Introduction

United Distributor is the Sole distributor of GSK, Asian Continental, Schazoo Pharma,
Galaxy Pharma and Brookes Pharma in Abbottabad. They started their business
back in 1988. Currently they are the largest pharmaceutical wholesale distributor in
Hazara Division. Now they will expand their network from Haripur to Azad Kashmir.
House of Service Quality
House of Service Quality is used to translate a set of customer requirements (the
voice of the customer), market research and technical benchmarking data into an
appropriate number of prioritized engineering targets to be met by service design.
We have developed a house of service quality on the United Distribution Services.
We have also compared it with Abbott Pharma our main competitor in Pharma
Distribution.
Tangibility Dimension
Distribution center has modern equipment (Computers, air-conditioning
etc.).
1
2
3
4
5
6
7
8
9
4
5
3
33%
42%
25%
Distributor has sufficient physical facilities for storing drug products.
1
2
3
4
5
6
7
8
9
1
1
2
3
5
8%
8%
17%
25%
42%
The physical facilities at distribution center are visually clean
1
2
3
4
5
6
7
8
9
1
2
2
7
8%
17%
17%
58%
Personnel handling drugs are professional in appearance.
1
2
3
4
5
6
7
8
9
2
1
8
1
17%
8%
67%
8%
Vehicles used in transportation are visually in a good condition.
1
2
3
4
5
6
7
8
9
1
3
1
5
2
8%
25%
8%
42%
17%
A number of respondents agreed that the tangibility dimension is acceptable and
satisfying.

Numerous respondents agreed that United Distribution is making an

1

effort in improving its overall image to the customers.

Some respondents,

however, are not in agreement with dress code appearance of staff towards
their

customers

gained

negative response.

Overall the image of United

Distribution anticipated to the customer is positive and the connection between

United Distribution and the customer is well served in meeting customer needs and
requirements.
The Assurance Dimension
Personnel at the distribution center are trained.
2
3
4
5
6
7
8
9
1
2
4
2
3
8%
17%
33%
17%
25%
Order taking methods (including frequency) are accurate.
1
2
3
4
5
6
7
8
9
2
3
1
1
5
17%
25%
8%
8%
42%
Order delivery methods (including frequency) are accurate.
1
2
3
4
5
6
7
8
9
1
1
4
4
2
8%
8%
33%
33%
17%
Personnel in the distribution center are consistently courteous with you
1
2
3
4
5
6
7
8
9
1
2
3
5
1
8%
17%
25%
42%
8%
Personnel in the distribution center have the knowledge to answer your
queries.
1
2
3
4
5
6
7
8
9
1
1
2
2
4
2
8%
8%
17%
17%
33%
17%
Personnel in the distribution center have the authority to solve your
problems.
1
2
3
4
5
6
7
8
9
3
1
5
1
1
1
25%
8%
42%
8%
8%
8%
1

Over half the customers agreed that United Distribution gives assurance to its
customers. A high percentage of respondents agreed that the behavior of
employees at United Distribution instill confidence in the customers. This result is
directly influenced by the customer

liaisons

that

visit

the

customers

every

weeks to promote the services of United Distribution. When employees are posed
with problems or queries,

the customer interface is mainly telephonic.

2

It can be

assumed

that

the customers are of the opinion that

conduct

is

appropriate

employees

telephonic

mannerisms

and

in handling even the most annoyed

customers.

Few customers suggested their interest with recording of order

transactions electronically. They want full control over their ordering methods. Many
customers are hesitant in using electronic methods and fell safe with the
conventional telephonic and manual order form methods.
The number of customers who are dissatisfied would be an indication of the
lack of empowerment of employees. The majority of the customers are satisfied
with the politeness received from the employees of United Distributions. Over half
of the customers agreed that employees of United Distribution have the knowledge
to answer most of customer questions.
The Reliability Dimension
Temperature and humidity are controlled during transportation of drugs.
1
2
3
4
5
6
7
8
9
2
2
6
1
1
17%
17%
50%
8%
8%
When you have any problem, distributor shows a sincere interest in
solving it.
1
2
3
4
5
6
7
8
9
1
1
4
5
1
8%
8%
33%
42%
8%
Distributor effectively handles the expired drugs issue.
1
2
3
4
5
6
7
8
9
3
2
1
1
4
1
25%
17%
8%
8%
33%
8%
Distributor effectively handles the counterfeit drugs issue.
1
2
3
4
5
6
7
8
9
2
1
8
1
17%
8%
67%
8%
Shipments contain correct quantity.
1
2
3
4
5
6
7
8
9
1
1
2
3
4
1
8%
8%
17%
25%
33%
8%
All required information is available on invoice provided
1
2
3
4
5
6
7
8
9
3
2
5
2
25%
17%
41%
17%
Records are kept confidential.
1
2
3
4
5
6
7
8
9
1
2
1
5
2
1
8%
17%
8%
42%
17%
8%
3

