| Summary: | 碩士 === 高苑科技大學 === 經營管理研究所 === 94 === Facing the trend of information dependence and globalization, and the huge transformation of the medical environment in the last few years, the chain pharmacy in Taiwan needs more than the professional skills of pharmacists in order to compete with other chain pharmacies in Taiwan and overseas. Apart from using models such as strategic alliances, combined purchasing, integration and leaguing together by practicing pharmacists for obtaining the benefit of economy of scale, what are other business management technologies that could be used to elevate the business achievement will be a question worthy of discussion.
The present study aims to conduct qualitative research for a chain pharmacy in Taiwan, and discuss the outcome for elevating business achievements using information technology (IT) tools such as point of sale (POS), customer relationship management (CRM), and enterprise information portal (EIP). The study data were collected from the in-depth interviews of “case study”, and analyses were conducted through referring literatures such as journals, theses, and monographs in Taiwan and overseas. Aside from the in-depth discussion concerning systems such as POS, CRM, and EIP, the present study also used the secondary information collected from the practical experience and applications of the case study company to prove relevant theories.
The following conclusions were drawn from the study: (1) IT has become an indispensable management tool for the chain pharmacy. (2) The comprehensiveness and innovation of the use of IT tools have become one of the keys for the chain pharmacy to succeed. (3) After the IT system analysis and integration, the data collected by the POS system could be further applied on the CRM and lead to the expected benefit and elevation of business achievement. (4) The website concerning the company information brings a certain level of the expected benefit on aspects of internal knowledge management, employee training, customer service, cooperating companies and cooperating partners. (5) The use of IT tools by the chain pharmacy has actually elevated the customer service quality and the customers’ loyalty, which leads to the creation of lifetime value of the customers, and the reduction of company service costs.
Lastly, it is with hope that the present study would help company owners in terms of business management, as well as to serve as a reference for further studies.
Keywords: chain pharmacy, POS, CRM, EIP, IT
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