Shouldice reflection note

By group 1
Aditya Raut - 21021141010
Anubhav Singh Tomar- 21021141026
Felix Joseph- 21021141047
Nitesh Bharadwaj- 21021141089

 They have developed a service model based on providing quality service with
excellent customer care by providing a high-quality service with excellent
post-operation care. They also have created a perfect environment for patients
and even staff.

 They have a unique operation method for hernia, making their recurrence rate
very low. From the service point of view, they perfectly balanced the tangible
aspect (physical evidence) of the service by providing various in-house
facilities like All carpet flooring, mixed canteen, garden, Lounge area, dining
room. They used to increase customer involvement, which is crucial while
delivering the service.

 Also, they had an excellent booking process which consisted of several steps
that were helpful for them to cut down the lead time while delivering the
service.

 They also had a fantastic organizational behaviour model for creating a high
level of employees by paying the highest salary to the doctor in Ontario and
not only the salary the kind of policies they had for their staff was
commendable and by this, but they were also successful in achieving the core
philosophy behind any organization’s “happy employees can foster the
customer satisfaction and loyalty”.

 The major challenge before them was the expansion because the service model
was more towards the employees-customer engagement and standardised
process. There were chances that while expansion they would have lost the true
essence of their service.

 The best possible solution for the expansion strategies that I would suggest is a
better recruitment process, a training program for the new staff to learn the
organisation's core values, and automation in the booking and payment system.