Sie sind auf Seite 1von 18

House of Service Quality

House of Service Quality


Hassan Tufail Shahid Ali Umer Mukhtar Mehreen Shahid

* * * * * * * * * *
Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

Comparison with Shokat Khanam Lab Weighted Score * * * * * * 174 209 251 184 226 234 225 229 196 88 1 2 7 9 3 7 8 6 7

Improvement Difficulty Rank 8

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7
*

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8 4 4
*

8 8 5 7 3
*

8 8 4 3 4
*

1 1 1 3 7

* * * o *

o o *

Al-Razi Health Care


Relationships * * * * * * * * * * * * Strong Medium Week

Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility Comparison with Shokat Khanam Lab Weighted Score 7 8 7 8 6 +

Improvement Difficulty Rank 8

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7 *

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8 4 4 *

8 8 5 7 3 *

8 8 4 3 4 *

1 1 1 3 7

* * * o *

o o *

174 209 251 184 226 234 225 229 196 88 1 2 7 9 3 7 8 6 7

Shaukat Khanum Lab


Relationships * * * * * * * * * * * * Strong Medium Week

Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility Comparison with AlRazi Lab Weighted Score 8 7 8 6 8 +

Improvement Difficulty Rank 8

Relative

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

2 2 8 5 7 o

8 7 7 2 4 o

8 7 7 5 6

7 2 7 2 7 o

7 7 7 2 7 o

7 7 5 7 6 o

7 7 7 4 4

7 7 5 6 4

7 7 3 2 4

1 2 2 5 8 o

* * * o *

o o *

180 213 247 194 229 235 217 213 173 132 1 4 8 9 6 7 8 7 8

* * * * * * * * * *
Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

Comparison with Shokat Khanam Lab Weighted Score Improvement Rank * * * * * * 174 209 251 184 226 234 225 229 196 88 8 1 2 7 9 3 7 8 6 7

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7
*

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8 4 4
*

8 8 5 7 3
*

8 8 4 3 4
*

1 1 1 3 7

* * * o *

o o *

Questionnaire for Al-Razi Health Care

House of Service Quality


Relative
Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

We are the students of MBA at GCU Lahore. We are going to analysize the quality of Patahlogy Services provided by Alrazi Health Care. We need your response regarding your expectations from Alrazi Health Care. This information is confidencial and will be used only for educational purposes.

Competent and skilled employees who can deliver Expectation accurate results 1 2 3 4 5 6 7 8 9 Referent Expectations Format Fulfill needs of customers by providing services on 1. Considering a world class lab to be a 9 how would you rate Al-Razi on the following time
service features from 1 to 9 Reliability: Efficient employees to perform various tasks with Competent and skilled employees who can deliver ease and within specific time frame accurate results Fulfill needs of customers by providing services on complaints and quires well on time Responds to time

Responsiveness: Competent staff who do their job very well and tells Efficient employees to perform various tasks with u what u need to know ease and within specific time frame Trustworthy, safe and easily contactable Responds to complaints and quires well on time Assurance: Competent staff who do their job very well and tells very friendly staff who gives you Very patient and u what u need to know individusal attention Trustworthy, safe and easily contactable

Patient's best interest at heart

Empathy Very patient and very friendly staff who gives you individusal attention Clean, hygienic and healthy physical environment Patient's best interest at heart Well dressed, neat and clean employees Tangibility Clean, hygienic and healthy physical environment Well dressed, neat and clean employees

* * * * * * * * * *
Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

Comparison with Shokat Khanam Lab Weighted Score * * * * * * 174 209 251 184 226 234 225 229 196 88 1 2 7 9 3 7 8 6 7

Improvement Difficulty Rank 8

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7
*

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8 4 4
*

8 8 5 7 3
*

8 8 4 3 4
*

1 1 1 3 7

* * * o *

o o *

* * * * * * * * * * *

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

List of Controlable Factors Al-Razi Health Care 1 Hygiene Protocol 2 Fully Integrated System 3 Highly Professional Pathalogist 4 Sterilized equipment Legends 5 Bar Coding of Samples Al-Razi Health Care Sample collection * 6 o Shaukat Khanum Lab 7 Prompt info available 8 Patient database Customer Perceptions 9 Online Report Access 10 Cleanliness
1 2 3 4 5

Sr. No.

