Contact Us
Sign In / Sign Up for FREE
Go to advanced search...

Achieving Service Excellence(Strategies for healthcare) by Myron D Fottler, Robert C Ford, Cherrill P Heaton - Essay Example

Comments (0) Cite this document
At Core Medicos we have implemented a well planned management performance plan which not only ensures streamlined functioning of the management at all levels, but also ensures a well…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER95.9% of users find it useful
Achieving Service Excellence(Strategies for healthcare) by Myron D Fottler, Robert C Ford, Cherrill P Heaton
Read TextPreview

Extract of sample "Achieving Service Excellence(Strategies for healthcare) by Myron D Fottler, Robert C Ford, Cherrill P Heaton"

Create and define a management performance plan, linking action plans to issues of motivation, empowerment, training, and co production with patientsand families.
For the success of any institution it is imperative that it has a capable management. At Core Medicos we have implemented a well planned management performance plan which not only ensures streamlined functioning of the management at all levels, but also ensures a well coordinated command chain that flows down to the lower levels.
Our plan imbibes complete transparency in all the institute related matters and encourages employee response and opinion on the same. For important decisions which pertain to the employees of Core Medicos we conduct polls and take into consideration what are the demands of the staff members regarding the same. The efforts that we put towards betterment of our employees are reflected in the sincere efforts of our staff towards our customers.
Health sector is primarily a service oriented sector and hence it is imperative for the people in this industry to have a flexible mindset which is well trained for selfless servicing. At Core Medicos we follow an internal empowerment policy under which special measures are taken for upliftment of our employees in all regards. Our staff is our strength and our success is much dependent on the way they execute their responsibilities. We understand that it is through them that we can achieve what we want to achieve and hence we pay uncompromising attention to their betterment. Through our staff oriented policies we are able to achieve customer satisfaction via the satisfaction of our employees.
| Create and define an employee hiring/training/retention plan, linking action plans to issues of motivation, empowerment, training, and co production with patients and families.
Services in health sector require immense focus and expertise as it is literally a matter of life and death. As a responsible institution Core Medicos we pay uncompromising attention while recruiting employees and during their training. Our competent HR department follows a comprehensive recruitment policy. All the candidates are first short listed on the basis of their academic and medical qualification. Apart from a testing written examination, an exhaustive practical test is also held to test their operational skill. Candidates who not only qualify our examinations but also fit within our professional values are then recruited.
Apart from appropriate compensation, we also encourage interested candidates to pursue further medical courses on company’s funding. Their growth as an individual forms the basis of our growth as an organization, and hence we do not hesitate to invest in their development, be it financial, social or academicals.
Apart from various motivational initiatives within the organization we also develop residential communities for our employees which also have appropriate academic and other necessary facilities.
We aim for complete growth, we aim to see our employees as happy individuals and their families as happy families and hence all our policies and strategies are directed towards their development all regards.
At Core Medicos we have a vision on bringing together the best of human resources to set an unprecedented example in medical services. Our management and HR policies are directed towards realizing this vision.
We pursue a two phase service strategy, the first phase of which is purely dedicated to internal services. As a corporate health organization we make it a point to imbibe the corporate culture in our internal functioning as well. As a health organization it is imperative for us to maintain a positive work environment and prepare our staff to work with complete compassion even in testing circumstances.
All our efforts have one common goal, ‘customer satisfaction’ and our staff is conditioned to achieve this. Our customer service oriented approach gives us an edge over the others as it not only helps us in understanding what customer’s needs are, but also in meeting these needs expeditiously.
Our positive work environment, humanitarian policies and a professional yet compassionate approach towards health services has made us a complete health organization in all aspects. Read More
Cite this document
  • APA
  • MLA
(“Achieving Service Excellence(Strategies for healthcare) by Myron D Essay”, n.d.)
Achieving Service Excellence(Strategies for healthcare) by Myron D Essay. Retrieved from
(Achieving Service Excellence(Strategies for Healthcare) by Myron D Essay)
Achieving Service Excellence(Strategies for Healthcare) by Myron D Essay.
“Achieving Service Excellence(Strategies for Healthcare) by Myron D Essay”, n.d.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF Achieving Service Excellence(Strategies for healthcare) by Myron D Fottler, Robert C Ford, Cherrill P Heaton

