Apollo Hospitals: Differentiation through Hospitality

Apollo Hospitals: Differentiation through Hospitality Description

Dr. Ananth Rao, who heads the Quality Department at Apollo Hospitals, Bangalore, had undertaken initiatives to measure and benchmark the hospitality services at the hospital. In-patients spend around 80% of their time under the care of the staff from different departments such as nursing, housekeeping, food & beverages, operations, and so on. The Quality team at Apollo Bangalore received 1,434 complaints from the 1,38,600 in-patients treated between March 2011 and December 2012. The feedback was generally open-ended, in the form of patients' comments, opinions, or suggestions. Of the 1,434 complaints received, the housekeeping department received the maximum number of complaints, while the dietary service had the least number. Some of the complaints were genuine concerns, while some were related to minor discomfort. Some of the complaints were very specific, while some were generic. All of these were analyzed, which would enable the hospital to work towards reducing the overall number of complaints. Text analytics was used to analyze the open-ended complaints. In order to gain deeper insights, "Defect-Defective" techniques were used to identify the processes that caused the defects. The processes were re-engineered to eliminate all the defects and a pilot study was done using the "Define Measure Analyse Improve and Control" (DMAIC) cycle. Dr. Rao and his team have developed benchmarks for several common complaints with three levels of service by adopting the Kano model. Critical to Quality (CTQ) metrics have been defined and Sigma levels were calculated for each CTQ. Dr Rao is pondering on what is a good Sigma score target to set given the importance of hospitality in Apollo Hospitals.

Case Description Apollo Hospitals: Differentiation through Hospitality

Strategic Managment Tools Used in Case Study Analysis of Apollo Hospitals: Differentiation through Hospitality

STEP 1. Problem Identification in Apollo Hospitals: Differentiation through Hospitality case study

STEP 2. External Environment Analysis - PESTEL / PEST / STEP Analysis of Apollo Hospitals: Differentiation through Hospitality case study

STEP 3. Industry Specific / Porter Five Forces Analysis of Apollo Hospitals: Differentiation through Hospitality case study

STEP 4. Evaluating Alternatives / SWOT Analysis of Apollo Hospitals: Differentiation through Hospitality case study

STEP 5. Porter Value Chain Analysis / VRIO / VRIN Analysis Apollo Hospitals: Differentiation through Hospitality case study

STEP 6. Recommendations Apollo Hospitals: Differentiation through Hospitality case study

STEP 7. Basis of Recommendations for Apollo Hospitals: Differentiation through Hospitality case study

Case Analysis of Apollo Hospitals: Differentiation through Hospitality

Apollo Hospitals: Differentiation through Hospitality is a Harvard Business (HBR) Case Study on Technology & Operations , Texas Business School provides HBR case study assignment help for just $9. Texas Business School(TBS) case study solution is based on HBR Case Study Method framework, TBS expertise & global insights. Apollo Hospitals: Differentiation through Hospitality is designed and drafted in a manner to allow the HBR case study reader to analyze a real-world problem by putting reader into the position of the decision maker. Apollo Hospitals: Differentiation through Hospitality case study will help professionals, MBA, EMBA, and leaders to develop a broad and clear understanding of casecategory challenges. Apollo Hospitals: Differentiation through Hospitality will also provide insight into areas such as – wordlist , strategy, leadership, sales and marketing, and negotiations.

Case Study Solutions Background Work

Apollo Hospitals: Differentiation through Hospitality case study solution is focused on solving the strategic and operational challenges the protagonist of the case is facing. The challenges involve – evaluation of strategic options, key role of Technology & Operations, leadership qualities of the protagonist, and dynamics of the external environment. The challenge in front of the protagonist, of Apollo Hospitals: Differentiation through Hospitality, is to not only build a competitive position of the organization but also to sustain it over a period of time.

Strategic Management Tools Used in Case Study Solution

The Apollo Hospitals: Differentiation through Hospitality case study solution requires the MBA, EMBA, executive, professional to have a deep understanding of various strategic management tools such as SWOT Analysis, PESTEL Analysis / PEST Analysis / STEP Analysis, Porter Five Forces Analysis, Go To Market Strategy, BCG Matrix Analysis, Porter Value Chain Analysis, Ansoff Matrix Analysis, VRIO / VRIN and Marketing Mix Analysis.

