Improving the quality of service : case company: International SOS Vietnam
Nguyen, Dung (2010)
Nguyen, Dung
Lahden ammattikorkeakoulu
2010
Creative Commons Attribution-NonCommercial-NoDerivs 1.0 Finland
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201002092053
https://urn.fi/URN:NBN:fi:amk-201002092053
Tiivistelmä
Healthcare service is a very promising industry for investors in Viet Nam in recent years due to the potential size of the market yet there are only few players. Although there are many factors that can contribute to the domination of one company, the quality of providing services is still being considered as the primary element in which its characteristic is defined by specific business domain.
The thesis is conducted as a case study of medical assistance company: International SOS Vietnam. Making a contribution to study the quality problem of I-SOS Vietnam, the thesis focuses on the core products of I-SOS namely medical evacuation and repatriation. The purpose is to identify the most common quality problems and their principal causes. Accordingly, valuable recommendations shall be given in order to improve the quality of deliveried service.
The study is performed based on qualitative approach by analyzing historical data and direct observations. The primary data is collected from historical cases in 6 months from January 2008 to June 2008. The secondary data is collected from corporate procedures, books, newspapers and magazines, and internet sources.
The empirical part consists of the description of I-SOS current situation, the application of Pareto analysis and Cause and Effect diagram in analyzing company’s data. Eight main defects causing the decline in quality of service are found by using Pareto analysis. Next, the main reasons behind those defects have been traced down by using Fish Bone diagram tool. Those main reasons are later on, grouped into different main categories in order to propose valuable recommendations.
To conclude, implications of the findings and recommendations are given. To improve the quality of service, I-SOS Viet Nam has to emphasize on providing continuous training not only for CSEs, but also for third parties and Marketing employees. Besides, company procedures should be re-edited to be more transparent and appealing. Last but not least, improving the integration with third parties is considered to be the most important factor to improve the quality of service.
The thesis is conducted as a case study of medical assistance company: International SOS Vietnam. Making a contribution to study the quality problem of I-SOS Vietnam, the thesis focuses on the core products of I-SOS namely medical evacuation and repatriation. The purpose is to identify the most common quality problems and their principal causes. Accordingly, valuable recommendations shall be given in order to improve the quality of deliveried service.
The study is performed based on qualitative approach by analyzing historical data and direct observations. The primary data is collected from historical cases in 6 months from January 2008 to June 2008. The secondary data is collected from corporate procedures, books, newspapers and magazines, and internet sources.
The empirical part consists of the description of I-SOS current situation, the application of Pareto analysis and Cause and Effect diagram in analyzing company’s data. Eight main defects causing the decline in quality of service are found by using Pareto analysis. Next, the main reasons behind those defects have been traced down by using Fish Bone diagram tool. Those main reasons are later on, grouped into different main categories in order to propose valuable recommendations.
To conclude, implications of the findings and recommendations are given. To improve the quality of service, I-SOS Viet Nam has to emphasize on providing continuous training not only for CSEs, but also for third parties and Marketing employees. Besides, company procedures should be re-edited to be more transparent and appealing. Last but not least, improving the integration with third parties is considered to be the most important factor to improve the quality of service.