Rajesh Kasliwal

Rajesh Kasliwal, a young and dynamic entrepreneur was born in 1956. He was a medical graduate
from M.G.M medical College, Indore. He hailed from a business class family and had his private
practice as a physician, but a thought kept on tormenting his mind, to enhance the diagnosis services.
Thus , Kasliwal started a diagnostic centre with a small set up in 1980. To grow further, he started
Apollo Medical Investigation Centre in Late 80s’. The center had an immaculate track record of
delivering the best in diagnostics. Rajesh realized that Indore market needs a state-of-the-art
diagnostics center and thus, Vishesh Diagnostic Solutions came into existence in August 2003 and
was located in the heart of the city near Geeta Bhawan, Indore (M.P). the objectives of the centre was
to enhance the quality of patient care. Kasliwal always believed in providing best quality services
for which he imported a Multislices CT Scanner, a highly advanced MRI Machine and Colour
Doppler’s. The centre had a tie-up with leading doctors of the city who visited the centre from time
to time to treat the patients of O.P.D. prices were not based on updation rather it was based on
information provided by the examiners. The centre had collaboration with Sahayata, an NGO, to
tap the price sensitive customer who were given 50% reduction in the price. The marketing
executives with a graduate degree and experience in Pharmacy interacted with doctors, hospitals,
banks and insurance companies, and informed them about the latest services rendered by the centre,
the PR executives interacted with the Top Executives/Corporate Heads regarding their health checkups. The diagnostic centre included good seating space, well-designed interiors, good cafeteria,
centrally air conditioned floors, high level of cleanliness, which evoked the customers’ feelings. The
management emphasized on happiness of the clients, confidence and reliability of the customers and
the doctors and believed in providing the ultimate solutions. Vishesh Diagnostic Solutions had six
departments, which included Radiology, Mammography, Sonography, Dispatch and Customer Care
Cell . Each department had their own process owner, who briefed the patients about the various tests
and procedures. The centre believed in maintaining the punctuality by delivering reports on time. By
this time the Centre had reached a turnover of Rs. 4,86,45,865 crores and the customer base had
increased from 25 to 200 customers per day. Rajesh Kasliwal was never complacent with whatever
he had achieved. He had decided to diversify into the hospital business with a world class Operation
Theatre, Intensive Care Unit, Special Ward that would include Trauma Section, Nephrology section
and General Ward.
Rajesh Kasliwal, a 48 year old, enterprising, and dynamic entrepreneur was born in 1956. He
was a medical graduate from M.G.M Medical College, Indore. He hailed from a business class
family, which dealt in the business of scientific equipments. In a company like India there were
diagnostic centres But a need was felt for a complete centre, which would provide ultimate
solutions to the ailments. The initial step in this direction was taken up by Pioneer Laboratories in the
year 1950, but it had a limited set up for the requirement of the patients with the changing time.
Rajesh Kasliwal had his private practice as a physician but the idea of enhancing the diagnostic
services to centre to the needs of his patients constantly occupied his mind. Thus, with the zeal to do
something in the field of diagnosis, Kasliwal started a diagnostic centre with a small set-up in 1980 at
Chetak Centre near RNT Marg, Indore (Madhya Pradesh).
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To grow further in this field, he shifted his investigation centre at Palasia Square, a centrally
located commercial place in late 80s’ by the name Apollo Medical Investigation Centre. This
departed from the traditional of all pathology labs by bringing a CT Scanner first time in the Indore
city. The centre was promoted by the undisputed leaders the very best in diagnostics. It enjoyed an
enviable position in the industry and had been the front-runner on technology absorption. By this
time, the Indian market saw a revolution in diagnostic business, as hospitals in Indore began to using
more on the basic hospital facilities pertaining to patients, rather than the diagnostic aspect.This was
the time when Rajesh realized that Indore market needed a state-of-the-art diagnostic centre, and it
motivated him to survey the hospitals and diagnostic centres within the country as well as abroad.
With an aim to provide complete diagnostic solutions and to resolve diagnostic dilemma, Vishesh
Diagnostic Solutions came into existence in August 203, spreading over 3,4000 sq. feet an
independent four storied building, the largest stand alone diagnostic facility in the country. It was
created with the vision “On what matters most, were patient and the diagnosis”. This was supported
by intelligent technology, increased speed and innovative applications and the year April 2006, they
came up with an OPD division.
Profile
Vishesh Diagnostic Solutions, a project of Rs. 32 crores was an initiative to brought in the latest
medical technologies and breakthrough in the field of diagnostics in Indore. The principal aim of the
centre was to provide single window solutions for investigations ranging from simple pathological
tests to complex imaging problems combining multiple devices. It was ensured that every delivered
service met the clinical needs in the most perfect fashion. The objective of Vishesh Diagnostic
Solutions was to enhance the quality of patient care. The state-of-the art technology worked in
synergy with global expertise for accurate and timely diagnosis. Its promoter always believed in
professional ethics and values. It recognized and appreciated the attitude that a noble professional
must posses i.e. an attitude of care and concern. The virtue of management was reflected even in a
routine procedure by a paramedic or examination by a specialist.
Product
Rajesh Kasliwal always believed in providing best quality services for which he imported a
Multislices CT Scanner, which was the third in the country and had the facility of navigating the
human body at 38 slices per second, a highly advanced MRI Machine which was among very few
machines in the country. With the capability of conducting all routine MRI studies in virtually no
time, the machine also facilitated special investigations like MR Spectroscopy, MRI Angiographies
and high quality Abdominal and Pelvic Imaging. Two types of colour Doppler’s were brought to
Vishesh, one was Radiology Colour Doppler and the other was Accuson Sequoia, one of the best
Cardiac Colour Doppler available internationally. It was very powerful and highly useful in the case
of obese patients. For various routine tests, special tests and hormonal studies Vishesh Diagnostic
Solutions, had a well equipped and advanced pathology lab, which was constituted of auto-analyzers,
automatic cell counter, elisa readers and numerous other equipments.
