Technology's Impact on Pharma

This assignment delves into the application of technology to enhance business efficiency within the pharmaceutical sector. It examines pharmacy informatics, highlighting strategies like customer relationship management (CRM) systems, barcode medicine identification, and Clinical Trial Management Systems (CTMS) software. The document analyzes the advantages and disadvantages of integrating these technologies in healthcare and pharmaceutical companies.

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Table of Contents
Introduction......................................................................................................................................3
Define business processes,...............................................................................................................4
Develop business requirements.......................................................................................................4
Determine the systems requirements...............................................................................................5
Software and vendor selection.........................................................................................................6
Determine at least three (3) ways which companies or organizations utilize such technologies to
improve business efficiency............................................................................................................7
Evaluate the level of efficiency of the technology implementation................................................9
Examine potential security risks, data breaches............................................................................11
Provide guidelines on how these risks could be mitigated............................................................12
Conclusion.....................................................................................................................................14
References......................................................................................................................................16

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Introduction
Alphapahrm is an Australian generic drug manufacturing company. It manufactures variety of
generic drugs and exports to them to around 50 countries. The parent company is Mylan
Pharmaceuticals. Alphapharm focuses on customer relationship and is customer oriented. It
offers personal attention and privacy to customers. It has one of the largest groups of
independent pharmacies in the country.
The report focuses on business process and strategic information system that can be employed in
healthcare industry. Business process has inputs which are clearly defined and results in single
output. Healthcare industry is process driven and customer oriented. Business requirements can
be understood as critical activities of an organization which are necessary to perform to achieve
objectives of the organization while remaining solution independent. In healthcare and
pharmaceutical industry appropriate software and vendor are crucial. A reliable and valid
software and vendor can assist in achieving organization goals. There are several ways in which
a company can use utilize technology to improve business efficiency. Organizations in the
healthcare can also employ technology to improve efficiency and productivity. Three techniques
are discussed in the report. Use of technology in pharmaceuticals is referred to as pharmacy
informatics. It involves development and use of information and communication technology
(ICT) which can improve efficiency and productivity of business. When using technology there
are certain security risks and threats as well as data breached. Safety and security of healthcare
information has become a major concern of healthcare industry and the governments all over the
world. There is a need for risk assessment to ensure integrity, confidentiality, availability and
privacy of information.

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Define business processes,
Business process can be understood as system of linked tasks which start with manufacture of
product and ends in delivery of product. They are the group of activities that are performed to
achieve goals of the organization. Business process has inputs which are clearly defined and
results in single output. Input factors directly or indirectly contribute to input value of the
product or service. Input factors can be classified as operational processes, management
processes and business process (supporting tasks) (Bisk, 2017).
Business process management is scientific and systematic approach used by organizations to
increase the effectiveness, efficiency and capabilities of adaptation of organization workflow.
Earlier the use of Business Process Management system was restricted to a few domains. Over
past few years, this system has increased its scope and is now being used by the healthcare
industry. Business Process Management can assist healthcare organizations and companies to
manage new needs and requirements in better way, improve quality of service provided to the
patients and comply to rules and regulations of governing body.
Healthcare industry is process driven, therefore, it can take advantage of information and data,
respond effectively to new developments in the industry, decrease errors and improve and
provide better services to patients. BPM may also help organizations to comply with regulations
of federal and state governments. BPM can assist to structure the flow of information, people’s
interaction and system as a whole. Another benefit of using BPM in healthcare industry is
meeting the deadlines and earning incentive payments.
Develop business requirements
Business requirements can be understood as critical activities of an organization which are
necessary to perform to achieve objectives of the organization while remaining solution

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independent. Business requirement document consists of details of business solutions for a
project which includes documentation of needs and expectations of customers. Developing
business requirement document is important for gaining agreement with stakeholders of
organization (Jeston and Nelis, 2014)
There are several ways in business processes can be used in healthcare industry. Business
requirements of healthcare industry are discussed below. Business requirements of Alphapharm
should focus on healthcare professionals, institution like hospitals clinics etc. and retailers. Basic
business requirement includes documentation and licenses, branding and target market and
software. all businesses require documents and license from government or government
regulated body. This ensures that the company will follow guidelines laid down by the
government. Documentation generally involves safety certificate issued by local governing body
and certificate of registration. second business requirement is branding. Branding should focus
on both brand positioning and brand awareness. Organization should clearly define their target
market when planning and developing products. Third important requirement is appropriate
technology and software. Appropriate technology and software help to increase productivity and
business efficiency.
Determine the systems requirements
Business requirements are important for all organizations. Business requirements should be
prepared in such a way that they help achieve organizational objectives. When determining the
system requirements, several techniques can be used.
Interviewing important stakeholders of the organization can give an insight about how certain
requirement can impact organization. These stakeholders can belong to any department. While
interviewing stakeholders, there should be a well-developed format and agenda. Another way is

