The perspective of Indian pharmacists toward ERP software

and its application

Thesis Submitted to the NIPER Hyderabad in Partial Fulfilment for the Award of the
Degree of
Master of Business Administration (Pharm)
in
Pharmaceutical Management
by
Sameer Khan
PM/2022/429

Under the supervision of

Mr. Sai Kishore

Dept. of Pharmaceutical Management

NIPER Hyderabad

NATIONAL INSTITUTE OF PHARMACEUTICAL EDUCATION AND RESEARCH

HYDERABAD
APRIL, 2023

1
DECLARATION

I hereby declare that the dissertation work entitled “The perspective of Indian pharmacist
toward ERP software and its application” is based on the original work carried out by me
at NIPER Hyderabad, under the supervision of Mr. Sai Kishore, Assistant Professor
NIPER Hyderabad. I also affirm that this work is original and has not been submitted in part
or whole, for any other degree or diploma to this or any other University or Institution.

Sameer Khan

Date:

2
CERTIFICATE

This is to certify that the dissertation work entitled “The perspective of Indian
pharmacist toward ERP software and its application” submitted by Sameer Khan
with Registration. No. PM/2022/429 in partial fulfillment for the award of Master of
Business Administration (Pharm.) in NIPER Hyderabad. This work is original and has
not been submitted in part or full for any other degree or diploma to this or any other
University or Institution.

Mr. Sai Kishore Dr. B. Lakshmi Dr. Nanduri Srinivas

Guide HoD Dean

3
ACKNOWLEDGEMENTS

It gives me an immense pleasure and pride to express my deep sense of gratitude and respect
for my teacher and guide Dr. B. Lakshmi, Assistant Professor, NIPER Hyderabad and Mr.
Sai Kishore, Assistant Professor, NIPER Hyderabad for their evergreen expertise and
inspiring guidance throughout the period of my work. I am indebted to them for enlightening
me on the finer skills of dealing with synthetic problems. They are the one behind giving me
a decisive turn and significant boost to my career. I consider myself one of the fortunate
people to be associated with them.

- Sameer Khan

4
 TABLE OF CONTENT

TITLE PAGE NO.

ABSTRACT 2

INTRODUCTION 3

LITERATURE REVIEW 9

OBJECTIVE OF THE STUDY 28

METHODOLOGY 30

DATA PRESENTATION & ANALYSIS 32

DISCUSSION 41

CONCLUSION/RECOMMENDATION 42

REFERENCES 43

1
Abstract

Background – The study was conducted against the backdrop of recognizing the landscape
of pharmacy practices in India, with its diverse players and their unique characteristics, it is
crucial for analyzing the perspectives of Indian pharmacists on ERP software adoption. As
the pharmaceutical industry grows rapidly, working with data has become increasingly
complex and vital. Pharmacies are embracing digitization by using software like ERP to
handle the data of various customers and suppliers.

Purpose – This study's primary goal is to ascertain how ERP software affects different
pharmacists, whether they work in chain pharmacies, private practices, or rural areas.

Design/methodology/approach – The study is conducted through primary research where

data was obtained using a survey questionnaire. Various pharmacists in India have
participated in the study, where convenience sampling is used to obtain responses from
participants.

Findings – The study’s findings have revealed that By embracing ERP software, both
independent and chain pharmacies can achieve greater efficiency, improve medication
management, and potentially enhance patient care. Automation of routine tasks can free up
pharmacists to dedicate more time to patient interaction, medication counseling, and
providing personalized care. Overall, ERP adoption can improve efficiency, medication
management, and potentially patient care across the sector

Keywords – ERP Software, Chain pharmacy, Software.

