Group 2

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Case Studyeaturi
Presentation
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 Now presenting-
Taslima Sultana Shaon
(060041)
Case
Study
presentation

Emmy’s & Maddy’s

First Service
Encounter

Welcome… Group- 2
Services
Marketing
Welcome Now presenting-
Taslima Sultana Shaon
(060041)
Case
Study
presentation 060007 – Saumitra Kumar Paul
060042 – Md. Nishadul Islam
060045 – Md. Serajul Islam
060027 – Md. Amirul Islam
060026 – Md. Robiul Islam
060024 – Sanjida Naznin
060011 – Ahmed Sultan Group
060023 – A.K.M. Reyad Rahman members
060041 – Taslima Sultana Shaon
060037 - M.M.R. Chowdhury Bipu
060020 – Md. Jobaye Noor Rahman
060029 – Abu Syed Md. Lotiful Islam
060039 – Quazi Md. Zafor Iqbal Ghani
Group - 2
Acknowledgement . . . . Now presenting-
Taslima Sultana Shaon
(060041)

Md. Faridul Islam

Associate professor
Department of Marketing, RU.

Audiences & Participants

MBA Program (evening)
5th Batch, IBA.
Presentation Contents . . . . Now presenting-
Taslima Sultana Shaon
(060041)
Case
Study
presentation
Taslima
Approaching to the audience:
Sultana
An overview & summery of the case : Mr.
Plabon
Discussion on requirement 4: Mr. Soron &
Mr. Sultan
Discussion on requirement 5 : Mr. Saumitra &
Mr. Nishat

:: Number of Slides: :: Estimated time:

35 35
Next . . . . . .
Now presenting-
Taslima Sultana Shaon
(060041)

An overview of the case . . .

Will be presented by- Roll No. 060039

Quazi Md. Zafor Iqbal Ghani Plabon

!! Thank You !!
Next . . . . . .
Case study on-
Emmy’s & Maddy’s
First Service Encounter

An overview of the case

Will be presented by- Roll No. 060039

Quazi Md. Zafor Iqbal Ghani Plabon

Case Now presenting:
Mr. Plabon, 060039

Overview
:: Emmy and Maddy were twins.

:: They were born in a premature stage of pregnancy and in a stormy

environment.
::
Due to physical complexity at the time of their birth, they had to stay
about nine weeks at different service units in the hospital-
:: Emergency :: Maternity :: Delivery room :: Recovery Room
:: Fourth floor :: NICU :: Grower room :: Nesting
::
During their stay at hospital, they and their parent encountered several
significant experiences in the hospital due to some personnel's of the
:: hospital.

Some of those experiences were good and memorable and some were
:: very much disappointing.

At the end of the story, each of the twins was growing older with a good
health.
Next …… Now presenting:
Mr. Plabon, 060039

Requirement Discuss corrective actions that need to be

4: taken to ensure that subsequent
encounters run more smoothly.

Will be presented by- Roll No. 060020

Md. Jobaye Noor Rahman Soron

!! Thank you !!
 Case study on-

Next …… Emmy’s & Maddy’s

First Service Encounter

Requirement Discuss corrective actions that need to be

4: taken to ensure that subsequent encounters
run more smoothly.

Will be presented by- Roll No. 060020

Md. Jobaye Noor Rahman Soron

 Now presenting:

Requirement : 4 First Part Mr. Soron

(Roll No. 060020)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for emergency entrance ….

The guard should be taken under a

emergency authentic training program so that in
this precarious situation he can help
the patient. The service should be
standardized in this respect.
 Now presenting:

Requirement : 4 First Part Mr. Soron

(Roll No. 060020)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for maternity ward…….

Maternity • Customization
ward
• Standardization
• Training
 Now presenting:

Requirement : 4 First Part Mr. Soron

(Roll No. 060020)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for delivery room …….

Delivery
room • Satisfactory performance
• No corrective actions required
 Now presenting:

Requirement : 4 First Part Mr. Soron

(Roll No. 060020)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for recovery room …….

Recovery
room • Satisfactory performance
• No corrective actions required
 Now presenting:

Requirement : 4 First Part Mr. Soron

(Roll No. 060020)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for the fourth floor …….

Fourth
• Training
floor • Standardization
• Customization
• Customer management
 Now presenting:

Next . . . . . . Mr. Soron

(Roll No. 060020)

Last Discuss corrective actions that need to be taken to ensure

Part that subsequent encounters run more smoothly.

Will be presented by- Roll No. 060007

Ahmed
Sultan
!! Thank You !!
Next . . . . . . Case study on-
Emmy’s & Maddy’s
First Service Encounter

Last Discuss corrective actions that need to

Part be taken to ensure that subsequent
encounters run more smoothly.

Will be presented by- Roll No. 060007

Ahmed
Sultan
 Now presenting:

Requirement : 4 Last Part Ahmed Sultan

(Roll No. 060011)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for NICU …….

NICU
• Satisfactory performance
• No corrective actions required
 Now presenting:

Requirement : 4 Last Part Ahmed Sultan

(Roll No. 060011)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for the grower room …….

Grower
room • Comprehensive training program
• Conflict resolution
• Standardized service
 Now presenting:

Requirement : 4 Last Part Ahmed Sultan

(Roll No. 060011)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

Corrective actions for Nesting …….

