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Canadian Blood Services

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Executive Summary

The Canadian Blood Services (CBS) was created in 1998 as a result of the base contamination of blood supply and since then, it is being funded by the provincial health ministries. The main objective of this new organization operated at arm’s length was to reestablish the negative public perception regarding the process of blood donation and collection. By the end of 2008-2009 annual reports indicated that more than 80% of the population trusted in CBS to manage the blood system.

Problem Statement
Over the years the need for blood has continuously increased and CBS has tried to keep up with the demand by recruiting new donors and organizing more blood collection campaigns. Due to an overall aging of the Canadian population and the decrease in wait times in the hospitals, CBS is facing a growth in the demand of blood.

Objective

Between 1998 and 2011 the number of units collected has gone up by more than 200,000 units but the number of active donors has remained constant. Increasing the number of donors is the immediate objective; however, previous experience shows that many people are just donating once and do not come back to a donor clinic. CBS’s objective is to develop a marketing media program to increase the number of new donors and the donor retention to a higher level than 51%.

Situation Analysis

CBS’s operations started with a record of 685,000 units of blood collected in 1998 and currently collection grew to more than 900,000 units in 2011 and with an average of active donors of 400,000 from 1998 to 2011. Among the 1.2M of active and inactive donors population in Canada, only 600,000 of donors are eligible to donate blood. In spite of the improvement in recruiting and processes of the new donors which retention rate in 2009 was 51% or 423,000, CBS needs to establish a strategy where donor behavior and characteristics by

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