Question 1

The value chain consists of value-adding service delivery strategies that are primarily operations (clinical) and marketing oriented as well as value-adding support strategies that include organizational culture, organizational structure, and strategic resources.

Accepted Answer

The statement describes the components of the value chain accurately.

Question 2

Discuss the importance of point- of-service activities as an element of value-adding strategies.

Accepted Answer

Point-of-service is a transformational process that incorporates an organization's resources - human and non-human, competencies, and capabilities: its assets - into value-added service delivery. Health care was a cottage industry for centuries. Specialization, cost pressures, and the actual work being done have taken health care from being totally customized for the individual patient in his or her home to an attempt to treat patients more similarly so as to develop economies of scale. Placing people in hospitals, outcomes measures, formularies, and so on, focus on treating patients more alike - the industrialization of health care. Most Americans and their physicians do not like it. The best services delivery differs for each organization depending on the strategies determined during strategy formulation.

Question 3

An attractive location for a health care provider offers convenient proximity to patients' homes and work.

Accepted Answer

Being conveniently located close to patients' homes and places of work can make a health care provider more accessible and convenient, which is an attractive feature for patients.

Question 4

What are the value- adding service delivery strategies?
A)Organizational structure, organizational culture, and strategic resources.
B)Pre-service, point-of-service, and after-service.
C)Cost leadership, differentiation, and focus.
D)Merger, acquisition, and internal investment.

Accepted Answer

Pre-service, point-of-service, and after-service are the three value-adding service delivery strategies. Pre-service strategy involves activities before the customer receives the core service, such as providing information and making appointments. Point-of-service strategy focuses on delivering high-quality service during the customer interaction. After-service strategy involves activities after the core service is delivered, such as sending follow-up messages and seeking feedback. These strategies enhance customer satisfaction and loyalty, leading to increased revenue and profits for the organization. Organizational structure, culture, resources, cost leadership, differentiation, focus, merger, acquisition, and internal investment are not direct service delivery strategies.

Question 5

The process of developing value- adding strategies involves which of these comparisons?
A)Compare strategy requirements with internal analysis.
B)Comparison of directional strategies with competitive strategies.
C)Comparison of organizational culture with organizational structure.
D)Comparison of adaptive strategies with market entry strategies.

Accepted Answer

The process of developing value-adding strategies involves comparing the strategy requirements with the internal analysis of the organization. This helps in identifying the strengths and weaknesses of the organization, and develop strategies that build on the strengths and address the weaknesses. The other options (B, C, D) are not relevant to the process of developing value-adding strategies.

Question 6

Describe what a brand represents for an organization and why branding is important to service organizations.

Accepted Answer

The answer of Describe what a brand represents for an...

Question 7

Discuss the difficulty in pricing health care.

Accepted Answer

The answer of Discuss the difficulty in pricing health care....

Question 8

Discuss the translational qualities of value- adding strategies.

Accepted Answer

The answer of Discuss the translational qualities of value- adding...

Question 9

Pre-service pricing decisions concentrate on the services offered, the ability of the consumer to pay, and the cost to deliver the service.

Accepted Answer

Pre-service pricing decisions involve considering the nature of the services provided, the target market's affordability, and the cost of delivering the service.

Question 10

Which of the following statements is TRUE of change in value-adding strategies?
A)Change in value-adding strategies is the easiest element of strategy implementation.
B)The pace of change in an organization cannot be influenced by management and leadership.
C)Successful change in the value-adding strategies requires leaders to establish a sense of urgency for change and to clearly articulate the connections between the new ways of doing things and success of the selected strategies.
D)Change in value-adding strategies is independent of value-adding support strategies.

Accepted Answer

Successful change in value-adding strategies requires leaders to establish a sense of urgency for change and to clearly articulate the connections between the new ways of doing things and success of the selected strategies. This suggests that change in value-adding strategies is not easy to implement and requires effective leadership. Option A is incorrect. Option B is incorrect because the pace of change can be influenced by effective management and leadership. Option D is incorrect as value-adding support strategies are interconnected with value-adding strategies.

Question 11

Promotion includes: advertising; public relations events (baby birthday parties, health fairs, cancer survivor celebrations, and so on); personal
selling; sales promotion (contests, participation in trade shows, and so on); and customer information gathering (surveys, data mining, and so on).

Accepted Answer

The answer of Promotion includes: advertising; public relations events (baby...

Question 12

A brand represents three things: what an organization offers to the market, what an organization does, and what an organization is.

Accepted Answer

This statement is true. A brand encompasses not only the products or services offered by a company but also the actions and values of the organization itself.

Question 13

Which of the following terms is defined as "the process of identifying recognizable groups that make up the market and then selecting a group as the target market?"
A)Market segregation.
B)Market aggregation.
C)Market research.
D)Segmentation.

Accepted Answer

Segmentation is the process of identifying recognizable groups (or segments) within the market and then selecting one or more segments as the target market. Market segregation and market aggregation are not commonly used marketing terms, and while market research is important in the segmentation process, it is not the same as segmentation itself.

