IntroductionUnited Distributor is the Sole distributor of GSK, Asian Continental, Schazoo Pharma, Galaxy Pharma and Brookes Pharma in Abbottabad. They started their business back in 1988. Currently they are the largest pharmaceutical wholesale distributor in Hazara Division. Now they will expand their network from Haripur to Azad Kashmir.House of Service QualityHouse of Service Quality is used to translate a set of customer requirements (the voice of the customer), market research and technical benchmarking data into an appropriate number of prioritized engineering targets to be met by service design.We have developed a house of service quality on the United Distribution Services. We have also compared it with Abbott Pharma our main competitor in Pharma Distribution.Tangibility DimensionDistribution center has modern equipment (Computers, air-conditioning etc.).

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Distributor has sufficient physical facilities for storing drug products.

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The physical facilities at distribution center are visually clean

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Personnel handling drugs are professional in appearance.

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Vehicles used in transportation are visually in a good condition.

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A number of respondents agreed that the tangibility dimension is acceptable and satisfying. Numerous respondents agreed that United Distribution is making an effort in improving its overall image to the customers. Some respondents, however, are not in agreement with dress code appearance of staff towards their customers gained a negative response. Overall the image of United Distribution anticipated to the customer is positive and the connection between United Distribution and the customer is well served in meeting customer needs and requirements.The Assurance DimensionPersonnel at the distribution center are trained.

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Order taking methods (including frequency) are accurate.

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Order delivery methods (including frequency) are accurate.

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Personnel in the distribution center are consistently courteous with you

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Personnel in the distribution center have the knowledge to answer your queries.

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Personnel in the distribution center have the authority to solve your problems.

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Over half the customers agreed that United Distribution gives assurance to its customers. A high percentage of respondents agreed that the behavior of employees at United Distribution instill confidence in the customers. This result is directly influenced by the customer liaisons that visit the customers every weeks to promote the services of United Distribution. When employees are posed with problems or queries, the customer interface is mainly telephonic. It can be assumed that the customers are of the opinion that employees telephonic mannerisms and conduct is appropriate in handling even the most annoyed customers. Few customers suggested their interest with recording of order transactions electronically. They want full control over their ordering methods. Many customers are hesitant in using electronic methods and fell safe with the conventional telephonic and manual order form methods.The number of customers who are dissatisfied would be an indication of the lack of empowerment of employees. The majority of the customers are satisfied with the politeness received from the employees of United Distributions. Over half of the customers agreed that employees of United Distribution have the knowledge to answer most of customer questions. The Reliability DimensionTemperature and humidity are controlled during transportation of drugs.

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When you have any problem, distributor shows a sincere interest in solving it.

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Distributor effectively handles the expired drugs issue.

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Distributor effectively handles the counterfeit drugs issue.

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Shipments contain correct quantity.

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All required information is available on invoice provided

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Records are kept confidential.

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Payment information is kept confidential

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Many customers agreed that United Distribution is reliable with regards to its service. Most of the customers agreed that because of their reliability, it can be concluded that they are focusing on this area to achieve the service quality. The management of United Distribution utilize proven systems that is working without failure, and helps in building reliability. The assurance of service consistency will allow the customers to become dependent on the company and will lead to greater customer retention. United Distribution can significantly improve customer retention rates by resolving the problems to the customers satisfaction. Many of the respondents agreed that United Distribution provides services at the time they promise to do so.The Responsiveness DimensionDistributor responds immediately to your enquiries.

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Distributor responds immediately to your complaints.

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When distributor promises to deliver by certain time, they do so.

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. Distributor provide services at short notice (if required)

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Responsiveness is the highest dimension. The majority of the respondents agreed that United Distribution is responsive to their needs. A great percentage of respondents agreed that United Distribution employees respond quickly to their questions and is an indication that the staff within the company is focused with regards to customer needs and expectations. A great percentage of respondents agreed that the employees at United Distribution are willing to assist customers and that they are never too busy to assist in responding to customer requests.

The Empathy DimensionDistribution center personnels give you individual attention

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Distribution center personnels fulfills your specific requirements

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Distribution center has office working hours suitable to you.

