Improvement of Order-Processing Process at a Pharmacy

Abstract

This project explored an improvement in the time that pharmacy employees took to find medicines from the back of the pharmacy. The Six Sigma´s DMAIC method (Define, Measure, Improve, Analyze and Control) was employed in order to find a root cause and a proper solution to the question of why customers were not satisfied with the speed of the order fulfillment. This research project attempts to minimize the medicine retrieval time by pharmacist assistants in a pharmacy. This is important because it will reduce the overall prescription fulfillment time, increase customer satisfaction, improve the organization and structure in the pharmacy, and enhance audit results since auditors care very much about a facility’s appearance. The pharmacy’s improvement in this study will be crucial in meeting its two overarching business goals: increasing profits by expanding its customer base through greater performance and exceeding the expectations of the government auditors by maintaining a pristine appearance. Key Terms — Customer, Layout, Pharmacy, Satisfaction, Waiting.