Question

1. Conduct a functional analysis of a Pharmacy's HR functions. Use the format for functional analysis below. Draw a S or a W for the firm from the functional analysis.

	R&D	Production, Operations	Marketing & Sales	Customer Service
Efficiency
Quality
Innovation
Customer Response

Answer 1

	R&D	Production, Operations	Marketing & Sales	Customer Service
Efficiency	High because many activities whether new or old depend on R&D. Ex- new medicines to be brought for a particular illness	Very High, High Demand leads to High Production, Demand & Supply are parallel to each other. Ex- timely delivery to client for online order	High, Many promotional activities performed for marketing a product or service and creating a brand recognition. With appropriate sales force tagrets were met successfully, ex- advertisement through social media sites and giving offers for online purchase of 20%	High, the customer service desk and marketing people should be able to solve clients problem and issues as soon as possible
Quality	Medium, the Research done might not be relevant everytime	High, the quality of product should be high and the operational techniques followed for packaging and delivery should be appropriate, ex- the medicines should not be expired	High, the Sales person or customer care person having direct contact with the client should be well trained, ex- A places order via MedLife App Customer Care. He called them and got the medicine noted down	High, the service provided to client on guiding them on certain medicine, to giving them proper knowledge of certain medicine shoul dbe done properly
Innovation	High, Different techniques, style, smart models, modern technology followed for R&D, ex- for a particular treatment or surgery new technique followed	Medium, New Technology should be adopted to cater with the modern market requirement. Customisation should also be available, ex- fast delivery can be made within 1 day of receiving the order with the help of local agents	Medium, many online medicine application or websites required doctors prescription for each and every order but in many cases for people who take regular medicine do not have such prescription. Once a prescription is feeded for a account it should automatically fetch the type of medicine required by the customer and not ask for it again	High, Different pamplets and brochures should be distriuted at various stores that will help clients to understand on certain surgery or operation or medicine
Customer Response	Medium, the product or service shared according to the Research & Development will be beneficial to customers or not, ex- the new medicine adopted with doctor consultancy cured the illness of the customer	High, based on the quality, packaging and delivery system , ex- highly satisfied with timely delivery	Medium, as client get irritated when asked for prescription each time they want to order medicine	High, Proper customer service will always result to high customer feedback. A happy client is an asset to the company and will always come back for further enquiry.

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