Payment information is kept confidential

2
3
4
5
6
7
1
4
6
8%
33%
50%

8
1
8%

Many customers agreed that United Distribution is reliable with regards to its
service. Most of the customers agreed that because of their reliability, it can be
concluded that they are focusing on this area to achieve the service quality. The
management of United Distribution utilize proven systems that is working without
failure, and helps in building reliability. The assurance of service consistency will
allow the customers to become dependent on the company and will lead to greater
customer retention. United Distribution can significantly improve customer retention
rates by resolving the problems to the customers satisfaction. Many of the
respondents agreed that United Distribution provides services at the time they
promise to do so.
The Responsiveness Dimension
Distributor responds immediately to your enquiries.
1
2
3
4
5
6
7
8
9
1
2
2
2
3
2
17%
17%
17%
24%
17%
Distributor responds immediately to your complaints.
1
2
3
4
5
6
7
8
9
1
3
1
4
3
8%
25%
8%
33%
24%
When distributor promises to deliver by certain time, they do so.
1
2
3
4
5
6
7
8
9
2
1
9
17%
8%
75%
. Distributor provide services at short notice (if required)
1
2
3
4
5
6
7
8
9
1
2
3
5
1
8%
17%
25%
42%
8%

Responsiveness is the highest dimension. The majority of the respondents agreed

that United Distribution is responsive to their needs. A great percentage of
respondents agreed that United Distribution employees respond quickly to their
questions and is an indication that the staff within the company is focused with
regards to customer needs and expectations. A great percentage of respondents
4

agreed

that

the

employees

at

United Distribution

are willing

to

assist

customers and that they are never too busy to assist in responding to
customer requests.

The Empathy Dimension

Distribution center personnels give you individual attention
1
2
3
4
5
6
7
8
9
1
3
2
2
2
2
7%%
25%
17%
17%
17%
17%
Distribution center personnels fulfills your specific requirements
1
2
3
4
5
6
7
8
9
4
2
3
2
1
33%
17%
25%
17%
8%
Distribution center has office working hours suitable to you.
1
2
3
4
5
6
7
8
9
4
6
2
33%
50%
17%
Distribution center has field staff working hours suitable to you.
1
2
3
4
5
6
7
8
9
4
2
1
5
33%
17%
8%
42%
Methods designed for payments are convenient to you.
1
2
3
4
5
6
7
8
9
2
8
2
17%
66%
17%

Only half the customers agreed to United Distribution being empathic so it can be
concluded that United Distribution needs to focus on this area to improve its service
quality.
Many customers requested a same-day delivery, as many of their patients required
the medication urgently.

United Distribution doesnt have any source for the

delivery of emergency medicine for out station retailers or on Hospitals.

Suitable Office working hours and Field Staff working hours indicates that
management of United Distribution is continuously looking at ways to improve its
services to customers.
5

Internal Factors
Finance
United Distribution has the financial capabilities of the establishment, its Location,
its Human resource and also the other quality dimension which will lead to the
customer satisfaction. United Distribution recently invested heavy amount on
establishing its new office with big storage space.
Human Resource
United Distribution has a large number of team as compared to its competitors. A
good working condition is one of the benefits that the employees can expect from
an efficient human resource team. We are dealing with one of the best team in
Abbottabad.
Warehousing Capacity:
Warehouse plays a vital role in storing the medicines. United Distribution has the
largest warehouse as compared to competitors. The capacity is ample to store
sufficient amount of medicines.
Location:
United distributors are currently located in Abbottabad which is in the heart of
Hazara division. The main cities which touch the boarder of Abbottabad are Haripur
and Mansehra. We are currently the bigger distributors of both the divisions.
Delivery Vehicles:

United distributors have excessive delivery vehicles to distribute its supply to the
retailors. The distributing vehicles are 17 in number which are being used within the
Hazara division.
Training:
Different trainings are given to employees of United Distribution in order to achieve
quality dimensions.