Texas Business School Approach to Technology & Operations Solutions

In the Texas Business School, Apollo Hospitals: Differentiation through Hospitality case study solution – following strategic tools are used - SWOT Analysis, PESTEL Analysis / PEST Analysis / STEP Analysis, Porter Five Forces Analysis, Go To Market Strategy, BCG Matrix Analysis, Porter Value Chain Analysis, Ansoff Matrix Analysis, VRIO / VRIN and Marketing Mix Analysis.

We have additionally used the concept of supply chain management and leadership framework to build a comprehensive case study solution for the case – Apollo Hospitals: Differentiation through Hospitality

Step 1 – Problem Identification of Apollo Hospitals: Differentiation through Hospitality - Harvard Business School Case Study

The first step to solve HBR Apollo Hospitals: Differentiation through Hospitality case study solution is to identify the problem present in the case. The problem statement of the case is provided in the beginning of the case where the protagonist is contemplating various options in the face of numerous challenges that Complaints Apollo is facing right now. Even though the problem statement is essentially – “Technology & Operations” challenge but it has impacted by others factors such as communication in the organization, uncertainty in the external environment, leadership in Complaints Apollo, style of leadership and organization structure, marketing and sales, organizational behavior, strategy, internal politics, stakeholders priorities and more.

Step 2 – External Environment Analysis

Texas Business School approach of case study analysis – Conclusion, Reasons, Evidences - provides a framework to analyze every HBR case study. It requires conducting robust external environmental analysis to decipher evidences for the reasons presented in the Apollo Hospitals: Differentiation through Hospitality.

The external environment analysis of Apollo Hospitals: Differentiation through Hospitality will ensure that we are keeping a tab on the macro-environment factors that are directly and indirectly impacting the business of the firm.

What is PESTEL Analysis? Briefly Explained

PESTEL stands for political, economic, social, technological, environmental and legal factors that impact the external environment of firm in Apollo Hospitals: Differentiation through Hospitality case study. PESTEL analysis of " Apollo Hospitals: Differentiation through Hospitality" can help us understand why the organization is performing badly, what are the factors in the external environment that are impacting the performance of the organization, and how the organization can either manage or mitigate the impact of these external factors.

How to do PESTEL / PEST / STEP Analysis? What are the components of PESTEL Analysis?

As mentioned above PESTEL Analysis has six elements – political, economic, social, technological, environmental, and legal. All the six elements are explained in context with Apollo Hospitals: Differentiation through Hospitality macro-environment and how it impacts the businesses of the firm.

How to do PESTEL Analysis for Apollo Hospitals: Differentiation through Hospitality

To do comprehensive PESTEL analysis of case study – Apollo Hospitals: Differentiation through Hospitality , we have researched numerous components under the six factors of PESTEL analysis.

Political Factors that Impact Apollo Hospitals: Differentiation through Hospitality

Political factors impact seven key decision making areas – economic environment, socio-cultural environment, rate of innovation & investment in research & development, environmental laws, legal requirements, and acceptance of new technologies.

Policy Making Impact on Apollo Hospitals: Differentiation through Hospitality

Government policies have significant impact on the business environment of any country. The firm in “ Apollo Hospitals: Differentiation through Hospitality ” needs to navigate these policy decisions to create either an edge for itself or reduce the negative impact of the policy as far as possible.

Data safety laws – The countries in which Complaints Apollo is operating, firms are required to store customer data within the premises of the country. Complaints Apollo needs to restructure its IT policies to accommodate these changes. In the EU countries, firms are required to make special provision for privacy issues and other laws.

Competition Regulations – Numerous countries have strong competition laws both regarding the monopoly conditions and day to day fair business practices. Apollo Hospitals: Differentiation through Hospitality has numerous instances where the competition regulations aspects can be scrutinized.

