A MAJOR PROJECT REPORT

ON

Satisfaction of customer with services of Apollo

Submitted toJiwaji University Gwalior For the partial fulfillment of the award of Master of Business Administration (2 !2"2 !#$ %u&mitted &'" (arun )upta

PRE%T*+E *N%T*T,TE OF MANA+EMENT- +.A/*OR (M0P$

Airport Road- Near 1een 1a'al Na)ar- +walior"#2# 2 Email3 info4presti)e)wl0or)5

1EC/ARAT*ON
This is declare that the project Report entitled Satisfaction of customer with services of

ApolloGwalior has been accomplished by (arun )upta and being submitted partial
fulfillment of requirement for the award of the degree of !aster of "usiness #dministration$ from Presti)e *nstitute of Mana)ement- +walior affiliates to Jiwa6i ,ni7ersit'- +walior0 This wor% has not been submitted by us anywhere else for the award of any degree or diploma& #ll sources of information and help have been mentioned and ac%nowledged&

'ate( *lace(-Gwalior

)arun gupta !&"&#& +nd sem& Roll-,o-

CERT*F*CATE

This is to certify that (arun )upta students of !"# +,' semester- Presti)e *nstitute of Mana)ement have successfully completed her project report entitled 8Satisfaction of customer with services of Apollo .or the partial fulfillment of requirement for the award of the degree of !aster of "usiness #dministration& /e had made her report under my guidance and supervision with utmost sincerity 0 loyalty&

Signature11&&&&&&&&&&&&& 2.aculty Guide3

AC9NO./E1+EMENT

4e are e5tremely grateful and remain indebted to our guide Mr0 Puneet %harma (Bran:h Mana)er of Apollo$ for giving me opportunity to wor% under his guidance on project report on %atisfa:tion of :ustomer with ser7i:es of Apollo; & 6 am grateful to him for giving me the valuable time 0 suggestion in the e5ecution of project wor%& 6 also than% all the staff of #pollo Gleneagles 7linic for ma%ing me feel comfortable to carry out the survey with their support and cooperation& 6 ta%e this opportunity to than% to all the patients and their relatives for their active cooperation and participation without which this survey would not have been possible& 6 also ac%nowledge 0 convey than%s to the Apollo Clini: for their %ind and valuable support&

(arun )upta M0B0A0 2nd %em0

TAB/E OF CONTENT

*NTRO1,CT*ON

*NTRO1,CT*ON 6 am very happy that 6 have been doing this project in #pollo clinic in Gwalior- this is a project done on topic Satisfaction of customer with services of Apollo <*%TOR= OF T<E OR+AN*>AT*ON

#pollo /ealth and 8ifestyle 8imited 2#/883- a wholly owned subsidiary of the #pollo /ospitals Group- is headquartered in /yderabad& 6t was founded in +99+ with the aim to bring healthcare of international standards within the reach of every individual&$ To achieve this#/88- is establishing a standardi:ed large networ% of The #pollo 7linics across the country with over ;9 clinics operational all over 6ndia& #s a part of the #pollo group<s objective to e5pand its operations- a number of similar clinics will be set up overseas as well&

The #pollo Group is uniquely positioned to continue to be the largest corporate player in the healthcare sector in South #sia&

The #pollo 7linic addresses the day-to-day healthcare needs of families- community- corporate houses and society and aim to turn first port of call for any healthcare needs& The clinic offers a complete range of services li%e - 7onsultation with specialists- the state of the art medical equipment to ensure accurate diagnostic reports- 4ell-stoc%ed +=-hour pharmacy& The ambience and environment of the clinics is non - hospital to ma%e the e5perience soother& #ll this with the e5perience- e5pertise- s%ills- warmth and care unique only to the #pollo /ospitals ma%e a visit to The #pollo 7linics a truly satisfying e5perience&

Organizational Structure (The Apollo Clinic)

Director

Center Manager

Marketing Manager
*R> 2*U"867 R?8#T6>, !#,#G?R3

Admin.Manager
#77>U,T#,T />US?@??*6,G ,URS6,G ST#..

