Operations & HR Services

POS Operations Optimization:
Personnel Tasks, Training & Monitoring


On going service

/ POS Operations
Optimization:

Personnel Tasks, Training & Monitoring

Ongoing collaboration to monitor & organize the internal operation of an existing pharmacy, of any size, through initial & ongoing restructuring of administrative & service tasks. Continuous monitoring & observation of applied procedures for necessary optimization, as well as providing of targeted individual & group training to operating personnel.

/ Objective /

  • Structured function based on the organization chart
  • Quality and customer service time management
  • Time & risk management of supporting processes
  • Managing the hierarchy of human resources
  • Separation of positions of responsibility and duties
  • Definition & clarity of duties
  • Assign tasks to employees based on proven skills
  • Addressing the risks of providing services to the public
  • Highlighting of reinforced areas & benefits
  • Identification of employees under a purpose & cohesion (unifying behaviour)
  • Employees’ satisfaction & reduction of resignation risk
  • Protection of business interests
  • Trained management & operation team

01/ Evaluation

Initial & afterwards repeated evaluation-report of the pharmacy’s profile, of the people surrounding it and of the quality of the tasks.

Αdministration

  • Owner’s business vision & the role of the personnel in it
  • Owner’s satisfaction in running the business
  • Owner’s knowledge level in human resources management
  • Establishing business core values
  • Management & managers profile – organization chart

Personnel

  • Behaviour, motivational style, job satisfaction & personnel commitment
  • Staffing skills, roles & duties
  • Level of handling internal processes (frontline & back-office processes)
  • Personnel style, image & behaviour
  • Quality of customer service
  • Internal Communication level & Team spirit

02/ System Design (Redesign) & Implementation

Initial design & afterwards optimization of the quality management of the internal processes system, taking into account the customized image of the pharmacy.

  • Organization chart and hierarchy levels
  • Description of duties for managers, executives and personnel
  • Separation of responsibility and execution tasks
  • Definition of team spirit during working hours
  • Definition of time and quality sequence of tasks
  • Report of surplus or deficit jobs
  • System redesign & redefinition of existing or new employees’ duties

03/ Monitoring

Continuous support to managers & personnel to optimize quality of operations.

  • Consulting on personnel strengths and weaknesses
  • Development of internal monitoring system to control the personnel & the procedures implemented by managers
  • Guidance of personnel on applied procedures
  • On-site observation at the pharmacy for quality control & data collection
  • Comparison of data & findings with previous observations & collected data from internal audit
  • Designing new job positions

04a/ Management Training

Individual targeted training of executives in the organization of internal administrative functions.

  • Management and supervision of the customer service: Drug prescription, lab and free sales
  • Products organizing: Orders, deliveries, storage and shelves replenishment
  • Financial and quality crisis management with clients
  • Control and deposit of insurance funds prescriptions
  • Financial transactions and backlogs
  • Personnel Training Management
  • Organizing personnel shifts, working hours and days off

04b/ Operations Training

Individual & Group Targeted Training in Procedural Operational Flow Tasks in Customer Service Areas.

  • Online drugs prescription
  • Online supplies prescription
  • Handwritten insurance fund prescription for immunotherapy vaccines
  • Progress update of prescriptions/orders
  • Medicines lending
  • Pending issues management
  • Free Sales
    • Medicines & drugs/quinolones
    • Over the counter (OTC) products
    • Parapharmaceutical categories

Individual & Group Targeted Training in Procedural Operational Flow Tasks in Customer Service Areas.

  • Laboratory formulations support
    • Galenical preparations on prescription
    • Galenical preparations on an insurance fund prescription
    • Homeopathic preparations
  • Pharmacy Services
    • Diagnostic Services
    • Use of diagnostic and medical devices
    • Nursing services and primary healthcare
    • Beauty and skincare guidance

/ Methodology

The permanent collaboration between pharmacy’s managers, staff and the consulting team is carried out through a specific methodology.

  • Collection of evaluation data through discussion & questionnaires
  • Individual & group meetings-interviews
  • On-site observation of personnel
  • Textual reports of evaluation results, duties & descriptions
  • Flow & Hierarchy Charts
  • Tables of results
  • Phone and e-mail chat
  • Online project management software for the effective collaboration between parties

/ Result /

  • Συντονισμένη διοίκηση & οργανωμένη ομάδα εκπόνησης καθηκόντων
  • Αποτελεσματική & ποιοτική εξυπηρέτηση πελατών
  • Περιορισμός χρόνου, λανθασμένης διαχείρισης & κινδύνων σε εκπόνηση καθηκόντων & πράξεων
  • Επίγνωση σημείων επιμόρφωσης/εκπαίδευσης προσωπικού μέσω συστημικής καταγραφής
  • Ταύτιση εργαζομένων με την επιχειρηματική στρατηγική του φαρμακείου
  • Βελτιστοποίηση οικονομίας & κόστους λειτουργίας
  • Ανάδειξη διοικητικού προφίλ & ευκολία μετάδοσης αρμοδιοτήτων