Group 2

featuring

Case Study Presentation

Now presenting-

Taslima Sultana Shaon

Case Study
presentation

(060041)

Emmys & Maddys First Service Encounter

Welcome
Group- 2 Services Marketing

Welcome
Case Study
presentation

Now presenting-

Taslima Sultana Shaon

(060041)

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

Group members

060029 Abu Syed Md. Lotiful Islam 060039 Quazi Md. Zafor Iqbal Ghani

Group - 2

Acknowledgement . . . .

Now presenting-

Taslima Sultana Shaon

(060041)

Md. Faridul Islam

Associate professor Department of Marketing, RU.

Audiences & Participants

MBA Program (evening) 5th Batch, IBA.

Presentation Contents . . . .
Case Study
presentation

Now presenting-

Taslima Sultana Shaon

(060041)

Approaching to the audience: Taslima

Sultana
Plabon

An overview & summery of the case : Mr. Discussion on requirement 4: Mr. Soron Discussion on requirement 5 : Mr. Saumitra

& Mr. Sultan & Mr. Nishat

:: Number of Slides:

35

:: Estimated time: 35

Next . . . . . .

Now presenting-

Taslima Sultana Shaon

(060041)

An overview of the case . . .

Will be presented by-

Roll No. 060039

Quazi Md. Zafor Iqbal Ghani Plabon

!! Thank You !!

Next . . . . . .

Case study onEmmys & Maddys First Service Encounter

An overview of the case

Will be presented by-

Roll No. 060039

Quazi Md. Zafor Iqbal Ghani Plabon

Case Overview
::
:: ::

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.

::

::

::

Next
Requirement 4:

Now presenting:
Mr. Plabon, 060039

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

Will be presented by-

Roll No. 060020

Md. Jobaye Noor Rahman Soron

!! Thank you !!

Next
Requirement 4:

Case study onEmmys & Maddys First Service Encounter

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

Will be presented by-

Roll No. 060020

Md. Jobaye Noor Rahman Soron

Requirement : 4

First Part

Mr. Soron
(Roll No. 060020)

Now presenting:

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

Corrective actions for emergency entrance .

emergency

The 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.

Requirement : 4

First Part

Mr. Soron
(Roll No. 060020)

Now presenting:

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

Corrective actions for maternity ward.

Maternity ward

Customization Standardization Training

Requirement : 4

First Part

Mr. Soron
(Roll No. 060020)

Now presenting:

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

Corrective actions for delivery room .

Delivery room

Satisfactory performance No corrective actions required

Requirement : 4

First Part

Mr. Soron
(Roll No. 060020)

Now presenting:

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

Corrective actions for recovery room .

Recovery room

Satisfactory performance No corrective actions required

Requirement : 4

First Part

Mr. Soron
(Roll No. 060020)

Now presenting:

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

Corrective actions for the fourth floor .

Fourth floor

Training Standardization Customization Customer management

Next . . . . . .
Last Part

Mr. Soron
(Roll No. 060020)

Now presenting:

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

Will be presented by-

Roll No. 060007

Ahmed Sultan

!! Thank You !!

Next . . . . . .
Last Part

Case study onEmmys & Maddys First Service Encounter

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

Will be presented by-

Roll No. 060007

Ahmed Sultan

Requirement : 4

Last Part

Ahmed Sultan
(Roll No. 060011)

Now presenting:

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

Corrective actions for NICU .

NICU

Satisfactory performance No corrective actions required

Requirement : 4

Last Part

Ahmed Sultan
(Roll No. 060011)

Now presenting:

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

Corrective actions for the grower room .

Grower room

Comprehensive training program Conflict resolution Standardized service

Requirement : 4

Last Part

Ahmed Sultan
(Roll No. 060011)

Now presenting:

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

Corrective actions for Nesting .

Nesting

Satisfactory performance No corrective actions required

Requirement : 4

Last Part

Ahmed Sultan
(Roll No. 060011)

Now presenting:

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

Emergency

fourth floor

Training program
Maternity

Customization

NICU

Delivery

Standardization
Customer management.

