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A.) Part 1 The QualitY SYstem

r Limit beer and/or cigarette consumption (be specfic ), set a daily or weekly

goal

participants are not required to use orLly items from this list. V\4ratever is

I to you may be tracked.

After k,s data are gathered, plot a simple graph to determine the level of

"defects red.

Asuwith your ins

actice is that you share your personal checkiist items and goals

gctor, a coileigue, spouse, or friend. Have that Person ask you

every week or so. If you are making regular progress/ you

liscuss it and to show your charts and graphs' Even if yourbout your p

should be happy

progress 15 uneven/ shouid be able to show that you've improved on one or

two items, which is p . Don't be too self-critical.

. An intermediate p should be built into the process around the

The final report on the pilot project should bemiddle of the pilot PtudY. Consideration should be given to makingmade at the end of the studY

personal qualitY a Permanentprocess.

your personal planning and improvement

tions:

ketter did when he fotl:,d that

t time, simply because he began

After completing the project, answer these q

a. What did your analYsis reveal?

c. How did you feel about discussing your "defects

d. How does the personal qualisty process tie into prc

ith others?

in a work environment?

b. Did you experience the same thing that Se

certain items disappeared as problems in a s

to measure them?

Additional cases are available in the Bonus Materiais Folder on the CD-ROM.

I. Srsrrno Ceru Puenrrmcl3

Skilted Care Pharmacy, located in Mason, Ohio, is

a $25 million privately held regional provider of

pharmaceutical products delivered within the

long-term care, assisted living, hospice, and

group-home environments. The following prod-

ucts are included within this service:

. Medications and related billing services

. Medical records

. Information systems

. Continuing education

. Consulting services to include pharmacy,

nursing, dietary, and social services

The key customer groups that Skjlled Care

provides services to include the senior population

housed within the extended and long-term care

environments. Customers within this sector

depend on Skilled Care to provide their daily

pharmaceutical needs at a competitive rate.

Because of the high risk factor of its business,

these needs require that the right drug be deliv-

ered to the right patient at the right time.

Moreover, depending on the environment beingserved, different medication-dispensing methods

may be used such as vials, multidose packaging,

or unit dose boxes. A1so, depending on the cus-

tomer type, specific delivery requirements may be

implemented to better serve the end user.

Skilled Care's dedication and commitment to

continuous quality improvement is evident

throughout its internal and external operations.

By reflecting on the principles needed to attain

w

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Chapter 1 lntroduction to Ouality 43

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Figure 1.10 Skilled Care Ouality Policy

quality success across ail levels of customers,Skilled Care adopted the quality policy statementshown in Figure 1.10.

Skilled Care's employee population includes 176

culturally diverse associates committed to a sub-stance-free workplace. The team includes associates

with all levels of educational training representingmany of the following disciplines: pharmacists,pharmacy technicians, medical data entry, accoun-tants, billing specialists, nurses, human resources,sales/marketing, purchasing, administrative andadministrative assistance, delivery customer servicerepresentatives, and IT (information technology)-certified personnel. At times, multjJaceted workteams are formed through cross-functionalapproaches to complete the task(s) at hand.

Skilied Care's deliverables are generated from itssole 24,000-square foot location in Mason, Ohio. Thepharmacy, which is open 24 hours a day,363 days a

year, is secured by a Honeywell alarm system. Thecompany's primary technology rests within its phar-macy software, Rescot. This system enables SkilledCare to process, bilf ald generate pertinent data

critical to the overall operations of the company.Other partnerships have also been establishedwithin Skilled Care's multidosed packaging capabil-ities and wholesaler purchasing interface.

Skilled Care Pharmacy uses the lrrternet forpublishing pertinent information and news and a

Web-enabled customer service application calledTrack-It to report specific information about cus-tomer issues for company'wide resolution.Advantages of e-commerce include quicker cus-tomer-service response time for all areas of serviceincluding placing the order, pharmacist's review,delivery and billing of the product.

Skil-led Care Pharmacy faces key strategic chal-lenges from the rapidly evolving

financial structureof health cuet a shortage of Licensed pharmacist per-sonnel, the constant evoiution of medical prattice,and employee retention at all levels. These as well as

future challenges are always balanced with theresponsibility to the stakeholders.

Discussion Questions

1. How might the various definitions of quality. appiy to Skilled Care?

2. How are the principles of totai quality reflectedin Skilled Care's policy and operations?

3. Given the nature of Skilled Care's operations

and the challenges it faces, discuss how atotal quality approach can help the companymeet these chalienges and improve its abilityto provide the services its customers need.

Our Quality Policy

Services and products that meet or exceed both our internal andexterral cLrstomers' expectatio'rs

Leading toConplete cLslorrer satisf act,o1

Resulting inPeople working together to enhance the lives of those served