Skilled Care Pharmacy Case

Study

By,
Abhishek
Vishnu Sankar
Vaishnav Ashok
 Questions
1. How might different definitions of quality apply to Skilled Care?
• Transcendent : Skilled Care Pharmacy wants to give its customers by its quality
policy and customer-oriented goals.
• Product based: Services and products that meet customers expectation by
offering different dispensing methods like multi-dose package or unit dose boxes,
and by giving specific delivery methods to satisfy the users.
• User based: They give the right drug to be delivered to the right user at the right
time.
• Value based: Skilled Care Pharmacy wants to deliver high quality products to its
customers at a reasonable price that gives complete customer satisfaction.
2. How are the principles of total quality reflected in Skilled Care's policy and
operations?

Principles of total quality applied to the pharmacy are:

• Dedication and commitment to rapid improvement.
• The pharmacy is targeted customers that are internal and external.

• The pharmacy opens 24 hours a day.

• Long term commitment to continuous quality improvement.

• Teamwork.

• The work teams are formed through cross functional approaches.

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 ?
The Key strategic Challenges are:
• The rapid change in the financial structure

• Shortage of licensed pharmacist personnel

• The constant evolution of medical practice

• Employee retention at all levels.

Total quality approach would definitely help Skilled Care Pharmacy by starting to
develop and implement new policies and procedures that ensure customer
satisfaction and show continuous improvements in its activities. It can 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.
Thank You