Question 14

In terms of ends/means relationships, which of the following statements are true?
A)Action plans are the ends to the means of developing value-adding strategies.
B)Value-adding strategies are the means for accomplishing the ends of directional, adaptive, market entry, and competitive strategies.
C)Support strategies are the ends for the means of value-adding strategies.
D)None of the above statements is true.

Accepted Answer

This statement correctly portrays the relationship between value-adding strategies and other types of strategies, with value-adding strategies being the means to accomplish the ends of directional, adaptive, market entry, and competitive strategies. The other statements are incorrect. A is incorrect because action plans are the means to accomplish value-adding strategies, not the other way around. C is incorrect because support strategies are also means, not ends.

Question 15

Insignificant branding activity in health care has focused on the abstract concepts of promoting and creating identities for health care organizations.

Accepted Answer

Branding in healthcare has significantly focused on both abstract concepts, such as promoting and creating identities for healthcare organizations, and tangible aspects, such as patient care quality, services offered, and the overall patient experience.

Question 16

How does clinical process improvement (CPI) differ from continuous quality improvement (CQI)?
A)CPI and CQI do not differ, they are identical concepts.
B)CQI focuses on improving existing clinical processes for performance improvement while CPI is a contextual and critical appraisal of current clinical processes to identify opportunities for more effectively providing care.
C)CQI focuses on operational efficiency and achieving the lowest possible cost while CPI does not consider cost.
D)CPI focuses on the innovation of ideas, tools, and systems; CQI is a based solely on statistical analysis.

Accepted Answer

While both CPI and CQI focus on improving clinical processes, CPI goes a step further by critically appraising current processes to identify opportunities for more effective care delivery. CQI, on the other hand, focuses on improving existing processes for performance improvement. Additionally, CQI may also focus on operational efficiency and cost reduction, while CPI does not necessarily consider cost. Therefore, Choice B is the best answer. The other choices are incorrect because they do not accurately describe the differences between CPI and CQI.

Question 17

Which of the following are after- service activities?
A)Clinical and marketing follow-up.
B)Billing.
C)Follow-on activities.
D)All of the above.

Accepted Answer

After-service activities involve activities that are carried out after a sale has been made, such as clinical and marketing follow-up to ensure customer satisfaction, billing to ensure timely payment, and follow-on activities to retain customers and encourage repeat business. All of the options listed above fall under the category of after-service activities.

Question 18

What is the basis for determining price by health care organizations?
A)The best formulas for determining price involve setting price on the highest possible margin above cost.
B)The novelty of the product or service is the best basis for establishing price.
C)A health care organization determines a price based on the services offered, the ability of the consumer to pay, and the cost to deliver the service.
D)Cost leadership that generates low prices relative to competitors is always the best basis for pricing in health care.

Accepted Answer

Health care organizations determine a price based on the services offered, the ability of the consumer to pay, and the cost to deliver the service. This approach takes into account the organization's financial sustainability and the affordability of services for patients, making it the most appropriate method for pricing in the healthcare industry. A and B are incorrect because they prioritize profit-making and novelty over patient affordability and access. D is incorrect because cost leadership should not compromise quality of care.

Question 19

Which of the following is NOT what a brand represents?
A)How an organization is structured.
B)What an organization offers to the market.
C)What an organization does.
D)What an organization is.

Accepted Answer

A brand represents what an organization offers to the market, what it does, and what it is, but it does not necessarily represent how the organization is structured.

Question 20

Which of the following is central to developing pre- service strategies?
A)Leadership.
B)Finance.
C)Marketing.
D)Capital structure.

Accepted Answer

The answer of Which of the following is central to...

Quiz 8: Value-Adding Service Delivery Strategies

The value chain consists of value-adding service delivery strategies that are primarily operations (clinical) and marketing oriented as well as value-adding support strategies that include organizational culture, organizational structure, and strategic resources.

Discuss the importance of point- of-service activities as an element of value-adding strategies.

An attractive location for a health care provider offers convenient proximity to patients' homes and work.

What are the value- adding service delivery strategies?

The process of developing value- adding strategies involves which of these comparisons?

Describe what a brand represents for an organization and why branding is important to service organizations.

Discuss the difficulty in pricing health care.

Discuss the translational qualities of value- adding strategies.

Pre-service pricing decisions concentrate on the services offered, the ability of the consumer to pay, and the cost to deliver the service.

Which of the following statements is TRUE of change in value-adding strategies?

Promotion includes: advertising; public relations events (baby birthday parties, health fairs, cancer survivor celebrations, and so on); personal selling; sales promotion (contests, participation in trade shows, and so on); and customer information gathering (surveys, data mining, and so on).

A brand represents three things: what an organization offers to the market, what an organization does, and what an organization is.

Which of the following terms is defined as "the process of identifying recognizable groups that make up the market and then selecting a group as the target market?"

In terms of ends/means relationships, which of the following statements are true?

Insignificant branding activity in health care has focused on the abstract concepts of promoting and creating identities for health care organizations.

How does clinical process improvement (CPI) differ from continuous quality improvement (CQI) ?

Which of the following are after- service activities?

What is the basis for determining price by health care organizations?

Which of the following is NOT what a brand represents?

Which of the following is central to developing pre- service strategies?