How Does Shouldice offer a Superior Value Proposition Relative to Its Customers, Remain Successful, and Balance Low Cost with High Quality?
By: Anna • Essay • 2,107 Words • December 5, 2009 • 3,035 Views
Essay title: How Does Shouldice offer a Superior Value Proposition Relative to Its Customers, Remain Successful, and Balance Low Cost with High Quality?
How does Shouldice offer a superior value proposition relative to its customers, remain successful, and balance low cost with high quality?
Data Summary
Benefits purchased by the consumer:
Shouldice Value Proposition
• Early ambulation following surgery
o Use of local anesthetic
o Nature of procedure
• Design of facility
o 130 acres
o 17,000 square feet
o 89 beds
• Dr. Casim Degani, internationally recognized authority
• Specialized procedure
• Patients administered anesthetic in operating room
• Upon completion of operation: patients are fully aware of what is going on
• Counseling activities
• Atmosphere
• Experienced staff
Shouldice way compared to other hospitals
• Recovery
o Practically cut in half
• Atmosphere
o Carpeted floors
o No Bed Pans
• Lower Costs
• Administration of the anesthetic
• Being aware of what is going on after surgery
Target Group of Customers: Commonalities
• Only external abdominal hernias
• Recurring hernias repaired elsewhere
• Roommates have similar jobs, backgrounds, or interests
Service Delivery: Production Process
• Thoughtfulness
• Service Blueprint attached
Five Dimensions of Service Quality
• Reliability
o Schedule
o Pricing
o Delivery
o Problem resolution
• Responsiveness
o Accessibility
o Willingness to listen
o Immediate attention
• Assurance
o Trust & Confidence
o Experience
o Skill
o Reputation
• Empathy
o Specialization
o Like family
o Specialized attention
• Tangibles
o Brochure
o Atmosphere
Employment at Shouldice: Compared to Other Hospitals
• Nurses
o Ratio 1:15
o Other Hospital 1:4
o Counseling Activities occupy a good portion of their time
o Waiting list for employment
• Doctors
o “Watch kids grow up”
o On call
o 15% higher income
o few elect to leave
• Administration & Staff
o Non union
o Low turnover
o No Fire Policy
o Cross Train
Growth Alternatives
• Saturday surgeries
• Expand # of beds
• Toronto expansion
• United