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KPA CONGRESS 19th May, 2012
PHARMACY ‘BUSINESS MANAGEMENT IN A RECESSED ECONOMY
A PRESENTATION BY CAREER TRAINING CENTRE (CTC)
• Incorporated in 1992 as a specialist training provider in Career Development and Business Management
• Have provided training to corporates, NGOs and individual clients;
– Kenya Airways– UNICEF – International Organization For Migration (IOM)– Mumias Sugar– Caltex
Location:Purvi House, Mpaka Road , WestlandsTel: 020-4446287/4446297/2499194Email: [email protected]
ISSUES FACING THE PHARMACEUTICAL INDUSTRY
• The pharmaceutical industry is becoming more demanding, sophisticated and competitive with a number of pharmacy businesses facing tough business challenges
– Increased competition– Low business– Procurement: Generics/counterfeit– Price undercutting– Personnel qualification – Business management style– Alternative medication– Industry requirements
• Clients are getting more enlightened, sophisticated, demanding and choosy about which pharmacy outlet to spend their money. There are more choices of outlets
• Staff Challenges: Generation, Technology, Career progression
PROFESSIONAL ISSUES
• Pharmaceutical professionals usually join the industry while lacking the necessary soft skills to handle clients i.e. customer appreciation, communication, presentation, up-selling , counseling etc.
• Pharmaceutical professionals lack training in work ethics and etiquette
• Training curriculum mainly covers technical knowledge & skills and very limited emphasis on soft & business management skills
• Pharmaceutical professionals lack the necessary career development skills i.e. CV writing, Interview techniques, job search
WAY FORWARD
• Pharmaceutical professionals must develop the best technical and soft skills, strategies techniques and business management skills to ensure that every customer experience is a memorable one to guarantee business sustainability and growth
• Business Diversification– Home delivery– Technology/Phone – Membership schemes– M-pesa– CRM
SUGGESTED SOLUTIONS
• Pharmacy Training institutions should introduce soft skills in the Pharmaceutical training program
• Pharmaceutical professionals must be equipped with the with the necessary soft skills to e.g. – customer care– Communication & presentation skills– Selling & up-selling– Work ethics & etiquette
• Empower new graduating Pharmaceutical professionals with career development skills
– CV & Application letter Writing – Interview techniques,– job search skills
SUGGESTED SOLUTIONS – CONT.
• Kenya Pharmaceutical Association (KPA) should consider strategic partnership with training solution providers to offer certified programs in soft skills for Pharmaceutical professionals
• KPA should consider assisting new graduating Pharmaceutical professionals in placement for internships/jobs
SUGGESTED COURSES
• Customer Service Excellence• Essential Selling & Up-selling skills• Work Ethics & Etiquette• Communication & Presentation Skills• Career Development Skills• Entrepreneurship/ Intrepreneural Skills
CONSEQUENCES OF UNTRAINED SOFT SKILLS
• Poor Customer Service • Poor customer retention• Bad reputation/image• Drop in sales/profits• Business stagnation/decline• Poor relationship with customers, colleagues
and other stakeholders
BENEFITS OF TRAINING
• Delighted Customers• Good interpersonal relationships • Motivated Staff/team• Successful business operation/growth• Profitability
CONCLUSION
• As a policy, KPA should insist on members to undergo soft skills & business management training
• KPA to assist members in identifying credible training providers
• Training will help members to be well rounded professionals able to excel in their professional career and also personal growth
• Career Training Centre (CTC), a specialist provider of training in soft skills & business management is willing to partner with KPA to develop training curriculum and implement the same to members
• The training should be provided through workshops and regular continuous/ scheduled courses delivered at CTC or other agreed venue