2
INTRODUCTION
Current Landscape of Pharmacy Practices in India
The landscape of pharmacy practices in India is undergoing a significant transformation.
While independent pharmacies have traditionally been the dominant force, particularly in
rural areas and smaller towns, recent years have witnessed a surge in the presence of large
pharmacy chains, especially in urban centers. This section explores the key characteristics of
both independent and chain pharmacies in India.(Patidar et al., 2018)

Independent Pharmacies:
Market Share: Despite the rise of chain pharmacies, independent pharmacies still constitute a
significant portion of the Indian pharmaceutical market. They are often the primary source of
medication access in rural and underserved areas, offering a familiar and trusted service to
local communities.

Challenges: Independent pharmacies often face limitations in resources. This includes

manpower constraints, limited access to technology like Enterprise Resource Planning (ERP)
software, and potentially lower capital compared to chain pharmacies. These limitations can
lead to inefficiencies in areas such as inventory management, record-keeping, and customer
service delivery.

Strengths: Independent pharmacies often establish strong relationships with their customers,
fostering trust and personalized service. They may exhibit greater flexibility in pricing
medications and offering generic alternatives, catering to a wider range of customer needs.

Chain Pharmacies:
Growth and Advantages: Large pharmacy chains are rapidly expanding their presence in
urban centers across India. They offer a wider range of products, potentially lower prices due
to bulk purchasing power, and better infrastructure compared to most independent
pharmacies. Additionally, chain pharmacies are more likely to utilize technology like ERP
software, leading to streamlined operations and improved efficiency. They may also offer
additional services like medication adherence programs to enhance customer experience.
(Miller & Goodman, 2017)

3
Concerns: The growing presence of chain pharmacies raises concerns about standardization
and a potential decrease in personalized service compared to independent pharmacies.
Profitability may be prioritized over offering a wider range of medications, potentially
impacting availability of certain essential drugs.

Additional Considerations:
Online Pharmacies: The online pharmacy market in India is witnessing significant growth,
offering customers convenience and potentially competitive prices. However, concerns
remain about regulation and the quality of medications sold online, requiring further
development of a robust online pharmacy framework.

Government Role: The Indian government plays a crucial role in regulating drug prices and
ensuring access to essential medicines, particularly in rural areas. Government initiatives can
also influence the adoption of technology like ERP software in pharmacies.
Understanding the current landscape of pharmacy practices in India, with its diverse players
and their unique characteristics, is crucial for analyzing the perspectives of Indian
pharmacists on ERP software adoption

As the pharmaceutical industry is growing rapidly, working with data has become very
complex and vital to understanding market trends and opportunities, and pharmacies are
switching to digitization by using software to handle data of various customers and suppliers
like ERP Software

Enterprise Resource Planning (ERP) software can be defined as customizable, standard

application software that includes integrated business solutions for the core processes and the
main administrative functions of an enterprise.(Rosemman Michael & Wiese, 1999) that, In
essence, it streamlines and automates many tasks pharmacists encounter daily. Here's a
breakdown of its key functionalities in pharmacy management:

 Inventory Management: ERP software helps track medication stock levels in real
time, including expiry dates. This minimizes the risk of stockouts and ensures

4
 pharmacies maintain adequate supplies to meet patient needs. It can also generate
reorder points, prompting timely restocking to avoid disruptions.

 Prescription Processing: ERP facilitates efficient prescription processing by

automating insurance verification and data entry tasks. This reduces processing time,
minimizes errors, and frees up pharmacists to focus on patient interaction and
medication counseling.

 Customer Relationship Management (CRM): ERP systems can store customer

information, purchase history, and preferences. This allows pharmacists to personalize
interactions, recommend relevant medications, and potentially develop targeted
promotions to enhance customer service.

 Financial Management: ERP integrates accounting functions, enabling real-time

financial reporting, streamlined billing, and improved cash flow management. This
provides pharmacists with valuable insights into their financial performance and
facilitates informed business decisions.

 Reporting and Analytics: ERP generates comprehensive reports on sales, inventory,

and customer trends. Pharmacists can leverage this data to identify areas for
improvement, optimize inventory management, and make data-driven decisions about
stocking medications and offering services.

