service marketing

1. UNIVERSITY OF COLOMBO
Faculty of Graduate Studies
Executive Diploma in Marketing 2015/2016
Services Marketing.
Service Quality Report of Nawaloka Metropolis Laboratories Sri Lanka

2. Tableof Contents
Introductions......................................................................................................................................3
Nawaloka Metropolislaboratory Service..............................................................................................3
01.1 .Service Quality of Nawaloka Diagnostic Laboratory service ...........................................................5
01.2 Tangibility of Nawalokalaboratory service................................................................................6
01.3 Reliability of Nawaloka laboratory service.................................................................................6
01.4 Assurance of Nawaloka laboratory service.(Credibility/Security/Competence) ............................6
01.5 Empathy of Nawaloka laboratory service (Access/Communication/Understand the customer) ....7
02.1Activities plan of diagnose system inNalaloka Hospital ..................................................................7
03. Issues of Service quality.................................................................................................................8
3.1 Issues on Registration and Payment step.................................................................................8
3.2 Issues on Sample collecting step.............................................................................................8
3.3 Issues on Testing & Sample Analysis........................................................................................8
3.4 Issues on Quality Control & Result Reporting...........................................................................8
3.5 Issues on Impression (Report Printing)....................................................................................8
3.6 Issues on Lab Management System.........................................................................................9
Recommendations of upgrade Service quality......................................................................................9

3. Introductions
Nawaloka Hospital was established in 1985. Fulfilling a long felt need of a high
technology health care center at an affordable cost.
Nawaloka medical team comprises of highly Qualified Consultants. Physicians,
Surgeons, Anesthetists and well-trained Nursing staff.
The hospital is at the forefront of medical technology and expertise. It provides a
complete range of latest diagnostic. Medical and surgical facilities for the care of its
patients
Nawaloka Hospital provides medical investigation services to well over 1,000 people
every day. The majority of them are for out-patient services and cover a wide range of
testing and screening facilities.
Nawaloka Laboratories offers routine test such as blood sugar, lipid profiles and more
complex tests associated with dengue, liver, renal function, nuclear medicine, H.I.V. and
Hepatitis B as in order to diagnose different ailments proper diagnosis is vital to the
Clinicians.
Taking into consideration the high degree of accuracy and greater efficiency required
when offering investigative medical services, the Nawaloka Hospital frequently
upgrades its diagnostic facilities to the next generation of medical equipment.
In terms of the future, the Nawaloka Hospital will continue to upgrade its diagnostic
technology to keep up with the very best of global developments in the field of medicine.
Patients will be given the opportunity to reap the benefits of advancements in every
area of diagnostics in the coming years, with the hospital’s immediate plans
encompassing the upgrading of testing methods related to laboratory investigation,
biochemistry, genetics, molecular biology and drug assays testing amongst other
competitors.

4. Nawaloka MetropolislaboratoryService
Nawaloka Metropolis laboratory is a joint venture between Nawaloka Hospitals PLC and
Metropolis Health Services, Mumbai, India.
Metropolis is a multinational chain of referral laboratories. Nawaloka Metropolis
Laboratories, using cutting edge technology and systems with software and hardware
calibrated constantly and in keeping with international standards keeps laboratory
reports virtually error free. Nawaloka Metropolis Laboratory reports are trusted
internationally. And continually developing R&D for provides good services to customer
using latest technology.
Today Nawaloka Metropolis also provide Molecular Biology and Genetics Research
Laboratory service in Sri Lanka.
Metropolis has been officially recognized from health professional organization CAP
(College of American Pathologists)
Quantitative real-time PCR (QPCR) is a method of quantifying the amount of a specific
DNA present in a sample.
Samples can be blood, tissue or cells collected.
The target DNA can be of viral, bacterial or host origin and present at high or low levels.
There is the dramatic reduction in the potential for false positive results due to closed
tube system used in Smart Cycler ii QPCR.
The diseases like HIV, Hepatitis, Dengue can be detected by this technique in the early
phase of infections thereby saving valuable lives and cost of hospitalization for patients.

5. In molecular biology testing laboratories use two different types of testing reagent kits,
fully locally produced which drastically reduces the cost and branded kits from reputed
manufacturers have premium prices with guaranteed kits.
Nawaloka Metropolis is proud to do extremely well in the field of Genetics and Molecular
diagnostic with competitive pricing with the state of the art diagnostic evaluation
ensuring fast turnaround time.
Within the past six years, Nawaloka Metropolis Laboratories have upgraded their
Internal and External quality control procedures.
01.1.ServiceQualityof Nawaloka Diagnostic Laboratoryservice
Customer satisfaction
Customer satisfaction is a strategic goal of the organization, including service
organizations. Various factors influence customer satisfaction-both external and
 Tangibility.
 Reliability
 Responsiveness
 Assurance
 Empathy

6. internal. Response, assurance, tangibility, empathy and reliability are the five
dimensions of service quality.
01.2 Tangibility of Nawaloka laboratory service
 Maintain standardize report format
 Clear and durable material use for report printing
 Include reference rage to easy to understand
 Use new technology
 Use world best equipment for provide best service to customer

01.3 Reliability of Nawaloka laboratory service.
 The front desk employee accurately verified the customer request or flowing
doctor’s prescription correctly.
 The time to take sample which need for diagnostic illness
 Well trained employee
 On time report delivery system

01.4 Assurance of Nawaloka laboratory service.(Credibility/Security/Competence)
 Knowledge of the employee relevant to their job
 Ability to convey trust and confidence
 Technology which use for generating reports
 Supervision and acceptable
 Use hygienic equipment for risk free operations

7. 01.5 Empathyof Nawaloka laboratory service (Access/Communication/Understand the
customer)
 Care and safety with in the period
 Personal attention
 Complaint handling
 Educating customer about the service and how to use

02.1Activitiesplan of diagnosesystemin NalalokaHospital
OPD Patent Indoor Patent EmergencyPatent
RegistrationandPayment
Sample Collecting
Testing& Sample Analysis
QualityControl &Result
Reporting
Impression(Report
Printing)
Lab
Management
System

8. 03. Issues of Service quality
3.1 Issueson RegistrationandPayment step
Notcolletingsampleswithoutregistrationandpayment there foremergencypatientalsoflow thisstep
it’sharmful forpatient.
Registrationerrorswill affectfinal report(NameandAge errors)
3.2 IssuesonSample collecting step
Patientnotflowthe guideline
The employernotwell trained
Notcollectsufficientsample capacities
3.3 IssuesonTesting &Sample Analysis
Technical issuesoccur
The sample notin goodcondition(effectof deliveryandclimate issues)
3.4 IssuesonQuality Control & Result Reporting
Notconductedsame relevantsteps
3.5 IssuesonImpression (Report Printing)
Printingerrors andmistakes

9. 3.6 IssuesonLabManagement System
Software errorsandknowledge of people whooperate the system
Recommendationsof upgradeServicequality
Developnew online reportingsystemformore convenience topatientanddoctors
Registrationandpaymentstepnotallowedforemergencypatient
Appointeducatedpeople forfrontline operations
DevelopSMSReportingservice
Educatingpatientaboutservice anditsimplementations