University of San Carlos

Department of Business Administration

School of Business and Economics

CBMEC 1
OPERATIONS MANAGEMENT
AND TOTAL QUALITY MANAGEMENT

A CASE STUDY ABOUT THE SKILLED CARE PHARMACY

2nd Semester A.Y. 2019-2020

Submitted by:

BATOCTOY, DARLEN MARIE E.

BSA – 2
TTH 4:30 – 6:00

Submitted to:

ENGR. GLENN A. JAVA

February 13, 2020

1. How might the various definitions of quality apply to Skilled Care?

Skilled Care Pharmacy is a regional provider of pharmaceutical products

delivered within home environments. They practice various definitions of quality

such as: Transcendent Quality that was conveyed through assuring their

customer that they would be offered excellent services and products. The

Pharmacy made sure that their Product, User and Value Quality are of date and

are safe for their customers, while closely observing to the philosophy of meeting

and/or exceeding the customer’s expectations. They also provided efficient

medical records for the customers and services depending on the customer’s

preferences and needs. Customers within this sector depend on Skilled Care to

provide their daily pharmaceutical needs at a competitive rate. This demand

leads the company to actively compete with the production of the needed

medicines and services. 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 vials, multidose

packaging or unit dose boxes, which results to catering their expected

Manufacturing and Customer’s Quality.

2. How are the six quality perspectives reflected in Skilled Care’s policy and

operations?

Some of the accepted quality principles were: emphasis on customers;

participation and teamwork; and continuous enhancement and learning. These

principles are reinforced by the organization’s platforms including data and

information management where staffs are ordered to gather facts about their

customers to provide efficient and relevant services to them. They also made

sure to improve the customer relationship existing within the environment,

treating them with greater caution. They also prepared a set of management

practices and tools. Skilled Care Pharmacy understood the concept of these and

absorbed it and applied these through their Quality Policy. Another proof of their

existing organizational infrastructure to help manipulate their quality positively

includes how were they able to operate everyday effectively because of their

Honeywell alarm system. Their web-enabled customer service application such

as track-IT is a great way of indication that they report and weigh specific

information about their customers for a companywide resolution, demonstrating a

relationship management and complaint resolution capabilities.

3. Given the nature of Skilled Care’s operations and the challenges it faces,

discuss how a total quality approach can help the company meet these

challenges and improve its ability to provide the services its customers need.

Because of the great demand that the company faces they often have

great 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. A total quality approach

that embraces all the principles and definitions of quality would help develop

leaders that could lead well in formulating systematic strategic planning, coherent
well-strategized company objectives, and be able to impose all of these into their

daily practices guaranteeing a better service for their customers.