Military pharmacy looks to TQM to satisfy its customers

Article Abstract:

The military pharmacy in an undisclosed Air Force base received numerous complaints from customers about long waiting times to fill new prescriptions. An investigative group studied the problem and developed recommendations based on total quality management principles to improve customer services. The recommendations included job specialization, overlapping work schedules, task standardization and job rotation. It also included the establishment of additional pharmacies to reduce congestion in the main pharmacy and the construction of more accesible prescription drug pick-up points within the base.

Pharmacies and Drug Stores, Drug Stores, Services, Drugstores, Military bases

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How reengineering transforms organizations to satisfy customers

Article Abstract:

Reengineering is an integrated approach which involves the human, work process and technological dimensions of an organization in rethinking, redesigning and retooling its structure. The basic principles of the technique is to make the customer the point of reference for change, refer to organizational goals to design work proceses and consider front-line performance when restructuring support systems. Involvement and participation of line managers and workers in the design, implementation and training is necessary to ensure the reorganization's effectivity.

Organizational change, Participatory management

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Reengineering the performance appraisal

Article Abstract:

The role of the performance appraisal in a total quality management structure is considered. It is concluded that human resource managers must develop evaluation and reward systems that a regarded as fair by the company's employees.

Employee Evaluation, Employee performance appraisals, Performance appraisals

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