Chapter 4 Managing Service Performance. Chapter 4 slides for Marketing for Pharmacists, 2nd Edition. Chapter 4 slides for Marketing for Pharmacists, 2nd Edition. Learning Objectives. List some causes of poor pharmacy service.
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Chapter 4 slides for Marketing for Pharmacists, 2nd Edition
Chapter 4 slides for Marketingfor Pharmacists, 2nd Edition
Is there ever a valid excuse for poor service in pharmacy?
Source: Associated Press 2005
Quote"... Our first priority should be the people who work for the companies, then the customers, then the shareholders. Because if the staff are motivated then the customers will be happy, and the shareholders will then benefit through the company's success."
— Richard Branson, Chairman, Virgin
MarketingPower.com" email@example.com 10/28/03
1. Simplifying the process
2. Eliminating duplication
3. Decreasing process time
4. Preventing errors.
FIGURE 4-2 Steps in quality improvement
Step 1: Plan
Step 2: Do it
on a small scale
Step 4: Act on
Step 3: Study