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 SIRCCPM502, 'Manage pharmacy sales and service delivery'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage pharmacy sales and service delivery' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Establish and respond to customer requirements.

1.1.Plan and develop strategies to enhance provision of customer service according to pharmacy policy.

1.2.Research and analyse customer needs in regard to pharmacy products and services, along with local demographic and cultural issues.

1.3.Resolve customer complaints referred by team members according to pharmacy policy.

1.4.Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.

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

1.6.Seek and use feedback from customers to improve future operations.

2. Monitor, maintain and improve sales and service delivery.

2.1.Implement, communicate and review policies and procedures for sales and servicedelivery on a regular basis.

2.2.Maintain adequate resources for optimum customer service provision and in line with relevant budget allocation.

2.3.Ensure sales and service targets and plans are consistent with pharmacy values, objectives and business plan.

2.4.Communicate sales and service targets and plans to relevant personnel according to implementation schedules.

2.5.Provide feedback to staff and take corrective measures to minimise factors that may disrupt operations.

2.6.Monitor and evaluate effectiveness of corrective actions for future operational planning.

2.7.Ensure current and accurate records on sales are available to authorised personnel and act on relevant reports as required.

3. Negotiate supply of goods.

3.1.Negotiate and implement arrangements with suppliers and communicate to relevant personnel.

3.2.Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.

3.3.Identify and communicate market factors affecting supply of pharmacy medicines or products to the pharmacist in charge and relevant team members.

3.4.Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.

3.5.Take immediate corrective action where potential or actual problems with supply are indicated.

3.6.Identify and develop new suppliers where relevant, to maintain and improve sales and service delivery.

4. Provide productive work environment.

4.1.Regulate and monitor staff access to and use of resources for maximum efficiency and sustainability.

4.2.Maintain staff work conditions to meet requirements of relevant agreements, legislation and pharmacy policy.

4.3.Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.

4.4.Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.

4.5.Communicate recommendations for improving conditions to relevant personnel within designated timeframe.

4.6.Maintain complete and accurate records and make them available to authorised personnel.