Few days back my friend, Debu and I visited a famous heart hospital called Rabindranath Tagore Heart Research Institute in Kolkata named after the famous poet.
It was founded by Dr. Devi Shetty, a famous heart surgeon. Its team of doctors were top grade specialists. People trusted them for their skills and diagnosis. Even patients from the neighboring countries of Bangladesh, Nepal, Bhutan & Pakistan flocked to the place patiently milling around to have themselves treated.
Started in the year 2000 it has acquired a formidable reputation. In little over a decade the place had an overcrowded look. With the ever-increasing stress of handling the ‘swelling crowd’ the smiles on their employees faces were turning into perceptible unwelcome frowns.
Big photo posters were displayed all around proudly showing their team of competent doctors loudly proclaiming the enviable number of successful operations and other procedures they carried out. It was a service replica of Ford’s Model T. The founder Dr Shetty prided himself for having applied that model so well in service of the people. A well-known national daily covered an interview with Dr. Shetty about his dedicated application of Model T in service industry.
Soon we were discussing with the chief administrator about their operations. He looked a bit worried. Other heart hospitals were coming up in the locality. Some of their patients were switching to their competitors. Many of their loyal patients stopped turning up. Some of their good doctors were leaving them. Profits were going down. And they wanted to boost their profits by opening similar facilities in other towns and nearby states. He wanted to know how we may help him keep their heads high and profits up.
It is at this point I asked, “Where are your research facilities?”
“Well, to be honest we dont have one”, he replied.
“But the name of your facility proclaims that so boldly”, I shot back with curiosity.
He looked blank, unsure of his response.
“Well that might just be the thing that you need to keep your heads high and profits up”, I quipped.
I think, one may choose to find out about anything. Whatever they find out would help them restrategize their business.
What is going wrong? How do they strategize? What else can they do? Any clue?