VIETNAM NATIONAL UNIVERSITY HO CHI MINH CITY HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY -------------------- NGUYEN HOANG KHUE TU THE USE OF DESIGN FAILURE MODES AND EFFECTS ANALYSIS (DFMEA) TO ASSESS RISKS IN ORDER PROCESSING AND PROPOSE SOLUTIONS TO MITIGATE RISKS OF RETAIL PHARMACIES AT BUYMED COMPANY Major: Business Administration Major code: 8340101 MASTER’S THESIS THIS THESIS IS COMPLETED AT HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY – VNU-HCM Supervisor: Doctor Lê Phước Luông Examiner 1: Doctor Đỗ Thành Lưu Examiner 2: Doctor Trương Hồng Ngọc This master’s thesis is defended at HCM City University of Technology, VNU- HCM City on January 30th 2024 Master’s Thesis Committee: 1. Chairman – Doctor Nguyễn Thị Đức Nguyên 2. Secretary 1 – Doctor Đỗ Thành Lưu 3. Secretary 2 – Doctor Trương Hồng Ngọc 4.
Commissioner – Doctor Lê Phước Luông Approval of the Chair of Master’s Thesis Committee and Dean of Faculty of Industrial Management after the thesis being corrected (If any). CHAIR OF THESIS COMMITTEE DEAN OF FACULTY OF INDUSTRIAL MANAGEMENT VIETNAM NATIONAL UNIVERSITY - HO CHI MINH CITY SOCIALIST REPUBLIC OF VIETNAM HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY Independence – Freedom - Happiness THE TASK SHEET OF MASTER’S THESIS Full name: NGUYEN HOANG KHUE TU Student ID: 2171071 Date of birth: 21/04/1999 Place of birth: HCMC Major: Business Administration Major ID: 8340101 I. THESIS TITLE (In Vietnames): Sử dụng các mô hình lỗi thiết kế và phân tích tác động (DFMEA) để đánh giá rủi ro trong quá trình xử lý đơn hàng và đề xuất giải pháp giảm thiểu rủi ro của các nhà thuốc bán lẻ tại BuyMed. THESIS TITLE (In English): The use of design failure modes and effects analysis (DFMEA) to assess risks in order processing and propose solutions to mitigate risks of retail pharmacies at BuyMed.
TASKS AND CONTENTS: − Identify potential risks that need to be prioritized for improvement in order processing. − Prioritize risk using S, O, D scores to calculate the Risk Priority Number (RPN). − Propose solutions to mitigate risks order processing for retail pharmacies at BuyMed Company. THESIS START DAY: 04/09/2023 V.
THESIS COMPLETION DAY: 30/12/2023 VI. SUPERVISOR Doctor Le Phuoc Luong Ho Chi Minh City, date 05/03/2024 SUPERVISOR HEAD OF DEPARTMENT (Full name and signature) (Full name and signature) DEAN OF FACULTY OF INDUSTRIAL MANAGEMENT (Full name and signature) i ACKNOWLEDGEMENTS First of all, I would like to send my sincerest and deepest thanks to Dr. Le Phuoc Luong - who has always enthusiastically advised and guided me throughout thesis implementation process. My instructor gave extremely useful comments and suggestions that helped my essay become more and more perfect.
Sincere thanks to our colleagues at BuyMed Company and especially the risk assessment team members who are always ready to help support as well as contribute ideas and create the most favorable conditions for me while I am doing thesis. Sincerely thank the Teachers and Faculty of Industrial Management for their dedicated guidance and imparted extremely valuable knowledge to me throughout the course. Sincerely thank you K2021 - those who have always been by my side helping, sharing useful information and knowledge to me and encouraging me during my study process. Finally, I would like to express my deep gratitude to my parents who created the conditions allowed me to participate and complete the course and helped me make the progress I have today.