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conduct focus group interviews. This is an important method for determining business
requirements. Brainstorming meetings and discuss are also important for business requirements
(Jüttner, 2005).
Software and vendor selection
Software and vendor selection is crucial for any organization. A reliable and valid software and
vendor can assist in achieving organization goals. For an organization, it is important to
understand the effects and the consequences of software or service on the products.
Organizations should understand that vendor plays an important role. While selecting a vendor in
pharmaceutical company, four main areas should be focused: compliance, product quality,
continuity of supply and customer service. The process of identification and remediation of risks
associated with compliance, product quality, continuity of supply and customer service through
supplier management lifecycle is referred as supplier qualification. There is an assurance that the
product supplied by the vendor will not have any deficiencies. It also ensures that there are
healthy relationships between the organization and vendor. The product supplied by the will
meet the minimum quality standards. Another benefit is that there will be an overall decrease in
costs of goods (Stephen Goundrey-Smith, 2017)
There are strict guidelines for software and vendors. Vendor must strictly comply with the rules
and regulations. Companies that build information and communication technology system for
pharmaceutical company must be aware of the policies, rules and regulation laid down by the
government. They are categorized as vendor’s responsibility.
Pharmaceutical and healthcare organizations screen vendors based on their past experience and
knowledge in areas such as qualification, validation and data safety. These areas play an

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important role in vendor selection. One main expectation of pharmaceutical companies is that
vendor should comply to policies and rules at lowest cost that is possible.
Validation is an important component for outsourcing services and software implementation. The
system is required to meet certain specifications and intended use. Deviations can lead to
impairment of safety and integrity of health, clinical and drug related information. This can result
in poor decision making which can have negative impact on safety of consumer and patients.
Pharmaceutical and healthcare organisations should collaborate with their vendors to achieve
certain common goals.
Determine at least three (3) ways which companies or organizations utilize such technologies to
improve business efficiency
There are several ways in which a company can use utilize technology to improve business
efficiency. Organizations in the healthcare can also employ technology to improve efficiency and
productivity. Investing on information technology can be beneficial for an organization. It can
lead to greater system availability, better decision making, improved health outcomes and
increased use by clinicians. As mentioned above, business requirements of Alphapharm focus on
healthcare professionals, institution like hospitals clinics etc. and retailers. Technology can be
used to achieve goals of the organization and hence improve efficiency and productivity.
Use of information technology in pharmaceutical industry is known as pharmacy informatics.
This field focuses on biomedical data, information and knowledge. This system focuses on ideal
use of information related to drugs for decision making and problem solving. This system is
important because it prevents medication errors, promotes personalized care, contributes to
overall health of the community, and connects healthcare professionals. In pharmaceutical

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industry, it improves workflow, decrease manual labor, increases time efficiency and reduces
documentation and paperwork
One way of improving business efficiency by employing information technology is using a
customer management industry. Healthcare industry is oriented towards people, that is, patients
and healthcare professionals. Using a customer relationship management (CRM) system can help
in improving efficiency. Customer relationship management system involves strategies, practices
and technologies which can be used by organizations to analyses customer feedbacks and
interactions. The customer interactions can be used to improve overall efficiency of the
organization as well as improving customer relationship. Improved customer relationship can
help in retention of customers. A CRM system uses different channels (website, live chat,
telephone, direct mail, social media and marketing materials) to compile information on
customers. By employing this system, Alphapharm can keep track of all the healthcare
professionals and patients. This system records all the interaction organization has with the
customers. It keeps a track of the products they have purchased, marketing material, feedback
provided by customers etc. this system can help to improve customer service. This can also help
in improving customer relation. Organization can develop specific products based on the needs,
demands and feedbacks of the customers (Khodakarami, and Chan, 2014).
Another way in which information technology can be employed in this industry is by barcode
medicine identification. Barcode medicine identification is used in collaboration with electronic
prescribing system (system which automatically prescribes the supplies and administer usage of
medicines in hospitals). This system can help in reducing medicine administration errors. Every
medicine and other medical products manufactured by company have a unique identification

