Jaclyn Feder

1
Manor Memorial Hospital DHC
Jaclyn Feder Christi Louis Jennifer Muckley Seena
Sherman Jennifer Zupnick
March 3, 2004
2
The Problem
How can the Downtown Health Clinic (DHC) improve
their current operations in order to effectively
compete against the introduction of a
potentially new clinic five miles north of their
current location?
3
Alternative 1
Maintaining status quo
Total Market Potential 11795 visits Anticipated
2001 Visits 4313 Anticipated 2001 Capture
Rate 36.6 Net Loss (230,416.61) Problems
Customer Satisfaction Unaddressed Benefits
Easy
4
Alternative 2
Adding gynecological services

• 50 of surveyed women patients suggested adding
  gynecological services

Net Loss (48,015.60)
Problems Increased Costs Benefits Increased
Retention Rates Increased Female
Customer Satisfaction Word of Mouth
Advertising
5
Alternative 3
Adding a physician, extending hours

• 30 of surveyed patients suggested extending
  hours to 7am- 7pm.

• Break Even Market Share 49.4
• Net Loss (445,578.98)
• Problems Market Share
• Additional Costs
• Benefits Decreased Lunch Congestion
• Decreased Wait Times

6
Alternative 4
Adding a physician, extending hours, adding
gynecological services

• Net Loss (295,818.98)
• Problems Limited Facility Capacity
• High Cost
• Benefits Increased Customer Satisfaction
• Competitive Advantage

7
Our Recommendation

• Add gynecological services only
• Advertising in downtown newspaper

8
Implementation

• Hire part-time gynecologist
• - Extensive background checks
• Implement weekly advertising program
• Physically prepare for increased patients and
  services

9
Thank You Any Questions
March 3, 2004