Ho Chi Minh City, 28th February 2024 Nguyen Hoang Khue Tu ii ABSTRACT Healthcare has an important direct impact on individual well-being and community health. Like other large worldwide retail pharmacies in general and in Vietnam in particular, BuyMed Company is a pharmaceutical company of health care product distribution including medicines, supplements, cosmetics and medical equipments. BuyMed has opened a pharmacy franchise chain called Circa and the company has been successful with its franchise pharmacy system project, However, currently Circa franchises are facing the damaged products returns, delay in delivery and other protential risks In 2023, BuyMed plans to expand a new project to establish 3 retail pharmacies, namely retail pharmacy at Hospitals in Vinh Long and Can Tho and retail pharmacy in Ho Chi Minh City. Therefore, to avoid the situation of many risks occurring during the process of operating a franchised pharmacy chain, the application of DFMEA to identify potential risks then mitigate risks to propose solutions before they affect patients.
Based on the DFMEA implementation process, the improvement team identified: − Identify potential risks that need to be prioritized for improvement in order processing. − Prioritize risk using S, O, and D scores to calculate the Risk Priority Number (RPN) − Among 16 potential risks identified and after calculating the RPN, there are 4 potential risks that have the highest scores namely Volatility in price, Backorders, Shortages in inventory, and Delay in delivery which methods to improve the 4 potential risks with high RPN will be proposed by the risk assessment team based on these criteria: Delivery time, Supplier relationship management, Price fluctuation management, Order commitment from customers and each risk is analyzed and determined causes by using fishbone diagram and weight calculation. There are 5 causes with a high weighted scores of the 4 potential risks that need to be proposed solutions to mitigate risks order processing for retail pharmacies at BuyMed Company namely The % margin of profit will fluctuate and the low % margin due to changes in price very frequently, Damaged products Returns due to insecured package delivery box, High orders at difference time which can not anticipate, Delay in the process of classifying medicines from BuyMed's general warehouse before handing over to the shipping unit and Large backorder of products. iii THE COMMITMENT OF THE THESIS’ AUTHOR I declare that this is my research work.
The data and research results in this thesis are truthful and have never been used to defend any academic degree. I hereby declare that all help in carrying out this thesis has been gratefully received and that all information in this thesis has been clearly cited. Ho Chi Minh City, 28th February 2024 Nguyen Hoang Khue Tu iv TABLE OF CONTENTS CHAPTER I.1 Rationale of the study. Objectives of the topic.
Significances of the study. Scope of the thesis. Process of implementation .7 Information need analysis. LITERATURE REVIEW AND RELATED RESEARCH .1 Definitions and concepts .3 Design Failure modes and effects analysis (DFMEA) procedure.
CURRENT PROBLEM IN THE ORDER PROCESSING OF RETAIL PHARMACIES AT BUYMED COMPANY .1 Overview of BuyMed Company. DFMEA METHOD APPLICATION FOR ORDER PROCESSING OF RETAIL PHARMACIES AND THE MANAGERIAL IMPLICATION AT BUYMED COMPANY .1 Application of DFMEA method for order processing of retail pharmacies.2 Action implementation for improvement .3 Proposed Solutions for the high causes. CONCLUSION AND RECOMMENDATION .1 Conclusion of main findings .3 Limitation and Further Research. 85 vi LIST OF FIGURES Figure 1-1 Delay in delivery of orders in the past 4 quarters for Circa pharmacy franchise systems (Source: presented by the author).
3 Firgure 1-2 Average number of broken product returns due to insecure package for Circa pharmacy franchise systems in 4 quarters (Source: presented by the author). 4 Figure 1-3 Pareto chart classifying risks in order processing for Circa pharmacy franchise systems in 4 quarters (Source: presented by the author). 6 Figure 1-4: Study framework (Source: from study of the author) .Types of FMEA (Source: Kapil & Shobhit, 2018). 22 Firgure 3-1 The organizational structure at BuyMed company (Source: From study of the author).