Comparison with Abbott Pharma

The Tables Show the result of Abbott Pharma Quality Dimension. Abbott Pharma is
ahead in Empathy and Reliability as compared to United Distribution.
Tangibility Dimension
Distribution center has modern equipment (Computers, airconditioning etc.).
1
2
3
4
5
6
7
8
9
1
3
6
2
Distributor has sufficient physical facilities for storing drug
products.
1
2
3
4
5
6
7
8
9
4
6
2
The physical facilities at distribution center are visually clean
1
2
3
4
5
6
7
8
9
3
4
5
Personnel handling drugs are professional in appearance.
1
2
3
4
5
6
7
8
9
2
8
1
1
Vehicles used in transportation are visually in a good condition.
1
2
3
4
5
6
7
8
9
3
3
4
2

Assurance Dimension
Personnel at the distribution center are trained.
7

5
6
7
8
9
4
6
2
Order taking methods (including frequency) are accurate.
1
2
3
4
5
6
7
8
9
5
6
1
Order delivery methods (including frequency) are accurate.
1
2
3
4
5
6
7
8
9
4
6
2
Personnel in the distribution center are consistently courteous with you
1
2
3
4
5
6
7
8
9
1
5
5
1
Personnel in the distribution center have the knowledge to answer your
queries.
1
2
3
4
5
6
7
8
9
1
5
2
4
Personnel in the distribution center have the authority to solve your
problems.
1
2
3
4
5
6
7
8
9
3
1
5
1
1
1

Reliability Dimension
Temperature and humidity are controlled during transportation of drugs.
1
2
3
4
5
6
7
8
9
3
6
2
When you have any problem, distributor shows a sincere interest in
solving it.
1
2
3
4
5
6
7
8
9
3
3
1
5
Distributor effectively handles the expired drugs issue.
1
2
3
4
5
6
7
8
9
2
2
5
3
Distributor effectively handles the counterfeit drugs issue.
1
2
3
4
5
6
7
8
9
1
3
6
2
Shipments contain correct quantity.
1
2
3
4
5
6
7
8
9
3
3
6
All required information is available on invoice provided
1
2
3
4
5
6
7
8
9
2
3
6
1
Records are kept confidential.
1
2
3
4
5
6
7
8
9
1
1
3
5
3
Payment information is kept confidential
1
2
3
4
5
6
7
8
9
8

The Responsiveness Dimension

Distributor responds immediately to your enquiries.
1
2
3
4
5
6
7
8
9
1
2
4
5
1
Distributor responds immediately to your complaints.
1
2
3
4
5
6
7
8
9
3
6
3
When distributor promises to deliver by certain time, they do so.
1
2
3
4
5
6
7
8
9
3
2
6
1
Distributor provide services at short notice (if required)
1
2
3
4
5
6
7
8
9
3
4
2
3

The Empathy Dimension

Distribution center personnels give you individual attention
1
2
3
4
5
6
7
8
4
5
2
1
Distribution center personnels fulfills your specific requirements
1
2
3
4
5
6
7
8
3
5
3
Distribution center has office working hours suitable to you.
1
2
3
4
5
6
7
8
2
6
3
Distribution center has field staff working hours suitable to you.
1
2
3
4
5
6
7
8
3
5
3
1
Methods designed for payments are convenient to you.
1
2
3
4
5
6
7
8
5
6

Comparison Graph

9
9
9
9
9
1

United

Abbott
7.5

6.8

7.13

6.6

6.5
6

5.4

5.33

Tangibility

Assurance

Reliability

Responsiveness

6.2

Empathy

Recommendations
Dress Code
Professionalism and dress code appearance of staff towards their customers gained
a positive response. United Distribution needs to follow a professional dress code in
order to gain a positive response.

Independent Quality Department

There must be an independent quality department from sales that help to improve
quality of the services to better meet the needs of its customers.
Computerized System
United Distribution needs to transfer their manual activities to computerized system
in order to reduce time and efforts. The most time consuming manual work activity
is keeping a record on manual ledger forms which is a time consuming.
10

Hiring of a Technical Staff

As a pharmaceutical Supplier United Distribution needs to hire a qualified
pharmacist. In order to check quality and also manage and keep good storage
practices.

Reference
Maryiam Khawaja
(Managing Director)
Maryiam136@hotmail.com
Mob: 0332-5337434
Yasir Awan
(Manager)
Mob: 0345-5267054

11