Question

As an operation manager of a pharmaceutical company discuss the impact of service quality management on the organization performance

Answer 1

The impacts of service quality management on the organization performance ais as follows:

• Brand reputation: Service quality carries the brand reputation of a pharmaceutical company. Thus, proper maintenance of service quality expands the customer base through brand loyalty that actively integrates the organizational performance. It is a chain process where service quality management improves brand identity, the brand identity expands the customer base, and expansion of the customer base enhances the company's profitability in the highly competitive market.

• Improving financial stability: The service quality management improves the financial stability of an organization by reducing the number of reworks, improving internal communication, making evidence-based decisions, and allowing employee engagement with the organization. Enhancement of financial stability ensures long-term holistic performance development of a pharmaceutical organization.

• Enhancement of repeat purchasing: An improved service quality management encourages customers to repeat purchasing pharmaceutical products like antimalarial drugs, analgesics, and antiseptics. Repeat purchasing enhances the scope of expanding brand loyalty and improving profitability that positively impacts on organizational performance.