By embracing automation and efficiency, the Indian pharmaceutical sector can maintain its
competitive edge, ensure regulatory compliance, manage rising demand, and ultimately,
better serve the needs of patients and healthcare professionals.
Specific Examples of Automation in Pharmacies:
Automated dispensing machines: These robotic systems dispense medications accurately and
efficiently, reducing dispensing errors and freeing up pharmacists' time.
Automated inventory management systems: These systems track stock levels in real-time,
generate automatic purchase orders, and optimize storage space utilization.

5
AI-powered prescription processing: AI can automate tasks like insurance verification and
medication interaction checks, improving processing speed and accuracy.

Benefits Beyond Cost Reduction:

While cost reduction is a significant driver, automation offers other benefits:

Improved Patient Safety: Automation can minimize medication errors associated with manual
processes, leading to safer medication dispensing.
Enhanced Data Analytics: ERP systems and automation generate valuable data that can be
used to identify trends, optimize inventory management, and improve overall pharmacy
operations.
Increased Focus on Patient Care: By automating routine tasks, pharmacists can dedicate more
time to patient interaction, medication counseling, and providing personalized care.

Challenges to Consider:
Initial Investment Costs: Implementing automation solutions can involve significant upfront
costs, which might be a hurdle for smaller pharmacies.
Technical Expertise: Integrating and utilizing complex automation systems may require
additional training for pharmacy staff.
Data Security Concerns: With increased reliance on technology, robust data security
measures are crucial to protect sensitive patient information.

Government Initiatives:
The Indian government can play a role in promoting automation in pharmacies by:
Providing financial incentives: Offering subsidies or tax breaks to encourage pharmacies,
particularly smaller ones, to adopt automation solutions.

Developing training programs: Creating training programs to equip pharmacy staff with the
skills needed to operate and manage automated systems effectively.

6
Standardizing data exchange: Encouraging standardization of data formats to facilitate
seamless integration between different pharmacy management systems.
By addressing these challenges and fostering a supportive environment, the Indian
pharmaceutical sector can harness the power of automation to achieve greater efficiency,
enhance patient care, and solidify its position as a global leader in the pharmaceutical
industry.

The Rising Need for Automation and Efficiency in the Indian Pharmaceutical Sector

The Indian pharmaceutical sector, a global leader in generic drug production, is facing a
growing need for automation and efficiency. Here's a closer look at the key drivers behind
this trend:
 Increased Competition: The Indian pharmaceutical industry operates in a highly
competitive global market. Generic drug manufacturers face pressure to keep
production costs low while maintaining high-quality standards. Automation can help
achieve this by streamlining processes, minimizing waste, and reducing human error.
 Regulatory Landscape: Regulatory requirements for drug production and quality
control are becoming increasingly stringent. ERP systems and automated processes
can assist pharmacies in adhering to these regulations by ensuring accurate record-
keeping, data traceability, and compliance with Good Manufacturing Practices
(GMP).
 Shifting Demographics: India's aging population and growing chronic disease burden
are leading to a rise in medication demand. Pharmacies need to be equipped to handle
this increased workload efficiently. Automation can help manage larger inventory
volumes, expedite prescription processing, and potentially free up pharmacists' time
to focus on patient care.
 Cost Management: The Indian healthcare sector faces rising costs, putting pressure on
pharmacies to optimize their operations. ERP systems and automation can help reduce
labor costs associated with manual tasks and minimize resource wastage.
Additionally, efficient inventory management can prevent stockouts and overstocking,
further optimizing resource allocation.
 Labor Market Dynamics: Finding skilled pharmacy technicians can be challenging in
certain regions of India. Automation can help address this challenge by automating
repetitive tasks, allowing technicians to focus on higher-value activities. Additionally,
7
 automation can potentially improve working conditions by reducing manual labor and
associated risks.
 Technological Advancements: Advancements in robotics, artificial intelligence (AI),
and data analytics are paving the way for more sophisticated automation solutions in
the pharmaceutical sector. These advancements offer opportunities to further improve
efficiency, accuracy, and quality control in medication production and pharmacy
operations.
 Evolving Customer Needs: Modern consumers expect convenience and personalized
service. Automation can help pharmacies streamline processes and improve customer
service by reducing waiting times and potentially offering features like online
prescription refills.

