Evaluation of controllability and stability of business processes in a pharmaceutical organization
The authors conducted the analysis of the controllability and stability of the sales process in pharmacy organizations based on statistical methods for process quality control. The method of control charts was chosen from the statistical methods of quality control. Control chart is a visual tool to evaluate controllability and stability of the process, to determine the type of process, and to measure the effectiveness of its management. This analysis resulted in the definition of control charts, the computation of reproducibility indexes, and identification of business process types according to the degree of their controllability and stability. The study showed that the sales process in the surveyed pharmacies is under control, but unstable. Upon process classification, management can optimize the process parameters.