Place
The Diagnostic Centre was located in the heart of the city near Geeta Bhawan A.B Road Indore
(M.P). The place was near the Medical College and surrounded by leading hospitals like Suyash
hospital, CHL Apollo, M.Y Hospital, Gokuldas Hospital, S N G Hospital, to name a few. This
enabled better accessibility and connectivity to the center. In order to reach the customer at the
earliest and provided them prompt services the centre provided the patients with a mobile van.
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Promotion
To reach the customer better, Vishesh diagnostics solutions organized various camps on nominal
basis like Mammography check-up on Women’s Day, Lipid Profile check-up on World Heart Day,
free health check-up for children in association with Nai Duniya, a Hindi daily newspaper, wheres
the mothers educated about obesity related ailments and remedial measures. Apart from this the
centre conducted CME’s (Continue Medical Education) programmes for doctors by its Radiologists
who provided knowledge about new equipments and facilities. The doctors were invited to these
programmes according to their specializations after every fifteen days. The centre had a tie-up with
leading doctors of the city who visited the centre from time to time to treat the pre-registered patients
of O.P.D. For such programmes the patient paid Rs.30/- per check-up and the Centre paid the doctor
Rs. 50/- per visit.
Price
Vishesh Diagnostics Solutions followed a competitive pricing strategy, because in a service industry
it is difficult to price a product against the industry norms. Prices were not based on updation rather
it was based om information provided by the examiners. They followed two types of pricing
strategies; one helped in building business volumes and was cost effective, the other was customized
according to the information provided. Apart from that, Vishesh Diagnostics Solutions used
innovative patient centric approach and a solution based approach for general health checkups,
which included disease specific, organ specific and individual specific packages, which was valuebased (Annexure 1). The centre had collaboration with Sahayata, an NGO, to tap the price sensitive
customer base and was given 50% reduction in the price of the various services. This helped in
bringing volumes as this customer base comprised of 35% of the total clientele.
People
Vishesh interactions, an autonomous body promoted interactive intelligence in imaging, a unique
gesture they envisaged right forum of discussion and deliberations among experts, specialists and
academicians, who adored innovation. The varied packages introduced by the centre comprised of
categories of people right from senior citizens to children, from housewives to working women,
from employees to self-employed professionals, from stressed out individuals to physically healthy
ones. The centre also believed that employee satisfaction would lead to customer satisfaction
therefore, marketing executives who had a graduate degree and experience preferably in Pharmacy,
were selected and thereafter they were imparted with a minimum of six months on the job training.
The training programmes were manned by highly qualified, trained and dedicated team of
professionals. The executives interacted with doctors, hospitals, banks like Canara Bank, Union
bank and State Bank of Indore and insurance companies like Max New York Life, Aviva, ING
Vyasya etc. and informed them about the latest services rendered by the centre once a month or
fifteen days, depending upon the customer profile. The PR executives on other hand, directly
interacted with the Top-Executives/Corporate Heads regarding the executive health check-ups, which
included annual health check-ups and pre-employment check-ups.
Physical Evidence
The basic characteristic of service is that it is insurmountable in nature. The centre had made special
efforts to create ambience in which the customers felt comfortable and relaxed. In order to make the
services reachable to the customers the various amenities were supported by promotional material
and brochures. The diagnostic centre included good seating space, well designed interiors inclusive of
proper signage boards, appearance of the people, designed service facilities, good cafeteria, pleasantly
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decorated corridors, centrally air conditioned floors, high level of cleanliness, abundant parking
space, evoking the customers’ feelings. It also enhanced credibility perception and increased
satisfaction with the service experience. The management emphasized on happiness of the clients,
confidence and reliability of the customers and the doctors and believed in providing the ultimate
solutions.
Process
Vishesh Diagnostic Solutions had six departments which included Radiology, Mammography,
Sonography, Pathology, Dispatch and Customer Care Cell. As services are intangible in nature
therefore, the centre gave special attention to the patients. In the front office, the process owner
received the customers and treated them as their guests. After the preliminary formalities the process
owner escorted the patients to the respective departments. Each department had their own process
owner, i.e department’s coordinators who briefed the patients about the various testes and procedures
besides carrying on the diagnostics tests. The process owner later on took the patient to the dispatch
department where he was briefed about the date and the time when he could receive the reports. The
centre believed in maintaining the punctuality by delivering reports on time.
Future Ahead
By this time the Centre had reached a turnover of Rs. 4, 86,45,865 crores and the customer base had
increased from 25 to 20 customers per day within a three year span. However, it was felt that 60% of
the machines were under-utilized as the doctors were unaware of the advanced technology.
According to Kamlesh Pare, CEO of Vishesh Diagnostic Solutions, Rajesh Kasliwal was never
complacent with whatever he had achieved. With his maverick temper of moving ahead and with
eagerness to do something different, he had decided to diversify into the hospital business with a
world class Operation Theatre, Intensive Care unit, special Ward that would include Trauma Section,
Nephrology section, and General ward with Auto Clave Construction, which would enable proper
maintenance. In order to provide exclusive patient care services, doctors would also be called from
across the globe.
1. What were the various strategies adopted by Vishesh Diagnostic Center. Discuss them in light of
seven Ps of service marketing.
2. What do you understand by service quality; explain what parameters of service quality are listed
in the case?
3. How would you visualize the success of Vishesh Diagnostic Centre after diversification?
4. If you were Rajesh Kasliwal what necessary steps you would have taken to enhance the
performance of the Centre?
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