Military pharmacy looks to TQM to satisfy its customers
作者:
Anthony Scheldt,
Gordon M. Amsler,
期刊:
National Productivity Review
(WILEY Available online 2006)
卷期:
Volume 14,
issue 2
页码: 47-56
ISSN:0277-8556
年代: 2006
DOI:10.1002/npr.4040140207
出版商: John Wiley&Sons, Ltd.
数据来源: WILEY
摘要:
AbstractThis article describes a study of problems with the operation of a military base pharmacy. The investigation was accomplished using statistical quality control and operations management tools, including Pareto analysis, survey techniques, and layout analysis. An analysis of customer complaints showed that the time to fill new prescriptions was the major cause of customer discontent. A process action team (PAT) approach was used to ensure that recommended solutions were compatible with local resources.
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