The document discusses the service profit chain model and its implementation at Express Clinics. It establishes the link between employee satisfaction, customer satisfaction, and profitability. It states that value is created through satisfied and productive employees, which leads to customer satisfaction and loyalty, driving revenue growth and profits. It outlines developing standard operating procedures, job definitions, employee selection and training, and establishing a customer relationship management department to improve internal service quality, employee satisfaction, and external customer value to meet the goals of the service profit chain model.

1. NEW AGE INTEGRATED HEALTHCARE MODEL

5. SERVICE PROFIT CHAIN

8. EMPLOYEE SATISFACTION EMPLOYEE RETENTION EMPLOYEE PRODUCTIVITY

9. EXTERNAL SERVICE VALUE- I S SERVICE CONCEPT RESULTS FOR CUSTOMERS. CUSTOMER SATISFACTION SERVICE DESIGN& DELIVERED TO MEET TARGETED CUSTOMER’S NEED. CUSTOMER LOYALTY RETENTION REPEAT BUSSINESS REFERRALS

10. OUTPUT REVENUE GROWTH. PROFITBILITY.