Literature Review

8
In recent decades, the role of pharmacists have progressed from performing traditional
activities like dispensing and supply of medications to the present day activities like ensuring
coherent and cost-effective use of medications, promoting healthy lifestyle, and improving
clinical results by actively engaging in direct patient care and working together with various
healthcare disciplines. With such increasing scope of practice, pharmacists are being
treasured as vital elements in offering personalized patient care as part of interprofessional
healthcare groups(Ravikumar et al., 2022) —A new trend in pharmacy practice is to move
away from its original focus on medicine supply towards a more inclusive focus on patient
centered care. This new trend is named pharmaceutical care.
Looking back 25 years, pharmacy has done an excellent job of meeting the increased demand
for prescriptions, despite pharmacist shortages, rising operational expenses, and decreasing
reimbursements. Pharmacy has also done an excellent job of harnessing enabling
technological automation to increase workflow efficiency and reduce operating costs while
encouraging safety, accuracy, and efficiency in all pharmacy settings.
Automated dispensing allows pharmacists more time to interact with a larger number of
patients while improving their health outcomes(Jarab et al., 2023) In recent decades,
pharmacists have undergone a transformative evolution in their roles and responsibilities
within the healthcare landscape. Traditionally known for their primary functions of
dispensing medications and managing supply chains, pharmacists have expanded their scope
of practice to encompass a broader range of clinical and patient-centered activities. This
paradigm shift reflects the growing recognition of pharmacists as integral members of
interdisciplinary healthcare teams, contributing significantly to patient outcomes and
healthcare delivery.(Vuksic & Spremic, 2005)
The evolution of the pharmacist's role is underscored by the transition from conventional
activities to contemporary practices aimed at optimizing patient care and promoting wellness.
Historically, pharmacists were primarily involved in dispensing medications and ensuring the
safe and efficient supply of pharmaceuticals. However, in response to evolving healthcare
needs and emerging trends, pharmacists have embraced new responsibilities that extend
beyond the traditional confines of their profession.
Today, pharmacists play a pivotal role in ensuring the coherent and cost-effective use of
medications, leveraging their expertise to optimize medication therapy and enhance patient
adherence. By actively engaging with patients, pharmacists promote healthy lifestyles,
provide patient education, and empower individuals to take control of their health outcomes.
9
This proactive approach to patient care reflects a fundamental shift towards patient-centered
practice models, wherein pharmacists prioritize individual needs and preferences to deliver
personalized care.(Road & Nagar, 2012)
Furthermore, pharmacists are increasingly recognized for their contributions to improving
clinical results and enhancing healthcare quality. Through direct patient care interventions,
medication management services, and collaborative practice agreements, pharmacists
collaborate with other healthcare disciplines to optimize treatment outcomes, prevent
medication-related problems, and address healthcare disparities. This collaborative approach
fosters interdisciplinary teamwork, enhances care coordination, and ultimately leads to
improved patient outcomes.
At the forefront of this evolution is the concept of pharmaceutical care, which embodies the
holistic and patient-centered approach to pharmacy practice. Pharmaceutical care emphasizes
the pharmacist's role as a healthcare provider, focusing not only on medication management
but also on addressing the comprehensive healthcare needs of patients. By integrating clinical
expertise, medication therapy management, and patient counseling, pharmaceutical care
emphasizes the importance of patient engagement, shared decision-making, and continuity of
care(Ravikumar et al., 2022)
In summary, the role of pharmacists has undergone a profound transformation in recent
decades, driven by the changing dynamics of healthcare delivery and the growing emphasis
on patient-centered care. As vital members of interdisciplinary healthcare teams, pharmacists
play a multifaceted role in ensuring optimal medication use, promoting wellness, and
improving clinical outcomes. The shift towards pharmaceutical care reflects a broader trend
towards holistic and patient-centered practice models, highlighting the indispensable
contributions of pharmacists to modern healthcare delivery.
The earliest application of a computer in a pharmacy undoubtedly goes back to the 1980s,
and since then, computers have been used in everything from data gathering, retail pharmacy
administration, clinical research, medication storage, pharmacy education, clinical pharmacy,
and much more(Jarab et al., 2023)