Nesting
• Satisfactory performance
• No corrective actions required
 Now presenting:

Requirement : 4 Last Part Ahmed Sultan

(Roll No. 060011)

Discuss corrective actions that need to be taken to ensure that

subsequent encounters run more smoothly.

fourth
Emergency floor

• Training program
Maternity NICU

• Customization
Delivery • Standardization Grower
room

• Customer management.
Recovery
room Nesting
 Now presenting:

Next . . . . . . Ahmed Sultan

(Roll 060011)

Requirement
How would you measure customer
5 satisfaction in this situation?

Will be presented by- Roll No. 060007

Saumitra Kumar
Paul
!! Thank You !!
Next . . . . . . Requirement

5
How would you measure customer
satisfaction in this situation?

Will be presented by- Roll No. 060007

Saumitra Kumar
Paul
 Now presenting:
How would you measure customer
Saumitra Kumar Paul
satisfaction in this situation? (Roll No. 060007)
Requirement : 5

What is customer satisfaction/dissatisfaction?

The most popular

dimension of
customer satisfaction
is that… It is a comparison of customer
expectations with perceptions
regarding the actual service
encounter.
 Now presenting:
How would you measure customer
Saumitra Kumar Paul
satisfaction in this situation? (Roll No. 060007)
Requirement : 5

Expectancy disconfirmation model

Customers are satisfied

Perception line

Customers are dissatisfied

Customers are delighted

Expectation line
 Now presenting:
How would you measure customer
Saumitra Kumar Paul
satisfaction in this situation? (Roll No. 060007)
Requirement : 5

Measuring customer satisfaction

Indirect measures Direct measures

sales records, profits, Customer satisfaction
customer complaints….. surveys.

Qualitative Quantitative Combined

 Now presenting:
How would you measure customer
Saumitra Kumar Paul
satisfaction in this situation? (Roll No. 060007)
Requirement : 5

We will give importance particularly on two

influencing factors ……

Timing of the question

Mood
 Now presenting:
How would you measure customer
Saumitra Kumar Paul
satisfaction in this situation? (Roll No. 060007)

Recovery
Emergency Maternity ward Delivery room
room

Nesting Grower room NICU Fourth floor

 Now presenting:

Next . . . . . . Saumitra Kumar Paul

(Roll No. 060007)

Last part of Requirement : 5

How would you measure customer
satisfaction in this situation?

Will be presented by- Roll No. 060042

Md. Nishadul
Islam
!! Thank You !!
Requirement : 5 Now presenting:
How would you Md. M. M. R. Chowdhury
measure customer (Roll No. 060037)
emergency satisfaction in this
situation?

Very dis- Somewhat Somewhat very

satisfied dissatisfied neutral satisfied satisfied

1. Speed of check-in: □ □ □ □ □
2. Staff responsiveness at check-in: □ □ □ □ □
3. Staff efficiency to help check-in: □ □ □ □ □
4. Staff friendliness at check-in: □ □ □ □ □
5. Did you inform earlier about your arrival ? □ yes □ no
6. Additional comments: …………………………………………………………................

…………………………………………………………………………………………………….
Requirement : 5 Now presenting:
How would you Md. M. M. R. Chowdhury
measure customer (Roll No. 060037)
Maternity satisfaction in this
ward
situation?
Very dis- Somewhat Somewhat Very
satisfied dissatisfied Neutral satisfied satisfied

1. Size of the room : □ □ □ □ □

2. Comfort of bed: □ □ □ □ □
3. Room décor/furnishings : □ □ □ □ □
4. Cleanness of the room : □ □ □ □ □
5. Adequacy of staffs : □ □ □ □ □
6. Responsiveness of staffs of your needs : □ □ □ □ □
7. Speed/efficiency of service : □ □ □ □ □
8. Knowledge of staff □ □ □ □ □
9. Helpfulness of the staff □ □ □ □ □
10. Did you experience any problem during your
stay? □ yes □ no
11. Write few words about the problem ……………………………………………………………………………………..
12. Did you contact anyone to resolve the
problem? □ yes □ no
12. Was the problem resolved to your satisfaction? □ yes □ no
13. Additional comments: …………………………………………………………...................................................................
Requirement : 5 Now presenting:
How would you measure customer Md. M. M. R. Chowdhury
satisfaction in this situation? (Roll No. 060037)

Very Somewhat Somewhat Very

likely likely Neutral unlikely unlikely

1. How likely are you to…

return to this hospital if you have same
problem? □ □ □ □ □
recommend this hospital to a others? □ □ □ □ □

Very Somewhat Somewhat Very dis-

satisfied satisfied Neutral dissatisfied satisfied

2. Overall experience is this hospital : □ □ □ □ □

3. The experience compared to other hospitals : □ □ □ □ □
4. speed/efficiency of checkout process : □ □ □ □ □
5. Accuracy of billing : □ □ □ □ □
6. What about the bills comparing the services? □ very high □ high □ medium □ low □ very low
6. What about the bills comparing other hospitals? □ very high □ high □ medium □ low □ very low

13. Additional comments: …………………………………………………………...................................................................

Interactive session

Questions
&
Answers