Identifying the Weak Points and Finding the Right Solution

Oct 13, 2025 by wbrum.org 146 views

Introduction

In today's fast-paced world, customer satisfaction is a crucial aspect of any business, including healthcare services. The Hayamwuruk Medical Center Pharmacy, an integral part of the Hayamwuruk Medical Center specialist clinic, aims to provide optimal services to its customers. One key factor in achieving customer satisfaction is the speed of the service process. However, an initial study conducted for 25 days revealed that the average time for handling a doctor's prescription, ranging from submission to payment, was 12 minutes 22 seconds, far beyond the target of 8 minutes set by management.

Identifying the Weak Points and Finding the Right Solution

Analysis of the service process revealed several factors contributing to the length of time of service, including:

Manual System: The absence of a computerized system in determining drug availability and calculating prices causes a complicated and time-consuming process.
Complicated Procedures: Long and complicated service procedures result in wasted time to complete each stage.
Ineffective Drug Arrangement: Unstructured drug arrangement, both based on the doctor's name and alphabet, results in wasted time to find the right medicine.
Low Technological Skills: Lack of expertise and understanding of information technology by workers hampers the optimization of the service process.
Irregular Room: Irregular and scattered rooms result in difficulties in accessing drugs and slowing down service flows.

To address these issues, the research team applied the Action Research approach to find effective solutions. A series of improvement steps were carried out in stages:

Implementation of Computerized Systems

The application of computerized systems for determining drug availability and calculating prices in real-time streamlined the process and eliminated wasted time.

Structured Drug Preparation

Drug arrangement based on the doctor's name and alphabet made it easy to search for drugs, thus speeding up service time.

Technology Training

Intensive training was given to workers to increase their understanding and expertise in using a computerized system.

Regular Room Management

Regular room management helped to maximize the effectiveness of the service process.

Amazing Results: Shorter Service Time

After going through the improve stage, the average time of service at the Hayamwuruk Medical Center pharmacy was successfully reduced until it reached the target of 8 minutes per consumer. This significant improvement was achieved through the optimization of the service process, including:

Cutting the Manual Process: Computerized systems eliminated manual processes such as checking drug availability manually and calculating drug prices manually.
Increasing the Efficiency of Drug Search: Structured drug arrangement based on the doctor's name and alphabet accelerated the search for drugs.
Improve Technical Expertise: Increasing the expertise of workers in using computerized systems and regular room management helped to maximize the effectiveness of the service process.

The Positive Impact that Feels

The acceleration of service time not only provided satisfaction to customers but also had a positive impact on the Hayamwuruk Medical Center pharmacy as a whole, including:

Increasing Customer Satisfaction: Shorter waiting time and faster service increased customer satisfaction, thereby increasing customer loyalty.
Improve Operational Efficiency: Improvement of service processes significantly increased the operational efficiency of pharmacies, increasing productivity, and minimizing resource waste.
Increasing Competitive Advantage: Hayamwuruk Medical Center Pharmacy could compete more effectively with other pharmacies by offering fast and efficient services.

Conclusion

The success story of the Hayamwuruk Medical Center Pharmacy in increasing service efficiency is a clear example that the improvement of structured processes can bring significant benefits. The application of information technology, optimizing procedures, and increasing expertise of workers is the key to success in creating faster, efficient, and satisfying services. Thus, Pharmacy Hayamwuruk Medical Center is not only a center for providers of drugs but also a symbol of excellent service, which is the pride of the specialist clinic in the Hayamwuruk Medical Center group.

Recommendations

Based on the findings of this study, the following recommendations are made:

Continuously Monitor and Evaluate: Continuously monitor and evaluate the service process to identify areas for improvement.
Invest in Technology: Invest in technology to improve the efficiency of the service process.
Provide Training and Development: Provide training and development opportunities to workers to increase their expertise and understanding of information technology.
Regular Room Management: Regular room management should be implemented to maximize the effectiveness of the service process.

By implementing these recommendations, the Hayamwuruk Medical Center Pharmacy can continue to improve its service efficiency and provide faster, efficient, and satisfying services to its customers.

Q: What was the initial problem faced by the Hayamwuruk Medical Center Pharmacy?

A: The initial problem faced by the Hayamwuruk Medical Center Pharmacy was the long service time, which averaged 12 minutes 22 seconds, far beyond the target of 8 minutes set by management.

Q: What were the main factors contributing to the long service time?

A: The main factors contributing to the long service time were:

Manual system
Complicated procedures
Ineffective drug arrangement
Low technological skills
Irregular room

Q: What approach was used to address the problems and improve the service process?

A: The Action Research approach was used to address the problems and improve the service process.

Q: What were the key steps taken to improve the service process?

A: The key steps taken to improve the service process were:

Implementation of computerized systems
Structured drug preparation
Technology training
Regular room management

Q: What were the results of the improvement efforts?

A: The results of the improvement efforts were:

Average service time reduced to 8 minutes per consumer
Manual process eliminated
Efficiency of drug search increased
Technical expertise improved

Q: What were the positive impacts of the improvement efforts?

A: The positive impacts of the improvement efforts were:

Increased customer satisfaction
Improved operational efficiency
Increased competitive advantage

Q: What are the recommendations for future improvement efforts?

A: The recommendations for future improvement efforts are:

Continuously monitor and evaluate the service process
Invest in technology
Provide training and development opportunities to workers
Regular room management

Q: Why is process improvement important for the Hayamwuruk Medical Center Pharmacy?

A: Process improvement is important for the Hayamwuruk Medical Center Pharmacy because it can help to:

Increase customer satisfaction
Improve operational efficiency
Increase competitive advantage
Enhance reputation and credibility

Q: How can the Hayamwuruk Medical Center Pharmacy continue to improve its service process?

A: The Hayamwuruk Medical Center Pharmacy can continue to improve its service process by:

Continuously monitoring and evaluating the service process
Investing in technology
Providing training and development opportunities to workers
Regular room management

Q: What is the long-term goal of the Hayamwuruk Medical Center Pharmacy?

A: The long-term goal of the Hayamwuruk Medical Center Pharmacy is to become a leading provider of healthcare services, known for its excellent customer service, efficient operations, and commitment to quality and safety.

Q: How can the Hayamwuruk Medical Center Pharmacy achieve its long-term goal?

A: The Hayamwuruk Medical Center Pharmacy can achieve its long-term goal by:

Continuously improving its service process
Investing in technology and training
Focusing on customer satisfaction and loyalty
Maintaining a commitment to quality and safety.