Customer Service Excellence

... lasting relationship with a brand. A business must go beyond simply supplying your product, and improve strong bonds with your customers. It is vital that an organization provide a unique customer experience by proactively foreseeing the customers’ needs and wants and surpassing them, every time. Service excellence is an attitude deep-seated in every department and it originates and ends with the people in the organization, from a financial director to CEO. It necessitates more than a rationalised customer service department or a motto on the lunch room wall. Excellence is a reliable, premium service at every pass set by a service focused tone that drives the company strategy at every point (Fraser et al., 2007). Therefore it can...
6 Pages(1500 words)Essay

Customer Service Excellence

.../ac219/Employee%20Relations%20Lecture%209% 20Employee%20Involvement.ppt (accessed 20 December 2011) Applebaum, S.H. & Fewster, M. n.d. Human Resource Management Strategy in the Global Air line Industry – A Focus on Organisational Development, (accessed 20 December 2011) Bartley, B., Gomibuchi, S. & Mann, R. 2007. Best practices in achieving a customer-focused culture. Benchmarking: An International Journal, 14 (4), pp. 482-496 Baum, T. & Nickson, D. 1998. Teaching human resource management in hospitality and tourism: a critique. International Journal of Contemporary Hospitality Management, 10(2), pp. 75–79 Bunz, U.K. & Maes, J.D. 1998. Learning excellence: Southwest Airlines’ approach...
11 Pages(2750 words)Essay

Customer Service Excellence

...? SERVICE EXCELLENCE Table of Contents Introduction 3 Evolution of Marketing 3 Relationship Marketing 4 Importance Service 4 Impact of Technology 6 Stages of Customer Relationship Movement 8 Conclusion 10 References 11 Introduction The concept of marketing has evolved over time and customer is given the highest priority by any business organisation in the modern era. A company which is market oriented keeps the customers at the central position and all its business activities revolve around the customers. It tries to align its marketing strategy with the needs and wants of its customers. Customer orientation is also similar to market orientation wherein the companies are focused to satisfy the wants of the customer and create value...
8 Pages(2000 words)Essay

Customer Service Excellence

...? Service Excellence (A crisis of trust) Contents Contents 2 Introduction 3 The Case of Google 3 The Case of Starbucks 4 The Case of Royal Bank of Scotland (RBS) 4 Customer Service Excellence 5 Strategies to Enhance Customer Service 5 The 4C Approach 6 Enhancing Customer Relationships 8 Categorising Customer to be an Asset 9 Strategy of Internal Marketing 10 Management of Expectations of the Consumers 10 Concept of Service Gap 11 The Case of McDonald’s 12 The Case of Lexus 13 References 14 Introduction The effects of poor customer service in reducing the elements of consumer trust would be dealt in the paper relating to companies like Google, Starbucks and the Royal Bank of Scotland. Cases would be presented such that where emergence...
9 Pages(2250 words)Essay

Achieving Service Excellence

...Order 126819 Achieving Service Excellence Health care sector is a vast sector which meets varying needs of a huge number of people, everyday. Each and every service offered by this sector is unique in its self and involves a long chain of processes, till the final out come is achieved. Whether it is implanting new machinery, stocking of medicinal essentials, medicines or implementation of technology in any respect, it is imperative for the health care organizations to have well defined capacity utilization plans which not only meet the optimum requirements but also reduce its supply chain costs. As a corporate health organization, Core Medicos deals with multiple clients at a time, all of which have varying demands. Meeting these demands...
1 Pages(250 words)Essay

Achieving service excellence(Stragtegies in healthcare) by Myron D Fottler, Robert C. Ford, Cherrill P. Heaton/ senior in college/ HCM 420

...Order 123779 Achieving Service Excellence etc ------------------------------------------------------------------ Create and describe the healthcare organizations service strategy. In particular, link your service strategy to the creation of a healing environment and developing a culture of customer service.   Identify how your service strategy is linked to the organizational vision and mission. As a renowned corporate health organization Core Medicos has directed all its energies towards building up a service network which is not only effective, but also expedite. We aim to develop the health sector as a technically advanced sector which is completely customer oriented. To achieve our service goals we imbibe a two phase service strategy...
2 Pages(500 words)Essay


...ETHICS Because grading is the process, by which a teacher or a arrives at a symbolic mark on academic performance through their records of each of the students. This helps give information to all the stakeholders through the approval or disapproval by the tutor of the student (CH 1, 11). Therefore, if the intention of grading system is to help the teacher posses a regular way to transmit to students and to any other concerned party with the intellectual development of the student by way of the value judgment made by the teacher (CH 12, 368). Then I would highly disagree with the professors who term the criteria as punitive and archaic. This renders such honored individuals out of ethics. It is therefore highly immoral... Because grading is...
1 Pages(250 words)Essay

