10-Step Service-Product Marketing Plan, Uy, Raymonde
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Transcript of 10-Step Service-Product Marketing Plan, Uy, Raymonde
10 STEP Marketing Plan:
The Medical City Emergency Department
Raymonde C. UyNovember, 2010
1
5 Steps for Part 1 (PTM and Positioning)1. Mostly, but not limited to class ABC
patients with medical emergencies2. Who wants to get medical treatment
and relief3. Can choose St. Lukes, Cardinal Santos,
Makati Med4. Gap is prime location, and hotel-like
ambience and services
5 Steps for Part 2(Marketing Mix & Strategy)6. JCIA-accredited emergency room7. Price for 5-star accommodation8. Information-education videos, posers,
newsletters in waiting areas9. Caters to Quezon City – Pasig area10. High-class, niche approach
Positioning to the Primary Target MarketPart 1:Steps 1 to 5
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1.Close-up primary target market (PTM) are class ABC patients
Demographics: any age, high social class (ABC)
Lifestyle: not specific, but luxurious Behavior: minor – major complaints,
nitpicky, expects quality interactions
I want to be healthy
I want to have a qualityEmergency treatment
Confidentiality
I am a patient-partner
I can afford the expensiveMedical bills
2. My PTM’s NWEHigh class emergency patients need…
A place where they do not feel that they are in a hospital
These patients choose TMC-ER because of its international accreditation, proximity, social class catering, and hotel ambiance.
Patients expect fast, accurate, and reliable medical diagnostics and management, which goes hand-in-hand with hotel-like relations with health care team members
3a. TMC-ER has competitors with the same niche market and relative proximity
Direct: St. Luke’s Medical Center, Cardinal Santos, Makati Medical Center
Indirect: Self-medication, OPD private clinics and diagnostic centers
Variables: Social stratum, affordability, diagnostic packages, swift results, hospitality,
TMC-ER is highly competitive in the high-price health services in all social classes
Price / Class Matrix
A B C D
High price
Low Price
TMC-ERSt. Lukes
Price vs. Social Class Matrix
TMC-ER
TMC-ERCardinal SantosMakati
Med
PublicHospitals
TMC-ER’s unique positioning is shown in this competitive map
Positioning vs. Brand Matrix
4. TMC-ER positions strongly in a niche market opportunity
TMC-ER is the only ER in the vicinity of class ABC families in Quezon City – Pasig boundary
Hotel-like accommodationsFocus patients as partnersOther convenient services around the
vicinity JCIA-accreditedNo brand has all the positions
5a. Market SizePasig City population (May 2000)
505,058 ; double in 46 years4th biggest city in NCR
Grabs generally ~80% of immediate proximity in Pasig
Slightly limited by geographic scope
The Marketing Mix StrategyPart 2:Steps 6 to 10
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Product categoryThe Emergency Department is a 24-hour
service department principally dedicated to immediate and competent first contact care of patients whose conditions require prompt attention.
Product categoryProvides immediate medical assessment and
initiates treatment.
1. Consultation and initiation of diagnostic work-up2. Cardio-pulmonary resuscitation3. Initial management of injuries and poisonings4. Generating initial orders for patients requiring
emergency admission5. Short-stay holding for observation, treatment,
drug administration and monitored stay prior to admission or transfer
Product categoryProvides immediate medical assessment and
initiates treatment.
6. Transition room for temporarily accommodating patients who need to be admitted when there is no room available
7. Isolation room that for potentially infectious patients
8. Bite management9. ENT/Ophthalmology clinic10. Ambulance services both for in- and out-patients.
Other Major brands / competition
St. Luke’s The foremost and the
most admired hospital in the Philippines
Finest medical expertise, the most sophisticated medical technology and facilities, and a deep-rooted culture of compassion.
Makati Medical Center When life is on the line,
EXPERIENCE matters Compared to fine wine 39 years of solid
service History of
achievements and milestones.
7. PriceHospital PriceTMC-ER 980SLMC 1000MMC 1030
8a. Promo
Competitor promo
9. Place Pasig – Quezon City area Auxiliary units around the metropolitan
and provinces surrounding the business and commercial centers
Generic winning strategy Low Cost Producer Supply and Distribution Leverage Differentiation
Niche
TMC-ER is a niche leaderTo provide excellent emergency medical services in the context of a luxurious, and hotel-like physician and health-worker relations and services
TMC has been accredited by the Joint Commission International Accreditation (JCIA) for obtaining and maintaining the highest international standards of quality for healthcare organizations. JCIA is widely-recognized as the most prestigious accrediting body for international healthcare organizations. In its evaluation by JCIA, TMC received perfect scores in standards related to access to care, continuity of care, quality improvement and patient safety, an exceptional achievement by any measure.
SUMMARY
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5 Steps for Part 1 (PTM and Positioning)1. Mostly, but not limited to class ABC
patients with medical emergencies2. Who wants to get medical treatment
and relief3. Can choose St. Lukes, Cardinal Santos,
Makati Med4. Gap is prime location, and hotel-like
ambience and services
5 Steps for Part 2(Marketing Mix & Strategy)6. JCIA-accredited emergency room7. Price for 5-star accommodation8. Information-education videos, posers,
newsletters in waiting areas9. Caters to Quezon City – Pasig area10. High-class, niche approach
10 STEP Marketing Plan:
The Medical City Emergency Department
Raymonde C. UyNovember, 2010
29