Pharma System Change

Professional Certificate in Management B615

Report Title:

Analysis of information problem within Pharmaceutical company using a Fishbone Diagram, Input-Transformation-Output process and the Pareto Principle, and recommendations for amendments to the current process.

The analysis focuses on amendments to customer rebates - an information system that is not well designed.

CONTENTS:

Page Number

1. Background Details – Change Management

0. Background Description& Information Problem 3

1. Stakeholders Involved / Affected 4

2. Analysis of Information Problem 5

3. Conclusions 8

4. Recommendations 8

5. Advantages, Disadvantages & Implications 9

6. References 10

1. Report Detail – Information Problem

1.0 Background & Problem Description:

PHARMEXXX is a provider of Pharmaceutical healthcare products and services to pharmacy, hospitals and doctors in the UK.

This report details an issue with PHARMEXXX’s customer rebate management systems, with particular focus on problems with the system for making changes to customer rebates.

The company purchase product from manufacturers at a discounted rate from the price set by the government for all prescription items known as the ‘drug tarrif’.

Customers are paid retrospective discounts (aka rebates) on a monthly basis, in addition to normal discounts they receive on their statement. The problem identified is that information being used by the rebates team and sales force to calculate these rebates is often incorrect.

For customers where margins are determined by the rebates, this critical area of their business is usually the reason they choose to trade with PHARMEXXX. The customer expects to have their rebates paid correctly and on time.

Customers are not currently receiving accurate information within specified...