Republic of the Philippines

ILOILO STATE COLLEGE OF FISHERIES

College of Hospitality Management
BAROTAC NUEVO CAMPUS
Barotac Nuevo, Iloilo, 5007 Philippines
Contact No.: (Tel/Fax) (033) 3672-786
Email: ricardojrpaborada.iscof@gmail.com / peterjohnvvelasco.iscof@gmail.com

Quality Service Management in Tourism and

Hospitality

Case Study
SKILLEDCARE PHARMACY

Submitted by:
Denlord Dereza
Jerson Palomo
Lea Guanzon
Sherelyn Badayos
Darean Gatuslao

Submitted to:
Dr. Cyldie Joy Alfonga
 Republic of the Philippines
ILOILO STATE COLLEGE OF FISHERIES
College of Hospitality Management
BAROTAC NUEVO CAMPUS
Barotac Nuevo, Iloilo, 5007 Philippines
Contact No.: (Tel/Fax) (033) 3672-786
Email: ricardojrpaborada.iscof@gmail.com / peterjohnvvelasco.iscof@gmail.com

A Case Study of:

Skilled Care Pharmacy

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

Various definitions of quality have been formulated which became the

foundation of every organization to achieve customer satisfaction. Skilled Care Pharmacy
was one of those organizations that has adopted and applied those definitions in the
workplace in order to deliver to its customers the quality they deserve which can be seen
through their following activities:
 Skilled Care Pharmacy is an institutional pharmacy that provide scaring,
expert medication dispensing to healthcare organizations across Mason,
Ohio;
 Skilled Care Pharmacy built a reputation of providing excellent customer
service by maintaining a trained, diverse team of associates to meet the needs of
its customers;
 Skilled Care Pharmacy has been in the healthcare domain that provide wide range
of complex services to many segments of customers. Despite the increasing
number of services, Skilled Care Pharmacy still maintained the quality
measures to attain flawless delivery system which definitely means it has
conformance to requirements; and
 Transparent website, tracking system and news page on the website are some of
the updates and upgrades that Skilled -- Care Pharmacy has adopted to achieve
customer satisfaction and thus it has shown continuous improvement in
the past few years.
2. How are the six perspectives reflected in Skilled Care’s policy and
operations?
Transcendent Perspective:
Skilled Care Pharmacy aims to provide its customers excellence driven by its quality
policy and customer-oriented goals.
Product perspective:
 Republic of the Philippines
ILOILO STATE COLLEGE OF FISHERIES
College of Hospitality Management
BAROTAC NUEVO CAMPUS
Barotac Nuevo, Iloilo, 5007 Philippines
Contact No.: (Tel/Fax) (033) 3672-786
Email: ricardojrpaborada.iscof@gmail.com / peterjohnvvelasco.iscof@gmail.com

Services and products that meet customers’ needs by offering different medication
dispensing methods such as vials, multi-dose packaging or unit dose boxes, and by
implementing specific delivery requirement to better serve the end user.
User Perspective:
Skilled Care Pharmacy offers the right drug to be delivered to the right patient at the
right time.

Value Perspective:
Skilled Care Pharmacy aims to deliver quality products to its customers a ta
reasonable price which leads to one of their quality policy: “Complete customer satisfaction”.
Manufacturing Perspective:
Skilled Care Pharmacy deals with healthcare domain which provides wide range of
complex services but still maintaining the required quality measures that has conformance to
requirements
Customer Perspective:
Skilled Care Pharmacy’s dedication and commitment to continuous quality
improvement is evident throughout its external and internal operations which can be seen in
their quality policy: “Services and products that meet or exceed both our internal and external
customer’s expectations leading to complete customer satisfaction resulting in people working
together to enhance the lives of those served.”
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.
Total quality approach would definitely help Skilled Care Pharmacy in
meeting its increasing demand and increasing challenges by starting to develop and
implement new policies and procedures that ensure customer satisfaction and show
continuous improvements in its activities and should also correct its systems whenever there
are errors. Total quality approach can also be used through adopting a powerful
management team, training and education for employees, and being committed to a
clear strategic plan that gives direction to Skilled Care’s organization