House of Service Quality of Al-Razi Health Care

7/29/2019 House of Service Quality of Al-Razi Health Care

1/18

House of Service Quality


2/18

Hassan Tufail

Shahid Ali

Umer MukhtarMehreen Shahid

House of Service Quality


3/18

ServiceElements

Customer Expectations

Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sample

collection

Promptinfo

availa

ble

Patie

nt

datab

ase

OnlineR

eport

Acce

ss

Cleanliness

Hygie

ne

Proto

col

Fully

Integrated

High

ly

Profess

ional

Sterilized

equipm

ent

BarCod

ingof

Samp

les

1 2 3 4 5

* o

*

* o

o *

*

Legends

* Al-Razi Health Care

Customer Perceptions

o Shaukat Khanum Lab

*

*

+

-

Comparison with

Shokat Khanam Lab

*

* * * *

* * *

Weighted Score 174 209 251 184

226 234 225 229 196 88

* *

3 7 8 6 7Improvement Difficulty Ran 8 1 2 7 9


4/18

ServiceElements

Customer Expectations 1 2 3 4 5

Reliability 7 * o

Responsiveness 8 *

Assurance 7 * o

Empathy 8 o *Tangibility 6 *

+

-

Medium

Al-Razi Health Care

* * * *

Relationships

* Strong

251

2

Week

*

225

7

Samp

le

ll

i

7

8

5

75

*

234

3

*

Sterili

zed

i

8

Promptinfo

il

l

7

High

ly

i

l

8

Hygie

nel

Fully

I

BarCodingof

l

Patie

nt

o

Legends


Shaukat Khanum Lab

7


7

1

mprovement Difficulty Ran 8 1 9 8 6

*

Weighted Score 174 209 226 229 196 88

* * **

Comparison with

Shokat Khanam Lab

184

7

8 4 7 3 48 4

75 2 1 7 3 31 4

17

6

8 8 8 5 4

2

8

8

8

7

OnlineR

eport

Cleanli

ness

2 7 8 8 8

2 8 8 8 8 1

elative


5/18

Service

Elements


Reliability 8 * o

Responsiveness 7 *

Assurance 8 * o

Empathy 6 o *

Tangibility 8 *

+

-

Relationships

* Strong*

Medium

Week

Legends

* * Al-Razi Health Care

Hygienel

Fully

I

Highly i

l

Sterilize

d

i

BarCodingof

l

Sample

ll

i

Promptin

fo

il

l

Patient

OnlineRep

ort

Cleanline

ss


Shaukat Khanum Lab

7 7 7 1

2 7 7 2 7 7

2 8 8 7 7 7

7 7 7 2

7 7 5

5

7 4 6 7 7 6

7 5 3 2

5 2 5 2 2 7

mprovement Difficulty Ran 8 1 4 8 9

229 235 217Weighted Score 180 213 247 194

6 7 8 7 8

o o o o

213 173 132

o o oo

Shaukat Khanum Lab

o o

4 4 4 8

Comparison with Al-

Razi Lab

4 6 2

8 7 7

elative


6/18

ServiceElements


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sample

collection

Promptinfo

availa

ble

Patient

datab

ase

OnlineR

eport

Acce

ss

Cleanliness

Hygiene

Proto

col

Fully

Integrated

High

ly

Profess

ional

Sterilized

equipm

ent

BarCod

ingof

Samp

les

1 2 3 4 5

* o

*

* o

o *

*

Legends




*

*

+

-

3 7 8 6 7Improvement Rank 8 1 2 7 9

226 234 225 229 196 88

* *


* * * *

* * *Comparison with

Shokat Khanam Lab

*


7/18

Service

ElementsCustomer Expectations

Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

House of Service QualityExpectation 1 2 3 4 5 6 7 8 9

Competent and skilled employees who can deliver

accurate results

Fulfill needs of customers by providing services on

time

Responsiveness:

Efficient employees to perform various tasks with

ease and within specific time frame

Responds to complaints and quires well on time

Assurance:

Competent staff who do their job very well and tells

u what u need to know

Trustworthy, safe and easily contactable

Empathy

Very patient and very friendly staff who gives you

individusal attention

Patient's best interest at heart

Tangibility

Clean, hygienic and healthy physical environment

Well dressed, neat and clean employees

1. Considering a world class lab to be a 9 how would you rate Al-Razi on the following

service features from 1 to 9

Reliability:

Questionnaire for Al-Razi Health Care

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.

