Emmy’s & Maddy’s First Service Encounter- Service Marketing

Group

2 featuring

Case Study Presentation

Welcome… Services

Marketing

Group- 2

Case Studypresentation

Now presenting-

Taslima Sultana Shaon(060041)

Emmy’s & Maddy’s First Service Encounter

Welcome

060007 – Saumitra Kumar Paul

060042 – Md. Nishadul Islam

060045 – Md. Serajul Islam

060027 – Md. Amirul Islam

060026 – Md. Robiul Islam

060024 – Sanjida Naznin

060011 – Ahmed Sultan

060023 – A.K.M. Reyad Rahman

060041 – Taslima Sultana Shaon

060037 - M.M.R. Chowdhury Bipu

060020 – Md. Jobaye Noor Rahman

060029 – Abu Syed Md. Lotiful Islam

060039 – Quazi Md. Zafor Iqbal Ghani

Groupmembers

Group - 2

Now presenting-


Case Studypresentation

Acknowledgement . . . .

Md. Faridul IslamAssociate professorDepartment of Marketing, RU.

Audiences & ParticipantsMBA Program (evening)

5th Batch, IBA.

Now presenting-


Now presenting-


Presentation Contents . . . . Case Studypresentation Approaching to the audience: Taslima

SultanaAn overview & summery of the case : Mr.

PlabonDiscussion on requirement 4: Mr. Soron & Mr. Sultan

Discussion on requirement 5 : Mr. Saumitra & Mr. Nishat

:: Number of Slides:

35:: Estimated time:

35

Now presenting-


An overview of the case . . .

Next . . . . . .

Will be presented by- Roll No. 060039

Quazi Md. Zafor Iqbal Ghani Plabon

!! Thank You !!

An overview of the case

Next . . . . . .


Quazi Md. Zafor Iqbal Ghani Plabon

Case study on-


CaseOverview

Now presenting:

Mr. Plabon, 060039

Emmy and Maddy were twins.

They were born in a premature stage of pregnancy and in a stormy environment.

Due to physical complexity at the time of their birth, they had to stay about nine weeks at different service units in the hospital- :: Emergency :: Maternity :: Delivery room :: Recovery Room :: Fourth floor :: NICU :: Grower room :: Nesting

During their stay at hospital, they and their parent encountered several significant experiences in the hospital due to some personnel's of the hospital.

Some of those experiences were good and memorable and some were very much disappointing.

At the end of the story, each of the twins was growing older with a good health.

We expect their good health and long happiness.

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::

::

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Now presenting:

Mr. Plabon, 060039Next ……

Requirement 4 :


Md. Jobaye Noor Rahman Soron

Discuss corrective actions that need to be taken to ensure that subsequent encounters run more smoothly.

!! Thank you !!

Requirement 4 :


Md. Jobaye Noor Rahman Soron


Next ……

Case study on-


Requirement : 4

Now presenting:

Mr. Soron(Roll No. 060020)


First Part

emergencyThe guard should be taken under a authentic training program so that in this precarious situation he can help the patient. The service should be standardized in this respect.

Corrective actions for emergency entrance ….

Requirement : 4

Now presenting:



First Part

Maternity ward

• Customization • Standardization• Training

Corrective actions for maternity ward…….

Requirement : 4

Now presenting:



First Part

Deliveryroom • Satisfactory performance

• No corrective actions required

Corrective actions for delivery room …….

Requirement : 4

Now presenting:



First Part

Recoveryroom • Satisfactory performance


Corrective actions for recovery room …….

Requirement : 4

Now presenting:



First Part

Fourth floor

• Training• Standardization • Customization• Customer management

Corrective actions for the fourth floor …….

Now presenting:



LastPart

Next . . . . . .


Ahmed Sultan

!! Thank You !!


LastPart

Next . . . . . .


Ahmed Sultan

Case study on-


Requirement : 4

Now presenting:

Ahmed Sultan(Roll No. 060011)


Last Part

NICU

Corrective actions for NICU …….

• Satisfactory performance


Requirement : 4

Now presenting:



Last Part

Corrective actions for the grower room …….

• Comprehensive training program• Conflict resolution• Standardized service

Growerroom

Requirement : 4

Now presenting:



Last Part

Nesting

Corrective actions for Nesting …….

• Satisfactory performance


Requirement : 4

Now presenting:



Last Part

Emergency

Maternity

Delivery

Recoveryroom

fourthfloor

NICU

Growerroom

Nesting

• Training program

• Customization

• Standardization

• Customer management.

Next . . . . . .

Now presenting:

Ahmed Sultan(Roll 060011)

How would you measure customer satisfaction in this situation?


Saumitra Kumar Paul

Requirement

5

!! Thank You !!

Next . . . . . .



Saumitra Kumar Paul

Requirement

5


Req

uir

em

ent

: 5

What is customer satisfaction/dissatisfaction?

The most popular dimension of customer satisfaction is that… It is a comparison of customer

expectations with perceptions regarding the actual service encounter.

