Sunpharma Group, a chain of drugstores in Slovakia, had lately come under new ownership, as well as the new CEO understood the requirement for better customer service in order for the company's growth strategy to be successful. The company had, as its stated strategic aim was to become a leading pharmacy chain in the market. Pharmacy training that was commonly practiced ,only addressed pharmacological and physiological concerns; therefore it was up to the organization to deal with customer service needs for its pharmacists and technicians. Results from mystery shopping, which investigated the quality of services in pharmacies in standard situations, emphasized the lack of interpersonal skills among pharmacy staff.
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
PUBLICATION DATE: January 01, 2012 PRODUCT #: NA0207-PDF-ENG
Related Case Solutions & Analyses:
Transforming Human Resources at Novartis: The Human Resources Information System (HRIS)
Tatev Revival Project
Adobo Connection
Central Parking Services Private Limited
The Geography of Poverty: Exploring the Role of Neighborhoods in the Lives of Urban, Adolescent Poor
Uncertainty, a Manager’s Natural Habitat
Dr. Benjamin Hooks and Children’s Health Forum
Note on the IT Services Industry
Katelyn Neilson, MBA (A)
The Indian Railways ‘Cash Cow’ – Profits or Safety? (B): Confidential Instructions for Gaurav Malik
