Definitions of quality :
a. Quality Can be defined as the best features of a product or services which can satisfy or exceed the customers needs
b. It can also be defined as the set standards meeting the customers needs
Its application to Patient Care Pharmacy:
Patient Care Pharmacy has the below features such as:
a. Selling the latest drugs
b. Educating on the prescription
c. User manual and guidance
d. Having a set of specialist etc
The above features meets and also exceeds the customer expectation which is called as “quality”.
2. How are the principles of total quality reflected in Patient Care Pharmacy’s Quality Policy and its operations?
The principles of total quality are:
a. Focusing on customers
b. Good leadership
c. System integration
d. Process integration
e. Good decision making
f. People oriented
g. Feedbacks and continuous improvement
Its reflection in Patient Care Pharmacy’s Quality Policy and its operations:
a. Focusing on customers: Customers are the core of patient care pharmacy. They not only sell quality goods but also concentrate on after sale service
b. People oriented: Their employees have completed 20 to 25 years of service within the pharmacy itself and hence they are people-oriented
c.System integration:Their 24 hours round the clock service and 365 days a year is supported by their integrated IT system
d. Feedbacks and continuous improvement: Through their internal and external operations they concentrate on continuous improvements.
3.
Its challenges are:
– Serving senior citizens
– Sensitive Customers depending their services in the medical area.
– changing financial structure of Healthcare
– shortage and retention of pharmacists
– evolving medical care
Lets discuss how a total quality approach can help the company meet the challenges and improve its ability to provide the services its customers need:
1. Total quality will help the pharmacy to produce quality drugs
2. It will also help them with the selling part
3. Complaints and rejections will be less or none
4. Total Quality can improve the loyalty of their customers
5. It will improve their brand name and hence employees can be retained
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