Part -1 Service Blueprinting

1. PVR
With a mission to extend World Class healthcare solutions to the community through advances in medical
technology, medical research and by adopting best man management practices - Zydus Hospitals has
launched its newly built flagship hospital in Ahmedabad. The facility is among Western India's largest private
hospitals.
The hospital complex is located in the posh western suburb of Ahmedabad, just 20 mins from the airport and in
close vicinity of most hotels and shopping malls. With vast open spaces around the hospital its positioned &
designed to ensure that patients and caregivers get a feel of the skyline of Ahmedabad city from their rooms
and never feel claustrophobic. Its an attempt to give a feel of home @ hospital.
Zydus Hospitals is a 550 bed Super speciality medical institution spanning 16 floors and 2 basement floors.
This world class & highly sophisticated medical establishment offers all major medical specialities,
subspecialities, investigation & diagnostics facility, rehabilitation & physical therapy care under one roof.
Hospital’s design ensures higher energy efficiency by allowing greater permeation of sun light throughout the
day and harnessing solar energy for hot water provisioning throughout the hospital complex.
Zydus Hospitals has very selectively appointed the best of American / Europe Trained Medical Specialists,
Paramedics, Nursing & Administrative Staff. This would be amongst the handful hospitals in its league which
have dedicated full time medical specialists. This shall ensure complete round the clock care and availability.

Vision Statement:
To be a leading provider in healthcare service delivery to the community. We shall achieve 1500
beds under our management by the year 2020 and become a most preferred destination for
comprehensive medical care and treatment.
Mission Statement:
To provide world standard healthcare solutions to the community by leveraging advances in medical research
science and technology and adoption of best management practices.

2. Product Portfolio of PVR and Customer Segment

From nine pharmaceutical production operations in India as well as a Zydus Cadila

develops and manufactures a large range of pharmaceuticals as well as diagnostics, herbal
products, skin care products and other OTC products. Starting from late 2015, having
concluded a voluntary license agreement with Gilead, the company also produces the
generics for hepatitis C treatment (i.e. sofosbuvir, distributed under the brand name
SoviHep).
The company makes active pharmaceutical ingredients at three sites in India, Ankleshwar
plants, Vadodara plant, and Patalganga plant.
3. Service Blueprint of PVR

Part – 2 Nature of Complaints

1. Nature of complaints received at PVR

2. Avenues through which customers lodge complaints at PVR cinemas

Part – 3 Complaint Resolution Process

Part – 4 Key Issues in PVR