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6373d1215719605 Ssm Sem 5 Notes Services Sector

6373d1215719605 Ssm Sem 5 Notes Services Sector

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Published by: Swapnil on Nov 02, 2009
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11/02/2009

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SERVICE SECTOR MANAGEMNT
Definition of service management: -“ Actions of organisations to maintain and improve well-being & functioning of people.”Service is an integral part of business.
Types of Services:1.Primary sector 2.Secondary Sector 3.Tertiary Sector 1)Primary Sector: is something like extracting like mining, cultivate likeAgriculture (Horti-culture\Aqua-culture) farming.2)Secondary Sector: like manufacturing process (+ Aids machinery provide service).3)Tertiary Sector: (Domestic Services).a.Business: Consultation, Finance, Banking b.Trade: Retailing, Maintenance, Repair.c.Infrastructure: Communication, Transportation.d.Social\personal: Restaurants, Health Care.e.Entertainment Public Administration: Education, GovernmentAdministration
Characteristics:1.Intangible2.Perishable3.Inseparable4.Heterogeneity (Non Standard)5.Ownership6.Simultaneity (channel of distribution, geographical coverage absent)7.Quality measurement (Quantification)8.Nature of demand (Fluctuate)
Growing importance, impact & marketing of services.
Delivery system. Design/organization chart. Role of customers.
Productivity & quality improvement
 
18-07-02Health Care
Truly speaking in the international committee gives top priority to health care of thecommittee.
Health Plans:
are considered as“Public Health” domain of state list {constitution} medical relief & supplies {central +state + all}
concerned with the activitiesCentral government health scheme from July 54 for CGEES [central governmentemployees]
Objectives:
1 primary health center………….30000 people1 sub-center.……………………....5000 people1 community health center……..100000 peopleFamily welfare & maternal + child health Programe. Investment on health 7575 cr. (1.75% of public sector undertaking)
‘Hospital’ Management:
It is a place for diagnosis treatment for ills & also education, training, research, promoting health care activities & bio – social research.‘SOCIAL & MEDICAL ORGANISATION’
Types
Govt., Semi-Govt., Voluntary, Private, Charitable
Path
: Allopathic, Homeopathy, Ayurvedic… {Others}
Marketing Medicare:
1.Users are found satisfied2.Time honoured service mix3.Inculcating mass awareness4.Thrust areas can be identified.5.Behavioual dimensions given due weightage.6.Vulnerable segment can be identified7.Services can be made cost effective8.A rational fee structure9.For motivating personnel
Thrust area
1.Universal Immunization2.AIDS3.Vector borne diseases {malaria, kalazar, Japanese encephalitis, relapse}
 
4.Drug addiction.
Marketing Mix For Hospitals
1.
Product:
Functions Line*, Supportive, Auxiliary2.
Promotion:
Personal, Non-Personal, and Increase Awareness.3.
Promotion:
HIG, MIG, LIG, & No Income group.4.
Place:
Availability to ultimate users (All Try!)* Dentist, Gynecologist, Psychologist etc.
Strategy:
Short run & long run problems for short terms & long term Strategy.
Product:
First aid, Doctors, Medical stores, Diagnosis, Cure, Doctors & Staff, Facilities,Technology, Hygiene, Food, Medical Stores, Facilities.
Price:
Income groupGS.G PrChargeHML N.I
Promotion:
List of visiting doctorsExclusiveFree campaignFree servicesCorporate PackagesAwareness ProgrameEminent personalityCampManagement Executives
Place:
Still not developed Not that much of scope

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