GAP 1: Not nowing what customers expect Provider Gap 1 is the difference between customer expectations of service and

co mpany understanding of these expectations. But for the case of Apollo Hospitals: Today, 29 of these clinics dot the length and breadth of the country. The concept has been extremely successful with over 2,00,00 customers in about two y ears and a business of over Rs 250 million. Customer satisfaction, as evidenced by on going audit, has been extremely high. With over 6,000 super specialty beds, in over 50 medical and surgical disciplines, the group has treated over 10 million patient s, completed over 3 la h major surgeries with enviable success rates. In the las t 5 years, more than 60,000 foreign patients from 55 countries have been treated at the various Group hospitals. Thus we can say there is no Gap1 for Apollo Hospitals, because they have properl y understood the expectations and delivered the same consistently. Gap 2: Not having right service quality designs & standards Gap2 is the difference between the company expectations and the development of c ustomer driven service quality standards. In the case of Apollo Hospitals: They were located in outs irts in some of the cities. They believed in delivering fast service but it was always delayed. Gap 3: Not delivering to service standards. It is the difference between the developments of customer driven service standar ds and actual service performance by company employees. In the case of Apollo Hospitals: There was a difference between medical and financial goals as it was a p rivate hospital. Staff was less prestigious as it was a startup then and presently good d octors have their own clinics Apollo also operated several nursing schools and the Global Nursing Prog ram (GNP) which trained and placed nurses in the United States which resulted in large number of staff to migrate to USA for better opportunities. This results that there are some uns illed Compounders and nurses which are giving services to the patient.