SHAUKAT KHAANUM CASE STUDY
Shaukat Khanum Memorial Cancer Hospital and Research Centre (SKMCH&RC) is known to be one of the best available cancer hospitals located in Lahore, Punjab, Pakistan. Its main purpose is to provide special care to cancer patients who are not able to pay for the costly medical tests and treatments due to limited income. It is a project of the Shaukat Khanum Memorial Trust, which is a charitable organization established under the Societies Registration Act XXI of 1860 of Pakistan. The institution was formed by Imran Khan, former captain of the Pakistan Cricket Team, and currently the leader of a political party, Pakistan Tehreek-e-Insaf (PTI). His mother, Shaukat Khanum, had developed cancer and it was then he actually felt the need to develop an institute which can help people who come across a number of problems when making full efforts to care for their loved ones diagnosed with cancer.
SERVICE BUSINESS STRATEGY:
As though the establishment of such a charitable organization is not special enough, the fact that it has continuously strived to maintain its mission and high quality service work is indeed an achievement to be proud of.
Shaukat Khanum has been able to obtain such high standards with the help of a well defined business strategy. They made sure to have the best Pakistani doctors available, be it from any part of the world. Also, they identified the main reason due to which Pakistani hospitals were not able to reach high levels of service quality, i.e. nursing care. Trained nurses are not only difficult to find, but social taboos also prevented women of Pakistan from coming in to this field. Thus, the best nurses had been selected from different countries. State-of-the-art medical facilities and international medical practices had been set up.
In order to constantly improve levels of satisfaction, regular feedbacks from customers and other sources are collected, analyzed and acted upon seriously....
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