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

2. WHAT IS SERVICE PROFI T CHAIN? Service Profit Chain establishes relationship between profitability, customer loyalty and employee satisfaction ,loyalty and productivity.

3. HOW ARE THEY LINKed? Profit and Growth are stimulated primarily by Customer loyalty. Loyalty is a direct result of Customer Satisfaction . Satisfaction is largely influenced by the Value of services provided to the customer. .

4. LINKED Value is created by satisfied ,loyal and productive Employees . Employees Satisfaction in turn results primarily from high quality support services and polices that enable employees to deliver results to customers .

5. SERVICE PROFIT CHAIN

6. OPERATIONS STRATEGY AND SERVICE DELIVERY SYSTEM INTERNAL SERVICE QUALITY. EMPLOYEE SATISFACTION.

7. INTERNAL SERVICE QUALITY WORKPLACE DESIGN. JOB DESIGN. EMPLOYEE SELECTION AND DEVELOPMENT. EMPLOYEE REWARDS AND RECOGNITION. TOOLS FOR SERVING CUSTOMERS.

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.

11. EXPRESS CLINICS STANDARD WORKPLACE DESIGN. JOB’S MUST BE DEFINED. PROCESS TO SET UP FOR EMPLOYEE. SELECTION AND DEVELOPMENT. MEASURING PRODUCTIVITY OF EMPLOYEE. REWARDS AND RECOGNITION OF EMPLOYEE.

12. TOOLS FOR SERVING THE CUSTOMER. SOP- STANDARD OPERATING PROCEDURE. An SOP is a written document or instruction detailing all steps and activities of a process or procedure In clinical research, the International Conference on Harmonisation (ICH) defines SOPs as "detailed, written instructions to achieve uniformity of the performance of a specific function".

13. TOOLS FOR SERVING THE CUSTOMER. CUSTOMER RELATIONSHIP MANAGEMENT DEPARTMENT- processes implemented by a company to handle its TOUCH POINTS with its customers. World-class companies have discovered that the best way to streamline customer TOUCHPOINT is to provide cross-functional training so that employees understand the entire customer cycle in all cases.

14. Cross-functional trainings are not just business obligations for companies, but an effective a mechanism to cater to individual interests and career growth prospects as well. Companies are increasingly indulging in cross-training their skilled staff who show the potential spark, not only to satisfy their business interests, but also to help employees satisfy their personal appetite for sharpening the skill sets and broadening the knowledge base.

15. Cross-functional trainings are not confined to HR or finance, but extend to areas like strategy and marketing as well. Cross-skilled employees mean active deployment of resources for organizational development. These trainings help companies to build general managers, and employees to break out of their role fatigue by providing opportunities of vertical growth in career track, opening up multiple career tracks, and applying the business acumen in day-to-day activities, thereby adding significant value to their own profile.”

16. “ Cross-functional training is essential for organizations today to understand and derive business process knowledge across business lines and to implement the best practices into respective teams. It facilitates organizational learning, enabling the employees to perform a wider variety of tasks and infusing flexibility in work scheduling, leading to an improved coordination.”

17. ACTION PLAN SOP to be document and implemented which will define the roles and responsibilities and standard procedure of guiding to handle a patient. Crm department need to be set in house or Outsourced by end of October.

18. THANK YOU !!!