Delivering Service Excellence

The airlines company is failing to maintain excellence in the services provided in terms of quality and price.
The two key aspects of service excellence which the airlines company requires to give attention to are thus quality and price maintenance. Ryan Airline, the competitors of British Airways is maintaining price and quality leadership for attaining a journey of excellence in the airlines industry. Therefore, to increase the competitiveness, sustain and grow in the business, British airways require elevating the service excellence towards the customers. The paper highlights in details about the shortcomings in the service marketing, recommendations for the same with suitable models and theories to indicate how the airline...
16 Pages(4000 words)Assignment

Customer Service Excellence

... aims at if it is to satisfy the needs of the customer (Schneider & Bowen, 1995, p.82). Creating customer experience excellence requires that the company inputs more internal marketing strategies compared to the external marketing aspects. Internal marketing strategies ensure that the employees understand clearly the need to provide standard services that follow and aim for satisfaction of customer needs. The logic behind customer satisfaction is that the recipient of the service is the person that makes judgment on the services offered and tells if they prove satisfactory or not (McDaniel & Gitman, 2009, p.291). Many businesses employ customer feedback mechanism to receive the thoughts of the customers on the nature of services provided...
11 Pages(2750 words)Essay

Customer service excellence

This is mostly a designed plan to deliver the best to customers, and general commitment to ensure all needs and complaints are handled. Secondly, responsiveness also determines the kind and the quality of customer service (Gronroos, 2007).
Most clients prefer quick response to their needs to a particular business or organization. This includes responding to their emails and calls or fixing the issues at hand. Every organization should make this their priority in order to attract and retain their customers for longer periods. Further, most clients prefer assurance from their service providers. This installs a substantial amount of confidence to them, and organization gains much trust from them in the end.
Sometimes organiza...
4 Pages(1000 words)Essay

Marketing Communictions Strategies of the Col Drinks in the UK

Unfortunаtely for smаll soft drink compаnies such аs the Double- Colа Co., the prize of less thаn one percent mаrket shаre is won only by fighting а dаily bаttle for survivаl, especiаlly аgаinst industry giаnts Cocа- Colа аnd Pepsi- Colа.

The following investigаtion is а cаse study of the successes аnd fаilures of one smаll compаny in the soft drink wаrs. It is а testаment to the meаning of brаnds аnd the lengths thаt loyаl consumers go to keep Double- Colа аs their fаvorite beverаge. Аnd it is аn evаluаtion of how аdequаtely the current regulаtory environment serves the needs of these consumers аs well аs Double-Colаs owners аnd bottlers. It аddresses criticisms thаt the regulаtory environment permits аn uneven plаying...
19 Pages(4750 words)Case Study

The Growth of the Service Industry

The expansion of the service sector has unquestionably generated economic prosperity, but it has eminently contributed to social injustice and inequality. Consequently, I believe that while the growth of the service industry has great economic intuition, it is eventually socially detrimental and distancing society from achieving paradigms of social equilibrium.
Service, by definition, is the exchange of a commodity that has no tangible form; whereas industry is described as the people or organizations engaged in a particular type of enterprise. The service industry is then simply defined as an aggregation of commercial entities that provide services rather than physical objects. The non-material nature of services can be dist...
9 Pages(2250 words)Case Study

Structure of Ford Motor Company

It was only in 1927 when GM overtook Ford in sales that Henry Ford felt the need to innovate Model A that was more in tune with the times (Cattlel, 2000).
Today, Ford Motor Company is the biggest family-controlled auto-manufacturer with number three spots in the list of world’s biggest manufacturers and sellers of vehicles. In, 2007, for the first time in 56 years, Ford was relegated to the third spot from second by the Toyota of Japan. Ford manufactures cars, trucks, and SUVs in the brand range of Ford, Mercury, Lincoln, Volvo, and Mazda. Ford’s s distinctly home-spun variety economy class Mondeo and Mustangs sold the world over, and Lincoln stands for luxury and elegance. Lincoln Motor Company was the first stra...
13 Pages(3250 words)Term Paper

