Question

1) Ten years from now: you are hired as the new Operations Manager for the department of pharmacy in a local hospital. For the past 3 years, errors have been increasing, employee turnover has increased, and the level of service from the department has dwindled. As an incoming manager, explain in 1-2 short paragraphs what you will do to build employee engagement and therefore help correct the issues that have been plaguing the department.

2) Scenario: You obtain a position as a community pharmacist in a small town that is owned by a pharmacist who is on the verge of retirement. You have an idea that you want to expand the clinical services of the pharmacy. As a certified immunizer, you decide that you want to implement vaccine services.

Utilizing all of the modern four Ps (People, Processes, Programs, and Performance), describe the marketing plan you would put in place to build these services. (2-3 paragraphs)

3) Referring to the previous scenario in question 2), describe in one to two sentences the cost objects that will be factored into the budget when starting the immunization service.

Answer 1

Answer 1

Following actions shall be taken for employee engagement:

a) Define Clear roles and responsibilities and make KRA ( Key result area) for each individual. ALL KRAs shall be monitored in form of a scorecard on monthly basis. On the basis of score corrective action plans to be made so that KRA targets can be met.

b) Mentoring - We need to identify the experience of each member and fit the less experienced employees under a mentoring plan of senior employees by clearly defining the skill set they will develop and also have a measuring matrix

c) Team collaboration - We shall make few teams and can have a competition among various teams. In this way members within a team will get to communicate and collaborate more to achieve success. Winning team to be recognized by monetary reward OR Gift Coupons

d) Organize Competency test for established process and basis the result of the test make the development plan for employees so that they can learn and correct themself.

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Answer 2

The marketing plan for implementing vaccine services shall cover:-

a) PROCESS

i. Define clear SOPs ( Standard operating procedures) and clear shift plans

ii. Monitor TAT ( Turnaround time) for all processes and set targets aftero understanding Status Quo

iii. Launch a new mobile APP with an idea to

- Increase customer reach

- Products and service offered can be showcased in the APP

- New launch like vaccine services can be promoted

- Customers can fix appointments by choosing available time slots so that they dont have to waste time while waiting in Que

b) PROGRAM

i. Launch program for employees - Employee of the month/ Team of the month

ii. Customers can earn credit points which appears in their APP, every time they shop. These credit points can be used for making payment for Vaccination

iii. Free Health Advise to customers who will be visiting for clinical vaccination

iv. Free complimantary products for promoting the clinical vaccinations

v. Early bird discount offers on monthly basis

c) PERFORMANCE

i. Keep a total track of inventments and total retunes from teh new program

ii. Keep a track of patient footfalls and also the impact of any marketing program on the footfall

iii. Incentives to the sales team for conversion of deals

d) PEOPLE

i. collect regular feedback from customers and implement the change

ii. Check for home deliveries for increasing the customer satisfaction

iii. Hire right staff so that the target TAT for handling customers can be achieved

iv. Promote your services as a one stop solution to customers

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Answer 3

The cost objective which are to be factored in budget for below items:-

a) Infra Structure cost

b) Sales staff Cost

c) Promotion and marketing cost

d) Home Delivery services costy ( including vehicle cost0

e) Mobile APP development cost