PHRX4050%200919%20hr%202%20Products%20%26%20Services-1

PHRX4050%200919%20hr%202%20Products%20%26%20Services-1 -...

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Managing Products & Services PHRX 4050 Hour 2, Monday September 19, 2011 1
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Class Objectives Differentiate between products and services Discuss challenges to the implementation and development of services 2
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Typical Pharmacy Outputs* Filling medication orders Compounding OTC Medications Nutritionals DME/sports med Information MTM HBA/Cards/gifts Drug regimen review Counseling LTC medications Convenience pkg. Drug interaction screening Delivery +/- 3
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Opportunities exist to decide what products or services will be offered Focus on adding value to the inputs Serve “customers” External Patients Internal Physicians, nurses and health care professionals 4
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Services 3 general Service “types” Customer Service Improve customer’s experience Product Services Linked to a product to add value and thereby enhance sales Service Product A service that is independent of tangible offerings and can be consumed separately 5
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PHRX4050%200919%20hr%202%20Products%20%26%20Services-1 -...

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