Question

In the service delivery process of a dental clinic:

2. Describe three key elements of physical evidence and discuss how they influence the customer’s experience

3. Identify, number, and describe three potential failpoints (points in the process where problems may occur) and/or bottlenecks (points in the process where backups or slow delivery may occur)

4. Suggest possible solutions/alternatives to address these (potential) problem areas

Can someone please answer these in an intelligent manner in paragraph format with numbers corresponding to the answers. Thank you

These concepts relate to marketing.

Answer 1

2. In a medical clinic the first and foremost thing which a customer expects is the the doctor qualtity and his experience. Also that doctor himself is doing the treatment or he is having some assistants to do the work and he himself in not even present. The second important thing is its machine and equipments which must be in accordance with the latest technology . The last thing a customer would look for is the cleanliness of the premises.

3. The three potential fail points may be:

(i) The waiting time is too long and most of the the time doctors are not present or come too late.

(ii) The equipments used are too old and are not having standard operating quality. Moreover they have cleanliness issue also.

(iii) The last but most important point may be that how diligently doctors operate and looks after the patients problem. If one has to go a root canal activity then a customer would expect a minimum pain and it should happen with a smooth way but in many cases they are done very casually which leads to another fail point.

4. Solutions to these problems are:

(i) Doctors should always be present in the clinic on time and if they are not operating atleast they should be assisting their assistants and should entertain a reasonable set of patients whom they can cater easily.

(ii) The equipments and machines should be latest and regular replacement of old and damaged equipments should be done in order to have a comfort for customers.

(iii) The doctors should be very polite and patient while attending any patient and moreover there should be a clean and calm environment so that customers nervousness should be overcome.