A Comparative Overview of Two Health Care Organizations:
As It Relates To Customer Service

Khairah Rida

Berkeley College

Professor Silverman

HEA_260_SECOL

In any successful organization it is imperative for much attention to be allocated towards the formulation of strategies in an effort to gain a sustainable advantage. These organizations follow a methodical strategic development process where they establish their mission, vision and values. Of which is significant to the process as it correlates with customer satisfaction –The Mission of an organization tends to have an external bearing, however its objective is to orientate the establishment with the population in which it serves. Furthermore, the Mission is intended to help the organization network their services to the needs or demands of the population; in doing so will allow for the establishing of their target market. The Vision of an organization expresses their ideal concept for the future, purpose and values. In terms of customer service, the organization’s vision provides employees with direction in relation to performance and expectations; as well as influence customers’ perception as to why they should utilize the organization’s services. Subsequently, businesses conclude all precise goals and outcomes that would represent the realization of their vision; and from this follows the identification and determination of essential issues, including any internal and (or) external persuasions that could potentially affect organization’s strategy. The two health care organizations that I will use for a comparative analysis are St. Peter’s University Hospital and Robert Wood Johnson University; the reasoning behind my choice of hospitals are they’re presumably on two different ends of the spectrum in terms of customer service being their missions, visions and