IMPROVING CUSTOMER

SERVICE IN
SUNPHARMA PHARMACIES
Submitted by:
Jayant Khurana H18144
Kartik Gupta H18145
Pentela Naga Santha Kumar H18156
Pranjul Rai H18157
Satyaki Chakraborty H18167
INDUSTRY ANALYSIS

Highly Competitive Individually owned pharmacies

Environment
Roughly one pharmacy for every 2,683 Most pharmacies not owned by any
Critical Success Factors
inhabitants parent company
1.Customer Service
Three largest chains: Dr. Max, Farmakol
group & Slovlek 2.Drug Availability

3. Cosmetic and Hygiene product

selection

Dearth of talent Legal constraints 4. Relationship Management by the

pharmacists

Emigration of pharmacists to other EU One pharmacy per license

countries for better salaries
One license or concession given to
Continuous upgradation in skill required ‘responsible pharmacist’
as per SCP regulations

2
 SITUATION ANALYSIS
Shift From Traditional to Self-Service Retail Model

TRADITIONAL SELF-SERVICE PROBLEMS WITH TRAINING

MODEL MODEL TRANSITION

• Less time per • Driven by • Insufficiency in detecting • Continuous training given to

customer to each interaction customers needs all pharmacy employees
pharmacist • Relaxed • Insufficiency in providing
• Pressure on environment- • Training focus:Vocational &
proper information to Technical
customers- Pharmacists can
Leading to loss of assist for customers ( products , price, • With change in pharmacy
opportunity for prescribed, non- programs) setting : Training should
selling additional prescribed and • Lack of personal approach include Communication &
products other products Interpersonal

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PROBLEM
STATEMENT
How to strategize an effective training system for employees to overcome all challenges which arose
due to change in pharmacy set up?

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 ALTERNATIVES

Interpersonal and
Maintain status quo Training for all the skills to communication training
the pharmacists to pharmacists

Training for all the skills Customized training for

to all the employees of the pharmacists basis the
the pharmacy budget allocated to
different pharmacies

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* According to a Survey
EVALUATION OF ALTERNATIVES
Ease in
Options Cost(0.3) Effectiveness(0.4) Total
implementation(0.3)
Maintain status quo 5 1 5 3.4
Training for all the skills to all
the employees in the pharmacy 1 5 1 2.6

Training for all the skills to only

pharmacists. 2 4 2 2.8

Interpersonal and
communication training for 3 3 4 3.3
pharmacists.

Customized training for the

pharmacists 4 3 4 3.6

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IMPLEMENTATION PLAN

Identification of pilot training to be departed basis the budget available per pharmacy

Sno. Training Budget (2% of revenue) Training

1 <170 EUR Sales training
2 170-300 Sales+ Communication
3 300-400 Interpersonal
4 >400 Interpersonal + Sales

Training to be departed to Deputy Pharmacists and Pharmacists in two phases respectively

Based on the feedback (self + mystery customers) and results of the pilot proposed, plan a standard training and
development program for the pharmacists and deputy pharmacists
THANK
YOU