1. KPA CONGRESS 19 th May, 2012 PHARMACY ‘BUSINESS MANAGEMENT IN A RECESSED ECONOMY

2. A PRESENTATION BY CAREER TRAINING CENTRE (CTC) Incorporated in 1992 as a specialist training provider in Career Development and Business Management Have provided training to corporates, NGOs and individual clients; – Kenya Airways – UNICEF – International Organization For Migration (IOM) – Mumias Sugar – Caltex Location: Purvi House, Mpaka Road, Westlands Tel: 020-4446287/4446297/2499194 Email: info@careertrainingcentre.cominfo@careertrainingcentre.com www.careertrainingcentre.com

3. ISSUES FACING THE PHARMACEUTICAL INDUSTR Y The pharmaceutical industry is becoming more demanding, sophisticated and competitive with a number of pharmacy businesses facing tough business challenges – Increased competition – Low business – Procurement: Generics/counterfeit – Price undercutting – Personnel qualification – Business management style – Alternative medication – Industry requirements Clients are getting more enlightened, sophisticated, demanding and choosy about which pharmacy outlet to spend their money. There are more choices of outlets Staff Challenges: Generation, Technology, Career progression

4. PROFESSIONAL ISSUES Pharmaceutical professionals usually join the industry while lacking the necessary soft skills to handle clients i.e. customer appreciation, communication, presentation, up- selling, counseling etc. Pharmaceutical professionals lack training in work ethics and etiquette Training curriculum mainly covers technical knowledge & skills and very limited emphasis on soft & business management skills Pharmaceutical professionals lack the necessary career development skills i.e. CV writing, Interview techniques, job search

5. WAY FORWARD Pharmaceutical professionals must develop the best technical and soft skills, strategies techniques and business management skills to ensure that every customer experience is a memorable one to guarantee business sustainability and growth Business Diversification – Home delivery – Technology/Phone – Membership schemes – M-pesa – CRM

6. SUGGESTED SOLUTIONS Pharmacy Training institutions should introduce soft skills in the Pharmaceutical training program Pharmaceutical professionals must be equipped with the with the necessary soft skills to e.g. – customer care – Communication & presentation skills – Selling & up-selling – Work ethics & etiquette Empower new graduating Pharmaceutical professionals with career development skills – CV & Application letter Writing – Interview techniques, – job search skills

7. SUGGESTED SOLUTIONS – CONT. Kenya Pharmaceutical Association (KPA) should consider strategic partnership with training solution providers to offer certified programs in soft skills for Pharmaceutical professionals KPA should consider assisting new graduating Pharmaceutical professionals in placement for internships/jobs

8. SUGGESTED COURSES Customer Service Excellence Essential Selling & Up-selling skills Work Ethics & Etiquette Communication & Presentation Skills Career Development Skills Entrepreneurship/ Intrepreneural Skills

9. CONSEQUENCES OF UNTRAINED SOFT SKILLS Poor Customer Service Poor customer retention Bad reputation/image Drop in sales/profits Business stagnation/decline Poor relationship with customers, colleagues and other stakeholders

10. BENEFITS OF TRAINING Delighted Customers Good interpersonal relationships Motivated Staff/team Successful business operation/growth Profitability

11. CONCLUSION As a policy, KPA should insist on members to undergo soft skills & business management training KPA to assist members in identifying credible training providers Training will help members to be well rounded professionals able to excel in their professional career and also personal growth Career Training Centre (CTC), a specialist provider of training in soft skills & business management is willing to partner with KPA to develop training curriculum and implement the same to members The training should be provided through workshops and regular continuous/ scheduled courses delivered at CTC or other agreed venue