Term
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Definition
| follow up on clinical, marketing and billing after the patient leaves. |
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Term
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Definition
| health care organizations ability to deploy resources and competencies, usually in combination to produce desired services |
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Term
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Definition
knowledge and skill based and therefore inherently human and may be a powerful source of sustained competitive advantage
- can be socially complex and require large numbers of people engaged in coordinated activities |
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Term
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Definition
developing a distinctiveness that competitors do not have and cannot easily imitate
- created within the organization in the form of strengths that are important in the external environment |
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Term
| competitively relevant strength |
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Definition
| those that are valued in the marketplace, are rare, are difficult to imitate and can be sustained |
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Term
| competitively relevant weakness |
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Definition
| relate to areas that are valued in the marketplace, are not common weaknesses attributed to competitors, are difficult for the organization to correct and offer advantages that can be sustained by others |
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Term
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Definition
| clinical operations: quality and process innovation, marketing and patient satisfaction once the patient arrives |
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Term
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Definition
market research, target market, services offered/branding, prices, distribution/logistics, promotion
- creating value before the patient steps through the door |
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Term
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Definition
stocks of non human factors that are available for use in producing good and services
- can be tangible (land, labor, capital) or intangible (intellect, reputation, goodwill) |
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Term
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Definition
argues that valuable, expensive orr difficult to copy resources provide a key to sustainable competitive advantage
- based on the fact that resource bundles are unevenly distributed and allow organizations to compete |
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Term
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Definition
composed of three elements
1) pre service
2) point of service
3) after services
- these elements incorporate the production or creation of the service of health care and include primarily operational processes and marketing activities |
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Term
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Definition
| must have value, be rare, be difficult to imitate, and be sustainable in order to create competitive advantage |
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Term
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Definition
accomplished through resource leveraging (concentrating, accumulating, complementing, conserving, recovering resources) or systematically achieving th e most possible from the available resources
- enables smaller health care organizations that are less rich in resources to compete against larger managed care organizations |
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Term
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Definition
| employees with proper skills, up to date information systems, accessible parking, well maintained facilities, up to date diagnostic and treatment equipment will have a positive impact on the patient's experience |
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Term
| sustained competitive advantage |
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Definition
| result of an enduring value differential between the servies of one organization and that of its competitors in the minds of patients, physicians and so on |
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Term
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Definition
| amount of satisfaction received relative to the price paid for a health care service |
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Term
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Definition
| viewing an organization as a series of connected processes each of which can either add or reduce value |
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Term
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Definition
| serious competitive disadvantages if they have high value to patients and other stakeholders, are not possessed by competitors, cannot be easily eliminated or corrected and competitors can sustain their strengths |
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