absence does not necessarily
imply high customer satisfaction.
Components of Competitive Edge
Quality
Innovation
Value of Money
Personal Service
Flexibility
Charity Image
Brand Loyalty
Unique Selling Proposition
Customer Care Culture
Communication
Commitment
Customer SatisfactionPercentage of people who say they are satisfied with these kinds of customer service.
52
20
13
7 62
0
10
20
30
40
50
60
Face to face Telephone Letter Web Email Chat
The customer feedback ‘Iceberg’
Of those whose customer experience is below expectation:-
10% make an
official complaint
25% mention the problem to an employee
65% don’t talk to anyone in the organization may take their business elsewhere,
but tell lots of other people.
You can influence the result
It’s unlikely you will know
A problem well solved often creates a delighted customer
Convert Problems Into Opportunities
Failures in Success Story
Success is a journey,not an end
Permission to fail is one of the greatest motivators
Analyzing the failures with open mind is also a motivator
Good companies celebrate failures like celebrating success
Management should support success and failures equally.
Complaint Is a Gift
Goals of Customer Focus:
End goal of customer focused strategies is the same:
Boosting retention and repurchase = more sales!!!
Creating Better Products or Services
Offering compelling customer experience
Building deeper customer relationships
3%5%
9%
14%
69%
No reason
Other Suppliers
Competitors
Product Dissat.
Attitude of owner,manager or employee
Why Customer Satisfaction is important?
“The reasons why customers no longer deal with a particular supplier”
20
1 satisfied customer BRINGS = 8 new customers
1 dissatisfied customer SPOILS = 21 potential customers
- Harvard Business Review
Customer Lifetime Value
Average transaction value
Yearly frequency of purchase
Customer life expectancy
x
x
Understand Satisfaction Drivers
Customer Customer SatisfactionSatisfaction
Access to products &
Services
Emotional Factor
Service Quality
PriceProduct Quality
Annual Customer
Satisfaction Surveys
Focus Groups (Formal/ informal)
Online Questionnaires
Phone or Fax Surveys
Feedback Forms
Online Polls
Customer Service
FeedbackCRM
Software
Other Surveys (Benchmarking, Employee, Org
Alignment)
Different forms of measurement
Customer is the king
Company
Product / Service
Repeat Purchase
Customer
Satisfaction or Dissatisfaction
Expectation
Loyal Customers
• Make regular repeat purchases
• Purchases across product and service lines
• Refers others
• Demonstrates an immunity to the pull of the competition
26
WHAT IS CULTURE
INDIVIDUAL - ACTIVITY
REPEATED ACTIVITY BY AN INDIVIDUAL - BEHAVIOUR
REPEATED BEHAVIOUR - HABIT
REPEATED BEHAVIOUR BY THE
SOCIETY FOR YEARS - CULTURE
27
Deterring factors
• High hygiene standards
• Raw – finished product
• Lack of customized production
• Shift to value added products
• Infection control
• Communication channels
Supportive Leadership
29
Federation of Hospital Administrators
• Unique platform
• “HOSMAN” –Newsletter
• Conferences and seminars
Giving customers a memory and experience so great that they'll want
to repeat it.
Food for Thought