Shouldice Hospital Limited(Abridged)

Group
Anais | Akshay | Harsh | Khushboo | Priyanka | Pooja
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Clueing In
Customers
By Leonard L.Berry
and Neeli Bendapudi

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The Mayo Clinic
-Knows how to send the right signals
-Patients are the most important

Evidence management:
-presents evidence of its abilities

The result :
- Positive word of mouth
- Customer loyalty
- Trust

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 Clues in People
In Mayo Clinic, the patients come first
Care is organised around patients need rather than doctors schedule
Employees embrace the organisations values
Facilitated with awards, concerts and social events

Employee orientation process:

To reinforce patience first mentality
Storytelling about past incidents

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 Clues in Collaboration
Experts come together for discussions; patients needs above all
Not reluctant in admitting gaps in their knowledge
Do not lose income by referring patients to colleagues
Use of modern technology: internal paging and video conferencing
Patient data and records maintained centrally

Clues in Tangibles
Mayo facilities are designed to relieve stress and create positive atmosphere
Well designed interiors in soft colours result in positive impact
Provisions for family members
Employees are in business attire to look professional
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