NEW AGE INTEGRATED HEALTHCARE MODEL

WHAT IS SERVICE PROFI T CHAIN?

Service Profit Chain establishes relationship

between profitability, customer loyalty and employee satisfaction ,loyalty and productivity.

HOW ARE THEY LINKed?Profit and Growth are stimulated primarily by

Customer loyalty.

Loyalty is a direct result of Customer Satisfaction.

Satisfaction is largely influenced by the Value of services provided to the customer.

.

LINKED

• Value is created by satisfied ,loyal and productive Employees.

• Employees Satisfaction in turn results primarily from high quality support services and polices that enable employees to deliver results to customers.

SERVICE PROFIT CHAIN

OPERATIONS STRATEGY AND SERVICE DELIVERY SYSTEM

INTERNAL SERVICE QUALITY.

EMPLOYEE SATISFACTION.

INTERNAL SERVICE QUALITYWORKPLACE DESIGN.

JOB DESIGN.

EMPLOYEE SELECTION AND DEVELOPMENT.

EMPLOYEE REWARDS AND RECOGNITION.

TOOLS FOR SERVING CUSTOMERS.

EMPLOYEE SATISFACTION

EMPLOYEE RETENTION EMPLOYEE PRODUCTIVITY

EXTERNAL SERVICE VALUE- IS SERVICE CONCEPT RESULTS FOR CUSTOMERS.

CUSTOMERSATISFACTION

SERVICE DESIGN&

DELIVEREDTO MEET

TARGETEDCUSTOMER’S

NEED.

CUSTOMER LOYALTY

RETENTIONREPEAT

BUSSINESSREFERRALS

OUTPUT

REVENUE GROWTH.

PROFITBILITY.

EXPRESS CLINICS

• STANDARD WORKPLACE DESIGN.• JOB’S MUST BE DEFINED.• PROCESS TO SET UP FOR EMPLOYEE.

SELECTION AND DEVELOPMENT.• MEASURING PRODUCTIVITY OF EMPLOYEE.• REWARDS AND RECOGNITION OF EMPLOYEE.

TOOLS FOR SERVING THE CUSTOMER.

• SOP- STANDARD OPERATING PROCEDURE.• An SOP is a written document or instruction detailing

all steps and activities of a process or procedure• In clinical research, the

International Conference on Harmonisation (ICH) defines SOPs as "detailed, written instructions to achieve uniformity of the performance of a specific function".

TOOLS FOR SERVING THE CUSTOMER.

• CUSTOMER RELATIONSHIP MANAGEMENT DEPARTMENT-processes implemented by a company to handle its TOUCH POINTS with its customers.

• World-class companies have discovered that the best way to streamline customer TOUCHPOINT is to provide cross-functional training so that employees understand the entire customer cycle in all cases.

• Cross-functional trainings are not just business obligations for companies, but an effective a mechanism to cater to individual interests and career growth prospects as well.

• Companies are increasingly indulging in cross-training their skilled staff who show the potential spark, not only to satisfy their business interests, but also to help employees satisfy their personal appetite for sharpening the skill sets and broadening the knowledge base.

• Cross-functional trainings are not confined to HR or finance, but extend to areas like strategy and marketing as well. Cross-skilled employees mean active deployment of resources for organizational development.

• These trainings help companies to build general managers, and employees to break out of their role fatigue by providing opportunities of vertical growth in career track, opening up multiple career tracks, and applying the business acumen in day-to-day activities, thereby adding significant value to their own profile.”

• “Cross-functional training is essential for organizations today to understand and derive business process knowledge across business lines and to implement the best practices into respective teams. It facilitates organizational learning, enabling the employees to perform a wider variety of tasks and infusing flexibility in work scheduling, leading to an improved coordination.”

ACTION PLAN

• SOP to be document and implemented which will define the roles and responsibilities and standard procedure of guiding to handle a patient.

• Crm department need to be set in house or Outsourced by end of October.

THANK YOU !!!