Related Experiment Videos
APOM-project: managing change to the customer in community pharmacy practice
M P Mobach1, J van der Werf, T F Tromp
1Faculty of Management and Organization, University of Groningen, The Netherlands.
Pharmacy World & Science : PWS
|November 7, 1999
Summary
Community pharmacy managers struggle with setting goals and using performance metrics. They need practical tools for customer-focused management and balancing financial goals with patient care to improve organizational control.
Area of Science:
- Pharmacy practice
- Healthcare management
- Organizational behavior
Background:
- A Ph.D. study on Pharmacy, Organization and Management (APOM) commenced in the Netherlands in 1994.
- This research focuses on the final phase, examining managerial challenges in community pharmacy practice.
Purpose of the Study:
- To investigate managerial problems encountered during customer-centric changes in community pharmacies.
- To explore differences in management challenges between supported and independent pharmacy managers.
- To identify needs for improved organizational management tools in community pharmacy.
Main Methods:
- The study describes the final phase of a Ph.D. research project.
- It analyzes managerial issues related to customer orientation and organizational support structures.
- Qualitative insights into the experiences of pharmacy managers are presented.
Main Results:
- Pharmacy managers face difficulties in formulating and implementing objectives, norms, and performance measurements.
- External organizations in the pharmaceutical sector offer limited practical support for these managerial issues.
- Minimal differences were observed between supported and independent pharmacy managers regarding customer-focused changes.
Conclusions:
- Community pharmacy managers require practical micro-instrumentation, including goal-setting, norm development, and monitoring tools for customer-related activities.
- Effective management necessitates addressing the inherent tension between financial objectives and patient care to enhance organizational control.