1. Hospitals
Presented By: Group 5

2. FACT SHEET
 Service Goal: Improved health
 Service Operation: Customer as
product
 Very high customer involvement
 Service actually performed on
customer
 Customized

3. SERVICE CHALLENGE
 Human body object of service
focus
 Diverse healthcare needs
 Customers don’t want to be in a
hospital

4. Service Delivery Process
DESIRED ATTRIBUTES

5. DESIRED
ATTRIBUTES
 Operations designed around
customer
 High probability of re-service
 Flexibility
 Types of treatments
 Sequences of treatments

6. Service Delivery Process
DESIGN REQUIREMENTS

7. DESIGN
REQUIREMENTS
 Focus on medical technology
effectiveness
 Focus on facility capacity, location
Closeness
& layout Rating
 Eg: Radiology Dept. near ER
 Departments arranged in ‘process
Gantt Charts
layout’ Order Sequencing

8. DESIGN
REQUIREMENTS
 Accommodate variety of patient Minimizing
flow patterns Flow Time

9. Service Delivery Process
POKA YOKES

10. POKA YOKES
 Specific Entrances Control
Arrivals

11. POKA YOKES
SignageCounters
Help Desk Directions
Distinct &

12. POKA YOKES
 Registration forms (Govt.)
 Smart Cards with patient ids and
bar codes
 Case sheets and vitals charts
 Tags and wrist bands

13. Service Delivery Process
DESIGN

14. STORYBOARD
 Process map
 Manifestation of touch points
 Relationship between touch
points and customer in creation
of experience

15. CUSTOMER
JOURNEY MAP
 Maps journey of consumer
 Represent touch points
characterizing customer
interaction with service

16. Sales Purchase of
•Primary registration Counter medicines
•Consultation fee
billing
Entry Help Desk OPD Diagnostics
•Admissions registration Admissions
•Billing Counter
Ward

17. BLUEPRINT
 Describes nature & characteristic
of service interaction
 Helps to verify, implement &
maintain
 Touch points & back-end
processes documented and
aligned with user experience

18. Signage Signage Signage
Physical Front Waiting Front Waiting
Parking Hallway OPD Diagnostics Admission Pharmacy
Evidence Desk Area Desk Area
Line of External Interaction Billing Door Tag
Counselor
Follow to Ask or
Patient Check Register
Sign In Wait Wait exam Answer Tests Purchase
Action In/Pay Pay
room Questions
Form Case
Sheet
Chart
Id/Tag
Visible Doctor Administer
Welcome Process Escort Process Dispensing
Contact consults Tests
Line of Visibility
Chart to Place in
Invisible Patient Report
be seen Doctor's Case Sheet Billing
Contact Chart charts
bin bin
Line of Internal Interaction
Support Create System Schedule Schedule Chart
Database Dossier
Process Form Bin Task Task Storage