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Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay
Edition 9ISBN: 978-1285069463Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay
Edition 9ISBN: 978-1285069463 Exercise 1
Skilled Care Pharmacy, located in Mason, Ohio, is a $25 million privately held regional provider of pharmaceutical products delivered within the long-term care, assisted living, hospice, and group home environments. The following products are included within this service:
• Medications and related billing services
• Medical records
• Information systems
• Continuing education
• Consulting services to include pharmacy, nursing, dietary, and social services
The key customer groups that Skilled Care provides services to include the senior population housed within the extended and long-term care environments. Customers within this sector depend on Skilled Care to provide their daily pharmaceutical needs at a competitive rate. Because of the high risk factor of its business, these needs require that the right drug be delivered to the right patient at the right time. Moreover, depending on the environment being served, different medication dispensing methods may be used such as vials, multidose packaging, or unit dose boxes. Also, depending on the customer type, specific delivery requirements may be implemented to better serve the end user.
Skilled Care's dedication and commitment to continuous quality improvement is evident throughout its internal and external operations. By reflecting on the principles needed to attain quality success across all levels of customers, Skilled Care adopted the quality policy statement shown in Figure 1.7.
Skilled Care's employee population includes 176 culturally diverse associates committed to a substancefree workplace. The team includes associates with all levels of educational training representing many of the following disciplines: pharmacists, pharmacy technicians, medical data entry, accountants, billing specialists, nurses, human resources, sales/marketing, purchasing, administrative and administrative assistance, delivery, customer service representatives, and IT certified personnel. At times, multifaceted work teams are formed through cross-functional approaches to complete the task(s) at hand.
Skilled Care's deliverables are generated from its sole 24,000-square foot location in Mason, Ohio. The pharmacy, which is open 24 hours a day, 365 days a year, is secured by a Honeywell alarm system. The company's primary technology rests within its pharmacy software, Rescot. This system enables Skilled Care to process, bill, and generate pertinent data critical to the overall operations of the company. Other partnerships have also been established within Skilled Care's multidosed packaging capabilities and wholesaler purchasing interface.
SCP utilizes the Internet for publishing pertinent information and news as well as hosts a web-enabled customer service application called Track-It to report specific information about customer issues for companywide resolution. Advantages of e-commerce include quicker customer service response time for all areas of service including placing the order, pharmacist's review, delivery, and billing of the product.
Skilled Care Pharmacy faces key strategic challenges from the rapidly evolving financial structure of health care, a shortage of licensed pharmacist personnel, the constant evolution of medical practice, and employee retention at all levels. These, as well as future challenges, are always balanced with the responsibility to the stakeholders.
How might the various definitions of quality apply to Skilled Care?
• Medications and related billing services
• Medical records
• Information systems
• Continuing education
• Consulting services to include pharmacy, nursing, dietary, and social services
The key customer groups that Skilled Care provides services to include the senior population housed within the extended and long-term care environments. Customers within this sector depend on Skilled Care to provide their daily pharmaceutical needs at a competitive rate. Because of the high risk factor of its business, these needs require that the right drug be delivered to the right patient at the right time. Moreover, depending on the environment being served, different medication dispensing methods may be used such as vials, multidose packaging, or unit dose boxes. Also, depending on the customer type, specific delivery requirements may be implemented to better serve the end user.
Skilled Care's dedication and commitment to continuous quality improvement is evident throughout its internal and external operations. By reflecting on the principles needed to attain quality success across all levels of customers, Skilled Care adopted the quality policy statement shown in Figure 1.7.
Skilled Care's employee population includes 176 culturally diverse associates committed to a substancefree workplace. The team includes associates with all levels of educational training representing many of the following disciplines: pharmacists, pharmacy technicians, medical data entry, accountants, billing specialists, nurses, human resources, sales/marketing, purchasing, administrative and administrative assistance, delivery, customer service representatives, and IT certified personnel. At times, multifaceted work teams are formed through cross-functional approaches to complete the task(s) at hand.
Skilled Care's deliverables are generated from its sole 24,000-square foot location in Mason, Ohio. The pharmacy, which is open 24 hours a day, 365 days a year, is secured by a Honeywell alarm system. The company's primary technology rests within its pharmacy software, Rescot. This system enables Skilled Care to process, bill, and generate pertinent data critical to the overall operations of the company. Other partnerships have also been established within Skilled Care's multidosed packaging capabilities and wholesaler purchasing interface.
SCP utilizes the Internet for publishing pertinent information and news as well as hosts a web-enabled customer service application called Track-It to report specific information about customer issues for companywide resolution. Advantages of e-commerce include quicker customer service response time for all areas of service including placing the order, pharmacist's review, delivery, and billing of the product.
Skilled Care Pharmacy faces key strategic challenges from the rapidly evolving financial structure of health care, a shortage of licensed pharmacist personnel, the constant evolution of medical practice, and employee retention at all levels. These, as well as future challenges, are always balanced with the responsibility to the stakeholders.
How might the various definitions of quality apply to Skilled Care?
Explanation
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Verified
Definition of quality:
Quality is defined from six different perspectives such as product, users, transcendent, value, manufacturing, and customers. These are the six perspectives in which a quality can fully appreciate the role it plays in a business organization.
The various definitions of quality that are applied to skilled care pharmacy are explained below:
The definition of quality is applied to skilled care pharmacy in the six perspective definition approach. There are as follows:
• Transcendent: In the skilled care pharmacy, this perspective is carried to the customers by hearing about the pharmacy and by observing skilled care's commitment towards quality improvement.
• Product perspective: Skilled care consists of different products and services such as medications, billing services, medical records, and consulting services. Here it indicates service and product quality.
• Manufacturing perspective: Skilled care is a team approach taken by the firms themselves. The team is associated with all levels of learning training on behalf of many firm skills.
• User and value perspective: They compare the quality of packing on goods and services that a firm offers with the price of the competitors.
• Customer perspective: In skilled care pharmacy, they ensure customer satisfaction. They focus on quality policy statements to make ensure that services are met according to customers' expectations.
Quality is defined from six different perspectives such as product, users, transcendent, value, manufacturing, and customers. These are the six perspectives in which a quality can fully appreciate the role it plays in a business organization.
The various definitions of quality that are applied to skilled care pharmacy are explained below:
The definition of quality is applied to skilled care pharmacy in the six perspective definition approach. There are as follows:
• Transcendent: In the skilled care pharmacy, this perspective is carried to the customers by hearing about the pharmacy and by observing skilled care's commitment towards quality improvement.
• Product perspective: Skilled care consists of different products and services such as medications, billing services, medical records, and consulting services. Here it indicates service and product quality.
• Manufacturing perspective: Skilled care is a team approach taken by the firms themselves. The team is associated with all levels of learning training on behalf of many firm skills.
• User and value perspective: They compare the quality of packing on goods and services that a firm offers with the price of the competitors.
• Customer perspective: In skilled care pharmacy, they ensure customer satisfaction. They focus on quality policy statements to make ensure that services are met according to customers' expectations.
Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay
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