亚洲社会药学

关键词: pharmacy quality control circle, retail pharmacy, satisfaction, customer management

Abstract: Objective To study the effect of quality control circle (QCC) activities on customer satisfaction of retail pharmacies so as to improve the level of customer management. Methods After choosing the theme of improving customer satisfaction research (CSR) in pharmacies, Gantt chart, questionnaire, fishbone diagram and other tools were applied in the “endeavor circle” to find out the factors affecting the theme. Then corresponding countermeasures were made and implemented to verify them in different stages. Meanwhile, the radar map and other technologies were used to compare the changes of CSR and circle members’ growth before and after the activities. Results and Conclusion Sales clerk’s lack of drug knowledge, serious shortage of drugs, incapability of establishing a good relationship with customers and the lack of after-sales service were identified as the main factors. After implementing corresponding countermeasures, the target achievement rate was 116.12%, and the progress rate was 19.02%. Besides, customer satisfaction increased from 79.54% to 94.67% and the team growth value of circle members increased from 3.29 to 5.83, with significant tangible and intangible effects. QCC activities in retail pharmacies can not only standardize pharmaceutical service mode, but also improve the overall competence of sales clerks. The key factors and management methods for CSR improvement obtained from QCC activities will provide reference for the customer management of retail pharmacies.

Key words: pharmacy quality control circle, retail pharmacy, satisfaction, customer management