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Pharmacy World and Science

, Volume 21, Issue 5, pp 205–209 | Cite as

APOM‐project: managing change to the customer in community pharmacy practice

  • Mark P. Mobach
  • Jos J. van der Werf
  • Th. (Dick) F.J. Tromp
Article

Abstract

In 1994, a Ph.D.‐study started regarding pharmacy, organization and management (APOM) in the Netherlands. This article describes the final phase of the study in community pharmacy practice: managerial problems in change to the customer and the difference between supported pharmacy managers and independent ones. It appeared that pharmacy managers experienced problems with the formulation and use of aims, norms, and measurements. Although many organizations operating in the pharmaceutical sector are a good source for new ideas, they lack to have the proper support for these problems. The difference between supported and independent pharmacy managers was minimal in the change to the customer. Pharmacy managers are in need of micro‐instrumentalization: aims, norms, and monitor instruments for customer activities applicable at their own pharmacy. Moreover, pharmacy managers will have to learn how to deal with the tension between money and care in order to improve the 'grip' on their organization.

Community pharmacy Customer Management Organizational change Organization structure Pharmacy organization Pharmacy practice Soft Systems Methodology (SSM) Strategy Systems Theory Working organization 

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Copyright information

© Kluwer Academic Publishers 1999

Authors and Affiliations

  • Mark P. Mobach
  • Jos J. van der Werf
  • Th. (Dick) F.J. Tromp

There are no affiliations available

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