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Case
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Reference no. 9-693-091
Subject category: Case Method and Specialist Management Disciplines
Authors: James L Heskett (Harvard Business School); Leigh Kennedy (Accenture, United Kingdom)
Published by: Harvard Business Publishing
Published in: 1993
Length: 7 pages
Data source: Field research
Topics: Customer service; Health services; Logistics; Quality control
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Abstract

The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of selling a hospital on the use of economical shared patient transfusion testing services.; Illustrates 1) ways of measuring service quality, and 2) challenges of achieving customer satisfaction in health care services.
Teaching note
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Reference no. 5-693-092
Subject category: Case Method and Specialist Management Disciplines
Authors: James L Heskett (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1993
Length: 5 pages
View full details

About

Abstract

The vice president of the Lab and Clinical Services at Central Blood Bank is faced with the challenge of selling a hospital on the use of economical shared patient transfusion testing services.; Illustrates 1) ways of measuring service quality, and 2) challenges of achieving customer satisfaction in health care services.

Related

Teaching note
-
Reference no. 5-693-092
Subject category: Case Method and Specialist Management Disciplines
Authors: James L Heskett (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 1993
Length: 5 pages
View full details