It emphasizes the responsible provision of drug therapy for various purposes of achieving
definite outcomes that improve or maintain a patient’s quality of life. In order to achieve
these goals pharmacists are expected to assume many different functions including caregiver,
communicator, teacher, life-long learner and manager. These functions set new challenges for

10
pharmacy’s information systems usability as well as pharmacist’s skills to use
them(Puustjärvi & Puustjärvi, 2011)

ERP may be adopted by those organisations aiming at minimising costs, improving

operations, and establishing a flexible computing platform so that they can adapt faster to
changing conditions. This is crucial not only for increasing the quality of execution of the
transactional procedures but also for the delivery of quality healthcare and the improvement
in decision-making(Road & Nagar, 2012). An organization is able to maintain its stock levels
at the lowest cost, it is called as inventory management. Inventory mismanagement has
serious effects on patient safety. When examining a potential prescription error or other drug
therapy issues, pharmacists should take into account the facts relevant to pharmacy inventory
management (e.g. patient needs a medication, but due to product unavailability, he is not able
to receive the medicine; and loss of efficacy due to incorrect storage conditions(Ravikumar et
al., 2022)

Significance of ERP (Enterprise Resource Planning) software in the context

of pharmacy operations in India

Operational Efficiency:
ERP systems are designed to integrate and streamline various business processes within an
organization. In the pharmacy sector, this could include inventory management, procurement,
sales, customer relationship management, and financial management. By automating these
processes and providing real-time data visibility, ERP software helps pharmacies operate
more efficiently, reducing manual errors and optimizing resource utilization.
Improved Inventory Management:
One of the significant challenges pharmacies face is managing inventory effectively while
ensuring the availability of essential medications and minimizing excess stock. ERP software
provides tools for inventory tracking, demand forecasting, and automatic replenishment,
enabling pharmacies to maintain optimal stock levels, reduce wastage, and prevent stockouts.
Enhanced Regulatory Compliance:
The pharmaceutical industry is highly regulated, with strict compliance requirements related
to drug safety, labeling, and record-keeping. ERP systems can help pharmacies maintain

11
compliance with regulatory standards by automating documentation, tracking product recalls,
and ensuring adherence to quality control measures. This is particularly crucial in India,
where regulatory requirements are stringent and constantly evolving.
Better Patient Care:
Efficient pharmacy operations directly impact patient care by ensuring timely availability of
medications, accurate prescription filling, and improved service quality. With ERP software,
pharmacists can access patient information, medication histories, and allergy alerts, enabling
them to provide personalized care and medication counseling. This focus on patient-centric
services is vital for building trust and loyalty among customers.
Data-driven Decision Making:
ERP systems collect and analyze data from various pharmacy processes, providing valuable
insights into business performance, trends, and customer preferences. Pharmacists can use
this data to make informed decisions regarding inventory management, pricing strategies,
marketing campaigns, and resource allocation, ultimately driving business growth and
competitiveness.
Cost Savings:
While the initial investment in ERP implementation may seem significant, the long-term
benefits often outweigh the costs. By automating manual tasks, reducing inventory holding
costs, minimizing errors, and improving overall efficiency, ERP software helps pharmacies
save both time and money in the long run. Additionally, by optimizing processes and
reducing waste, pharmacies can improve their bottom line and allocate resources more
effectively.
Scalability and Adaptability:
As pharmacies expand their operations or diversify their services, they need scalable
software solutions that can grow with their business. ERP systems offer scalability and
adaptability, allowing pharmacies to add new functionalities, integrate with third-party
systems, and accommodate changing business needs without significant disruptions or
expensive upgrades.

