Beruflich Dokumente
Kultur Dokumente
**
MASTER OF BUSINESS
ADMINISTRATION
Student ID:
1209675
Marking lecturer:
Date of Submission:
Word Count:
4,771
Student ID-1209675
Student ID-1209675
TABLE OF CONTENT
List of Figures..........................................................................5
1.Introduction........................................................................................................6
1.1 Indian Health Care Overview
Task A.....................................................................................................................7
1.Company Profile
2.Products & Costumers
3.Business Processes
4.Product Pricing
5 Capital Investments
6.Performance Measurement
7. IT & E business
Task B...................................................................................................................16
Introduction
1.SWOT Analysis
2. Porters five forces analysis
3.McFarlans Grid
4. PESTELC Analysis
5. Michael Porters Value Chain Analysis
Task C...................................................................................................................28
1.Apollo hospital mobile vision and Objectives
2.The virtual clinic
3.M-Health Value Proposition
4. M-Health Challenges
Student ID-1209675
5. M-Health Applications
6. The Mobile Visions Fit with the M- Commerce Framework
Task D...................................................................................................................36
1.Impact of Social Networking on E-Business
Conclusion...........................................................................................................40
Reference.............................................................................................................41
Appendix..............................................................................................................47
Student ID-1209675
List of Figures
Figure 1: Healthcare Process Flowchart
Figure 2: Apollo hospital Business Evolution
Figure 3.Organization flow chart
Figure 4: Technological Excellence
Figure 5: Business process
Figure 6: Apollo hospital Estimate Costs for Selected Procedures
Figure 7: Apollo hospital Cost Issues
Figure 8: Strategy
Figure 9: Hospital & Medical Services
Figure 10: Leading Hospital Players in India
Figure 11: A graphical representation of SWOT Analysis
Figure 13: Porters Five Forces
Figure 14: McFarlans Strategic Grid
Figure 15: PESTELC Analysais
Figure 16 Investments in the Health Care Industry
Figure 17: Porters Value Chain
Figure 18: A Proposed Mobile e-Health Model to accelerate Healthcare delivery
Importance.
Figure 19: Social media
Student ID-1209675
1. IntroductionInformation Technology (IT) is closely associated with the health care industry.
The use of information technology (IT) enables the communication to be vastly
improved in the processes of decision support and accuracy in patients
administration (Leiner, B .et al., 2002). The use of IT to advance the medical
science has also been evidently through the use of expensive equipment and
technology that helped to increase the chances of recovery (Accenture, 2001).
1.1 Indian Health Care OverviewIndia health care industry has three major players, namely public hospitals,
private hospitals, international
hospitals (Fulcrum and Deloitte,
2001). Figure -1 illustrates the
importance of the India health care
industry
through
stakeholders,
its
suppliers/
providers
and
Student ID-1209675
Apollo Hospital, Chennai IndiaIts founder and chairman, Dr. Prathap C Reddy, has big dreams for Apollo
Hospital Enterprise Limited (AHEL) when it was established in 1983. It is also the
first private hospital to be public listed in the Indian Stock Exchange to have
hospital corporate entity in Asia to provide health care services from its humble
beginning, the Apollo Hospital (AH) now has sixty departments helm by experts
in their respective fields together with the development of international patient
specialized care. It is opened to public and international patients. (Apollo
Hospital, 2013).
Industry
Location
Established
No of employees
Annual turnover
Market
Healthcare
Chennai, India
1983
10,000 +
US$530 million
Mumbai plus international patients
As of March 31, 2013, Apollo Hospital operates fifty-one (51) hospitals worldwide
with a total of 8,420 beds. Its overseas hospitals are in Sri-Lanka, Pakistan,
Bangladesh, and Mauritius (Apollohospitals.com, 2013) .It also has 1,364 retail
pharmacies supporting the health care sector (Babu, 2014)
Based on the business application, CEO (Dr.Reddy) and its board members
ensure an effective business strategy to move the hospital forward. In addition,
the various hospital set-up designed by the management team play crucial roles
in the medical fields (See Appendix -1)
Student ID-1209675
One of the important areas in the health care organization at Apollo Hospital is
the quality of care by the medical staff to the patients through the use of high
tech IT equipments (Gupte, 2013). In addition, Apollo Hospital also offers
Independent pharmacies,
Student ID-1209675
Technical consultation
Web Broadcasts (Apollo hospital, 2014)
Customer or patient came to Apollo hospital, Chennai for (education and
business platform).