Now presenting:

Saumitra Kumar Paul(Roll No. 060007)


Req

uir

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ent

: 5

Expectancy disconfirmation model

Expectation line

Per

cept

ion

line

Customers are satisfied

Customers are dissatisfied

Customers are delighted

Now presenting:



Req

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ent

: 5

Indirect measures

sales records, profits,

customer complaints…..

Direct measures

Customer satisfaction surveys.

Measuring customer satisfaction

Qualitative Quantitative Combined

Now presenting:



Req

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ent

: 5

We will give importance particularly on two

influencing factors ……

Timing of the question

Mood

Now presenting:



Now presenting:


Recovery room

NICUGrower room

Delivery roomMaternity ward

Nesting Fourth floor

Emergency

Last part of Requirement : 5


Now presenting:



Md. Nishadul Islam

Next . . . . . .

!! Thank You !!

Very dis-Very dis-satisfied satisfied

Somewhat Somewhat dissatisfied dissatisfied neutral neutral

Somewhat Somewhat satisfied satisfied

very very satisfied satisfied

1. Speed of check-in:1. Speed of check-in: □ □ □ □ □

2. Staff responsiveness at check-in:2. Staff responsiveness at check-in: □ □ □ □ □

3. Staff efficiency to help check-in:3. Staff efficiency to help check-in: □ □ □ □ □

4. Staff friendliness at check-in:4. Staff friendliness at check-in: □ □ □ □ □

5. Did you inform earlier about your arrival ? 5. Did you inform earlier about your arrival ? □ yes □ no

6. Additional comments: …………………………………………………………................6. Additional comments: …………………………………………………………................

…………………………………………………………………………………………………………………………………………………………………………………………………………..

emergency

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How would you measure customer satisfaction in this

situation?

Now presenting:

Md. M. M. R. Chowdhury(Roll No. 060037)

How would you measure customer satisfaction in this

situation?Very dis-Very dis-satisfied satisfied

Somewhat Somewhat dissatisfied dissatisfied Neutral Neutral

Somewhat Somewhat satisfied satisfied

Very Very satisfied satisfied

1. Size of the room :1. Size of the room : □ □ □ □ □

2. Comfort of bed:2. Comfort of bed: □ □ □ □ □

3. Room décor/furnishings :3. Room décor/furnishings : □ □ □ □ □

4. Cleanness of the room :4. Cleanness of the room : □ □ □ □ □

5. Adequacy of staffs :5. Adequacy of staffs : □ □ □ □ □

6. Responsiveness of staffs of your needs :6. Responsiveness of staffs of your needs : □ □ □ □ □

7. Speed/efficiency of service :7. Speed/efficiency of service : □ □ □ □ □

8. Knowledge of staff8. Knowledge of staff □ □ □ □ □

9. Helpfulness of the staff9. Helpfulness of the staff □ □ □ □ □10. Did you experience any problem during your 10. Did you experience any problem during your stay?stay? □ yes □ no

11. Write few words about the problem11. Write few words about the problem ……………………………………………………………………………………..

12. Did you contact anyone to resolve the 12. Did you contact anyone to resolve the problem?problem? □ yes □ no

12. Was the problem resolved to your satisfaction?12. Was the problem resolved to your satisfaction? □ yes □ no

13. Additional comments: …………………………………………………………...................................................................13. Additional comments: …………………………………………………………...................................................................

Maternityward

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Now presenting:



Now presenting:


Very Very likelylikely

Somewhat Somewhat likelylikely Neutral Neutral

Somewhat Somewhat unlikely unlikely

Very Very unlikely unlikely

1. How likely are you to…1. How likely are you to…

return to this hospital if you have same return to this hospital if you have same problem?problem? □ □ □ □ □

recommend this hospital to a others?recommend this hospital to a others? □ □ □ □ □

Very Very satisfiedsatisfied

Somewhat Somewhat satisfiedsatisfied Neutral Neutral

Somewhat Somewhat dissatisfieddissatisfied

Very dis-Very dis-satisfiedsatisfied

2. Overall experience is this hospital :2. Overall experience is this hospital : □ □ □ □ □

3. The experience compared to other hospitals :3. The experience compared to other hospitals : □ □ □ □ □

4. speed/efficiency of checkout process :4. speed/efficiency of checkout process : □ □ □ □ □

5. Accuracy of billing :5. Accuracy of billing : □ □ □ □ □

6. What about the bills comparing the services?6. What about the bills comparing the services? □ very high □ high □ medium □ low □ very low

6. What about the bills comparing other hospitals?6. What about the bills comparing other hospitals? □ very high □ high □ medium □ low □ very low

13. Additional comments: …………………………………………………………...................................................................13. Additional comments: …………………………………………………………...................................................................

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Interactive session

Questions

&

Answers

Emmy’s & Maddy’s First Service Encounter- Service Marketing

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Transcript of Emmy’s & Maddy’s First Service Encounter- Service Marketing