A clinic's case study on service quality and customer satisfaction management based on Vision Platform

This study investigates the strategic integration of service quality and customer satisfaction management within a clinic's Vision Platform, grounded in Jim Collins' foundational frameworks from Built to Last and Great by Choice. Specifically, it examines how embedding customer-centric principles into the Core Ideology—encompassing Core Purpose and Core Values—and the Envisioned Future, including a Big Hairy Audacious Goal (BHAG) and Vivid Description, fosters organizational resilience and excellence in the healthcare sector. Leveraging insights from market orientation theory and service-dominant logic, the research elucidates the mechanisms through which customer-focused leadership decisions enhance operational performance, patient outcomes, and stakeholder loyalty. Through a detailed case analysis of Green Mall Dental Clinic, a mid-sized urban healthcare facility, the study illustrates how a specialized emphasis on personalized patient care—manifested as a customer-centric vision—serves as a pivotal differentiator, enabling superior service delivery, reduced retreatment rates, and sustained competitive advantage amid evolving regulatory and market pressures. The findings underscore the imperative of instilling a disciplined commitment to customer satisfaction at the organizational core, ultimately driving 10X performance and long-term institutional success in an increasingly patient-driven healthcare landscape.