2015 innovation and business industry skills council

© 2015 Innovation and Business Industry Skills Council Ltd | Modified 04Aug16 1
st
edition version: 2
Page 16 of 33

Assessment Task 1 BSBLDR403 Lead team effectiveness
Fernwood Pharmacy Business Plan
Fernwood Pharmacy is an innovative, professional business tailored for
the rural demographic. Fernwood Pharmacy is an innovative company
that was established by three registered pharmacists.
Fernwood provides tailor-made services for the immediate community
and for those more remote areas in Australia where health services are
deteriorating and the opportunity for business growth exists. This is
achieved by compounding specialist lines, and promoting this type of
care to consumers and health prescribers, including doctors, dentists
and other health care professionals. Fernwood values innovation and this
is reflected by its focus on the diverse roles of a pharmacist, with the
objective of strong returns for its shareholders.
1.1 Objectives
The objectives for the first three years include the following.
●
Enhance community understanding about compounding pharmacy
and its services.
●
Increase the number of customers by more than 30% per year.
●
Develop a business that survives off its own cash flow.
●
Initiate and facilitate a community committee by the end of the first
year of business.
●
Make Fernwood Pharmacy the leading pharmacy in Western
Australia by offering knowledgeable and professional customer
service. Customer service will be measured through repeat
business (our goal is that 70% of our customers will return within
six months for an additional purchase).
1.2 Mission
Fernwood Pharmacy will:
●
be the pioneers of individualised health care for rural communities
in Western Australia
●
strengthen relationships with our local health care professionals
and other health care facilities in order to gain greater community
presence as the destination rural compounding pharmacy
●
be recognised as the leading rural compounding pharmacy as we
expand our business into other rural regions of Australia
●
employ innovative strategies to attract and retain talented staff in
order to maintain a professional and positive work culture
●
strengthen community ties by way of a community liaison
committee and participation in community events.
© 2015 Innovation and Business Industry Skills Council Ltd | Modified 04Aug16 1
st
edition version: 2
Page 17 of 33

Assessment Task 1 BSBLDR403 Lead team effectiveness
Your project, should you choose Fernwood
Pharmacy:
You are the team leader of a team of market research consultants.
Fernwood Pharmacy has employed your organisation to create a customer
satisfaction survey for their company.
The following chart displays the organisational structure of your company,
Southbank Market Research.
Your team must provide the following:
●
a tailor-made customer satisfaction survey consisting of ten
questions. Please provide one A4 copy in printed format as a sample
for viewing.