Grower room

Recovery room

Nesting

Next . . . . . .
Requirement

Now presenting:

Ahmed Sultan
(Roll 060011)

How would you measure customer satisfaction in this situation?

Will be presented by-

Roll No. 060007

Saumitra Kumar Paul

!! Thank You !!

Next . . . . . .

Requirement

How would you measure customer satisfaction in this situation?

Will be presented by-

Roll No. 060007

Saumitra Kumar Paul

How would you measure customer satisfaction in this situation?

Saumitra Kumar Paul

Now presenting:

(Roll No. 060007)

Requirement : 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.

How would you measure customer satisfaction in this situation?

Saumitra Kumar Paul

Now presenting:

(Roll No. 060007)

Requirement : 5

Expectancy disconfirmation model

Perception line

Customers are satisfied

Customers are dissatisfied

Customers are delighted

Expectation line

How would you measure customer satisfaction in this situation?

Saumitra Kumar Paul

Now presenting:

(Roll No. 060007)

Requirement : 5

Measuring customer satisfaction

Indirect measures
sales records, profits, customer complaints..

Direct measures
Customer satisfaction surveys.

Qualitative

Quantitative

Combined

How would you measure customer satisfaction in this situation?

Saumitra Kumar Paul

Now presenting:

(Roll No. 060007)

Requirement : 5

We will give importance particularly on two influencing factors

Timing of the question Mood

How would you measure customer satisfaction in this situation?

Saumitra Kumar Paul

Now presenting:

(Roll No. 060007)

Emergency

Maternity ward

Delivery room

Recovery room

Nesting

Grower room

NICU

Fourth floor

Next . . . . . .

Now presenting:

Saumitra Kumar Paul

(Roll No. 060007)

Last part of Requirement : 5

How would you measure customer satisfaction in this situation?

Will be presented by-

Roll No. 060042

Md. Nishadul Islam

!! Thank You !!

Requirement : 5

emergency

How would you measure customer satisfaction in this situation?

Md. M. M. R. Chowdhury

Now presenting:

(Roll No. 060037)

Very dissatisfied

Somewhat dissatisfied

neutral

Somewhat satisfied

very satisfied

1. Speed of check-in:
2. Staff responsiveness at check-in: 3. Staff efficiency to help check-in: 4. Staff friendliness at check-in: 5. Did you inform earlier about your arrival ? 6. Additional comments:

yes

no

................

Requirement : 5

Maternity ward

How would you measure customer satisfaction in this situation?

Very dissatisfied

Md. M. M. R. Chowdhury

Now presenting:

(Roll No. 060037)

Somewhat dissatisfied Somewhat satisfied Very satisfied

Neutral

1. Size of the room : 2. Comfort of bed: 3. Room dcor/furnishings : 4. Cleanness of the room : 5. Adequacy of staffs : 6. Responsiveness of staffs of your needs : 7. Speed/efficiency of service : 8. Knowledge of staff

9. Helpfulness of the staff

10. Did you experience any problem during your stay? 11. Write few words about the problem 12. Did you contact anyone to resolve the problem? 12. Was the problem resolved to your satisfaction? 13. Additional comments:

yes

no

..

yes yes

no no

...................................................................

Requirement : 5

How would you measure customer satisfaction in this situation?

Md. M. M. R. Chowdhury

Now presenting:

(Roll No. 060037)

Very likely 1. How likely are you to return to this hospital if you have same problem? recommend this hospital to a others?

Somewhat likely

Neutral

Somewhat unlikely

Very unlikely

Very satisfied

Somewhat satisfied

Neutral

Somewhat dissatisfied

Very dissatisfied

2. Overall experience is this hospital : 3. The experience compared to other hospitals : 4. speed/efficiency of checkout process : 5. Accuracy of billing : 6. What about the bills comparing the services? 6. What about the bills comparing other hospitals? 13. Additional comments:

very high high medium low very low very high high medium low very low

...................................................................

Interactive session

Questions & Answers