Skilled Care Pharmacy Case

1- Definitions of quality applied to the case are:

- The right drug to be delivered to the right patient at the right time.- Services and products that meet or exceed both internal and external customers`

expectations.- 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 requirements to better serve the end user.

- Dedication and commitment to continuous improvement throughout its internal and external operations.

- Complete customer satisfaction.- The quality is defined from different perspectives which are: judgmental perspective,

product based, user based, value based, manufacturing based and customer driven.

2- Principles of total quality applied to the pharmacy are:

- Dedication and commitment to continual improvement throughout its external and internal operations.

- Customer focus, as the pharmacy`s target are internal and external customers.- The pharmacy opens 24 hours a day.- Long term commitment to continuous quality improvement.- Teamwork includes associates with all levels of educational training. The multifaceted work

teams are formed through cross functional approaches to complete the task at hand.

3- the company can meet these challenges and improves its ability to provide the services its customers need by using TQM approach through adopting a good manager and powerful management team, training and education for employees, and being committed to a clear strategic plan that gives direction for all organization.

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