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number or a barcode. This system has also helped in dealing with counterfeiting. This can
improve pharmacy workflow to great extent (Business insider, 2017).
Third way of employing information technology is by using Clinical Trial Management System
(CTMS) software. This Clinical Trial Management System gives an insight about the data which
is important for detecting and identifying problems, progress and possibilities. This is
customizable software. it stores and manages information related to clinical trials done by
biotechnological and pharmaceutical companies. it maintains data from research proposal to
report generation. A very basic CTMS system can be used for preparing budget, managing
patients, generating reports etc. By customizing this system, it can be used for more specific
tasks. A benefit of using this system is that it helps in reducing cost and time required to develop
a drug (Lodha, 2016).
Evaluate the level of efficiency of the technology implementation
Companies in healthcare and pharmaceutical industry have started using information technology
for improving their services and business. Some of the methods such as customer relationship
management, barcode medicine identification and clinical trial management system are discussed
above. Use of technology in pharmaceuticals is referred to as pharmacy informatics. It involves
development and use of information and communication technology (ICT) which can improve
efficiency and productivity of business.
There are several factors that are linked with successful and effective implementation of
technology. First factor is technical. It involves system performance, usability, integration and
interoperability, adaptability and flexibility, stability and reliability, accessibility and adaptability
of hardware and cost effectiveness. Second factor is social. It involves resistance and
workarounds, benefits/values and motivations, attitudes and concerns, expectations, engagement

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and user input in design, integration with existing work practices and training and support. Third
factor is organizational. It involves planning, getting the organization ready for change,
leadership and management, realistic expectations, teamwork and communication, user
ownership and learning and evaluation. Fourth factor is socio-political. It includes policy,
industry, professionals, other healthcare organizations, independent bodies, inter developments
and wider economic environment. These factors collectively influence the use of information
technology and level of effectiveness in the organizations.
Several steps can be followed to evaluate the level of effectiveness of technology. Clarifying
what the problem for which technology is designed and used. In many situations, technology is
used on the basis of assumed benefits. This can lead to difficulties in conceptualizing the short
term of long term transformation required by the organization. Second, build a consensus.
Before employing a technology or software for business advancement, the management and the
administration should have a consensus with respect to strategic vision. They can choose
between whether to focus on streamlining and narrowing certain processes in the beginning and
then expanding functionality. After the need for technology and software is discussed and
established, the organizations should do a thorough and in depth research on different systems
and software. This process is crucial and should not be rushed. Organizations in the healthcare
industry should choose system which can help to achieve goals. The system should be affordable
and cost effective also. It should be applicable in both organizational and clinical settings.
Another consideration is proper planning. While formulating certain strategies, flexibility is
needed. There should be an open communication channel between organization and users.
Another step is developing a proper infrastructure. Inappropriate infrastructure can lead to
increase in possibilities that system is not being used in correct way. It can lead to compromise in

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benefits and increase the risks associated with the system. It can influence attitude of the users.
Poor infrastructure can result in negative attitude towards software system. Another step is
maintaining the system. Maintenance of software and technology systems is undervalued and
usually neglected. The software must be updated periodically. The capabilities of the existing
technology or software change over time and it may no longer help organization achieve its
goals. In such cases, software system should be either updated or changed (Cresswell, Bates and
Sheikh, 2013).
Examine potential security risks, data breaches
Use of technology and software in healthcare and pharmaceutical company has its own pros and
cons. The benefits of using technology and software have already been discussed. When using
technology there are certain security risks and threats as well as data breached. Safety and
security of healthcare information has become a major concern of healthcare industry and the
governments all over the world. With digitalization of data such as formulas of drugs raw
material, patient’s records, etc. there is a threat of health information being stolen. Cyber security
has become a priority for all healthcare organizations and companies. Some of the serious threats
which are a result of use of technology are discussed below.
Today, a lot information related to health and wellness process and programs are available on
mobile phones. Healthcare professionals and institutions must be aware of the threats, hacking of
health data and security breaches. Another threat to healthcare industry due to technology is
insider misuse. Insider’s misuse can be understood as situation wherein the employees or
managers of the organization steal data or property and commit other crimes. Misuse of
information is a common problem. Employees usually steal and sell information for money or to
commit tax fraud. Sometimes unintentional actions can result in security risks and data breach.

