服务管理和运营shouldicehospital苏弟斯医院案例.pptVIP

DSE7100 Managing Service Operations Discussion of Shouldice Hospital Limited Case Assignment #2: Questions for Shouldice Hospital Limited 1. 2. 3. 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 hospitals capacity? How would you implement changes you propose? 4. 5. 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 Costs of typical operations $954 (p9) Transportation $200-600 Time Lost from work in Hospital 4 days Time lost from work while recovering 5 days Value of time lost (ranging from $50 to 500 per day)$450-4500 Total before Allowance for recurrence $1604-6054 Probability of Recurrence 0.80% Expected Cost of Recurrence $13-48 Total cost to patient, employee and insurer $1,617-6,102 Others $2000-4000 $0 5 days 10 days $750-7500 $2750-11500 10.00% $275-1150 $3,025-12,650 Hospital: How About the Profitability of Shouldice Hospital? Revenues (4 days X $111/day x 6,850 patients/year) Cost 3,041,400 2,800,000 Profit: Clinic: Revenues (($450+ 60 + 75 X 0.20) X6,850) Cost Profit 241,400 3,596,250 2,000,000 1,596,250 Total Profit 1,837,650 Return on equity ? Total Depreciated Assets: $5 mil ? Return on Asset: – 1,837,650/5,000,0