Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRCCPM004 Mapping and Delivery Guide
Manage pharmacy sales and service delivery
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SIRCCPM004 - Manage pharmacy sales and service delivery |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve pharmacy sales and service delivery. It requires the ability to develop and implement quality customer service practices; determine and monitor sales targets; monitor supply arrangements and work operations for productivity.This unit applies to retail, front of pharmacy and other managers working in community pharmacies. They work with significant autonomy and are responsible for making a range of management decisions across single or multiple pharmacy outlets.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be: an industry workplace a simulated industry environment. Assessment must ensure use of: information technology hardware stock control and sales data software currently used by the community pharmacy industry the following documents which can be: sales target documents sales reports information on negotiated cost of supply, contractual arrangements and preferred supplier arrangements customer service and complaint resolution policies and procedures specifications for quality of supplier merchandise customers and team members with whom the individual can interact; these can be: customers and staff in an industry workplace; or individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and: have worked in the pharmacy sector for at least two years. |
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Prerequisites/co-requisites | |||
Competency Field | Community Pharmacy Management |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Develop and implement quality customer service practices. | ||||||||
Element: Obtain and analyse information on customer service needs and expectations. | ||||||||
Element: Develop documented policies and procedures for quality service provision and communicate to pharmacy staff. | ||||||||
Element: Maintain adequate resources for optimum customer service provision according to budget allocation. | ||||||||
Element: Seek and use feedback from customers to improve service. | ||||||||
Element: Encourage team members to take responsibility for meeting customer requirements. | ||||||||
Element: Resolve customer complaints referred by team members using conflict resolution and communication techniques. | ||||||||
Element: Monitor customer service in the workplace to ensure standards are met. | ||||||||
Element: Assess the effectiveness of customer service practices. | ||||||||
Element: Identify systemic customer service problems and adjust policies and procedures to improve service quality. | ||||||||
Element: Monitor, maintain and improve sales. | ||||||||
Element: Determine sales targets and ensure consistency with pharmacy values, objectives and business plan. | ||||||||
Element: Clearly communicate sales targets and periods to staff. | ||||||||
Element: Monitor sales data, provide feedback to staff and adjust sales targets according to operational constraints. | ||||||||
Element: Develop and provide current and accurate sales records to relevant personnel and act on relevant reports. | ||||||||
Element: Monitor supply of goods. |
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Element: Identify and communicate market factors affecting supply of medicines and products to relevant personnel. | ||||||||
Element: Take immediate corrective action for potential or actual problems with supply. | ||||||||
Element: Identify and recommend new supplier arrangements to maintain and improve sales and service delivery. | ||||||||
Element: Maintain, monitor and improve work operations. | ||||||||
Element: Assess current workloads, and schedule work to maximise sales and service efficiency and quality. | ||||||||
Element: Assist staff in prioritisation of workload through supportive feedback and coaching. | ||||||||
Element: Monitor efficiency and service levels through close contact with day to day operations. | ||||||||
Element: Identify sales and service problems and take immediate operational action to rectify. | ||||||||
Element: Proactively consult with colleagues about systemic ways to improve efficiency and service levels, including potential for new technologies and other innovations. | ||||||||
Element: Identify and recommend potential improvements to business processes and systems. | ||||||||
Element: Develop and implement quality customer service practices. |
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Element: Monitor, maintain and improve sales. |
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Element: Monitor supply of goods. |
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Element: Maintain, monitor and improve work operations. |
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