SERVICE SECTOR MANAGEMENT HOTEL INDUSTRY

SERVICE SECTOR MANAGEMENTHOSPITAL INDUSTRYMade by:- BINAY SHUKLA (21) ANURAG SINGH (22) MANOJ SONI (23) JYOTI VERMA (24) SHAILESH YADAV (25)INTRODUCTION OF HOSPITAL INDUSTRYThe Hospital Industry originated in the 437 B.C. in Srilanka.Hospital Industry was one of the oldest industries in the world.It was widely spread in the world.Hospital includes many things. For example diagnostic centre, birth centre, pharmacy centre etc.INTRODUCTION OF APOLLO HOSPITALFirst corporate hospital in 1983 in Chennai.One of the largest group in Asia.Owns & manages 41 hospitals in & around India & has a total capacity of 7000 beds.Declared as a Centre of Excellence by the Government of India.First Indian Hospital to receive the ISO 9002 and ISO 14001 certifications.

MARKETING MIX OF APOLLO INDUSTRYMARKETING MIXPEOPLEPRODUCTPLACEPRODUCTIVITYPRICEPROMOTIONPHYSICAL EVIDENCEPROCESS4 PRODUCTAUGMENTEDPOTENTIALEXPECTEDCOREPRODUCT CONT..CoreExpectedAugmentedPotentialDiagnostic servicesHygiene levelsRenowned consultantsRobotic surgery for cancerEmergency servicesCleanliness

Dress code of staffElevators

Air conditionerAmbulanceBabysitting PRICEPRICING STRATEGIESDEMAND BASEDCOMPETITION BASEDCOST BASED PRICINGPLACETheplacepart of the marketing mix iswherethe customer receives the product or service. Place in case of services determine where is the service product going to belocated.Nature of Service.Nature of Interaction.Dependency on other services. PROMOTIONQUALITY OF TREATMENTMEDICAL CAMPWORD OF MOUTHPUBLICITY

PEOPLEAll human actors who play a part in service delivery and thus influence the buyers perceptions.For e.g.:-

Physical evidencePhysical evidence refers to the environment in which the service is assembled and in which the seller and customer interact, combined with tangible commodities that facilitate performance or communication of the service.

PROCESSService process is the way in which a service is delivered to the endcustomer.Process is something related to: How do people consume services? What processes do they have to go through to acquire the services?Service itself.Location of service delivery.Degree of divergence. PRODUCTIVITYReliability: Perform promised service dependably and accurately. Example: receive mail at same time each day.Responsiveness: Willingness to help customers promptly. Example: avoid keeping customers waiting for no apparent reason.Assurance: Ability to convey trust and confidence. Example: being polite and showing respect for customer.Empathy: Ability to be approachable. Example: being a good listener.Tangibles: Physical facilities and facilitating goods. Example: cleanliness.THANK YOU