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7
*

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8 4 4
*

8 8 5 7 3
*

8 8 4 3 4
*

Cleanliness

Comparison with Shokat Khanam Lab Weighted Score Improvement Rank * * * * * * 174 209 251 184 226 234 225 229 196 88 8 1 2 7 9 3 7 8 6 7

Relative
+

1 1 1 3 7

* * * o *

o o *

* * * * * * * *
Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access
* *

Cleanliness

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

2 2 8 5 8

7 8 Service 8 Elements 2 8 7
Reliability 1 2 6 Assurance Empathy Tangibility

8 8 1

7 8
7 7 8 5 7 8 6

7 8 8 4 4

8 8 5 7 3

8 8 4 3 4

1 1 1 3 7
1

Customer Perceptions
2 3 4 5

Customer Expectations 8 7 8 8 5 Responsiveness 7 4 7 8

* * * o *

o o *

+ Comparison with Shokat Khanam Lab Weighted Score Improvement Rank * *

* * * *

* *

174 209 251 184 226 234 225 229 196 88 8 1 2 7 9 3 7 8 6 7

* * * * * * * * * *
Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

Comparison with Shokat Khanam Lab Weighted Score Improvement Rank * * * * * * 174 209 251 184 226 234 225 229 196 88 8 1 2 7 9 3 7 8 6 7

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7
*

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8 4 4
*

8 8 5 7 3
*

8 8 4 3 4
*

1 1 1 3 7

* * * o *

o o *

Reliability *
*
Legends

* * * * * *

You find Al-Razi to be capable of providing accurate results. You think they value your time during the various processes being Questionnaire for Al-Razi Health Care performed. We they promise to GCU Lahore. We are going certain time, of Patahlogy Whenare the students of MBA atdo something by ato analysize the qualitythey do it. Services provided by Alrazi Health Care. We need your response regarding your experience with You think that Al-Razi provides all and will be used only caters to all the Alrazi Health Care. This information is confidencial services and for educational purposes. needs of the customers. PERCEPTION You are satisfied with from 1expertisefor strongly skill level of the the to 5 while 1 and the Rate the statements below disagree and 5 for strongly 1 2 3 4 5 laboratory technicians. agree according to your perception

about Al-Razi. Reliability: You find Al-Razi to be capable of providing accurate results. You think they value your time during the various processes being performed. When they promise to do something by a certain time, they do it. You think that Al-Razi provides all services and caters to all the needs of the customers. You are satisfied with the expertise and the skill level of the laboratory technicians. Responsiveness: The laboratory has been able to provide results on time. The laboratory technicians were efficient in conducting the sample. The receptionist is able to retrieve your previous data quickly. You have to wait long before you got sampled. The laboratory was able to effectively handle the complaints and queries by you. Assurance: You believe that the samples that you provide to the laboratory are in safe hands. Employees tell you everything which you need to know. Overall the hospital staff does their jobs very well. You are able to contact Al-Razi easily. Over all the staff is very competent in doing their jobs. Empathy: The staff is very patient in attending to your needs. The staff responds to you in a very friendly way. The employees give you individual attention. Al- Razi has patients best interest at heart. Tangibility: You believe that they use sterilized rooms and they are following proper hygienic protocol. They provide clean bathrooms for collection of urine sample. They are using the best available surgical equipment for sampling and testing. Al-Razi provides you with clean, hygienic and healthy physical environment during laboratory diagnostic procedure. Employees are well dressed and appear neat.

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

Responsiveness

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Service Elements

* * o Customer Expectations * o Reliability 7 2 * Responsiveness 8 2


Assurance Empathy Tangibility 7 8 6

7 8 8 2 4

8 7 7 6 7

Assurance 2 8 8 8
8 1 8 1 5 7 8 4 4
* * * *

8 8 5 7 3
*

8 5 8

8 7 5 Empathy

+ Comparison with Shokat Khanam Lab Weighted Score Improvement Rank * *

You believe that the samples that you provide to the laboratory are in safe hands. 8 Employees tell you everything which you need to know. 1 Overall the hospital staff does their jobs very well. 8 1 You are able to contact Al-Razi easily. 1 4 Over all the staff is very competent in doing their jobs. 3 3 The staff is very patient in attending to your needs. 4 The staff responds to you in a very friendly way. 7 The employees give you individual attention. * Al- Razi has patients best interest at heart.

You believe that they use sterilized rooms and they are following * proper hygienic protocol. 174 209 251 184 226 234 225 229 They provide clean bathrooms for collection of urine sample. 196 88 They are using the best available surgical equipment for sampling and 8 1 2 7 9 3 7 8 6 7 testing. Al-Razi provides you with clean, hygienic and healthy physical environment during laboratory diagnostic procedure. Employees are well dressed and appear neat.