Adoption and implementation of ERP (Enterprise Resource Planning)

software in pharmacy

12
Assessment of Needs and Requirements:
Before adopting an ERP system, pharmacies need to assess their specific needs, challenges,
and objectives. This involves conducting a comprehensive analysis of current business
processes, identifying areas for improvement, and defining clear goals for the ERP
implementation. Understanding the unique requirements of the pharmacy, such as inventory
management, prescription processing, regulatory compliance, and customer service, is
essential for selecting the most suitable ERP solution.

Vendor Selection and Evaluation:

Once the requirements are defined, pharmacies need to research and evaluate ERP vendors to
find a solution that aligns with their needs and budget. This involves comparing features,
functionality, scalability, support services, and pricing models offered by different vendors.
Pharmacies may also consider factors such as vendor reputation, industry experience,
customer reviews, and integration capabilities when selecting an ERP provider.
Customization and Configuration:

ERP systems are typically customizable to accommodate the specific workflows and
processes of pharmacies. During the implementation phase, pharmacies work closely with the
ERP vendor to configure the system according to their requirements. This may involve
customizing modules, setting up user permissions, defining workflows, and integrating with
existing pharmacy management systems or third-party applications. Customization ensures
that the ERP system meets the unique needs of the pharmacy and maximizes its effectiveness.
Data Migration and Training:
Data migration is a critical aspect of ERP implementation, involving the transfer of existing
data from legacy systems or manual records to the new ERP system. Pharmacies need to
ensure data accuracy, consistency, and integrity throughout the migration process to prevent
disruptions to operations. Additionally, comprehensive training programs are essential to
familiarize pharmacy staff with the features and functionalities of the ERP software. Training
sessions may cover topics such as system navigation, data entry, reporting, and
troubleshooting to ensure smooth adoption and usage of the ERP system.
Change Management and Stakeholder Engagement:
Implementing ERP software often entails significant changes to existing processes,
workflows, and roles within the pharmacy. Effective change management is critical to
address resistance to change, manage expectations, and foster buy-in from all stakeholders,
13
including pharmacists, pharmacy technicians, administrative staff, and management.
Pharmacies may employ various change management strategies, such as communication
plans, training programs, pilot testing, and feedback mechanisms, to ensure a smooth
transition to the new ERP system.
Monitoring and Optimization:
Once the ERP system is implemented, pharmacies need to continuously monitor its
performance, identify areas for optimization, and address any issues or challenges that arise.
This involves regularly reviewing key performance indicators (KPIs), analyzing system usage
data, soliciting feedback from users, and implementing updates or improvements as needed.
Pharmacies may also leverage support services provided by the ERP vendor to troubleshoot
technical issues, receive software updates, and access ongoing training and support resources.

ERP (Enterprise Resource Planning) modules

Inventory Management:
This module is crucial for pharmacies as it helps track and manage inventory levels of
medications, medical supplies, and other products. Features may include inventory tracking,
stock replenishment, expiry date management, batch tracking, and barcode scanning.
Pharmacists can set reorder points, receive alerts for low stock levels, and generate reports to
analyze inventory turnover and optimize stocking levels.
Prescription Management:
Prescription management modules facilitate the processing and tracking of prescriptions from
patients and healthcare providers. It includes features such as electronic prescription
processing, prescription filling, medication dispensing, dosage instructions, and refill
management. Integration with electronic health record (EHR) systems allows pharmacists to
access patient medical history and allergy information to ensure safe and accurate dispensing
of medications.
Sales and Billing: This module handles sales transactions, invoicing, and billing processes
within the pharmacy. It enables pharmacists to generate invoices, process payments, and
manage customer accounts efficiently. Features may include point-of-sale (POS)
functionality, payment processing, discounts and promotions management, and integration
with accounting systems for financial reconciliation.
Patient Management:

