This is a RFP for vendors who wish to apply for an opportunity to work with Cloudnine on experience mapping, etc

1. 1
Request for Proposal for Design &
Implementation of Experience Standards
on Cloudnine to create Customer Delight
Date Floated: 18th
December 2014
Last date for receiving proposals: 30th
December 2014
Background
Cloudnine was started with the belief that Maternity is wellness and not an illness. In its over seven
years of existence, the company has had an impeccable track record of more than 22,000 deliveries
with a 99.72% infant survival rates. Known for its clinical excellence, Cloudnine has moved from a
‘services’ to a ‘positive experience’ creator for its customers.
From 2011, Cloudnine has grown from a single unit operations to a chain of India’s best maternity
hospitals. It has continued to be affordable for its customers by ensuring fair pricing and delivering a
premier experience.
The hospitals typically have 250-300 employees in each unit of which 60% are into nursing care and
the others into areas such as guest relations, food & beverages, valet services, maintenance, security,
housekeeping and so on. Security and housekeeping are typically outsourced services.
“At Cloudnine, we believe that a child is life’s greatest gift and pregnancy is one of the most magical
experiences nature can offer. This gift deserves to be nurtured and cared for, not just at birth, but for
the entire duration of your pregnancy. Which is why, to ensure a healthy and happy pregnancy,
Cloudnine provides you with world-class medical expertise, state-of-the-art facilities, a space filled with
love and laughter and staff dedicated to the holistic well-being of you and your baby.”
The services offered on Cloudnine include Infertility care, pregnancy care, Gynaecological care,
neonatal and new born intensive care, paediatric care.
Further details may be obtained from the Company website at www.Cloudninecare.com

2. 2
Context & need
The Customer Promise on Cloudnine is, “We will deliver an experience that makes our customers feel
cared for and happy”.
Our values help us deliver this promise. Our values are:
1. Customer Centricity : We will do what is best for the customer.
2. Respect for employees : We will ensure respect for fellow employees in all that we do.
3. Bias for action : We will take initiative and do what is required without waiting for permission.
In the context of rapid growth of the centres across India, it is felt that a uniform way of creating the
experience for the customer needs to be arrived at. Such an experience needs to create a feeling of
‘delight’ for every customer, patient, family of patients, Doctor and other guests who visit
Cloudnine.
The Requirement
1. Experience centres (EC) mapped in the organization. SOPs built for each EC based on the
functional SOPs that exist as well as different scenarios of customer interactions.
2. Instructional Systems Design based training designed for each of the ECs.
3. Creation of handy tools and refresher material for use at each of the ECs.
4. Training a group of 50 trainers within Cloudnine to further train 900 employees.
Since each of the above involve a distinct cluster of competencies, proposals are invited from service
providers on each/multiple/all of them.
Details to be provided in the Proposal
I. Name of registered company
II. Address of registered company
III. Email ID and mobile number for communication
IV. Proposal submitted for 1/2/3/4, more than one or all points
V. Names of consultants who will be providing the service
VI. Qualification & relevant experience of consultants who will be providing the service
VII. Names of organizations that similar work has been executed by the organization under 1,
2, 3 and 4

3. 3
VIII. Samples of work (may be presented during the shortlist meeting)
IX. Proposed process and timelines for the intervention
X. Any other information that needs to be shared to the shortlisting committee
XI. Proposed commercials for the intervention per VIII
XII. References
Shortlisting process
A. After receiving the proposal, the same would be shortlisted for a presentation to a committee
constituted for the same.
B. A time, date and venue (in Bangalore) shall be provided, alongwith specific questions for
clarification. The response to the questions may be provided before the presentation also.
C. Atleast one week of advance notice would be provided through email for the presentation.
D. The committee shall provide 60 to 75 minutes for a discussion/presentation.
E. Shortlisting would happen based on parameters of
a. Perceived relevance of experience
b. Perceived relevance of qualifications
c. Ability to understand the requirement from Cloudnine
d. Functional competency in
i. Instructional Design (if relevant)
ii. Non directive facilitation (if relevant)
iii. Training (if relevant)
iv. Hospitality/experience design
e. Quality of work samples submitted
F. The decision of the committee would be final and binding
G. All communication may be directed to siddharthn@cloudninecare.com only
H. Any attempts to approach any of the committee members after the presentation towards
influencing the decision could lead to disqualification
I. Selected companies/individuals would be required to sign a Non disclosure and/or non
compete agreement with Cloudnine, including agreeing not to undertake similar services for
direct competitors of Cloudnine (in the maternity and/or child space) and /or indirect
competitors (such as multispeciality hospitals whose OBG and/or paediatric areas need to be
consulted to)
End of Document