UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 4 / No. 1 / Published : 2006-01

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Original Article :

Smart people to know about competitive advantages strategy

Author :

  1. Stefanus Supriyanto*1
  1. Bagian Administrasi Kesehatan Masyarakat FKM Universitas Airlangga, Jl. Mulyorejo Kampus C UNAIR, Surabaya, 60115, Indonesia

Abstract :

The purpose of a business is to create and keep customers. There are two competitive business strategies, namely competitive advantage strategy through people and comparative advantage strategy through products/services. The competitive advantage strategy is to create smart people in the hospital. The existence of smart people who know about competitive advantage hospital strategy is something crucial for hospital management. Smart people are employees who have not only intelligence quotient, but also have emotional quotient in managing customer satisfaction. Smart people will take place when the organization have empowerment program for employees by enhancing knowledge and skill through education and training programs. Smart people have ability to create new ideas and innovations in work life, how to satisfy customer, and finally become loyal to hospital. Smart people for top/middle manager level could be created through education and smart people for lower manager through training programs. Smart people imply the quality of services, service excellence in hospital services. Service excellence could be a mind-set in competitive advantages and a reflection of compassion. A comprehensive approach to create smart people in the organization are 1) providing culture that support customer satisfaction service, 2) providing continuous education and training for employees, 3) doing cross-selling and gain-sharing or reward system

Keyword :

smart people, competitive advantage, service excellence,


References :

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Archive Article

Cover Media Content

Volume : 4 / No. : 1 / Pub. : 2006-01
  1. Smart People To Know About Competitive Advantages Strategy
  2. Economic Value Of Farmers’ Health Occurred During The Green Revolution In Indonesia: A Health Impact Study
  3. Analysis Of Surabaya Community Eye Health Clinic Strategic Location Using Gravity Center Approach Analytical Theory As A Base To Identify Social Lost (a Case Study In Surabaya)
  4. Marketing Strategy Based On Customer Relationship Marketing Grounded On Exchange Value Analysis To Improve One- Day-surgery Service At Lavalette Hospital, Malang, 2005
  5. A Gross Premium Model Of Jember University Unej Medical Center (umc) Student Health Care Maintenance
  6. An Analysis Of Customer Buying Behavior To Increase The Utilization Of Bangli Regional Hospital
  7. Developing A Prescription Queue System Model In Special Pharmacy Unit For Outpatient Holders Of Askes Health Insurance At Rspad Gatot Soebroto 2005

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