14
Patient management modules store and manage patient information, including demographic
details, medical history, prescriptions, and communication preferences. Pharmacists can
create patient profiles, record interactions, track medication adherence, and send reminders
for refills or follow-up appointments. This module also supports customer relationship
management (CRM) functionalities to enhance patient engagement and satisfaction.
Regulatory Compliance:
Compliance modules ensure pharmacies adhere to regulatory requirements and industry
standards governing the storage, dispensing, and documentation of medications. It includes
features such as regulatory reporting, drug classification tracking, compliance alerts, and
audit trails to demonstrate adherence to regulations such as Good Pharmacy Practice (GPP)
and Drug Control Laws.
Reporting and Analytics:
Reporting and analytics modules provide pharmacies with insights into business
performance, trends, and key metrics. Pharmacists can generate customizable reports on
sales, inventory, prescription volumes, profitability, and other operational data to monitor
performance, identify areas for improvement, and make informed decisions. Advanced
analytics capabilities may include predictive analytics, forecasting, and trend analysis to
optimize inventory management and strategic planning.
Supplier Management:
Supplier management modules streamline procurement processes and supplier relationships
by automating order management, vendor selection, and contract negotiation. Pharmacists
can track supplier performance, compare prices, manage purchase orders, and receive
automated alerts for reorder points to ensure timely replenishment of stock and minimize
supply chain disruptions.
Workflow Automation:
Workflow automation modules automate routine tasks and processes within the pharmacy,
reducing manual effort and improving efficiency. It includes features such as task scheduling,
workflow orchestration, notification triggers, and workflow templates to streamline
operations and enhance productivity. Pharmacists can automate tasks such as prescription
verification, medication dispensing, inventory reconciliation, and regulatory documentation
to focus on more value-added activities.

15
Regulatory compliance and security in the context of ERP (Enterprise
Resource Planning) software for pharmacies
Regulatory Compliance:
Drug Control Laws:
Pharmacies in India are subject to various drug control laws and regulations governing the
storage, dispensing, labeling, and documentation of medications. These laws ensure the
safety, efficacy, and quality of pharmaceutical products and protect public health. ERP
systems for pharmacies must support compliance with these regulations by providing features
such as:
Tracking and documentation of drug dispensing, including prescription details, patient
information, and dispensing records.
Compliance reporting capabilities to generate regulatory reports required by government
agencies or regulatory bodies.
Integration with drug databases and regulatory updates to ensure accurate drug classification
and adherence to regulatory guidelines.
Good Pharmacy Practice (GPP):
GPP guidelines outline best practices for pharmacy operations, including inventory
management, prescription handling, patient counseling, and quality assurance. ERP software
should support GPP compliance by:
Enforcing standard operating procedures (SOPs) and workflow protocols to ensure
consistency and adherence to GPP principles.
Providing documentation tools for recording compliance activities, quality control checks,
and staff training records.
Facilitating audits and inspections by regulatory authorities through comprehensive audit
trails, documentation repositories, and compliance dashboards.
Data Privacy Regulations:
With the increasing focus on data privacy and protection, pharmacies must comply with data
privacy regulations such as the Personal Data Protection Bill in India. ERP systems should
incorporate data privacy features to safeguard patient information and ensure compliance
with data protection laws, including:
Encryption of sensitive data such as patient health records, prescriptions, and personal
information to prevent unauthorized access or data breaches.

16
Role-based access controls to limit access to sensitive information based on user roles and
permissions.
Data anonymization and pseudonymization techniques to protect patient privacy while still
allowing for analysis and reporting.

Security Measures:
Data Encryption:
ERP systems should employ encryption protocols to secure data transmission and storage,
protecting sensitive information from interception or unauthorized access. Encryption
algorithms such as AES (Advanced Encryption Standard) are commonly used to encrypt
data-at-rest and data-in-transit.
Access Controls:
Role-based access controls (RBAC) restrict access to ERP modules and sensitive data based
on user roles and permissions. Pharmacies can define access levels for pharmacists, pharmacy
technicians, administrators, and other staff members to ensure that only authorized personnel
can view or modify sensitive information.

