SYNERGISTIC APPROACH TO MARKETING AND OPERATIONS Ajay Tejwani February 17, 2016 Ajay@DMSapiens.com

What Are Top Operations Goals? Improving Clinical Quality Lowering Costs Increasing Patient Satisfaction

What Are Top Marketing Goals? Increase in Patients Increase in Market Share Brand Awareness

branding Our differentiator: Brand expertise The Asset Brand Model

Marketing Excellence

Operational Excellence Exhibit 1: Clinical operations excellence encapsulates a broader range of initiatives that many health Systems typically use.

Differences between Marketing and Operations CUSTOMIZATION STANDARDIZATION OVERESTIMATE UNDERESTIMATE INCREASE SALES MAINTAIN QUALITY AND LOWER COSTS

Operations vs. marketing The Game of Thrones Battle

Patient centric approach

MARKETING AND OPERATIONS SYNERGY?

SYNERGY between Marketing and Operations PATIENT-IZATION RIGHT-ESTIMATE INCREASE SALES KEEPING OPERATIONAL EFFICIENCIES

Patient Centric Approach Listen to the Voice Of Patient (VoP) Consolidate VoP Share VoP with Entire Medical Practice Marketing Uses VoP in their Messaging and Branding Create Operational Efficiencies Based on VoP

Listen to Voice of the Patient

CG-CAHPS SURVEY

CG-CAHPS SURVEY

CG-CAHPS SURVEY

CG-CAHPS SURVEY

3 Takeaways In this world, you can’t escape Death, Taxes or Marketing. Marketing and Operations are 2 sides of the same coin. Start By Listening to Voice of Your Patients.

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