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ASSIGNMENT II
Case Study Analysis: Skilled Care Pharmacy Quality Management Tatavarti M V R Niranjan
Case Study Analysis: Skilled Care Pharmacy
1. Various Quality definition’s and their conformance to Skilled Care Pharmacy: Quality has been well defined by many quality gurus; of course each guru has given their own definitions of quality. Various definitions of quality and their conformance to Skilled Care pharmacy can be explained as follows: a. Conformance to requirements – Crosby: Skilled care pharmacy has been dealing in the healthcare domain providing wide range of complex services to many segments of customers, though the number of services are increasing it has maintained all the required quality measures to attain a flawless delivery system which definitely means it has conformance to requirements. b. Quality is essential to customer satisfaction, therefore ever-changing - Kaoru Ishikawa: Skilled Care pharmacy tried to upgrade and update itself with latest technology to meet all the customer demands, some of the updating’s like a transparent website, tracking system, news page in the website with concurrent updates on this domain etc., lead to customer delight and thus it has shown continuous improvement from the past few years. c. Fitness for use – Juran: The success of any service depends on how well is the service reliable and capable of meeting the existing demand. Skilled Care pharmacy has continuously updated itself and corrected the faulty systems on a regular basis, which made it fit and apt for this service. d. Non-faulty systems – Deming: Skilled care pharmacy through its continuous improvement and updates in the system has developed a stream less system that would answer all the customer queries and demands without any setback, thus definitely shows conformance to Deming’s view of quality – Non-faulty systems.
2. Principles of total quality in Skilled Care’s policies and operations: The operations in Skilled care pharmacy are very complex in nature because of the domain they were operating is a highly customized service. Health care issues need to be answered on a one to one basis and even a minute mishandling of data leads to adverse situations. So in each and every operation Skilled Care has to take care that, only efficient personnel and effective systems are being used. Total Quality is an important aspect to Skilled Care pharmacy to get out in a safe way from this complexity that is involved and to maintain a seamless process to ensure right deliveries. The various ways by which it tried to maintain total quality are as follows: a. Infrastructure: It has developed a website to answer customer queries and offer a wide range of transparent services like tracking the order at any point of time etc., It has developed and maintained a special software, RESCOT for its day to day operations. It used internet for publishing pertinent information and news. b. Practices: It has ensured the blue print of the service is seamless with continuous updating’s and improvements. It has taken care that activities go according to a 1|Page
Case Study Analysis: Skilled Care Pharmacy
specified way and through specific authorized persons only. Skilled care has even conducted training classes to its workforce whenever required. c. Tools: Various tools that helped skilled care in maintaining total quality are IT enabled services, training programmes to workers etc.,
3. Total quality approach – Skilled Care pharmacy: In view of its complex services and challenges in future, in order to sustain and improve on a continuous basis skilled care pharmacy should adopt the total quality approach in its policies and operations. Focus on customer: It should start developing and implementing new policies and procedures that ensure seamless delivery, maintain systems in more customer friendly and transparent way to ensure customer satisfaction and delight, as we know in any industry ‘customer is King’ Continuous improvement & learning: though it has shown continuous improvements in its activities, it should maintain the same spirit of up gradations and correct its systems, whenever required. Thus a total quality approach would definitely help Skilled Care pharmacy in meeting its increasing demand and increasing challenges too.