Operation Manager
'>7T>RS 8#" ST#.. 7UST>!?R 7#R? ST#.. R#'6>8>GB ST#.. '?,T#8 U,6T */#R!#7B

S#8?S ?A?7UT6)?

S?7UR6TB 0 !#6,T?,#,7?

A&out Apollo +roup

# venture that started 0 ,urtured by 'r& *rathap 7 Reddy- the founder 7hairman of #pollo Group- until the point of inflection happened in C;DE& # young man succumbing to an ailing hear 6t was what it too% to ignite 'r& Reddy<s vision into a reality - a vision where quality healthcare was given- where the pursuit of clinical e5cellence was daily endeavor- 6ndia a hub in the medical tourism map and where the #pollo family touches and enriches lives every minuteevery day&

Today- with over DF99 beds across F9 hospitals- and a significant presence at every touch-point of the medical value chain- #pollo /ospitals is one of #siaGs largest healthcare groups& 7ommenced as a CF9 bed hospital- today the group has grown e5ponentially both in 6ndia and overseas& 6ts growth is often said to be synonymous with 6ndia emerging as a major hub in global healthcare&

#pollo Group is driven by a single thrust- to provide the best standards of patient care& 6t is this passion that has lead to the development of unique centers of e5cellence across medical disciplines- within the #pollo /ospitals networ%& #pollo /ospitals has J76 accreditations for H of its hospitals- the largest by any hospital group in the region&

True to its founding principles- the group has made quality healthcare accessible to the people of 6ndia- and even overseas& 6t has become an institution of trust- and a beacon of hope to so many searching for a cure for their ailments&

The legacy of touching and enriching lives stems from the pillars of the #pollo philosophy e5perience- e5cellence- e5pertise and research& 4e pride ourselves for constantly being on the cutting edge- and going the e5tra mile to stay relevant and revolutionary&

The #pollo Group is the pioneer of integrated healthcare delivery in 6ndia& This vision led the group to earmar% time and resources to strengthen each vital cog in the process of healthcare delivery& #s a result of these efforts- the group today is in a unique position to e5ponentially increase its healthcare cover& This will be critical in order to meet future requirements&

#pollo Group- today- is an integrated healthcare organi:ation with owned and managed hospitals- diagnostic clinics- dispensing pharmacies and consultancy services& 6n addition- the groupGs service offerings include healthcare at the patientGs doorstep- clinical 0 diagnostic services- medical business process outsourcing- third party administration services and health insurance& To enhance performance and service to customers- the company also ma%es available the services to support business- telemedicine services- education- training programs 0 research services and a host of other non-profit projects&

*N1,%TR= PROF*/E

# hospital is an institute for healthcare providing care treatment by speciali:ed staff and equipment and often but not always providing for longer term patient stays& Today- hospitals are usually funded by the state- health organi:ations including direct charitable donations& 6n history- however- they were often founded and funded by religious orders or charitable individuals and leaders& Similarly- modern-day hospitals are largely staffed by professional physicians- surgeons and nurses- whereas in history- this wor% was usually done by the founding religious orders or by volunteers&

<*%TOR=

# physician visiting the sic% in a hospital & German engraving from CID+& 6n ancient culturesreligion and medicine were lin%ed& The earliest %nown institutions aiming to provide cure were ?gyptian temples& Gree% temples dedicated to the healer-god #sclepius might admit the sic%who would wait for guidance from the god in a dream& The Romans adopted his worship& Under his Roman name escalupius- he was provided with a temple 2+;C "73 on an island in the Tiber in Rome- where similar rites were performed&

