This 4 page paper answers questions about a case study supplied by the student; Skilled Pharmacy Care. The paper considers how various definitions of quality apply to Skilled Care Pharmacy, at how are the principles of Total Quality are reflected in Skilled Care's policy and operations and finally looks at how, given the nature of Skilled Care's operations and the challenges it faces, a total quality approach can help the company meet these challenges and improve its ability to provide the services. The bibliography cites 1 source.
Name of Research Paper File: TS14_TEskillp2.rtf
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they are delivered to the end users. Quality definitions all have several aspects in common, the customers are seen as internal and external and quality has to be present at
each stage it is not something that is added in at the last stage only. If we look at the text concerning the Skilled Care Pharmacy case the different definitions
of quality are all applicable in varying degrees (Anonymous). There is the application of quality production as there is the production of a service and also supporting output, for
example, the bills as well as the delivery of the drugs. However, as a pharmacy and the role of supplying medication the main definitions that are relevant are those of
services or operations as a whole (Anonymous). In the third definition of the text it is noted that quality is determined by the wants of the customer. Skilled Care
Pharmacy has a quality statement that states services and products should not only meet but also exceed the expectations of the internal and external companies. This is seen as leading
to complete customer satisfaction and this is then seen as resulting in people working together (Anonymous). With the aspect of the internal customer and their satisfaction we can argue
that there is a greater potential to have motivated staff that will be able to satisfy external customers with a greater level of commitment and loyalty as they also feel
valued. Quality can also be assessed as in terms of the value it creates, this can be measured in terms of the relationship between the level of satisfaction and the
price. We cannot assess the price, but with a pharmacy that has a single large outlet but which is open 24 hours a day and all stock is held at
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