a. elements of strategic service visions of Medical robotic service. (table 2.1) b. recommendation

TABLE 2.1 Elements of the Strategic Service Vision Source: Adapted and reprinted by permission of J. L. Hestett, W. E. Sasser, and L. A. Schlesinger, The Way vice Profit Chai (New York: The Pax Press, 1997 ). p. 9. Service Delivery System Operating Strategy Service Concept Target Market Segment . What are the important . What are important . How are the results stated . What are common delivery system features business features (i.e., in terms of the customer? characteristics of the Le., people, technology. operations, finance, . How is the system sup- target market? etc.)? marketing, organization) posed to be perceived . How can the target . What is the system . Where are effort and by the target markets market be segmented capacity? investments focused? (i.e., customers and [Le., demographic)? . How does the system . How will quality and cost employees)? . How important are vari- differentiate itself from be controlled? . How do customers ous segments and their competitors (i.e., quality, . What results will be perceive the service needs? price, convenience)? concept? expected versus . How well are these needs . Are barriers to entry competition? . What efforts are required being served fie., in what created? in terms of the manner manner and by whom)? the service is designed, delivered, and marketed