Case Analysis: Apollo Health and Lifestyle Limited: Retail
Franchising in the Healthcare Industry
Case Analysis 1: Dr. Piyush Sinha
This case deals with the concepts and issues that the franchisees are facing. The main difference between the franchisee and dealership lies in focus of process against product. The first issue of decision of entry in a franchisee is characterized by the thumb rule of 2 + 3. In the beginning, the company must run 2 of the outlets on its own before franchising 3 of its new outlets to demonstrate a good quality service delivery. Another issue comes when we determine the market potential and size. However, there are so many potholes when it comes to estimate potential using classical methods. The unprecedented growth rate of Indian market as well as level of detailed information available for trading areas is always miscalculated. Several attitudinal, both affective and cognitive, factors create a gap between intention and actual purchase. It is commonly perceived that in highly potent markets, companies tend to take a leap based on only demographic information and ignore the lifestyle and attitudinal factors. Issue that the company will sustain or not in the long run can be sorted out with timely and consistent deliveries of the promises made in the clinics. After market estimation, it needs to have the proper resources, processes and systems for harnessing the potential. In the case study, Apollo doesn’t have finance related issues, but the knowledge of running a hospital maybe tricky in running a clinic as the target customer base is entirely different. In such a case, Apollo should understand that franchising is a bottom up business and macro strategy may not work here. They should rather focus on clinic per clinic operations and determine customer value-based market segments and then devise delivery mechanism accordingly. Case Analysis 2: R C Natarajan Mr Natarajan analyses the case on the basis of feasibility of Apollo’s foray into the primary and preventive healthcare. As Apollo is a chain of super specialty hospitals, the cost of expansion is quite high. There is a need in the country for more outlets for primary and preventive healthcare, which will enhance the life expectancy as well as lessen the burden off the tertiary healthcare sector. This will also enhance the brand image of Apollo and make it the first choice in the secondary and tertiary sectors. Although there will be a little cannibalization of OPD patients of Apollo hospitals, other players wont match with AHLL due to its economies of scale and economics of scope, in the long run. The growth model is AHLL is through the increased volumes (customers), rather than increased margins and thus it is getting difficult for it to breakeven early. The gestation period of 4 years is huge for a franchisee. It has to assume its initial losses as investment for popularizing AHLL in the local market and keep its focus on longterm returns. Two more aspects affection the franchisee agreement is the initial license fee and the royalty. The license fee of Rs 20 lakh seems to be on a much higher side while the royalty of 55 irrespective of the profitability of the firm seems to spoil the relationship. The technical support by visits of doctors from Apollo Hospitals seems more of a monitoring work rather than a support in functioning. On a similar note, the marketing communication front is equally non-effective so far. AHLL strives to position itself as a one stop value-for-money primary healthcare facility. But, both its core ad campaigns, “Life must be good” and “And you thought we’re expensive” fail to enhance the core message of the company and seem pretty ordinary amidst the plethora of advertisements of lifestyle products. Right now, a number of things need to be modified. The initial license fee should be reduced to Rs 10 lakh and the royalty should be pegged to PBT and not to the gross income, and it should be in the range of 20-30 per cent. It should also depute their doctors to the clinics for timely checkup. Case Analysis 3: M N Tripathy Here, the problem is of misinterpretation of the meaning of the word “franchisee”, which led to a executable business idea failing miserably. Those disappointment of the franchisee plan stems starting with the center Comprehension from claiming ‘branding’ Also ‘brand quality. ’ Some place An befuddle about desires between AHLL and the franchisees over upon what amount of the brand is worth will be irritating the cost-benefit mathematical statement to both of them. AHLL clearly supposes that those Apollo facility mark may be worth Rs 20 lakh Similarly as An one-time authorizing expense and acknowledges the 5 % charge ahead income Likewise an twelve-month fee, payable quarterly, Similarly as reasonable. The franchisees hope that the Apollo brand name might naturally get those patients in Furthermore they might have the capacity with run a profitable operation good from the begin. Unfortunately, in the administration industry, a greater amount along these lines in the social insurance industry, it may be not enough should need a highest point class product; it must a chance to be dependably supported by a highest point population administration. A more sensible picture could be given with somewhat more preservationist evaluations of revenue and a projection of a misfortune for the initial two years before benefits are made. This would temper down the desires of the franchisee and maybe additionally diminish the quantity of utilizations for establishments, with concomitant sparing of time for shortposting the imminent candidates. Therefore, some transforms require with be constructed. Secure another mark to those ‘Apollo Clinic,’ disassociating itself starting with those Apollo lineage, yet maintaining the aggregation character furthermore its proposition should be An ‘value’ mark for yearning white collar class clients. Case Analysis 4: Narsimhan Rajkumar Mr Rajkumar asserts that service management entails three intricately linked issues: service operations management; service marketing management, and service provider management. The core of all these issues is the heterogeneity which means both the employees and the customers are involved in the service quality. On one hand, variability in the service will lead to high customer satisfaction, on the other hand this will brand the franchisee in its own unique way making it somewhat bigger than the brand itself. The problem Apollo faces is in giving a different brand image to both Apollo Hospitals and AHLL. Any service can be seen on two parameters—Divergence (the amount of freedom allowed to the service provider) and Complexity (the number of predefined steps taken to provide the service). Therefore, one way to resolve its current issues would be to reduce the number of fronts it is focusing on like consultancy. One more would be to invest heavily in IT infrastructure, which would help the providing value to patients as well as in process standardarisation. Case Analysis 5: Sanal Kumar Velayudhan The revenue from royalty for AHLL is 48 per cent of the projected revenue of Rs 7.89 crore. As royalty paid is a fixed percentage of franchisee revenue, the revenue of the franchisee also diminishes and so do the interest level of existing franchisees and the willingness to invest by businessmen. Thus, educating customers is necessary for these franchisees to make more profit. Communication should rely on somewhat paid advertising also, apart from the word of mouth publicity. The reach in tier 2 and 3 cities and towns should be increased leveraging the franchisee model. Personal selling effort is required particularly in the initial stage. AHLL needs to put resources into brand building for picking up con-fidence of the franchisees. The franchisee on build up ing the business has faithful clients fulfilled by the nature of administration. He might then understand that the franchisor is not giving quality to the eminence paid on a repeat ring premise.