Quality Management

Quality System Management

Dr Pavlos Stavrakakis

04/05/2010

Table of Contents

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Introduction

In quality audit report, author is trying to evaluate the strategic objective of the company which is in pharmaceutical logistic business name is Sigma Pharmaceutical Plc, Watford, UK. Author carried out quality audit at service department of the company to improve quality of services, to finding gap in different department respectively packing & dispatch, assembling, filler and Tele-sales department in standard level of company's customer services. Result of quality audit, author made recommendation and implementation with specific time frame work.

Company background

Sigma Pharmaceuticals provides medicines and medical supplies to the UK's pharmacies and hospitals. The company offers more than 4,000 product lines, focusing on generic and over-the-counter drugs and serves more than 5,000 clients. One of the largest and most trusted Pharmaceutical Wholesalers in the UK with daily distribution to over 4000 retail pharmacies. Sigma involves parallel importing; the company buys generic medications abroad and repackages them for sale in the UK. Company also engage in couple of business including travel, photo, and mobility businesses. The company was founded in 1975 by its managing director, Bharat Shah (Sigma, 2009a).

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Organization's strategic objective

Operational and administrative processes share several characteristics. Both involve sequences of linked, interdependent activities that together transform into outputs. Both have beginnings and ends, with boundaries that can be denned with reasonable precision and minimal overlap. And both have consumers, who may be internal or external to the organization. The primary differences between the two lie in the nature of their outputs. Typically, operational processes produce goods and services that external customers consume, while administrative processes generate information and plans that internal groups use (Garvin, 1998).

The Sigma Pharmaceutical understands how important customer satisfaction is to our continued success. In an effort to constantly endeavour to not only meet, but exceed our overall customer service standards, we embarked on our companywide quest to create a "Be the Customer" promise. Our pledge is imitative from core questions that will determine how both our internal & external customers anticipate be servicing and communicating with throughout their experience. Each new employee joins the sigma is expected to honour the assurance and provide our customers with unique levels of service. In addition, every one of our drivers and team leaders is expected to deliver a pledge to our customers on spot, at origin, before their move commences. By undertaking customer satisfaction we hope to not only promote, but enhance what differentiates us from any other mover. It is our promise to our customers that will truly make your experience moving.

Mission

Generally shorter mission statements are more effective than longer ones.

A company's Vision and Mission, worldwide, it is agreed that the mission statement is a crucial element in the business organization. It is a clear formulation of what the company stands for (Mooij, 2005).

Mission of sigma:

To be a fast, flexible and open-minded for our customer. Good on practical side with serving, distribution and range (Sigma, 2009b).

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Vision:

The vision of a company states where the company wants to be sometime in the future.

Vision of sigma:

We always want to satisfy our customers and suppliers. To be superior in wholesaler & distribution channel and generate the marvellous customer services.