1.(a) According to Maister’s First law the level of service perceived is below than the expected level, the service is failed and Mrs. F mentioned in the letter to the Dr X that she will not bring her family to him due to the poor service by the Drs X staff, shows the service is bad. According to the second law, first interaction with the service always play an important role in rest of the perceivable service experience. In this case study Mrs F is not acknowledged by the receptionist when she entered, which made an unfavourable impression on the service in the beginning. (Maister)
1.(b) Good features- Attractive artwork, Good ventilated room, Fresh trailing plants and comfortable waiting room with good ambiance.
Shortcomings- Receptionist did not acknowledge when Mrs F is walking in, Shows the rude attitude of receptionist, 2 Patients who arrived after Mrs F are summoned first by SP2. More waiting time (2.5 hours), Past medical history was not gathered and rude behaviour of staff.
1.(c) According to me Mrs. F was typically like other people waiting for service, done what most people will do at that situation (unreasonable long waiting time). Mrs. F was atypical under 2 ways, firstly, she has more patience than others as she waited for more time than a typical person would do. Secondly, most people will not let the doctor …show more content…
We can say that the deviation is much less in the moving average forecasting model when compared to the Exponential smoothing for casting model. Lesser the value of deviation more accurate the forecasting. With reference to the above table, I would like to go with moving average method for a better forecasting the patient demand,
1.(b) Good features- Attractive artwork, Good ventilated room, Fresh trailing plants and comfortable waiting room with good ambiance.
Shortcomings- Receptionist did not acknowledge when Mrs F is walking in, Shows the rude attitude of receptionist, 2 Patients who arrived after Mrs F are summoned first by SP2. More waiting time (2.5 hours), Past medical history was not gathered and rude behaviour of staff.
1.(c) According to me Mrs. F was typically like other people waiting for service, done what most people will do at that situation (unreasonable long waiting time). Mrs. F was atypical under 2 ways, firstly, she has more patience than others as she waited for more time than a typical person would do. Secondly, most people will not let the doctor …show more content…
We can say that the deviation is much less in the moving average forecasting model when compared to the Exponential smoothing for casting model. Lesser the value of deviation more accurate the forecasting. With reference to the above table, I would like to go with moving average method for a better forecasting the patient demand,