VALUE CREATION OF OUTPATIENT SERVICE IN HOSPITAL X
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Date
2020
Journal Title
Journal ISSN
Volume Title
Publisher
Solid State Technology Volume: 63 Issue: 3
Abstract
Hospital X is a type C hospital in the Administrative City of Cimahi, Bandung. The Results from
customer satisfaction assessment questionnaire showed a figure of 81.27 percent in October, 83.94 percent in
November and 86.62 percent in December, the figure have not achieved the company targets where the target of
patient satisfaction in the Hospital X is 90 percent or more. This study aims to analyze and explain: (1) The
Process Value Chain Outpatient Services in the Hospital X, (2) The Mapping of the Outpatient Services Value
Chain Process in the Hospital X, (3) the Strategy of the Hospital Xin handling the Increase in Patients Every
Year with Analysis Value Chain. The research method used is descriptive research method with analysis tools,
value chain analysis. The stages of this research value chain analysis process are pre-service, point of service,
and after-service supported by supporting activities and strategic resources. The results of the data analysis
prove that the competitive strength of the Hospital X is in its strategic geographical location, the registration
system uses a technological system, and the specialist doctors who work there are already known by many
patients. Whereas the weaknesses that need to be corrected are the organizational culture of the company and
evaluation after the service which has not been maximized. From these data conclusions can be drawn: (1) The
Value Chain Process Outpatient Services in the Hospital consists of Patients coming with or without Referral,
Registration, Waiting for Queues, Medical Examination, and Returning, (2) Mapping the Value Chain Process
is divided into Strength Analysis and Internal Weaknesses in each Value Chain Analysis Process, (3) The
strategy that needs to be applied by the Hospital X is a differentiation strategy.
Description
Keywords
Value Chain, Pre Service, Point of Service, After Service, Differentiation Strategy