Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals Description

Manipal Hospitals, which was started in 1953, had the advantage of being the "oldest" healthcare group in India. In six decades, the group could establish the reputation for being ethical and patient friendly. In 2017, Manipal Hospitals catered to around 2 million customers from India and overseas every year through their tertiary and secondary care facilities. In 2017, MHE managed an aggregate of 5,200 plus beds among 16 hospitals, over 13 locations across 6 states in India and one hospital in Klang, Malaysia. The Group's acute care flagship quaternary care facility located in the heart of Bangalore, India's IT capital was set up in 1991. The 680-bed Manipal Hospital at HAL Airport Road provided care in over 60 specialties under one roof. Ajay Bakshi, MD and CEO of Manipal Hospitals strongly believed that the word-of-mouth (WOM) is much stronger than any other type of promotion and thus it is important for MHE to keep customers informed about the improvements. With the improved system for feedback collection, he was confident of moving towards a more tangible outcome from feedback collection. Collecting Net Promoters Score (NPS) and tracking the trend of NPS was an integral part of patient care at MHE. He also believed that closing the loop is a central theme of the Net Promoter Score and thus NPS should be pivotal to understanding the deficiencies in the system and improving it. Ajay believed that NPS score itself is just the tip of the iceberg. The real value was provided by understanding what leads to the NPS score, especially the causes of detractors and promoters and asking follow-up questions on the reason for the score. It provided a gold mine of information which can be used to improve patient care.

Case Description Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Strategic Managment Tools Used in Case Study Analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

STEP 1. Problem Identification in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study

STEP 2. External Environment Analysis - PESTEL / PEST / STEP Analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study

STEP 3. Industry Specific / Porter Five Forces Analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study

STEP 4. Evaluating Alternatives / SWOT Analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study

STEP 5. Porter Value Chain Analysis / VRIO / VRIN Analysis Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study

STEP 6. Recommendations Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study

STEP 7. Basis of Recommendations for Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study

Case Analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals is a Harvard Business (HBR) Case Study on Sales & Marketing , 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. Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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. Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study will help professionals, MBA, EMBA, and leaders to develop a broad and clear understanding of casecategory challenges. Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals will also provide insight into areas such as – wordlist , strategy, leadership, sales and marketing, and negotiations.

Case Study Solutions Background Work

Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Sales & Marketing, leadership qualities of the protagonist, and dynamics of the external environment. The challenge in front of the protagonist, of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals, 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Sales & Marketing Solutions

In the Texas Business School, Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 – Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Step 1 – Problem Identification of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals - Harvard Business School Case Study

The first step to solve HBR Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Nps Manipal is facing right now. Even though the problem statement is essentially – “Sales & Marketing” challenge but it has impacted by others factors such as communication in the organization, uncertainty in the external environment, leadership in Nps Manipal, 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals.

The external environment analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study. PESTEL analysis of " Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals" 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals macro-environment and how it impacts the businesses of the firm.

How to do PESTEL Analysis for Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

To do comprehensive PESTEL analysis of case study – Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals , we have researched numerous components under the six factors of PESTEL analysis.

Political Factors that Impact Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Government policies have significant impact on the business environment of any country. The firm in “ Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals ” 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 Nps Manipal is operating, firms are required to store customer data within the premises of the country. Nps Manipal 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. Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals has numerous instances where the competition regulations aspects can be scrutinized.

Import restrictions on products – Before entering the new market, Nps Manipal in case study Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals" 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. Nps Manipal in case study “ Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals ” should look into these export restrictions policies.

Foreign Direct Investment Policies – Government policies favors local companies over international policies, Nps Manipal in case study “ Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals ” should understand in minute details regarding the Foreign Direct Investment policies of the prospective market.

Taxation & Regulation Impact on Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

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 “ Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals ” 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 Nps Manipal can compete against other competitors.

Government Scheme & Subsidies Impact on Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

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 – Nps Manipal 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Social Factors that Impact Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Technological Factors that Impact Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Environmental Factors that Impact Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

Legal Factors that Impact Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals

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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study. PESTEL analysis of " Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals" 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 :: Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study solution