Case Study 2: Memorial Hospital- A Measurement of Service Quality BUS 644 Operations Management

The case study in question raises several questions about the measurement, cost, and implementation of quality service in Memorial Hospital. According to the study, Memorial Hospital is a privately owned 600-bed facility that provides a wide range of health care services including complete laboratory and X-ray facilities, an emergency room, an intensive care unit, a cardiac unit, and a psychiatric ward (Vonderembse & White, 2013). Instead of competing with General Hospital, a larger hospital a few miles away offering specialized services, Memorial Hospital focuses on patient-oriented care. To stress the close personal attention to each patient, the hospital has placed ads in...