An:ient Asia
The Sinhalese 2Sri 8an%an3 are perhaps responsible for introducing the concept of dedicated hospitals to the world& #ccording to the !ahavamsa the ancient chronicle of Sinhalese royalty

written in the Ith century #&'&- @ing *andu%abhaya 2=th century "73 had lying homes and hospitals 2Sivi%asotthi-Sala3 built in various parts of the country& This is the earliest documentary evidence we have of institutions specifically dedicated to the care of the sic% anywhere in the world&!ihintale /ospital is perhaps the oldest in the world& 6nstitutions created specifically to care for the ill also appeared early in 6ndia& @ing #to%a is said to have founded at least CD hospitals ca& +E9 "7- with physicians and nursing staff- the e5pense being borne by the royal treasury& /owever- there are historians who strictly dispute the claim that #sho%a builtany hospitals at all- and argue that it is based on a mistranslation- with references to <rest houses< being mista%en for hospitals& The error is thought to have occurred because similar edicts and records tal% of #sho%a importing medicinal supplies&

*nfrastru:ture
The surgical- special procedures- radiological- intensive care unit- and patient rooms typically have medical gases- emergency and normal electrical powerJ and heating- air conditioning and ventilation systems&

Ele:tri:al
The reliability of the electrical power systems that serve a hospital is important& 6n order to provide higher electrical reliability- the ,ational 6nstitutes of /ealth- ,6/- requires that all secondary substationsK F99 %)# at their "ethesda-!' campus be the spot networ% type& The spot networ% substations cost more than other arrangements&

*nformation
*neumatic tube conveying systems are often used to move the actual paper prescriptions for medicines to the *harmacies- and to move medicines- especially intra-venous- 6)- bags to the patient care rooms& Tissue sample scan be sent to the 8aboratory& !edical notes can be transcribed- printed- and then transported via a *neumatic Tube 7onveying system& #s measured by the weight of the item be transferred- the CF cm 2I$3 diameter tube systems have about ++FL of the lifting and moving capacity of a C9 cm 2=$3 system& 4hen the seals are new- the C9 cm tube carriers will move a C %g 2+M pounds3 6) bag& "ut when the seals on the tube carriers are worn- the tubes can stop moving in the piping- and require a trainedtechnician to recover the tube carrier& !odern hospitals have information infrastructure such as secured patient information system and

*#7S&

&Et'molo)'
'uring the middle #ges the hospital could serve other functions- such as almshouse for the poorhostel for pilgrims- or hospital school& The name comes from 8atin hospes 2host3- which is also the root for the ?nglish words hotel and hospitality& The modern word hotel derives from the .rench word hostel- which featured a silent s- which was eventually removed from the word 2The circumfle5 on modern .rench hotel hints at the vanished s3& Grammar of the word differs slightly depending on the dialect& 6n the U&S&- /ospitality usually requires an articleJ in "ritain and elsewhere- the word is normally used without an article when it is the object of a preposition referring to a patient in 7anada both usage are found& The word is also similar to Sans%rit word N6spitalN and German NSpital&N

APO//O +RO,P BRAN1%3"

#pollo 7linics #pollo Telemedicine ,etwor%ing .oundation 0 #pollo Tele/ealth Services #pollo !unich /ealth 6nsurance #pollo /ealth street !ed )arsity #pollo /ospitals ?ducation 0 Research .oundation #pollo *harmacy The 7radle #pollo 8ife

.<AT *% BRAN1 *MA+E? "rand 6mage includes the totality of consumers< opinions about- e5periences with- and attitudes toward a company or organi:ation and their brand as compared with that of competitors& !ar%et Street Research of ten measures a company<s brand image by as%ing consumers- decision-

ma%ers- or %ey mar%ets to rate the company and its competitors on factors they consider important- such as( >verall reputation Ouality and appeal of products or services 7onvenience 2location- hours- etc&3 Sales and mar%eting effectiveness 7ustomer service 'elivery Timeliness 7osts Resolution of problems and complaints