ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

Shouldice Hospital Case Study

Updated on March 5, 2016

Shouldice Hospital Case Study


Case Study: Shouldice Hospital

How would you account for Shouldice's performance? How does Shouldice maximize perceived customer value?

Shouldice Hospital performs at an industry leading level in their treatments for hernias because their patients are carefully screened twice to ensure they meet the requirements for treatment by the facility, the patients remain very active during the service process, the surgical method itself is designed for rapid recovery, the comfort of the patient and the patient’s family are prioritized within the service provided, and the structure of the hospital staff creates a positive interaction with the patients, and the surgeons are regulated in hours operating per day and incorporate input from their peers.

Perceived customer value is the difference between the customer’s evaluation of all the benefits and the cost of an offering and the perceived alternatives. Shouldice starts their maximization of their perceived customer value by their marketing strategy of relying on word-of-mouth. The exceptional service that Shouldice performs on their patients is explained to prospective patients face-to-face by someone who has gone through the experience, creating trust and sense of belief that the quality of this service is the best. Another way Shouldice creates perceived quality is by offering a low price for all of the services and amenities available.


Analyze the service deliver process at Shouldice. How does this compare to competitors? Is this a sustainable source of competitive advantage?

Shouldice encourages active patient participation in the in the process. The service is designed to give the patient a very positive and involving experience and this helps with the patients overall experience because many patients evaluations are based on the process as much as the final outcome. When receiving a procedure at Shouldice it is like taking a vacation with many other people going through the same experience. The competitors are trying to replicate the industry leading service that Shouldice is offering. The case showed an advertisement in the exhibits where another surgical facility was trying to capitalize on the “buzz” that surrounds the hernia procedures and exceptional service by advertising as The Canadian Hernia Clinic and showcasing that it is not a hospital stay. The fact is the competitors just do not provide the experience of staying at a club with the support of fellow patients and former patients. This is a sustainable source of competitive advantage for Shouldice because they have thought of the big picture when it comes to customer satisfaction.

Briefly outline the alternative options for increasing capacity and their pros and cons. How will these options impact the service operation and the customer experience? What should they do?

Options for Shouldice Hospital to increase their capacity to:

Option
Advantages
Disadvantages
Increase capacity at the current facility
Can still control quality, keep the same culture and atmosphere
Additional personnel required, more responsibilities for the administrative personnel, kitchen, laundry, and housekeepers, construction could disrupt patients experience
Schedule Saturday as an operating day
Can still control quality, no investment needed, potential to bring in fresh personnel
Strong opposition by senior doctors and could cause a major disruption
Create a second facility
A new location to reach new customers, new opportunities for personnel, transfer of expertise to the new facility
Difficult to create an identical culture and atmosphere, large investment required, lower ability to control quality

All of these will impact the service operation and customer experience in a positive and negative way but I think that increasing the capacity at the current facility is the best way for Shouldice to control their quality and keep the same culture and atmosphere they have currently. The Saturday scheduling could cause a division in the staff which could create a larger disruption than construction. A second facility is a great way to reach new patients, which is not an issue at Shouldice, and the new facility may not create the delightful experience that their current facility is so exceptional at. Shouldice should focus on keeping the quality of service they deliver and the best way to control that is to increase the capacity at the current facility.


I hope this helped to answer similar questions you may be faced about similar case studies.

See you on the high ground,

Fort Hue

Comments

    0 of 8192 characters used
    Post Comment

    No comments yet.

    working

    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, hubpages.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: https://hubpages.com/privacy-policy#gdpr

    Show Details
    Necessary
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
    Features
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Marketing
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Statistics
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)