For further more detail see (Appendix-1)
2.2 Customer or patient came to Apollo hospital, Chennai for (education
and business platform such as)
Feasibility studies,
Infrastructure planning,
Design and advisory,
Human resource planning,
Recruitment and training services,
Medical equipment planning, sourcing, and installation services;
Post-commissioning consultancy services consisting of management
contracts, and
Franchising
Medical
business
process
outsourcing
services
and
third-party
Student ID-1209675
3. Business ProcessThrough the Chennai Business Process and Information Technology, Apollo
Hospital is able to compile with the health care laws and results in quality care
and extensive cost saving.
Proven ability to accelerate hospital revenue cycle hospitals through the
followings are practiced by the hospital:
10
Student ID-1209675
Through the AHEL team, the process shown in Figure-5, the account and finance
department uses the Explanation of Benefits (EOBs) programmed is able to carry
out their task more efficiently. The hospital is then able to focus on the primary
care for the patients (Apollo Hospital Enterprises-2014).
The model used by the Apollo Hospital in India concentrates on the active
maintenance contract basis. In other words, the management team will fix an
annual management fee plus a percentage of additional revenue earned in
excess of the contract (Apollo Hospital Enterprises-2014).
4. Product PricingTogether with the strategic management team, Dr. Reddy and its management
team, is responsible for developing the hospital marketing strategies, forecast
and sales that will ensure the right pricing policies is in place. The pricing system
will monitor the competitive strategies to be applied by Apollo Hospital (Apollo
Hospital-2014).
11
Student ID-1209675
5. Capital investmentRevenue for April Apollo hospital in September 2012/13 is USD $ 30.83 million,
up 22 percent compared with a year former. Organization predicts that this rate
will continue to expand (Sharma, 2012).
12
Student ID-1209675
Figure-8:
Strategy,
Source-http://businesstoday.intoday.in/story/apollo-hospitals-challenges-in-
new-market-realties/1/190446.html.
On November 27, Apollo Hospital's shares hit a record high of USD $ 15.10
million, afterwards increasing 60 percent in 2012 (Sharma, 2012). The
benchmark Sensex raised 19 percent during this period. An analyst, who did not
wish to be named, said the strong market reaction is due to strong profit growth,
mainly from the business of hospitals and in the area recently. Management
continues to monitor operations and strategic planning to be effective (Babu,
2014). The aim is to improve the number of clinics and regional diabetes center
from the current 100-250, and dental clinics from 20 to 100. Pharmacies will
increase to 2,000 in three years from now in 1400.
(Note: - US-1.00 equiv. to Rs -60.13 (9-Apr-2014).
6. Performance MeasurementAnnual review is carried out by Apollo Hospital to ensure that review performance
measurement at the highest level. This will gauge the hospital aims to achieve
business goals and its objectives (Quality at Apollo: Apollo hospital, 2012). Due
to the sensitivity of the nature of its hospital businesses, the measurement focus
on financial indicators is dominated by the cost of the process and operational
costs. Measures of financial and non-financial aspects are carried out on a
monthly basis. A consolidated report is sent to the owner of the hospital. ( Quality
at Apollo: Apollo hospital, 2012).
Measurement of performance covers the followings:
Decision-making
Performance evaluation and
Responsibility
The CEO initiates the system. Leading services and medical services offered by
Apollo Hospital is shown in Figure-8. Apollo Hospital is the market leader at
889.00 Rs although it has a change of a negative 0.41. Overall Apollo Hospital is
13
Student ID-1209675
still the health care market leader in market capitalization (Top Companies in
India by Market Capitalization -2014)
7. IT and E-Business-
14
Student ID-1209675
the
doctors
professionals
exchange
and
information
project
is
in
place
(Narasimhan, 2013).
Doing
so
will
enhance Apollo
IntroductionIn this section, the overall objective of Apollo Hospital is to enhance and grow its
e-business to cater for the future of this industry. Areas of concerns include
Information Systems (IS) and Information Technology (IT) that will enable Apollo
Hospital to create added values and find new opportunities to its patients (Patra
et al, 2009). Such additional though costly will enhance and improve the hospital
capabilities against its competitors and serve the patients well (Mishra, 2005).
