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Introduction
are supporting the pharmacist in tasks that do not need high technical
sustained without focusing in both the social and the economic structure.
satisfying customers.
Quality Management
who can define the quality that he perceived. The recent definition of
quality is the products and / or services that meet or exceed customers'
expectations.
system that outlines the policies and procedures necessary to control and
performance.
directing organization
activities to be customers
consists of Plan, Do, Check and Act (PDCA), and Juran introduced his
it is the Quality Assurance. On the other hand, the Quality Control is the
second process.
A. Quality Assurance
problems can lead to greater efficiency, decreased cost and higher quality
of products.
in the same field and they can apply the same quality management
they are selling, they have to plan for introducing the most effective
On the other hand it ensures that customers shall receive the professional
counseling.
4. Planning of continuously providing of skills training and
coaching for the pharmacy staff and their managers shall improve the
with identifying the criteria of the introduced products and services that
the planned quality management system. They are the measures that used
most important step in the quality assurance. In this step each member in
the organization shall know his role in the company quality management
system. The pharmacist, the assistant pharmacist, the cashier, the labor
and the other supporting staff should be aware about the quality
management system and their roles. Everyone should know the impact of
his tasks on the overall company goals and how he can improve his
organizational performance.
quality management system, the role of quality control starts to close the
cycle.
B. Quality Control
system effectiveness and gauge whether the end results conform to the
service and the procedures that lead to their production, while both are
practice, two important tools shall be used, the quality control team and
internal quality auditors. Quality control team should be well trained for
They should compare what have been achieved with that planned in the
procedures objectively.
Based on the quality controllers' reports, the quality assurance team
shall prepare the new quality plan. The new plan shall correct the
the basis of quality controllers and pharmacist relation ship. On the other
hand, other organizational levels as the middle management and even the
evaluate all their working tasks, for example spending one full shift with
the pharmacist to evaluate the introduced services and his relations with
customers.
and direct coaching are the tools for improving quality control team
members.
Quality control measures .2
how processes are performing. Mikle Harry said " It is only by measuring
we can know the value of something and we can't improve what we don't
measure".
should measure the standard procedures application not the people who
for defense or catching mistakes. They should measure only what could
Financial Indicators
increase of profits.
problem, it would have to spend 10 (ten) dollars to inspect and correct the
mistake after the product was made, and it would have to spend 100 (one
hundred) dollars to rectify the problem after it has reached the customers
following diagram.
Financial quality improvement indicators could be sales growth,
increase of the net profit, resources saving, cost reduction and improving
the number of its customers. It depends on its capability to retain its loyal
continuously evaluated.
data is still not yet well utilized in the Arabic countries which could be
that they sell, while they are responsible for the level of the introduced
they are receiving are the indicators for the introduced services.
Suppose you have hired the best employee possible for a particular
job. If that employee begins work without receiving the basic skills and
Conclusion
people's health and should free from mistakes. For balancing this
quality control team, measures, and indicators for ensuring the system
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The author:
candidate.
Malaysia.
Khuber, KSA.
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