Topics: Customer service, Malcolm Baldrige National Quality Award, Quality management system Pages: 7 (995 words) Published: December 27, 2012

AM/NOV 2005/ADM510




INSTRUCTIONS TO CANDIDATES 1. This question paper consists of two (2) parts : PART A (3 Questions) PART B (4 Questions)

2. 3. 4 5.

Answer all questions from PART A and three (3) questions from PART B. Answers to all questions must be written in the Answer Booklet. Start each answer on a new page Do not bring any material into the examination room unless permission is given by the invigilator. Please check to make sure that this examination pack consists of: i) ii) The Question Paper An Answer Booklet - provided by the Faculty

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO This examination paper consists of 6 printed pages © Hak Cipta Universiti Teknologi MARA




AM/NOV 2005/ADM 510



Skilled Care Pharmacy, located in Mason, Ohio, is a RM25 million privately held regional provider of pharmaceutical products delivered within the long-term care, assisted living, hospice and group home environments. The following products 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 Skilled 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

delivered to the right patient at the right time. Moreover, depending on the environment being served, different medication dispensing methods may be used such as vials, multidose packaging or unit dose boxes. Also, depending on the customer 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 quality success across all levels of customers, Skilled Care adopted the following

quality policy statement:
Services and products that meet or exceed both our internal and external customers' expectations, leading to complete customer satisfaction and resulting in people working together to enhance the lives of those served.

© Hak Cipta Universiti Teknologi MARA





Skilled Care's employee population includes 176 culturally diverse associates committed to a substance-free workplace. The team includes associates with all levels of educational training representing many of the following disciplines: pharmacists, pharmacy technicians, medical data entry, accountants, billing specialists, nurses, human resources, sales/marketing, purchasing, administrative and administrative assistance, delivery, customer service representatives and IT certified personnel. At times, multifaceted work

teams are formed through cross-functional approaches to complete the task(s) at hand. Skilled Care's deliverables are generated from its sole 24,000-square foot location in Mason,

Ohio. The pharmacy, which is open 24 hours a day, 365 days a year, is secured by a Honeywell alarm system. The company's primary technology rests within its pharmacy software, Rescot. This system enables Skilled Care to process bill and generate pertinent data critical to the overall operations of the company. Other partnerships have also been

established within Skilled Care's multidosed packaging capabilities and wholesaler purchasing interface.

SCP utilizes the Internet for publishing pertinent information and news as well as...
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