17 May 2013

Sweden: Oriola AB starts using DB Schenker real-time temperature monitoring system

DB Schenker has introduced a monitoring system that allows following the temperature of delivered goods in real time via computer. „Our new monitoring system is a contribution that, among others, pharmaceutical industry sees as something very positive,“ said Mats Grundius, the Head od Division Land within Schenker AB. All the daily deliveries of DB Schenker to Sweden's 1 350 pharmacies are monitored by the new system which follows temperature throughout whole transport chain.

Oriola AB is one of the first among DB Schenker’s clients to use the system. „The quality in our service is not a means for competition, it is a prerequisite for handling goods in our work. Cooperation with DB Schenker and the possibility of traceability on the delivery level and temperature monitoring in real time is an important part for guaranteeing quality throughout whole our distribution chain. We are very pleased to be among the first of DB Schenker’s customers to use the new monitoring system,“ said Susanne Regestam, Quality Manager at Oriola AB.

Intelligence reporting by Global Intelligence Alliance

Original article on Trailer.se in Swedish language

2 May 2013

Russia: Stary Lekar and 03 nominated for HR-brand 2012 award for introducing customer service standards

The project on creating and introducing standards for customer service at the pharmacy chains Stary Lekar and 03 has been running already two years and now is nominated for the HR-brand 2012 award. The authors of the project highlight that the most important tasks - “painless” integration of both chains and increase in turnover – have been met during the implementation.

According to Elena Pakulicheva, HR manager at Oriola-KD, the year of 2010, when the project was initiated, was a very difficult time for pharmacies. The changes in taxation and the emergence of vital and essential medicines list with price restrictions made it difficult for pharmacies to profit and survive. The Stary Lekar and 03 were no exceptions. “One way to increase sales was to improve the service quality in pharmacies,” says Inara Korenevskaya, the training department manager at Oriola-KD. “At the time both chains had different corporative standards and it was necessary to create and introduce one standard of customer service for both chains,” she adds. The company set clear objectives, as well as rules for employees, highlighting what is to achieve and how each employee can be involved.

The general idea in creating the standards was the focus on customer’s needs and quality consultation rather than on the need of pure selling. The basis of the service standards was laid down by the patterns of behavior by most successful pharmacy employees, who repeatedly had shown excellent results. The introduction of new standards was tested in different pharmacies and the system was constantly improved. Since the start of the training of staff in April 2011, more than 1,000 employees had been trained, including pharmacy managers.

Elena Pakulicheva notes that the moment the standard introduction program was fully operational, the sales numbers increased significantly. In addition, the unified standards now allow rotating of the personnel between pharmacies freely, the transparent system has increased the loyalty of employees, and there was no need for the company to invest large sums in order to implement the project.

Although some pharmacies still need the improvement and the work on the introduction of standards is continuous, the level of service quality in Stary Lekar and 03 had been rising. According to Elena Pakulicheva, the company is very proud with the project as it had not only improved the connection with customers, but also has created a feeling of solidarity within the company.

Intelligence reporting by Global Intelligence Alliance

Original article on Pharmpersonal in Russian language