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Distribution center has field staff working hours suitable to you.

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Methods designed for payments are convenient to you.

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Only half the customers agreed to United Distribution being empathic so it can be concluded that United Distribution needs to focus on this area to improve its service quality.Many customers requested a same-day delivery, as many of their patients required the medication urgently. United Distribution doesnt have any source for the delivery of emergency medicine for out station retailers or on Hospitals. Suitable Office working hours and Field Staff working hours indicates that management of United Distribution is continuously looking at ways to improve its services to customers.

Internal FactorsFinanceUnited Distribution has the financial capabilities of the establishment, its Location, its Human resource and also the other quality dimension which will lead to the customer satisfaction. United Distribution recently invested heavy amount on establishing its new office with big storage space. Human Resource United Distribution has a large number of team as compared to its competitors. A good working condition is one of the benefits that the employees can expect from an efficient human resource team. We are dealing with one of the best team in Abbottabad.Warehousing Capacity:Warehouse plays a vital role in storing the medicines. United Distribution has the largest warehouse as compared to competitors. The capacity is ample to store sufficient amount of medicines.Location:United distributors are currently located in Abbottabad which is in the heart of Hazara division. The main cities which touch the boarder of Abbottabad are Haripur and Mansehra. We are currently the bigger distributors of both the divisions. Delivery Vehicles:United distributors have excessive delivery vehicles to distribute its supply to the retailors. The distributing vehicles are 17 in number which are being used within the Hazara division.Training:Different trainings are given to employees of United Distribution in order to achieve quality dimensions.

Comparison with Abbott PharmaThe Tables Show the result of Abbott Pharma Quality Dimension. Abbott Pharma is ahead in Empathy and Reliability as compared to United Distribution.Tangibility Dimension Distribution center has modern equipment (Computers, air-conditioning etc.).

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Distributor has sufficient physical facilities for storing drug products.

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The physical facilities at distribution center are visually clean

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Personnel handling drugs are professional in appearance.

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Vehicles used in transportation are visually in a good condition.

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Assurance DimensionPersonnel at the distribution center are trained.

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Order taking methods (including frequency) are accurate.

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Order delivery methods (including frequency) are accurate.

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462

Personnel in the distribution center are consistently courteous with you

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Personnel in the distribution center have the knowledge to answer your queries.

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Personnel in the distribution center have the authority to solve your problems.

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Reliability DimensionTemperature and humidity are controlled during transportation of drugs.

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362

When you have any problem, distributor shows a sincere interest in solving it.

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3315

Distributor effectively handles the expired drugs issue.

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Distributor effectively handles the counterfeit drugs issue.

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Shipments contain correct quantity.

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All required information is available on invoice provided

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Records are kept confidential.

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Payment information is kept confidential

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The Responsiveness DimensionDistributor responds immediately to your enquiries.

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Distributor responds immediately to your complaints.

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363

When distributor promises to deliver by certain time, they do so.

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Distributor provide services at short notice (if required)

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The Empathy Dimension Distribution center personnels give you individual attention

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Distribution center personnels fulfills your specific requirements

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Distribution center has office working hours suitable to you.

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Distribution center has field staff working hours suitable to you.

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Methods designed for payments are convenient to you.

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Comparison Graph

RecommendationsDress CodeProfessionalism and dress code appearance of staff towards their customers gained a positive response. United Distribution needs to follow a professional dress code in order to gain a positive response.

Independent Quality DepartmentThere must be an independent quality department from sales that help to improve quality of the services to better meet the needs of its customers.

Computerized SystemUnited Distribution needs to transfer their manual activities to computerized system in order to reduce time and efforts. The most time consuming manual work activity is keeping a record on manual ledger forms which is a time consuming.

Hiring of a Technical StaffAs a pharmaceutical Supplier United Distribution needs to hire a qualified pharmacist. In order to check quality and also manage and keep good storage practices.

ReferenceMaryiam Khawaja(Managing Director)Maryiam136@hotmail.comMob: 0332-5337434

Yasir Awan(Manager)Mob: 0345-52670541