Referent Expectations Format

Competent and skilled employees who can deliver

accurate results

Fulfill needs of customers by providing services on

time

Efficient employees to perform various tasks with

ease and within specific time frame

Responds to complaints and quires well on time

Competent staff who do their job very well and tells

u what u need to know

Trustworthy, safe and easily contactable

Very patient and very friendly staff who gives you

individusal attention

Patient's best interest at heart

Clean, hygienic and healthy physical environment

Well dressed, neat and clean employees


8/18

Service


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sa

mple

collection

Prom

ptinfo

available

Patient

database

Onlin

eReport

A

ccess

Clea

nliness

Hy

giene

Protocol

F

ully

Inte

grated

H

ighly

Professional

Ste

rilized

equ

ipment

BarC

odingof

Sam

les

1 2 3 4 5

* o

*

* o

o *

*

Legends




*

*

+

-

Comparison with

Shokat Khanam Lab

*

* * * *

* * *


226 234 225 229 196 88

* *

3 7 8 6 7Improvement Difficulty Ran 8 1 2 7 9


9/18

4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sa

mple

collection

Prom

ptinfo

available

Patient

database

Onlin

eReport

A

ccess

Clea

nliness

Hy

giene

Protocol

F

ully

Inte

grated

H

ighly

Professional

Ste

rilized

equ

ipment

BarC

odingof

Sam

les

Service


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

1 2 3 4 5

* o

*

* o

o *

*

Legends




*

*

+

-


226 234 225 229 196 88

* *


* * * *


Shokat Khanam Lab

*

Sr. No. List of Controlable Factors

Al-Razi Health Care1 Hygiene Protocol

2 Fully Integrated System

3 Highly Professional Pathalogist

4 Sterilized equipment

5 Bar Coding of Samples

6 Sample collection

7 Prompt info available

8 Patient database

9 Online Report Access

10 Cleanliness


10/18

4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 18 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sample

collection

Promptinfo

available

Patient

database

OnlineReport

Access

Cleanliness

Hygiene

Protocol

Fully

Integrated

Highly

Professional

Sterilized

equipment

BarCodingof

Sam

les

Service


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

1 2 3 4 5

* o

*

* o

o *

*

Legends




*

*

+

-


226 234 225 229 196 88

* *


* * * *


Shokat Khanam Lab

*


11/18

1 2 3 4 5

* o

*

* o

o *

*

Legends




4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sample

collection

Promptinfo

available

Patient

database

Onlin

eReport

A

ccess

Cleanliness

Hygiene

Protocol

Fully

Integrated

H

ighly

Professional

Ste

rilized

equ

ipment

BarC

odingof

Sa

mples

Service


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

*

*

+

-


226 234 225 229 196 88

* *


* * * *


Shokat Khanam Lab

*

Y fi d Al R i t b bl f idi t lt


12/18

1 2 3 4 5

* o

*

* o

o *

*

Legends




Rate the statements below from 1 to 5 while 1 for strongly

disagree and 5 for strongly agree according to your perception

about Al-Razi.

1 2 3 4 5

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.

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.

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.

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.

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.

Responsiveness:

Assurance:

Empathy:

Tangibility:

Questionnaire for Al-Razi Health Care

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 experience with

Alrazi Health Care. This information is confidencial and will be used only for educational purposes.

PERCEPTION

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.

Reliability

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.

Responsiveness

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.

Empathy

You believe that the samples that you provide to the laboratory are insafe 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.

Assurance

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.