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This can result from an underperforming security system or misplacement of data. This can also
result when old software and systems are discarded without formatting or deleting data. Another
threat is threat to supply chain. Every vendor or supplier has potential for data breach. Every
transaction and interaction with vendor in supply chain must be carefully examined for security
(Perakslis, 2014).
Provide guidelines on how these risks could be mitigated.
Some of the security risks of technology are discussed above. There is a need for risk assessment
to ensure integrity, confidentiality, availability and privacy of information. Systematic
assessment of risks and threats is important and should aim at protecting organization from
security threats and data breach. These risks can be mitigated in several ways. They are
discussed below.
First, network access control (NAC). NAC solutions are a great way of keeping health data as
secure as possible. It identifies its users and devices. It has an ability to scan device for threats.
This system is useful in situations where large numbers of devices are interconnected.
Information security continuous monitoring is a process which supports a company’s risk
management system. It gives an insight about threat and threat activities. It evaluates security
impact of changes to the system, assesses all security control etc.
Another way to reduce risk is by auditing all the devices used by employees and staff members.
This can reduce the risk and prevent malicious use of information by an insider. Healthcare
organizations should be vigilant and careful in their efforts to regulate and monitor data. Audits
are an effective way of monitoring who has accessed what kind of information. To deal with
insider’s misuse, organizations should also have proper security and privacy policies to protect
data. In situations where data is lost or there is a security breach due Quality control measures

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and protocols can ensure negative impact are low or negligible. When designing a system,
privacy and security of data and information should be considered. There should be continuous
monitoring and adherence or compliance with rules and regulation of governing body. This can
avoid data breaches and therefore maintain information security (Thomson, 2013)

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Conclusion
Business process can be understood as system of linked tasks which start with manufacture of
product and ends in delivery of product. They are the group of activities that are performed to
achieve goals of the organization. There are several ways in business processes can be used in
healthcare industry. Business requirements of healthcare industry are discussed in the report.
When determining business requirements, several techniques such as interviewing important
stakeholders, brainstorming, focus group interviews etc. can be employed. Software and vendor
selection is crucial for any organization. While selecting a vendor in pharmaceutical company,
four main areas should be focused: compliance, product quality, continuity of supply and
customer service. The process of identification and remediation of risks associated with
compliance, product quality, continuity of supply and customer service through supplier
management lifecycle is referred as supplier qualification.
There are several ways in which a company can use utilize technology to improve business
efficiency. Use of information technology in pharmaceutical industry is known as pharmacy
informatics. One way of improving business efficiency by employing information technology is
using a customer management industry. Healthcare industry is oriented towards people, that is,
patients and healthcare professionals. Using a customer relationship management (CRM) system
can help in improving efficiency. Another way in which information technology can be
employed in this industry is by barcode medicine identification. Third way of employing
information technology is by using Clinical Trial Management System (CTMS) software. this
Clinical Trial Management System gives an insight about the data which is important for
detecting and identifying problems, progress and possibilities. Use of technology and software in
healthcare and pharmaceutical company has its own pros and cons.

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References
Bisk (2017) 3 Big Ways BPM is Being Used in the Healthcare Industry. [ONLINE]. Available
at: https://www.villanovau.com/resources/bpm/bpm-use-healthcare/#.Wb3zBdHhXIV
(Accessed: 16 September 2017).
Business insider (2017) 3 ways technology can improve your business. [ONLINE]. Available at:
http://www.businessinsider.in/3-ways-technology-can-improve-your-business/articleshow/
49246960.cms (Accessed: 16 September 2017).
Cresswell, K.M., Bates, D.W. and Sheikh, A. (2013) Ten key considerations for the successful
implementation and adoption of large-scale health information technology, Journal of the
American Medical Informatics Association, 20(e1), pp.e9-e13.
Jeston, J. and Nelis, J. (2014) Business process management. UK: Routledge.
Jüttner, U. (2005) Supply chain risk management: Understanding the business requirements from
a practitioner perspective, The International Journal of Logistics Management, 16(1), pp.120-
141.
Khodakarami, F. and Chan, Y.E. (2014) Exploring the role of customer relationship management
(CRM) systems in customer knowledge creation, Information & Management, 51(1), pp.27-42.
Lodha, A. (2016) Clinical Analytics–Transforming Clinical Development through Big Data,
Imperial Journal of Interdisciplinary Research, 2(10).
Perakslis, E.D. (2014) Cybersecurity in health care, The New England journal of medicine,
371(5), p.395.
Stephen Goundrey-Smith (2017) Examining the role of new technology in pharmacy: now and in
the future. [ONLINE]. Available at: http://www.pharmaceutical-journal.com/examining-the-role-

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of-new-technology-in-pharmacy-now-and-in-the-future/11134174.article (Accessed: 16
September 2017)
Thomson, L.L. (2013) Health Care Data Breaches and Information Security, In American Bar
Association, pp. 253-267.