Shouldice Hospital Limited

FACTORS OF SERVICE SUCESS

Authorize every staff the prompt rights to solve the customers' problems.

Mutual aids and cooperation.

They "find out the problem and solve it and prevent them to happen again".

Prompt feedback for improvement.

Human resource management. 7 day training has been established since the 80's. It is proven to have set high standard training.(training center)

The Ritz-Carlton is selling an experience: not only food , rooms or drinks but SERVICE

• •Information. A unique feature of the Shouldice service is the annual alumni reunion, which represents a continuing relationship of the hospital with its patients. Keeping information on patients allows Shouldice to build a loyal customer base, which is an effective word-of-mouth advertising medium. Providing free annual check-ups also allows Shouldice to build a unique data base on its procedure.

he managerial elements of the Shouldice service concept also support the strategy of delivering a quality medical procedure:

• •Service encounter. All employees are trained to help counsel patients and en courage them to achieve a rapid recovery. A service culture fostering a family type atmosphere is reinforced by communal dining for both workers and pa tients.

• •Quality. The most important quality feature is the adherence of all physicians to the Shouldice method of hernia repair, which results in the low recurrence rate of inguinal hernias among these patients. In addition, patients with dif ficulties are referred back to the doctor who performed the procedure. Per ceived quality is enhanced by the Shouldice experience, which is more like a short holiday than a typical hospital stay.

1 How do the eight elements of Shouldice's service design account fot the success of the hospital?

Structural:

Delivery system. Front and back office, automation, customer participation. Facility design. Size, aesthetics, layout.

location.