Jaclyn Feder Christi Louis Jennifer Muckley Seena Sherman Jennifer Zupnick

1. Manor Memorial Hospital DHC Jaclyn Feder Christi Louis Jennifer Muckley Seena Sherman Jennifer Zupnick March 3, 2004

2. The Problem How can the Downtown Health Clinic (DHC) improve their current operations in order to effectively compete against the introduction of a potentially new clinic five miles north of their current location?

3. Alternative #1 Maintaining status quo Total Market Potential: 11795 visits Anticipated 2001 Visits: 4313 Anticipated 2001 Capture Rate: 36.6% Net Loss: ($230,416.61) Problems: Customer Satisfaction Unaddressed Benefits: Easy

4. Alternative #2 Adding gynecological services • 50% of surveyed women patients suggested adding gynecological services Net Loss: ($48,015.60) Problems: Increased Costs Benefits: Increased Retention Rates Increased Female Customer Satisfaction Word of Mouth Advertising

5. Alternative #3 Adding a physician, extending hours • 30% of surveyed patients suggested extending hours to 7am- 7pm. • Break Even Market Share: 49.4% • Net Loss: ($445,578.98) • Problems: Market Share • Additional Costs • Benefits: Decreased Lunch Congestion • Decreased Wait Times

6. Alternative #4 Adding a physician, extending hours, adding gynecological services • Net Loss: ($295,818.98) • Problems: Limited Facility Capacity • High Cost • Benefits: Increased Customer Satisfaction • Competitive Advantage

7. Our Recommendation • Add gynecological services only • Advertising in downtown newspaper

8. Implementation • Hire part-time gynecologist • - Extensive background checks • Implement weekly advertising program • Physically prepare for increased patients and services

9. Thank You & Any Questions March 3, 2004