Kim Alexis D.

Teposo

BSF 2A

9:00-10:00A MWF

Nov. 17, 0214

Case 1: SKILLED CARE PHARMACY

I. Problem Identification
Lack of skilled employees
II. Provide objectives

To provide fulfillment in the services they give.

To complete customer satisfaction.
To provide highly skilled employees.

III. Alternative course of action (ACA)

A) Implement appropriate education and training to the employees.
B) Focus on hiring highly skilled employees.
C) Provide statistical process and study the market and competitors.
IV. Analysis of the ACA
A) Advantages: Providing education and training to the employees can
improve the skills of the employees.
Drawbacks: There is a possible that the pharmacy will run out of time
because some competitors have the better skilled employees.
B) Advantages: The skilled care Pharmacy can empower their employees and
become more responsible and can make the right decisions.
Drawbacks: Those who are beginners dont have the chance to prove their
skills.

C) Advantages: The skilled care Pharmacy can monitor the run of the
business and can create a tactics to compete.
Drawbacks: The business may depend on what they observe and cant
decide on what they plan.
V. Conclusion
Skilled Care Pharmacy has the dedication and commitment to improve their
external and internal operations and commitment for continuous quality
improvement. Also, customer focus for the pharmacys target.

VI. Recommendation
They have to provide highly skilled employees to better serve the customers,
to meet customers expectation and satisfaction. Also, these help for the
Skilled Care Pharmacy to remain competitive in the market.

Case 2: A Tale of two restaurants

I. Problem Identification
Poor customer relationship management
II. Provide Objectives

To maintain the competitiveness of the business to the business world.

To have a good quality of food they serve.

III. Alternative course of action (ACA)

A) Survey customers to find out how important the ability to make special
requests is to customers, versus speeding up orders.
B) Implement computerized system.
IV. Analysis of the ACA
A) Advantages: It can help to create a great relationship to the customers.
Drawbacks:
B) Advantages: The implementation of computerized system can speed up
orders and eliminate delays.
Drawbacks: Malfunction of the systems may occur.
V. Conclusion
Tim Kellys restaurant their cost of production has gone because of
inconsistency of suppliers, their quality controls are not effective anymore.
While Jims steakhouse although not perfects but seems to have developed
much better supplier relations.
VI. Recommendation
To Tims restaurants he must have a system of customers relationship
management to know what customer wants and developed fair
compensation system that shows that he understands the basics of human
resources management.