Strategy
Service Quality Improvement for a Regional Hospital Chain
Overview
What this challenge is about.
Your task is to conduct a gap analysis using SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, tangibles) based on patient survey data (provided). Identify the largest gaps and propose specific process improvements (e.g., triage redesign, staff training, digital check-in). Success means a plan that reduces average ED wait time by 20% and improves satisfaction scores by 10 points. Constraints: no additional budget for new facilities; focus on process and training. Deliverables include a SERVQUAL gap analysis, a process improvement plan, and a monitoring dashboard design.
The Brief
What you'll do, and what you'll demonstrate.
Patient satisfaction is declining due to long ED wait times and perceived poor service quality, requiring a systematic improvement program.
Earning criteria — what you'll demonstrate
- Apply SERVQUAL model to measure service quality gaps
- Design process improvements to address quality deficiencies
- Develop implementation plans for service operations changes
- Create performance dashboards for ongoing monitoring
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
Careers
Roles this prepares you for.
Real titles. Real skill bridges. Pick the one closest to your trajectory.
Career mappings coming soon.