Tangibility

4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sample

col

lection

Promptinfo

available

Patient

da

tabase

Onlin

eReport

A

ccess

Cleanliness

Hygiene

Pr

otocol

Fully

Integrated

H

ighly

Prof

essional

Ste

rilized

equ

ipment

BarC

odingof

Sa

mples

Service


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

*

*

+

-


226 234 225 229 196 88

* *


* * * *


Shokat Khanam Lab

*


13/18

1 2 3 4 5

* o

*

* o

o *

*

Legends




4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sample

col

lection

Promptinfo

available

Patient

da

tabase

Onlin

eReport

A

ccess

Cleanliness

Hygiene

Pr

otocol

Fully

Integrated

H

ighly

Prof

essional

Ste

rilized

equ

ipment

BarC

odingof

Sa

mples

Service


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

+

-


226 234 225 229 196 88

* *


* * * *


Shokat Khanam Lab

* FullyIntegrated

Syste

Highly

Professional

Sterilized

equip

ent

BarCodingof

Sa

ples

Samplecollection

Promptinfo

available

Pa

tientdatabase

O

nlineReport

Access

Cleanliness

Hygiene Protocol * * * *

Fully Integrated System * * *

Highly Professional Pathalogist

Sterilized equipment * *

Bar Coding of Samples

Sample collection

Prompt info available * *

Patient database

Online Report Access

Roof of the Matrix

Relationship between Controlable Elements

Al-Razi Health Care

Clean

liness

Hyg

iene

Protocol

Fu

lly

Integ

rated

Highly

Professional

Sterilized

equipment

BarC

oding

ofSa

mples

Sam

ple

colle

ction

Prom

ptinfo

available

Patient

data

base

On

line

Report

*

*


14/18

Service

Elements


Reliability 8 * o

Responsiveness 7 *

Assurance 8 * o

Empathy 6 o *

Tangibility 8 *

+

-

Shaukat Khanum Lab

o o

4 4 4 8

Comparison with Al-

Razi Lab

4 6 2

8 7 7

8 7 8

o o o o

213 173 132

o o oo

Improvement Rank 8 1 4 8 9

229 235 217Weighted Score 180 213 247 194

6 7

7 7 5

5

7 4 6 7 7 6

7 5 3 2

5 2 5 2 2 7

7 7 7 1

2 7 7 2 7 7

2 8 8 7 7 7

7 7 7 2

Promptinfo

available

Patient

database

OnlineReport

Access

Cleanliness


Shaukat Khanum La

Hygiene

Protocol

Fully

Integrated

Highly

Professional

Sterilized

equipment

BarCodingof

Samples

Sample

collection

Legends

* * Al-Razi Health Care

Relationships

* Strong*

Medium

We ek

Relative

1 2 3 4 5

* o

*

* o

o *

*

Legends




4 3 4 7

4 7 3 3

8 4 7 8 7 5

8 5 4 1

5 2 6 1 1 7

8 8 8 1

8 8 7 8 8 5

7 8 8 1

2 8 7 2 8 8

2 7 8 8 8 7

Sample

col

lection

Promptinfo

available

Patient

da

tabase

Onlin

eReport

A

ccess

Cleanliness

Hygiene

Pr

otocol

Fully

Integrated

H

ighly

Prof

essional

Ste

rilized

equ

ipment

BarC

odingof

Sa

mples

Service


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Relative

*

*

+

-

Improvement Difficulty Ran 5 1 2 4 9

88

* *

3 10 8 6 7


226 234 225 229 196

Comparison with

Shokat Khanam Lab

*

* * * *

* * *

Service

Elements


Reliability 7

Responsiveness 8

Assurance 7

Empathy 8

Tangibility 6

Sample

collection

7

8

5

7

5

Sterilized

equipment

8

Promptinfo

available

7

Highly

Professional

8

Hygiene

Protocol

Fully

Inte

rated

BarCodingof

Samples

Patient

database

7

1

8 4 7 3 48 47

5 2 1 7 3 31 4

17

6

8 8 8 5 4

2

8

8

8

7

OnlineReport

Access

Cleanliness

2 7 8 8 8

2 8 8 8 8 1

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


15/18

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


16/18

ServiceElements


Reliability 7 * o

Responsiveness 8 *

Assurance 7 * o

Empathy 8 o *Tangibility 6 *

+

-

OnlineR

eport

Cleanliness

2 7 8 8 8

2 8 8 8 8 1

8 8 8 5 4

2

8

8

8

7

5 2 1 7 3 31 4

17

68 4 7 3 48 4

7

Improvement Rank 8 1 9 8 6

*

Weighted Score 174 209 226 229 196 88

* * **

Comparison with

Shokat Khanam Lab

184

7

o

Legends


Shaukat Khanum Lab

7


7

1

Promptinfo

il

l

7

High

ly i

l

8

Hygienel

Fully

I

BarCod

ingof

l

Patient

3

*

Sterilized

i

8

* Strong

251

2

Week

*

225

7

Sample

ll

i

7

8

5

75

*

234

Medium

Al-Razi Health Care

* * * *

Relationships

elative


17/18


18/18

Documents

House of Service Quality of Al-Razi Health Care