● Evaluate the business value proposition for a standardized, multi-site, multi-specialty, secondary healthcare unit to compete against local clinics and corporate city hospitals

● Understand the importance of standardizing both clinical and non-clinical operations to achieve service excellence in healthcare

● Understand the challenges in developing standard operating procedures in a secondary healthcare unit

● Appreciate the challenges of implementing clinical and non-clinical operating procedures from a multi-stakeholder perspective

● Connect service operations initiatives with firm profitability in healthcare services