15
Student ID-1209675
Strengths
Weaknesses
telemedicine
Strong pharmacies network of
with Chennai
Pharmacies are also located
to developed countries
High barriers of entry
downtime
for
retrieving
patients data
to
data
countrywide
16
Student ID-1209675
technologies
Threats
Fortis
Guaranteed
personal data
Health care competition from
(medical tourism)
New technology in the industry
to aid expansion in treatment of
patients through use of highly
the industry
Laws are relax for the import of
medical equipment
Apollo Hospital education
other
high
countries.
investment
(Medical
nurses
Use of IS/IT to promote its ecommerce, m-commerce, and
website
Figure: 12 Apollo Hospital- SWOT Analysis
2) Porters five forces analysisBased on Porters Five Forces analysis, the key objective for Apollo Hospital is to
achieve its objectives: patients satisfaction and quality health care resulting in
positive revenues. Specifically more attention must be spent in its effort to push
for m-commerce in the industry. Although cost will be a factor, the positive
outcome outweighs its cost factor (Manjunath, 2007).
17
Student ID-1209675
18
Student ID-1209675
19
Student ID-1209675
20
Student ID-1209675
Based on the McFarlans strategi grid, Apollo Hospital should be focused on the
High (impact on business operations) and High (impact on strategy). This allows
the management to plan high emphasis on the IS/IT in the hospital.
Major focus areas include:
Use of Electronic clinical notes/electronic methods to record patient
data/information
Efficiency through the use of IS/IT for management and operations
Faster response to lab results and evaluation by doctors and team of
experts
Increase in the use of IS/IT and use of medical robotics
Enabvle cost saving in operations and increase in productivity
Minimise the use of paperwork through electronics communication in Ecommerce and M-commerce
21
Student ID-1209675
22
Student ID-1209675
The management must target the healthcare IT market, which is worth U$78.6
billion, an increase from U$45 billion in 2008 (Ibef.org, 2014) .The current rate of
this industry is about 3.6 percent annual (Ibef.org, 2014).
Fig-16.
Investments
in
the
Health
Care
Industry
Source-
http://www.ibef.org/industry/healthcare-india.aspx
Student ID-1209675
The use of IS/IT for M-commerce is the right direction for Apollo Hospital to take
for its long-term objectives. It is also a source of revenue for future expansion
(Somvanshi, 2011)
Use of Cyber knife, surgical Robotic enables better quality patient care
revenue stream.
Advancements in technology such
Technology access, licensing, patents (Apollohospitals.com, 2014)
v. Environment factors
Emergence of Superbug
Good economic growth for the medical industry in 2007 ($34 billion) to
2012 ($77 billion)
24
Student ID-1209675
5) Theory Application: Michael Porters Value Chain AnalysisRightfully, it is a strategic move for Apollo Hospital to apply the Michael Porters
Value Chain Analysis because this theory takes into the account of the whole
process of hospital operations. By being able to efficiently carry out the process,
the patients will benefits at the end of the process (Prakash, 2010), Thus the
outcome will enable Apollo Hospital to have added competitive advantages over
its nearest rivals.
25
Student ID-1209675
Both, the primary and secondary activities carry significant factors for Apollo
Hospital. Firstly, the primary activities enable the hospital to concentrate its
business directly to patient care at all times. The design and operations of the
medical care must be geared towards the ultimate recovery of patient care.
Using advanced technology coupled with quality and skilled medical personnel
will add the process. In addition, the pharmacy division offering the medicine
must also take advantage of the technology to consolidate the process (Prakash,
2010).
Another area of importance is to make sure the staff must be reminded of its
company mission that is Our mission is to bring healthcare of international
standards within the reach of every individual Develop enthusiastically satisfied
customers all time ". Doing so, ensure that quality customer services are
maintained at all times (Prakash, 2010).
26
Student ID-1209675
Under the secondary activities, the major areas are HRM (Human Resource
Management),
R&D
(research
&
development),
Financial
Management,
Education Marketing and Advertising. These are mostly internal attributes that
when done effectively will bring results to Apollo Hospital, Therefore, the
management must strive to inculcate dignity and mutual respect between staff to
ensure a healthy and wonderful working environment of world-class (Scholes,
2005).
Such attributes include:
Health care benefits to all staff regardless of level of entry
Periodic training for all staff
Continuous upgrade of organizational activities for all staff (Scholes, 2005)
Proposed strategy (5- analytical tools)
Work closely with the Indias medical board to upgrade its currency in
the industry
Devise improvement to the current IS/IT development to challenges
will be realized
To provide a first class hospital environment to patients
To develop a 5-year plan and 10 year plan to target specific goals for
Task-C-
27
Student ID-1209675
III.
satisfaction
Increase revenue by 10% annually by
IV.
