Shouldice Hospital

Recommendation:
Shouldice Hospital has successfully created a hernia operation assembly line that is so effective that it makes every patient feel different and unique even though those patients are merely cogs in the Shouldice Hospital process. It is this irony that has made Shouldice Hospital a success, which is clearly evident based on its rate of “word of mouth” referral and the attendance at annual “reunion” parties. Without any form of formal marketing, the Company has its largest backlog of customers to date. Upon conducting a partial House of Service Quality analysis, it is abundantly clear that Shouldice Hospital’s service attributes and capabilities are aligned with customer needs and expectations.
The greatest form of flattery is often said to be imitation. Shouldice Hospital’s latest challenges arise from these imitators. Copycats are affecting the image of the Shouldice method of hernia surgery. Further exacerbating the problem, lack of capacity at the...