服务管理及运营shouldiceHospital苏弟斯医院案例.ppt

Assignment #2: Questions for Shouldice Hospital Limited How Successful is the Shouldice Hospital? How do you account for the success of the hospital? What is the strategic service concept of Shoudice Hospital? How are the elements in the service systems designed and managed to support the strategic service concept? As Dr. Shouldice, what actions, if any, would you take to expand the hospital’s capacity? How would you implement changes you propose? Patents do not feel that that are staying in hospital Patients are taking a vocation This is a club Focused How Successful is Shouldice Hospital? 140,000 highly satisfied “Alumni”(past patients) 1,200 backlog of scheduled operations Demand appears to expand with supply Superior quality Shouldice Method of Hernia operation imitated by competitor Low recurrence rate, 0.80% vs 10% High degree of employee satisfaction Cost Comparison: Shouldices vs. Other Hospitals Shouldice Others Costs of typical operations $954 (p9) $2000-4000 Transportation $200-600 $0 Time Lost from work in Hospital 4 days 5 days Time lost from work while recovering 5 days 10 days Value of time lost (ranging from $50 to 500 per day)$450-4500 $750-7500 Total before Allowance for recurrence $1604-6054 $2750-11500 Probability of Recurrence 0.80% 10.00% Expected Cost of Recurrence $13-48 $275-1150 Total cost to patient, employee and insurer $1,617-6,102 $3,025-12,650 How About the Profitability of Shouldice Hospital? Return on equity Total Depreciated Assets: $5 mil Return on Asset: 1,837,650/5,000,000 = 37% What is the return on Asset if they expand the capacity by 50% at the cost of $2 mil? 1,837,650 x 1.50 / 7,000,000 = 40% “The Dream World ” Shoudice is offering: high quality service at low price Shodice is having Highly satisfied customers Happy Employees Shouldice is also making high profit How is all of this achieved?What are the major reasons for the success? Maximizing the difference between perceiv