- Review the Aravind case study in the Learning Resources. https://services.hbsp.harvard.edu/api/courses/6376…
- With the 5 I’s of marketing in mind, reflect on the health care service provided by the organization and its personnel.
Learning Resources tools:
https://class.content.laureate.net/94f15f3be371111…
The Assignment
In a 4- to 5-page paper, address the following:
- Using the 5 I’s of marketing, analyze the health care service provided by the organization in the scenario.
- Inconsistency: Is there consistency in the quality of care?
- Inseparability: When providing the service, do providers demonstrate biases toward or against patients and their families (i.e., racial biases, age biases, gender biases, etc.)?
- Intangibility: What are the intangible characteristics of providers (i.e., demeanor, posture, etc.)? How do providers behave toward patients?
- Interaction with consumers: Is the organization patient-centered or physician-centered?
- Inventory: How much time is spent on providing the service and how much time is spent on non-service-related activities?
- Recommend strategies to market this service to health care consumers. Include how these strategies might improve operations.
Grading Rubric
| EXCELLENT – above expectations | GOOD – met expectations | FAIR – below expectations | POOR – significantly below expectations or missing | |
|---|---|---|---|---|
| Analysis of health care services using the 5 I-s of marketing | 36 (36%) – 40 (40%) The analysis of health care services using the 5 I-s of marketing shows depth, breadth, triangulation, and clarity in critical thinking. | 32 (32%) – 35 (35%) The analysis using the 5 I-s of marketing fully addresses the services of the health care organization. | 28 (28%) – 31 (31%) The analysis of health care services using the 5 I-s of marketing lacks depth, breadth, triangulation, and clarity in critical thinking. | 0 (0%) – 27 (27%) The analysis using the 5 I-s of marketing does not address (zero points) or poorly addresses the services of the health care organization. |
| Recommendations of strategies to market services | 36 (36%) – 40 (40%) The recommendations show depth, breadth, triangulation, and clarity in critical thinking. | 32 (32%) – 35 (35%) The recommendations fully address how to market the health care services. | 28 (28%) – 31 (31%) The recommendations lack depth, breadth, triangulation, and clarity in critical thinking. | 0 (0%) – 27 (27%) The recommendations do not address (zero points) or poorly addresses how to market the health care services. |
| Writing | 18 (18%) – 20 (20%) The analysis is well organized, uses professional tone, contains original writing and proper paraphrasing, contains very few or no writing and/or spelling errors, and is fully consistent with graduate-level writing style. | 16 (16%) – 17 (17%) The analysis is mostly consistent with graduate-level writing style and may have some spelling and writing errors. | 14 (14%) – 15 (15%) The analysis is somewhat consistent with graduate-level writing style and may have some spelling and writing errors. | 0 (0%) – 13 (13%) The analysis is well below graduate-level writing style expectations for organization, professional tone and writing, or shows heavy reliance on quoting. |
| Total Points: 100 |
|---|
Expert Solution Preview
Introduction: In this assignment, we will analyze the health care service provided by an organization using the 5 I’s of marketing and recommend strategies to market the service to health care consumers.
Answer:
The health care service provided by the organization in the scenario can be analyzed using the 5 I’s of marketing.
1. Inconsistency: There appears to be inconsistency in the quality of care provided by the organization. The case study mentions that some patients were very happy with the service, while others felt that the waiting time was too long and the doctors were too busy to spend enough time with them.
2. Inseparability: It is not explicitly mentioned whether the providers demonstrated biases towards or against patients and their families based on their race, age, gender, etc. However, the case study mentions that the doctors were trained to treat each patient with respect and empathy.
3. Intangibility: The intangible characteristics of the providers such as their demeanor and posture are not explicitly mentioned in the case study, but it is stated that the doctors were trained to communicate effectively with patients and families.
4. Interaction with consumers: The organization appears to be more patient-centered than physician-centered. The case study mentions that the doctors were trained to listen to the patients’ concerns, answer their questions, and treat them with respect and empathy.
5. Inventory: The case study does not provide specific information on how much time is spent on providing the service and how much time is spent on non-service-related activities.
To improve operations and market the service to health care consumers, the following strategies can be recommended:
1. Improve consistency in the quality of care provided by the organization by conducting regular customer satisfaction surveys, identifying areas of improvement, and taking corrective actions.
2. Train providers to be aware of their biases and treat all patients and families equally, regardless of their race, age, gender, etc.
3. Train providers to communicate effectively with patients and families and exhibit a positive demeanor and posture.
4. Continue to be patient-centered and prioritize the patients’ concerns and needs.
5. Streamline operations to reduce wait times and improve efficiency in providing the service.
By implementing these strategies, the organization can improve its service quality, attract more health care consumers, and increase its market share.
