Exercise 1.1
a) What is the relationship between strategy and process in organisations and how
do processes enable strategy?
Students to discuss in groups; Use the text below for reference when discussing the answer.
Students to conduct a value chain analysis of Woolworths following the guide in Module 1
(p.29).
Exercise 1.3
7. What potential issues do you foresee this process might have? What information
would you need to collect in order to analyze these issues?
Drugs are not available at pick-up – a count of these cases and reasons for the
delays should be made
The customer does not agree to pay the co-payment – count of these cases and
reasons for discrepancies should be made
The pharmacist needs to deal with too many automated DUR alerts –
percentage/count of false positives among drug alerts is needed, categorized by
reasons.
The pharmacist rejects too many prescriptions during the quality check –
percentage/count of errors made by technicians is needed, categorized by
reasons.
8. What possible changes do you think could be made to this process in order to
address the above issues?
The customer does not get to know how much they will co-pay until the last minute. This
information should be given to the customer as early as possible.
Prescriptions are always being entered into the system only one hour before they are due,
thus not leaving enough time to resolve issues and inform the customer. The process needs
to be front-loaded a bit more.