Transcript Rotating Globe Flash

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
• 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
Revenues from private hospitals (In Billion)
40
36
35
30
25
20
16
15
10
5
0
2007
2012
Year
5
Health Insurance Sector (In Crores)
18000
17,000
16000
14000
12000
10000
8000
6000
4000
3200
2000
0
2007
2012
Year
6
Medical Equipment Industry (In Crores)
25000
22,396
20000
15000
10000
9790
5000
0
2007
2012
Year
7
Medical Textiles (In Crores)
4000
3388
3500
3000
2500
2000
1822
1500
1000
500
0
2007
2012
Year
8
Medical Tourism (In Crores)
8000
6678
7000
6000
5000
4000
3000
2025
2000
1000
0
2007
2012
Year
9
Designing brand strategy
• Cut throat competition
• Brand reputation
• Brand value
• Reputation value
• Experiential value
10
Complaints Are Not Enough
• ‘Customer satisfaction’ is “customers’ perception of 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.
Components of Competitive Edge

Quality

Brand Loyalty

Innovation

Unique Selling Proposition

Value of Money

Customer Care Culture

Personal Service

Communication

Flexibility

Commitment

Charity Image
Customer Satisfaction
Percentage of people who say they are satisfied with these kinds of customer
service.
60
52
50
40
30
20
20
13
7
10
6
2
0
Face to face Telephone
Letter
Web
Email
Chat
The customer feedback ‘Iceberg’
Of those whose customer experience is below expectation:10% make an
official complaint
You can
influence
the result
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
Convert Problems Into Opportunities
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.
Complaint Is a Gift
Goals of Customer Focus:
Creating
Better
Products or
Services
Offering
compelling
customer
experience
Building
deeper
customer
relationships
End goal of customer focused strategies is the same:
Boosting retention and repurchase = more
sales!!!
Why Customer Satisfaction is
important?
“The reasons why customers no longer deal with a particular
supplier”
3%
5%
9%
No reason
Other Suppliers
14%
Competitors
Product Dissat.
Attitude of owner,
manager or employee
69%
1 satisfied customer BRINGS
= 8 new customers
1 dissatisfied customer SPOILS
= 21 potential customers
- Harvard Business Review
20
Customer Lifetime Value
Average transaction value
x
Yearly frequency of purchase
x
Customer life expectancy
Understand Satisfaction Drivers
Emotional
Factor
Product
Quality
Service
Quality
Customer
Satisfaction
Price
Access to
products &
Services
Different forms of measurement
Annual
Customer
Satisfaction
Surveys
Online
Questionnaires
Feedback
Forms
Online
Polls
CRM
Other Surveys
Software
(Benchmarking,
Employee, Org
Alignment)
Focus Groups
(Formal/
informal)
Customer
Service
Feedback
Phone or Fax
Surveys
Customer is the king
Company
Product /
Service
Customer
Expectation
Satisfaction or
Dissatisfaction
Repeat
Purchase
Loyal Customers
• Make regular repeat purchases
• Purchases across product and service lines
• Refers others
• Demonstrates an immunity to the pull of the competition
WHAT IS CULTURE
INDIVIDUAL
-
ACTIVITY
REPEATED ACTIVITY BY AN INDIVIDUAL
-
BEHAVIOUR
REPEATED BEHAVIOUR
-
HABIT
-
CULTURE
REPEATED BEHAVIOUR BY THE
SOCIETY FOR YEARS
26
Deterring factors
• High hygiene standards
• Raw – finished product
• Lack of customized production
• Shift to value added products
• Infection control
• Communication channels
27
Supportive Leadership
Federation of Hospital
Administrators
• Unique platform
• “HOSMAN” –Newsletter
• Conferences and seminars
29
Food for Thought
Giving customers a memory and
experience so great that they'll want
to repeat it.