military service Vision framework proposed by Heskett, Sasser and Hart (Service
Breakthroughs) Chapters 1 and 2. This note summarizes the application of the
above framework to the Shouldice Hospital case.
As we discussed in class, this framework starts with a description of a Target
Market, a Service Concept, and a Service Strategy. In this note I will first
summarize Shouldices view of these basic elements, and then I will elaborate on
the integrative elements that make this a coherent strategy.
Target Market Service Concept Service Strategy
EXTERNAL
Male Patients
Good Physical
Condition
Simple Hernias
Interested in
limiting discomfort
checkup service
Peace of mind
Low recurrence
rate
Rapid rec everyplacey
Enjoyable stay
Patient screening
Self-service
elements.
hold use of
anesthetics.
Run clinic as a
focused factory
heighten social
interaction
INTERNAL
Doctors:
Tolerance for
narrow job, like
easy schedule
Nurses: people
oriented
Staff: flexible
Stable work
schedule
tractable work
Make Shouldice a
family
experience.
At this point we switch our attention to analyzing why Shouldice Hospital is so
telling in delivering their service concept to their tooshie market. The first
element to consider is the Positioning. The positioning of the service consists of
designing a service concept that will fulfill the needs of their selected mark
segments break down than their competitors services. The second element to
consider is how the selected strategy leverages value over cost; by this we
mean that the service strategy is conceived so as to generate value for
customers is a cost effective way.
Service Positioning.
To evaluate how Shouldices service meets the needs of their target market
segments better than the arguing, we need to understand how is Shouldices
service different from the competition and...If you want to get a full essay, order it on our website: Ordercustompaper.com
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