TQM Implementation in a Healthcare and Pharmaceutical Logistics Organization: The Case of Zuellig Pharma in Taiwan

Abstract

This study based upon Zuellig Pharma Inc. in Taiwan has revealed that some TQM methods and tools can be very effective in guiding TQM implementation successfully for the marketing and sales division in a healthcare and pharmaceutical logistics organization. In addition, this study not only states the importance of the quality of employees but also discusses the integration and transformation of the marketing and sales division during the implementation process. From the training of employees to the formation of the marketing-sales team, the team performed extremely well in reducing costs, increasing profits, and meeting the expected target. More importantly, the commitment from management and the determination from this marketing-sales team have significantly improved their own competitiveness through the heart of continuous improvement.