National Health Service Human Resource Planning

There are about 1500 primary care dentists who are working on a salaried basis with the NHS, in most cases employed by primary care trusts. This group of individuals was a part of the local government earlier but in 1974, they were transferred into the NHS. (Personnel Today, 2007). Starting from the year 1997 onwards, the U.K. Department for Education and Employment had allowed for additional funding of $7.2 million to ensure that medical schools are able to pay clinical academia staff the awards that have been recommended for doctors and dentists in the NHS, by the Doctors and Dentists Review Body (Beecham, 1996). This move was initiated to introduce pay parity because university employers found it difficult to pay the 3.8% incre...
14 Pages(3500 words)Term Paper

Language Learning Strategies of Listening Comprehension

While some progress has been made during the past decade in establishing more precise definitions and a theoretically based classification system for an LD, it is useful to understand these historical influences because of their continuing impact on diagnostic and treatment practices for children with learning disabilities. The first part of this essay will address the definitional issues, which have molded the field of learning disabilities into its present form, and how to resolve these issues so we can meet the social and educational needs of individuals who display characteristics of learning disabilities. Because LD is often misinterpreted to be synonymous with reading disability or dyslexia, most of the available information...
10 Pages(2500 words)Case Study

Marketing Strategies of Apple i-Phone

‘Apple Inc’ is an American multinational corporation designing and manufacturing consumer electronics including computers, notebooks mobile phones, and software products. The company’s best-known hardware products include the iPhone, iPod and very recently launched 3G Apple iPhone.

iPhone became one of the most discussed new technology products, surpassing the wider coverage of other very well-known mobile phones that have been playing the best roles in the market. When Apple CEO Steve Jobs stood on the stage at the Macworld Expo in San Francisco and announced “We’re going to make some history together; Today Apple is going to reinvent the phone” (Jobs 2007), it could really influence...
8 Pages(2000 words)Case Study

John Rawls vs Robert Nozick: Social Justice

It is logical to look at political philosophy within the framework of history and ethics emerging from it. As could be observed, the question of justice, and how we perceive its nature has remained the prime concern throughout history. This will include, among other things, the existence of specific obligations towards each other and towards the state, the existence of natural rights, claims of property/liberty and equality.

In face of this, the Anglo-American political philosophy has seen famous philosophers like John Rowels, Robert Nozick and recently Amritya Sen to focus on issues and arguments concerning the above...(political Philosophy, 2005 pp1)

As political philosophy is about politics mainly, it s...

6 Pages(1500 words)Coursework

Strategies of the South African Government

Maslow has argued that security and safety are required by all human beings (Boeree 2006). According to the Federation Internationale de Football Association (2009), Uruguay was the first nation to host the Fifa World Cup. In 2010, South Africa would be the first African nation to host the next World Cup. But Euromonitor (2009) considers that South Africa is a country with a significant rate of insecurity that would influence the trip to South Africa. Various security strategies will have to be reviewed by the South African Government in order to implement security and safety during this big event (Republic of South Africa, 2008). To accomplish the safety of the tourists during the World Cup 2010, many South African cities have in...
17 Pages(4250 words)Research Proposal

HRM Issues and Diversification Strategies of Nucor Corporation

The cyclical nature of the steel industry is too demanding for numerous business owners. Nucor has undeniably come through this business cycle to sustain an affirmative profit edge in each quarter since 1966 (Boyd & Gove, 2000).

In spite of their discouraging entrance in the steel industry, Nucor Corporation has become a benchmark for both the U.S. steel industry and the U.S. industry in general. It is one of the fastest-growing and most resourceful steel producers around the globe. Regardless of the decreasing demand for steel, Nucor’s expansion has been exceptional; the company is among the top producers of steel in the U.S. Without a Research and Development department, Nucor has constantly accomplished techno...
7 Pages(1750 words)Case Study

How Do Customers Assess Service Quality of Retailing Websites

Given the emergent nature of online commerce, it is a tough task for retailers to develop a website that meets all expectations from consumers. This view is supported by a survey conducted by the UK’s largest e-consultancy Cap Gemini. The survey identified several key disadvantages for online shoppers. Some of these include “’ Availability’, ‘Can’t be in to receive delivery’, ‘Premium charged for delivery’, ‘Can’t see or feel the merchandise’, etc.” (Quader & Quader, 2008) These are not trivial complaints by any means and despite the e-retailing industry setting foot into its third decade in existence, there are no satisfactory solutions found for th...
6 Pages(1500 words)Literature review
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Essay on topic Achieving Service Excellence(Strategies for healthcare) by Myron D Fottler, Robert C Ford, Cherrill P Heaton for FREE!

Contact Us