Exam 8: Value-Adding Service Delivery Strategies

When the requirements of the strategy match the current pre-service strengths and needs of the customers, then strategic managers should focus on maintaining those strengths, giving particular attention to those areas that have created competitive advantage.

Which of the following terms is defined as "the process of identifying recognizable groups that make up the market and then selecting a group as the target market?"

Which of the following is central to developing pre- service strategies?

The human resources unit of a health care organization is generally considered to be engaged in value-adding service activities.

Specifying point-of-service configurations and processes is NOT one of the activities specified by service delivery strategies.

Segmentation is the process of identifying recognizable groups that make up the market and then selecting a group as the target market.

Pre-service pricing decisions concentrate on the services offered, the ability of the consumer to pay, and the cost to deliver the service.

Health care marketing is simplified by the need to focus on a single class of customer - health care consumers (patients).

Based on the results of the comparison of the current situation and what strategic managers want the organization to be, value chain components may need to be maintained or changed to carry out the strategy.

Marketing research is NOT a pre-service activity.

The process of developing value- adding strategies involves which of these comparisons?

The value chain consists of value-adding service delivery strategies that are primarily operations (clinical) and marketing oriented as well as value-adding support strategies that include organizational culture, organizational structure, and strategic resources.

Discuss the difficulty in pricing health care.

What is the basis for determining price by health care organizations?

Pre-service strategies attempt to identify the specific target market and define the services to be offered.

An attractive location for a health care provider offers convenient proximity to patients' homes and work.

Pre-service entails the planning and activities that enable the organization to determine its customers and the services that will be offered to them as they enter the system.

Which of the following is NOT what a brand represents?

Discuss the importance of point- of-service activities as an element of value-adding strategies.

Physicians are a minor target for marketing efforts because they recommend other health care providers for their patients.