Strenght of Pharmaniaga

6.1 Strength

a) Customer services

Customer services are the most important thing in the company and it is use to satisfied the customer need. Pharmaniaga logistics Bhd has developed the PharmaNet system and it is more convenience and faster that consumer can order the product through internet services. When customer service order management had received the customer order, they will send the order to the warehouse and the worker will picking out the product through automated storage retrieval system. Products have been picked up and it will be put at staging area for shipping and will be delivery to the destinations in the time. By using online purchases, customer can purchases the products more easier compare with the traditional telephone ordering. Customer can also order the product in any time and in anywhere. It is the opportunities for the Pharmaniaga Bhd to satisfied the customer and earn more profit in the company.

Besides, Pharmaniaga Bhd also develops the Customer Relationship Management (CRM) to enhance the quality services to both internal and external customers. Pharmaniaga Bhd strives to recruit the best employees from the market. Employee selection process is constantly reviewed to increase the company's efficiency and effectiveness in making accurate hiring decisions. About 20 percent of their annual training cost during the financial year was spent on developing programmes related to CRM. Workers performance is improving and the workers can fulfil the customer needs by using their personal communication skill.

Besides, Pharmaniaga Bhd has an introduction of a leadership development programme called ‘4Es+1P – Jack Welch Way' to all leaders and managers. Pharmaniaga Bhd has aim to assimilate this programme model into their working culture. This programme has give corporate values of integrity, sincerity of intent, passion for success and teamwork to create a high performance culture and positive working attitudes. In short, it can improve the working quality furthermore