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Hospital requirements from Medical Textile Industry

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

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Hospital requirements from Medical Textile Industry

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  1. Hospital requirements from Medical Textile Industry G.Balamurugan,BPT. MHA Quality Service Manager, Meenakshi Mission Hospital & Research Centre, Madurai

  2. 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

  3. 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.?

  4. Designing brand strategy • Cut throat competition • Brand reputation • Brand value • Reputation value • Experiential value

  5. Complaints Are Not Enough • ‘Customer satisfaction’ is “customers’ perceptionof 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.

  6. Components of Competitive Edge • Quality • Innovation • Value of Money • Personal Service • Flexibility • Charity Image • Brand Loyalty • Unique Selling Proposition • Customer Care Culture • Communication • Commitment

  7. Customer Satisfaction Percentage of people who say they are satisfied with these kinds of customer service.

  8. The customer feedback ‘Iceberg’ Of those whose customer experience is below expectation:- You can influence the result 10% make an official complaint It’s unlikely you will know 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. A problem well solved often creates a delighted customer

  9. Convert Problems Into Opportunities

  10. 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.

  11. Complaint Is a Gift

  12. Creating Better Products or Services Offering compelling customer experience Building deeper customer relationships Goals of Customer Focus: End goal of customer focused strategies is the same: Boosting retention and repurchase = more sales!!!

  13. Why Customer Satisfaction is important? “The reasons why customers no longer deal with a particular supplier”

  14. 1 satisfied customer BRINGS = 8 new customers 1 dissatisfied customer SPOILS = 21 potential customers - Harvard Business Review

  15. Customer Lifetime Value Average transaction value Yearly frequency of purchase Customer life expectancy x x

  16. Access to products & Services Emotional Factor Service Quality Product Quality Price Understand Satisfaction Drivers Customer Satisfaction

  17. Online Questionnaires Annual Customer Satisfaction Surveys Phone or Fax Surveys Feedback Forms Customer Service Feedback Focus Groups (Formal/ informal) Online Polls Other Surveys (Benchmarking, Employee, Org Alignment) CRM Software Different forms of measurement

  18. Customer is the king Company Product / Service Customer Expectation Satisfaction or Dissatisfaction Repeat Purchase

  19. Loyal Customers • Make regular repeat purchases • Purchases across product and service lines • Refers others • Demonstrates an immunity to the pull of the competition

  20. WHAT IS CULTURE INDIVIDUAL - ACTIVITY REPEATED ACTIVITY BY AN INDIVIDUAL - BEHAVIOUR REPEATED BEHAVIOUR - HABIT REPEATED BEHAVIOUR BY THE SOCIETY FOR YEARS - CULTURE

  21. Deterring factors • High hygiene standards • Raw – finished product • Lack of customized production • Shift to value added products • Infection control • Communication channels

  22. Supportive Leadership

  23. Federation of Hospital Administrators • Unique platform • “HOSMAN” –Newsletter • Conferences and seminars

  24. Food for Thought Giving customers a memory and experience so great that they'll want to repeat it.

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