Manage pharmacy sales and service delivery

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIRCCPM004, 'Manage pharmacy sales and service delivery'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage pharmacy sales and service delivery' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop and implement quality customer service practices.

1.1.Obtain and analyse information on customer service needs and expectations.

1.2.Develop documented policies and procedures for quality service provision and communicate to pharmacy staff.

1.3.Maintain adequate resources for optimum customer service provision according to budget allocation.

1.4.Seek and use feedback from customers to improve service.

1.5.Encourage team members to take responsibility for meeting customer requirements.

1.6.Resolve customer complaints referred by team members using conflict resolution and communication techniques.

1.7.Monitor customer service in the workplace to ensure standards are met.

1.8.Assess the effectiveness of customer service practices.

1.9.Identify systemic customer service problems and adjust policies and procedures to improve service quality.

2. Monitor, maintain and improve sales.

2.1.Determine sales targets and ensure consistency with pharmacy values, objectives and business plan.

2.2.Clearly communicate sales targets and periods to staff.

2.3.Monitor sales data, provide feedback to staff and adjust sales targets according to operational constraints.

2.4.Develop and provide current and accurate sales records to relevant personnel and act on relevant reports.

3. Monitor supply of goods.

3.1. Maintain accurate records of suppliers and stock availability.

3.2.Identify and communicate market factors affecting supply of medicines and products to relevant personnel.

3.3.Take immediate corrective action for potential or actual problems with supply.

3.4.Identify and recommend new supplier arrangements to maintain and improve sales and service delivery.

4. Maintain, monitor and improve work operations.

4.1.Assess current workloads, and schedule work to maximise sales and service efficiency and quality.

4.2.Assist staff in prioritisation of workload through supportive feedback and coaching.

4.3.Monitor efficiency and service levels through close contact with day to day operations.

4.4.Identify sales and service problems and take immediate operational action to rectify.

4.5.Proactively consult with colleagues about systemic ways to improve efficiency and service levels, including potential for new technologies and other innovations.

4.6.Identify and recommend potential improvements to business processes and systems.