28 Firgure 3-2 Order processing of of retail pharmacy at BuyMed Company (Source: BuyMed, 2023). 30 Figure 4-1 Brainstorming – 4 potential risks. 54 Figure 4-2 5M1E fishbone diagram- Volatility in price. 55 Figure 4-3 5M1E fishbone diagram- Medicinal products broken and degraded due to poor packaging.
56 Figure 4-4 5M1E fishbone diagram- Shortages in inventory. 57 Figure 4-5 5M1E fishbone diagram- Delay in delivery. 58 Figure 4-6 Special promotions for high medical product prices. 74 Figure 4-7 Cabin box for medical product delivery.
74 Figure 4-8 Cabin box for medical product delivery. 75 To mitigate the cause of. 75 To mitigate the cause of. 76 Figure 4-9 Pareto chart classifying potential risks of order processing for retail pharmacies in the past 3 months from September to November 2023 (Source: presented by the author).
78 vii LIST OF TABLES Table 1-1: List of risks in order processing for Circa pharmacy franchise systems in 4 quarters (Source: presented by the author). 5 Table 1-2: Primary and secondary data for each objective (Source: From study of the author). Traditional ratings for factors S,O,D (Source: Andres et al. 16 Table 2-2: Summary of some related previous studies (Source: From study of the author).
17 Table 4-1: List of risk assessment team members (Source: From study of the author). Summary the opinions of members regarding the potential risks in order processing (Source: From study of the author) .Summary results of potential risks in the order processing (Source: From study of the author). Potential risks of the order processing and current control (Source: From study of the author). 41 Table 4-8: Assessment of severity of impact (S) (Source: From study of the author).
43 Table 4-9: Assessment of Frequency of Occurrence (O) (Source: From study of the author) 44 Table 4-10: Assessment of Detectability (D) (Source: From study of the author). 46 Table 4-11: Summary of FMEA analysis (Source: From the study of the author). 47 Table 4-12: Plan of action implementation for improvement (Source: From the study of the author). 52 Table 4-13: Average weighted scores of 4 improvement criteria (Source: From the study of the author).
59 Table 4-14: Weighted score results of Volatility in price causes (Source: From the study of the author). 62 Table 4-15: Weighted score results of Medicinal products broken and degraded due to poor packaging causes (Source: From the study of the author). 65 Table 4-16: Weighted score results of Shortages in inventory (Source: From the study of the author). 67 Table 4-17: Weighted score results of Delay in delivery causes (Source: From the study of the author).
70 viii Table 4-18: Summary table of causes with high weights that require proposed solutions (Source: From the study of the author). 71 Table 4-19 Summary table of recommendations for 5 causes (Source: From the study of the author). 72 Table 4-19 List of potential risks of order processing for retail pharmacies in the past 3 months from September to November 2023 (Source: presented by the author). 77 Table 4-20 Re-evaluate FMEA after solution recommendation (Source: From the study of the author).
GENERAL INTRODUCTION Chapter 1 gives the overview of the research topic: Rationale and problem statement of the study, the research objectives, and implications of the research, scope of the study, the process of implementation, and information need analysis. The topic is the use of design failure modes and effects analysis (DFMEA) to assess risks in order processing and propose solutions to mitigate risks of retail pharmacies at BuyMed company.1 Rationale of the study The Law on Pharmacy (2016) stipulates that medicines are products derived from animals, plants, or minerals that are synthesized by chemical or biological methods which they are prepared into forms suitable for human use for disease prevention, and treatment. Many cases of good effects of the medicines often appear early, appear immediately and harmful effects are potential then those deleterious effects will be appeared later (Hanoi Drug, Cosmetic, Food Quality Control Center, 2020). Risks in healthcare are the likelihood that an individual or population may get an illness, injury, condition, die, or experience another associated event (Riehle et al.
Medical mistakes and unfavorable incidents are its key causes.