What is the MOST challenging component of managing a pharmacy’s operations?
Human resources
What is command intent?
- Describes what the desired outcomes in the relation to currnt mission
- Focuses on endpoint
What are the four basic questions you should focus on for operations management?
- What must be done right now
- Who needs to be doing it
- What resources do they need
- When is the work finished
What are the decisions for operations managers?
- Designing goods and services
- Process strategies
- Managing quality
- Location strategies
- Layout strategies
- Human resurces
- Scheduling
- Supply chain management
- Inventory management
- Maintenace
The is the function of operation managers?
They are the connecting bridge between executive management and frontline employees
What are the operational goals for a pharmacy manager?
- Improving the speed and efficiency of patient service
- Offering more services to patients
- improving the knowledge of healthcare team members
What is the difference bettwen production vs knowledge worker?
Production: optimized to control every process step = identcal products, consistent quality
Knowledge: Revolve around customer ervice = different end-product, depending on customer
What are the principles of human sigma?
- You cannot measure and manage the employee and custor experience as separate entitites
- Emotion frams the employee customer encounter
- You must measure and manage the employee customer encounter at a local level
- quantify and summarize the e-c encounter in a single performance measure
- improvement requires deliberate and active intervention through attention
What is the difference between six sigma and human sigma?
Six: elimintate defect, high quality and identical products, follow a script, waize copayment
Human: customer service, differnet outputs, deeper connections, empathize outcomes
What is the difference betwen rational and emotional satisfied customers?
Rational: Those who can logically justify service is satisfactory
Emotional: Feel a strong emotional commitment to the company and people who give them excellent service
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