tailieunhanh - Bài giảng Tư duy hệ thống về quản lý y tế

Bài giảng trình bày tư duy hệ thống về quản lý y tế thông qua các kinh nghiệm quốc tế về quản lý bệnh viện cũng như một số giải pháp nâng cao chất lượng của bệnh viện. bài giảng để nắm chi tiết nội dung của kiến thức. | Bài giảng Tư duy hệ thống về quản lý y tế TƯ DUY HỆ THỐNG VỀ QUẢN LÝ Y TẾ Dimitry Tran, CFA, MBA Trần Đặng Minh Trí TRƯỜNG THPT CHUYÊN LÊ HỒNG PHONG Áp Lực Cải Tiến Kinh Nghiệm Cải Tiến Quốc Tế Business Horizons (2007) 50, 199–209 Building a strong services brand: Lessons from Mayo Clinic Leonard L. Berry a,⁎, Kent D. Seltman b a Mays Business School, Texas A & M University, 4112 TAMU, College Station, TX 77843–4112, USA b Mayo Clinic, 200 First Street SW, Rochester, MN 55905, USA KEYWORDS Abstract A strong services brand is built and sustained primarily by customers’ Services branding; interactions with the provider. A services branding model depicts the dynamics of Services marketing; brand creation. From the interrelationships among the presented brand, external Word-of-mouth communications, and customers’ experiences emerge brand awareness, meaning, marketing; and, ultimately, equity. The Mayo Clinic case study illustrates the services branding Brand protection; model by showing how one organization has created, extended, and protected a Mayo Clinic powerful brand through an unwavering commitment to the well-being of its customers. Managers outside of healthcare can benefit from three branding lessons embedded in the Mayo Clinic story: (1) attend to organizational values; (2) play defense, not just offense; and (3) turn customers into marketers. © 2007 Kelley School of Business, Indiana University. All rights reserved. 1. Mayo Clinic: A brand to behold a follow-up question asking for “other institutions” they would consider. Preference for Mayo Clinic is Mayo Clinic has developed one of the most powerful almost three times greater than for the second- services brands in the world and, arguably, the ranked institution (Mayo Clinic Brand Monitor, leading healthcare brand in the United States. In a 2003). 2003 national study, primary decision-makers