Improving customer service through effective supply chain management in a pharmaceutical company
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
The effect of a HIV/AIDS life skills programme on the knowledge, attitudes and perceptions of grade nine learners
- Authors: Alma, Erica
- Date: 2008
- Subjects: Life skills -- Study and teaching -- South Africa , AIDS (Disease) -- Study and teaching -- South Africa , HIV infections -- Study and teaching -- South Africa
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9916 , http://hdl.handle.net/10948/739 , Life skills -- Study and teaching -- South Africa , AIDS (Disease) -- Study and teaching -- South Africa , HIV infections -- Study and teaching -- South Africa
- Description: The first cases of Acquired Immune Deficiency Syndrome (AIDS) were reported in 1981 and in 1983 the Human Immunodeficiency Virus (HIV) was identified. Today, over 40 million individuals globally are living with HIV/AIDS. As there is currently no cure for the disease, it is projected to reach pandemic proportions in the 21st century. In South Africa at the end of 2006, over 5.3 million individuals were living with HIV/AIDS, with affluent and educated South Africans showing the highest HIVprevalence growth rate. The HIV prevalence amongst 15 to 24 year old South Africans is 10.4 percent. It has become vital that youth receive education about HIV/AIDS as early as possible, to ensure that they do not contract the virus. Psycho-education seeks to teach psychological knowledge and skills to individuals. This is also known as life skills teaching. The National Departments of Health and Education have developed a life skills programme for schools. This programme aims to, amongst others; educate young people about HIV/AIDS. The effectiveness of this programme will be assessed in two schools in the Port Elizabeth area. In this exploratory descriptive, triangulation research study, a quasiexperimental, one group pre- and post-test design was used to assess the effectiveness of the life skills programme amongst 211 Grade nine middle to upper socio-economic group learners. Four focus groups were conducted after the programme to explore the learners attitudes and perceptions of HIV/AIDS and their experiences of the programme. Teschs model of content analysis and Gubas model of trustworthiness were used to analyse the data obtained from the focus groups.
- Full Text:
- Date Issued: 2008
- Authors: Alma, Erica
- Date: 2008
- Subjects: Life skills -- Study and teaching -- South Africa , AIDS (Disease) -- Study and teaching -- South Africa , HIV infections -- Study and teaching -- South Africa
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9916 , http://hdl.handle.net/10948/739 , Life skills -- Study and teaching -- South Africa , AIDS (Disease) -- Study and teaching -- South Africa , HIV infections -- Study and teaching -- South Africa
- Description: The first cases of Acquired Immune Deficiency Syndrome (AIDS) were reported in 1981 and in 1983 the Human Immunodeficiency Virus (HIV) was identified. Today, over 40 million individuals globally are living with HIV/AIDS. As there is currently no cure for the disease, it is projected to reach pandemic proportions in the 21st century. In South Africa at the end of 2006, over 5.3 million individuals were living with HIV/AIDS, with affluent and educated South Africans showing the highest HIVprevalence growth rate. The HIV prevalence amongst 15 to 24 year old South Africans is 10.4 percent. It has become vital that youth receive education about HIV/AIDS as early as possible, to ensure that they do not contract the virus. Psycho-education seeks to teach psychological knowledge and skills to individuals. This is also known as life skills teaching. The National Departments of Health and Education have developed a life skills programme for schools. This programme aims to, amongst others; educate young people about HIV/AIDS. The effectiveness of this programme will be assessed in two schools in the Port Elizabeth area. In this exploratory descriptive, triangulation research study, a quasiexperimental, one group pre- and post-test design was used to assess the effectiveness of the life skills programme amongst 211 Grade nine middle to upper socio-economic group learners. Four focus groups were conducted after the programme to explore the learners attitudes and perceptions of HIV/AIDS and their experiences of the programme. Teschs model of content analysis and Gubas model of trustworthiness were used to analyse the data obtained from the focus groups.
- Full Text:
- Date Issued: 2008
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