Tangibility

Cleanliness

The laboratory has been able to provide results on time. * The laboratory technicians were efficient in conducting the sample. * The receptionist is able to retrieve your previous data quickly. You have to wait long before you got sampled. The laboratory was able to effectively handle the complaints and queries by you.

Relative

* * * * * * * * * *
Legends

Hygiene Hygiene Protocol Protocol Fully Fully Integrated Integrated Highly Highly Professional Professional Sterilized Sterilized equipment equipment Bar Coding of of Samples Sample Sample collection collection Prompt info Prompt info available available Patient Patient database database Online Report Online Access Report

Cleanliness Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

Sample collection

Patient database

Fully Integrated System

Bar Coding of Samples

Highly Professional

Prompt info available

Sterilized equipment

5 8

2 4

6 7
*

1 8

1 7

7 5

4 4

7 3

3 4

3 7

* o

o *

+ Comparison with Shokat Khanam Lab Weighted Score Improvement Rank

* * * Hygiene Protocol Fully Integrated System * * * * Highly Professional Pathalogist * * 174 209 251 184 226 Sterilized equipment 234 225 229 196 88 Bar Coding of Samples 8 1 2 7 9 Sample7 3 8 7 collection 6 Prompt info available Patient database Online Report Access

* *

* *

* *

Cleanliness

Online Report Access

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions

2 2

7 8

8 7

8 2

8 8

7 8

7 8

8 8

Roof of the Matrix 1 2 3 4 5 8 Relationship between Controlable Elements 1 Al-Razi Health Care * o

* *

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access
*

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility


Relative
+ Comparison with Shokat Khanam Lab Weighted Score

7 8 7 8 6

2 2 8 5 8
*

7 8

8 7
*

8
*

8 *

2 * 8 8 5

7
*8

8 8

8 8 4 3 4

8 7 8 8 * 1 2 6 1 4

8 5 4 7 7 * * 7 8 7 5 4* 3

Cleanliness

1 1 1 3 7
Legends

Shaukat Khanum Lab


Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access Cleanliness

*
o

Al-Razi Health Care

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility 7 8 7 8 6

Shaukat Khanum Lab


*

Relationships * Strong Medium Week

Customer Perceptions
* * * * *

* *

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7
*

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8

8 8 5

8 8 4 3
*
8 7 8

1 1

1
* *

3 4

Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service 7 4 Elements

4 3 4 Customer Expectations 7
Reliability* * Responsiveness Assurance

Relative

* * o

o o *

Al-Razi Health Care

1 3

Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

*
7 7 5 7 6 o

2 2 8

8 7 7 2 4 o

8 7 7 5 6

7 2 7 2 7 o

7 7 7 2 7 o

7 7 7 4 4

7 7 5 6 4

7 7 3 2 4

1 2 2 5 8 o

* * * o *

o o *

Empathy Tangibility Comparison with Al10 Razi Lab 6 8 Weighted Score Improvement Rank

6* 5 8 7

174 209 251 184 226 234 225 229 196 +88 o 1 2 4 9 3
-

Improvement Difficulty Rank 5

7
8 1

180 213 247 194 229 235 217 213 173 132 4 8 9 6 7 8 7 8

(7 * 2 ) +( 2*8) + (8*7) + (5*8) + (8*6) = 174

Strategic Assessment
Favorable Factors viewed by Customer
Highly Professional Pathologist Prompt Info Available Patient Database Online Report Access

Factors Need Improvement


Sterilized Equipment Hygiene Protocol Cleanliness

Al-Razi Health Care


Relationships * * * * * * * * * * * * Strong Medium Week

Legends

Hygiene Protocol Fully Integrated Highly Professional Sterilized equipment Bar Coding of Samples Sample collection Prompt info available Patient database Online Report Access

Cleanliness

Service Elements Customer Expectations Reliability Responsiveness Assurance Empathy Tangibility Comparison with Shokat Khanam Lab Weighted Score Improvement Rank 7 8 7 8 6 +

Relative

*
o

Al-Razi Health Care Shaukat Khanum Lab

Customer Perceptions
1 2 3 4 5

2 2 8 5 8

7 8 8 2 4

8 7 7 6 7 *

8 2 8 1 8

8 8 8 1 7

7 8 5 7 5

7 8 8 4 4 *

8 8 5 7 3 *

8 8 4 3 4 *

1 1 1 3 7

* * * o *

o o *

174 209 251 184 226 234 225 229 196 88 8 1 2 7 9 3 7 8 6 7

Das könnte Ihnen auch gefallen