28
Student ID-1209675
29
Student ID-1209675
The virtual clinic is one further exciting part of the M-commerce. Apollo Hospital
should be working on this for the future in the medical industry. This type of
approach
will
definitely
help
reduce
operating
cost
in
the
industry
(Apollohospitals.com, 2014).
Connectivity Needs:
The importance of connectivity is paramount to the hospital because of the
physical environment in Chennai. The wireless network system is evolving
and will definitely take time to mature.
Communication Needs:
To connect is to succeed. Therefore the hospital must tailor its operations
to communication needs by the patients. Both parties will use the
information flow effectively.
Information Needs:
Another important area is the information needs by patients. Therefore,
the database used by the hospital must be up to date and reliable. Thus,
the M-commerce must be applicable to the hospital.
Entertainment Needs:
Users who want to switch their mobile devices to obtain useful solutions,
entertaining and practical, such as games or access to information
leisurely. From this demand aimed at consumers, it does not apply to
health care.
Commerce Needs:
30
Student ID-1209675
Two main variables are obliged to allow the mobile phone buyers to
implement e-commerce transactions m: display data / government; and a
remote component installation. The value of the purchase in remote parts
emerging from the comfort it provides from.
To display, mobile customers cannot force the coins / bills to make a point
to buy physical (Eg. from candy machine), buy computer products, (eg,
purchase of a remote site), or actually paying bills, (for example, mobile
phones and Bill presentment contribution). While the use of remote utilities
can encourage strengthening of shares to the vendors of the treatment
center, the requirements by means of remote utilities will doubtlessly be
connected to a arrangement of network management in place inventory in
general.
According to Reddy (2002), the notification services are paramount to both
patients and medical service providers like Apollo Hospital. They are:
Critical laboratory alerts
Critical trend alerts
Dynamically-adjusted alerts
Exception condition alerts
Medication alerts:
M-health initiative is only useful if M-commerce is used effectively. Based on the
doctors/physicians using the relevant information, the flowing classification will be
added-value portfolio for Apollo Hospital (Ammenwerth, 1999):
Medical knowledge
Mobile documentation
Patient information
General information
4. M-Health ChallengesWhile the positive use of M-commerce is evident, there are also concerns as to
how patients information is protected (Coursaris and Hassanein 2002).
31
Student ID-1209675
1993)
Security protection and application as the need to keep patients records
(Nielsen, 2000)
Faster download times for doctors/physicians to get the data required
(Cole, 2001).
Lower cost of using such applications as to saving versus time to get the
data.
Usability of information for all parties concerned including patients
(McGinity, 2000).
5. M-Health ApplicationsAs an effective leader in the medical field, Apollo Hospital must engage actively
in the M-Health areas such as:
32
Student ID-1209675
investment into the process so that it can compete effectively. In US, almost
ninety-five percent of healthcare practitioners are using wireless devices to
operate effectively (Anon, 2013)
Figure: 18. A Proposed Mobile e-Health Model to accelerate Healthcare delivery Importance
6. The Mobile Visions Fit with the M- Commerce FrameworkTo successful carry out the use of M-commerce for Apollo Hospital, there are
important considerations that the management must handle.
I.
Patients perspectives
The number one priority is to ensure that patient recovery. As patients are also
tech savvy; the burden is on the hospital to keep up with patients demands. As
the mobile/wireless usage is still in the infant stage, the hospital must continue to
invest in this technology to get the maximum outcome.
II.
33
Student ID-1209675
M-Commerce portfolio
As with any business, the resistance from patients and medical staff on new MCommerce may be real. As such, the management must have a systematic
programmed to inculcate all parties to adopt such progress (Agranoff, 1993).
As highlighted by Dr. Brian Yemen at Hamilton Health Sciences on the demands
on radiologists, he stated that, the possibility of transmitting radiology reports
between hospitals and physicians on-demand is exciting. It will mean less time
and travel for busy doctors, but more importantly, it will mean faster turn- around
and quicker results for patients. This is indeed a positive statement to reflect on
the importance of technology usage.
As for the overall assessment of M-commerce, the signs shown are positive to
move forward. The result is lower cost in the long run through investment and a
higher quality healthcare approach.
The success of M-commerce through the mobile/wireless solutions adopted will
give the industry a higher and better competitive edge than others in the market.
