Operations Management

Question 2

What is the MOST challenging component of managing a pharmacy’s operations?

Answer 2

Human resources

Question 3

What is command intent?

Answer 3

1. Describes what the desired outcomes in the relation to currnt mission
2. Focuses on endpoint

Question 4

What are the four basic questions you should focus on for operations management?

Answer 4

1. What must be done right now
2. Who needs to be doing it
3. What resources do they need
4. When is the work finished

Question 5

What are the decisions for operations managers?

Answer 5

1. Designing goods and services
2. Process strategies
3. Managing quality
4. Location strategies
5. Layout strategies
6. Human resurces
7. Scheduling
8. Supply chain management
9. Inventory management
10. Maintenace

Question 6

The is the function of operation managers?

Answer 6

They are the connecting bridge between executive management and frontline employees

Question 7

What are the operational goals for a pharmacy manager?

Answer 7

1. Improving the speed and efficiency of patient service
2. Offering more services to patients
3. improving the knowledge of healthcare team members

Question 8

What is the difference bettwen production vs knowledge worker?

Answer 8

Production: optimized to control every process step = identcal products, consistent quality
Knowledge: Revolve around customer ervice = different end-product, depending on customer

Question 9

What are the principles of human sigma?

Answer 9

1. You cannot measure and manage the employee and custor experience as separate entitites
2. Emotion frams the employee customer encounter
3. You must measure and manage the employee customer encounter at a local level
4. quantify and summarize the e-c encounter in a single performance measure
5. improvement requires deliberate and active intervention through attention

Question 10

What is the difference between six sigma and human sigma?

Answer 10

Six: elimintate defect, high quality and identical products, follow a script, waize copayment

Human: customer service, differnet outputs, deeper connections, empathize outcomes

Question 11

What is the difference betwen rational and emotional satisfied customers?

Answer 11

Rational: Those who can logically justify service is satisfactory
Emotional: Feel a strong emotional commitment to the company and people who give them excellent service

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