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A TOTAL QUALITY IMPROVEMENT PROPOSAL FOR GENERIKA DRUGSTORE

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A CA

on 25 May 2017

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Transcript of A TOTAL QUALITY IMPROVEMENT PROPOSAL FOR GENERIKA DRUGSTORE

When Mr. Teodoro Ferrer was approaching retirement, he was planning to venture into the real estate business taking advantage of his exposure in Ayala.
However, his decision took a sudden turn when Mr.

Julien Bello, his close associate in a foundation for microfinance, brought up the sad plight of many Filipinos who cannot afford to complete their medication due to the prohibitive cost of branded medicines.

Fired up by the missionary vision to take concrete step that would address the dismal situation, Mr Ferrer and Mr. Bello formed Erikagen, Inc., the company that gave birth to Generika Drugstore.
PRODUCTS
CORE PROCESSES
QUALITY PROBLEMS & ROOMS FOR IMPROVEMENT
1. Defective Boxes of Medicines
2. Deformed Tablets and Capsules
3. Discoloration
4. Loose thread on the cap bottle of Bottled Medicines
5. Lacking stocks of medicines in the warehouse
6. Communication
QUALITY PRACTICES
Personnel must always check the accuracy of the operations of all the equipment.
Stabilize room temperature to maintain the effectiveness of the medicines with the highest quality.
Pharmacist must always check and clearly look at the customer's orders and at the doctor's prescription.
Personnel must always check the medicines and total quantity being dispensed to surely be tally to point of sales upon closing time.
Customer Service must always be strictly followed for customer satisfaction.
Medicines that are being delivered are always examined by checking if all orders are complete and the expiry date is based on the delivery receipt from the warehouse.
A TOTAL QUALITY IMPROVEMENT PROPOSAL FOR GENERIKA DRUGSTORE
Generika Drugstore was established in September 2003 to address the need for quality and affordable medicines, and promote the use of generic drugs in the context of high prices of medicines in the country.
VISION
Generika is the most innovative national drugstore driven by a strong sense of social purpose.

We are at the forefront in providing quality affordable healthcare with superior customer service.
MISSION
• We put customer satisfaction above all else, serving our clients' needs effectively and efficiently with friendly and professional counseling
• We offer relevant quality affordable healthcare products and services
• We are a team of highly motivated and competent individuals, professionally managing our operations and driving company growth and profitability
• We recognize the importance of our employees in achieving our aspirations. Our workplace culture is based on meritocracy and respect
• We foster a community spirit that understands, values and benefits from quality affordable healthcare

ORGANIZATIONAL CHART
CORPORATE PHARMACY DEPARTMENT
Teodoro Ferrer
Generika Drugstore President

Mary Rose Ulit
Corporate Pharmacist & Regulatory Head

Maricris Aquino
Corporate Pharmacist

Robert Maling
Corporate Pharmacy
Operations Manager
Julien Bello
Actimed General Manager
Generic & Branded
Medicine
Galenical
Hospital Supplies
Consumer Goods
Orders are sent thru POS machine to the Inventory Management
Checking of stock
availability
Forwarding the orders to the warehouse
Preparation of
orders
Delivery of
orders
Inspection of delivered orders
Updating of stocks inventory based on actual inventory
Main branch to Franchise branch
Branch to Client Company
Orders are received
Preparation of
orders
Inspection of
orders
Authentication of delivery receipts and sales invoice
Delivery
BRANCH
TOTAL QUALITY MANAGEMENT PROPOSAL
Personnel Management Trainings
All personnel in Generika Drugstore should go through training and the first one is the intensive Induction Training. This training includes several important topics needed to executive their jobs with the highest degrees of professionalism and excellence, such as pharmacology, customer care, and effective counseling and communication skills.
Another training is on-the-job training which includes: using software, dispensing guidelines, inventory control, refill of insurance prescriptions, storage conditions of products, compounding extemporaneous formulations, and merchandising.
Operational Information Source
Generika Drugstore should have two system of information to use. The systems store customers’ pharmaceutical history and allows the pharmacist easy and fast retrieval of the customers’ information in any of the branches.
Also, the system provides the pharmacist with information about most common precautions, side effects, drug-drug and drug-food interactions, and contraindications. This system is all about the customer care in order to answers queries from them.
Connections within Provider
Monthly meetings for Generika Drugstore pharmacist and the management which organize scientific lectures that presented by physician or pharmacist and how they could resolve the problem within reports about the defective products that are delivered in the branches.
Inventory Management
Generika Pharmacy must include utilizing perpetual-inventory systems or creating manual reorder points. They must identify their fastest-moving items and consider checking the reorder points daily.
STUDY OF COMPETITOR
SWOT ANALYSIS
CONCLUSION
We can say that Generika Drugstore can surpass its competitor in the near future because:
Generika has easy availability of products to its consumers.
Generika tends to have good interrelationship to its consumers.
All their franchise branches' stores serves all their value-added services
Generika provides convenient air conditioned stores for the comfort of their valued customers.
All branches have have a state-of-the-art Point of Sale system, including franchise.
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