Therefore, if Apollo Hospital invests for the future, then the quality healthcare will
34
Student ID-1209675
35
Student ID-1209675
Task-D-
36
Student ID-1209675
1. CompanyPositive impact
non-IS/IT
approach.
(Lovering,
2014).
Negative Impact
Student ID-1209675
2. Customers/Patient
the
usage
will
expand
stakeholders
to
crease
bigger
Negative Impact
38
Student ID-1209675
3. Employees
Positive impact
the
users
(Webster,
2014).
Through
such
market.
Feedback is almost instant in the use of such
technology. It is also a great platform for the
exchange of information in the market. As for the
medical suppliers, the use of positive and effective
communication will enable the users to be aware
of the message posted (Webster, 2014).
the
hospital
management
must
39
Student ID-1209675
Negative Impact
ConclusionIn conclusion, the hospital has been very successful in recent years. Its
emphasis to update its IS/IT and its applications have enable Apollo Hospital to
provide quality medical care services to its patients.
More importantly, the hospital continues to invest and increases its capacity to
cater to the ever-changing medical landscape for the future.
40
Student ID-1209675
References1. Accenture, (2001). The Future of Wireless: Different than you Think,
BolderthanYouImagine,Accenture:http://www.accenture.com/xdoc/en/idea
s/isc/pdf/Future_of_Wireless.
2. Apollo
hospital
lines
up
-2013.Available
from
http://articles.economictimes.indiatimes.com/2013-0121/news/36462931_1_apollo-hospitals-cancer-treatment-expansion-plans.
3. Apollo
hospital
enterprises
Available
fromhttp://www.moneycontrol.com/india/stockpricequote/hospitalsmedicalservi
ces/apollohospitalsenterprises/AHE.
4. Apollohospitals.com, 2014. Apollo Hospitals | Community Initiatives |
Apollo Telemedicine Health Care Hospitals | Best Cancer Care Hospitals
in
India.
[online]
Available
at:
[online]
Available
at:
41
Student ID-1209675
10. Anon,
(2013).
ed.
[ebook]
Available
at:
/article/companies
/Apollo-s-mission-to-serve-the-masses-112040400061_1.html.
16. B.S (Ed.) Apollo hospital launches virtual clinic in apartment complex.
April
1,2014,Chennai,India
source-
http://www.business-
standard.com/article/companies/apollo-hospitals-launches-virtual-clinic-inapartment-complex-114040100750_1.html.
17. Coursaris, C. and K. Hassanein (2002). "A Framework for m-Commerce: A
Consumer'sPerspective".3rd World Congress on the Management of
Electronic Commerce, Hamilton, Ontario, Canada.
18. 14Cole, C. (2001). "5 things I want from my mobile." m-Commerce World
:http://www.internetworld.co.uk/mcomm/vRoot/articles/article.cfm/B6D4AC
E6-D1D4-11D4-BEE900B0D0A143DF
19. Education in Times of Transition, (2013), World Yearbook of Education
20. Fulcrum/Deloitte (2001). TAKING THE PULSE: V2.0 Physicians and
Emerging Information Technologies, Fulcrum Analytics Inc. and Deloitte
Research 2001.
42
Student ID-1209675
21. Fortis
healthcare
ltd.
March-2014
Available
from-
http://economictimes.indiatimes.com/fortis-healthcareltd/quotecompare/companyid-16648.cms.
22. Finance.yahoo.com, (2014). APOLLOHOSP.BO Profile | APOLLO HOS E
Stock
Yahoo!
Finance.
[online]
Available
at:
February
5,2013.
Source-
http://www.thehindu.com/todays-
paper/tp-opinion/transforming-indias-healthcarelandscape/article4380445.ece.
24. Govindarajan, V. and Ramamurti, R. (2013). Delivering World-Class
Health Care, Affordably. [online] Harvard Business Review. Available at:
http://hbr.org/2013/11/delivering-world-class-health-care-affordably/ar/1
[Accessed 23 Apr. 2014].
25. Harvey, J., 2012. Why Government Should Not Be Run Like A Business.
[online]
Forbes.
Available
at:
Releases
Press
Release
9.
[online]
Available
at:
http://www.himssanalyticsasia.org/about/pressRoom-pressrelease9.asp
[Accessed 25 Apr. 2014].
27. Investor
presentation
August
2013
Available
from-
http://www.apollohospitals.com/apollo_pdf/Apollo_Investor_Presentation_
August_2013.