Import restrictions on products – Before entering the new market, Complaints Apollo in case study Apollo Hospitals: Differentiation through Hospitality" should look into the import restrictions that may be present in the prospective market.

Export restrictions on products – Apart from direct product export restrictions in field of technology and agriculture, a number of countries also have capital controls. Complaints Apollo in case study “ Apollo Hospitals: Differentiation through Hospitality ” should look into these export restrictions policies.

Foreign Direct Investment Policies – Government policies favors local companies over international policies, Complaints Apollo in case study “ Apollo Hospitals: Differentiation through Hospitality ” should understand in minute details regarding the Foreign Direct Investment policies of the prospective market.

Taxation & Regulation Impact on Apollo Hospitals: Differentiation through Hospitality

Corporate Taxes – The rate of taxes is often used by governments to lure foreign direct investments or increase domestic investment in a certain sector. Corporate taxation can be divided into two categories – taxes on profits and taxes on operations. Taxes on profits number is important for companies that already have a sustainable business model, while taxes on operations is far more significant for companies that are looking to set up new plants or operations.

Tariffs – Chekout how much tariffs the firm needs to pay in the “ Apollo Hospitals: Differentiation through Hospitality ” case study. The level of tariffs will determine the viability of the business model that the firm is contemplating. If the tariffs are high then it will be extremely difficult to compete with the local competitors. But if the tariffs are between 5-10% then Complaints Apollo can compete against other competitors.

Government Scheme & Subsidies Impact on Apollo Hospitals: Differentiation through Hospitality

Research and Development Subsidies and Policies – Governments often provide tax breaks and other incentives for companies to innovate in various sectors of priority. Managers at Apollo Hospitals: Differentiation through Hospitality case study have to assess whether their business can benefit from such government assistance and subsidies.

Consumer protection – Different countries have different consumer protection laws. Managers need to clarify not only the consumer protection laws in advance but also legal implications if the firm fails to meet any of them.

Political System & Stability, and its Impact on Apollo Hospitals: Differentiation through Hospitality

Political System and Its Implications – Different political systems have different approach to free market and entrepreneurship. Managers need to assess these factors even before entering the market.

Freedom of Press is critical for fair trade and transparency. Countries where freedom of press is not prevalent there are high chances of both political and commercial corruption.

Corruption level – Complaints Apollo needs to assess the level of corruptions both at the official level and at the market level, even before entering a new market. To tackle the menace of corruption – a firm should have a clear SOP that provides managers at each level what to do when they encounter instances of either systematic corruption or bureaucrats looking to take bribes from the firm.

Independence of judiciary – It is critical for fair business practices. If a country doesn’t have independent judiciary then there is no point entry into such a country for business.

Government attitude towards trade unions – Different political systems and government have different attitude towards trade unions and collective bargaining. The firm needs to assess – its comfort dealing with the unions and regulations regarding unions in a given market or industry. If both are on the same page then it makes sense to enter, otherwise it doesn’t.

Economic Factors that Impact Apollo Hospitals: Differentiation through Hospitality

Social Factors that Impact Apollo Hospitals: Differentiation through Hospitality

Technological Factors that Impact Apollo Hospitals: Differentiation through Hospitality

Environmental Factors that Impact Apollo Hospitals: Differentiation through Hospitality

Legal Factors that Impact Apollo Hospitals: Differentiation through Hospitality

Step 3 – Industry Specific Analysis

What is Porter Five Forces Analysis

PESTEL stands for political, economic, social, technological, environmental and legal factors that impact the external environment of firm in Apollo Hospitals: Differentiation through Hospitality case study. PESTEL analysis of " Apollo Hospitals: Differentiation through Hospitality" can help us understand why the organization is performing badly, what are the factors in the external environment that are impacting the performance of the organization, and how the organization can either manage or mitigate the impact of these external factors.

Step 4 – SWOT Analysis / Internal Environment Analysis

Step 5 – Porter Value Chain / VRIO / VRIN Analysis

Step 6 – Evaluating Alternatives & Recommendations

Step 7 – Basis for Recommendations

References :: Apollo Hospitals: Differentiation through Hospitality case study solution