Improving Customer Service in

Sunpharma Pharmacies

Group 8 HR C
Kunal Kansara H16144
Madhurima Bhattacharya H16146
Nikhil Srivastav H16155
Shuchi Singh H16169
Utkarsha Srivastava H1617
1.
ABOUT THE
COMPANY
Introduction
 Sun Pharmaceuticals

Beginning What they do

first retail pharmacy opened in WORLD's 4th LARGEST Specialty
1998 Generic PHARMACEUTICAL
COMPANY

Next Step Departments

selling off the company in 27 corporate employees in
2009 departments of purchasing, finance,
marketing, human
resources and operations

Employees Current
Sunpharmas 203 pharmacy Number of pharmacies in Slovakia
Employees present in 35 high
pharmacies
 Situation Analysis

Highly competitive industry Organizational culture

environment environment friendly

Large self-service section

where pharmacists assist
Mystery shopper visits
in selection of both
conducted
prescribed and self-service
products

some imperfections in
Recruiting a major source
sales and communication
of concern
skills of pharmacists
observed
 Problem Statement

Problem 1 Problem 2
For improved effectiveness For the new open-space,
and employees productivity, self-services model,
identifying the most identifying the best way to
important factors to teach soft skills to
increase the pharmacists who otherwise
competitiveness of the had great technical
company knowledge
Step 1 Recommendations

Step 2

Step 3

Step 4
Training needs Competency Mix of On-the-
assessed framework job & classroom
Nomination for
through created sessions. Train
training based
mystery considering the on role vs the responsible
shoppers data, needs competency pharmacist- he
supplemented assessment mapping would train the
by customer data and
other
feedback statutory
collected from compliance pharmacists in
pharmacies requirements that store

Additional Measures
Evaluation: Technical- Level 2 Collaboration with universities- curriculum
Step 5

of Kirk Patrick's (through development suiting the needs of the job ;

pretest-posttest). Behavioral- Education Sponsorship program with a
through NPS score from bond to join the company after graduation-
customers- start measuring results in better and suitable talent
after two months of trainings acquisition, reduce future training needs