28. loutan, l., 2014. GHF2008 PS08 Hospitals and Health Systems: Only
High
Tech?.
[online]
Ghf.globalhealthforum.net.
Available
at:
[online]
Small
Business
43
Chron.com.
Available
at:
Student ID-1209675
plan.
July
8,2013
44
Chennai,
India.
Source-
Student ID-1209675
http://www.business-standard.com/article/companies/apollo-hospitalsboard-approves-rs-2-250-crore-investment-plan-113070800181_1.html
41. Nielsen, J. (2000). Designing Web Usability: The Practice of Simplicity.
Indianapolis, Indiana, New Riders Publishing.14Cole, C. (2001). "5 things I
want from my mobile." m-Commerce World:
http://www.internetworld.co.uk/mcomm/vRoot/articles/article.cfm/B6D4AC
E6-D1D4-11D4-BEE900B0D0A143DF.
42. Patra, D., Ray, S., Mukhopadhyay, J., Majumdar, B., & Majumdar, A. K.
(2009, December). Achieving e-health care in a distributed EHR system.
In e-Health Networking, Applications and Services, 2009. Health.com
2009. 11th International Conference on (pp. 101-107). IEEE.
43. Prakash, S., (2010), Delhi Times, issue dated January 12, 2010,
Published from New Delhi, pp12
44. Quality
at
Apollo:
Apollo
hospital
2012.Avaliable
from<
http://www.apollohospitals.com/international_patient_services/quality_at_a
pollo.php>.
45. Sharma, E. (2012). Apollo Hospitals gears up for new market realities,
tweaks strategy - Business Today. [online] Businesstoday.intoday.in.
Available
at:
http://businesstoday.intoday.in/story/apollo-hospitals-
[online]
The
Economic
Times.
Available
at:
<http://articles.economictimes.indiatimes.com/2013-1121/news/44327072_1_new-hospitals-revenue-growth-fortis-healthcare>
[Accessed 18 Apr. 2014].
47. Social Media@ NYUPraha, (2013). Our sister Nirbhaya. [online] Available
at: http://socialmedianyu.wordpress.com/2013/12/12/our-sister-nirbhaya/
[Accessed 24 Apr. 2014]
48. Scholes, K., Johnson, G., (2005), Exploring Corporate Strategy, 6e, pp 4346
Correspondent, S., 2010. Aircel to offer Apollo healthcare services.
[Online] The Hindu. Available at:<http://www.thehindu.com/business/aircelto-offer-apollo-healthcare-services/article803195.ece> [Accessed 19 Apr.
2014].
45
Student ID-1209675
Websites1. http://chennai.apollohospitals.com/.
2. http://www.apollohospitals.com/value_added_services.php
3. http://www.apollohospitals.com/news_detail.php?newsid=100
4. http://www.wipro.com/documents/the-mHealth-case-in-India.pdf
Appendix -1i.
ii.
iii.
46
Student ID-1209675
Oncology,
Orthopedics,
Neurology and
Neurosurgery,
Head and Neck surgery
Reconstructive and
Plastic surgery
Apollo Pharmacy
Oncology,
Orthopedics,
Neurology and
Neurosurgery,
Head and Neck surgery
Reconstructive and
Plastic surgery
Apollo Pharmacy
47
Student ID-1209675
48
Student ID-1209675
III.
IV.
V.
VI.
record).
Have begun to create strategic alignments with their medical staff to
effectively use information technology to improve safe environment for
VII.
patients.
It is positioned to provide data to stakeholders, such as payers,
government, physicians, consumers and employers, to support the
environment of electronic medical records and health information
VIII.
exchange.
Hospital retail pharmacies - Apollo has a vast network of drugs in India,
helping them accumulate more revenue and market share.
Appendix 3-
49
Student ID-1209675
Appendix-4-
50
Student ID-1209675
The first step in dealing with negative comments on social media is the focus of
your criticism you get. Negative reactions to the distinctive flavor and a perfect
alternative care:
I.
II.
Feedback value: The best kind of feedback is the moment to accept that
sentiment comes with a suggested connection. Many patients, including
the most reliable, will use Twitter, Facebook or your online magazine to
propose courses that you can improve your office, or the management
thinking before. During this critics point out imperfections, it may be
particularly useful to get.
Results: feedback constructive forces a formal response. Implementation
of the project was to build understanding and trust by consistently
51
Student ID-1209675
IV.
52