Authentication Mechanisms:
Strong authentication mechanisms, such as two-factor authentication (2FA) or biometric
authentication, add an extra layer of security to ERP systems, preventing unauthorized access
to pharmacy data and systems.
Audit Trails:
ERP systems should maintain detailed audit trails that record user activities, system changes,
and data access events. Audit logs enable pharmacies to track user actions, detect suspicious
behavior, and investigate security incidents or compliance breaches.
Regular Security Updates:
ERP vendors should provide regular security updates and patches to address vulnerabilities
and protect against emerging threats. Pharmacies should implement a robust patch
management process to apply security updates promptly and mitigate risks associated with
software vulnerabilities.

17
Future trends and innovations in the context of ERP (Enterprise Resource
Planning) software for pharmacies
Advanced Analytics and Predictive Insights:
Predictive Analytics:
Future ERP systems for pharmacies are likely to leverage predictive analytics capabilities to
forecast demand, optimize inventory levels, and identify trends in patient medication
adherence. By analyzing historical data and external factors such as seasonal variations,
demographic shifts, and disease prevalence, predictive analytics can help pharmacies make
proactive decisions to improve operational efficiency and patient outcomes.
Prescriptive Analytics: Beyond predicting future outcomes, prescriptive analytics suggests
actions or interventions to optimize pharmacy operations. For example, prescriptive analytics
can recommend the optimal reorder quantity for medications based on demand patterns,
supplier lead times, and inventory costs, enabling pharmacies to minimize stockouts and
excess inventory.
Integration with Telepharmacy and Telehealth Solutions:
Telepharmacy Integration:
With the increasing adoption of telepharmacy services, future ERP systems may integrate
with telepharmacy platforms to facilitate remote medication dispensing, counseling, and
patient consultations. Integrating telepharmacy capabilities into ERP software enables
pharmacies to expand their reach, improve access to healthcare services, and serve patients in
underserved or remote areas.
Telehealth Integration
ERP systems may also integrate with telehealth solutions to support virtual healthcare
consultations, medication therapy management, and remote monitoring of patient health
metrics. Seamless integration between ERP and telehealth platforms enables pharmacies to
provide comprehensive care coordination and personalized medication management services
to patients, regardless of their location.
Blockchain Technology for Supply Chain Transparency:
Supply Chain Traceability:
Blockchain technology offers a decentralized and immutable ledger for tracking the
movement of pharmaceutical products throughout the supply chain. Future ERP systems may
leverage blockchain-based solutions to enhance supply chain transparency, traceability, and
authenticity of medications. By recording transactions and product provenance on the

18
blockchain, pharmacies can verify the authenticity of medications, prevent counterfeit drugs,
and ensure compliance with regulatory requirements.
Artificial Intelligence (AI) and Machine Learning (ML):

Clinical Decision Support:

AI and ML algorithms can analyze patient health data, medication histories, and clinical
guidelines to provide real-time clinical decision support to pharmacists. Future ERP systems
may incorporate AI-driven decision support tools to assist pharmacists in identifying drug
interactions, adverse drug reactions, and personalized medication regimens, enhancing patient
safety and medication outcomes.
Automated Workflow Optimization:
AI and ML algorithms can analyze pharmacy workflows, identify bottlenecks, and optimize
process efficiency. Future ERP systems may use AI-powered automation tools to streamline
prescription processing, medication dispensing, and inventory management, reducing manual
effort and improving operational throughput.
Mobile and Cloud-Based Solutions:
Mobile Accessibility:
Future ERP systems for pharmacies are likely to offer mobile applications that enable
pharmacists and pharmacy staff to access critical information, perform tasks, and
communicate with patients and healthcare providers on-the-go. Mobile accessibility enhances
flexibility, productivity, and responsiveness in pharmacy operations, allowing staff to provide
timely and personalized patient care.
Cloud-Based Deployment:
Cloud-based ERP solutions offer scalability, flexibility, and cost-effectiveness for
pharmacies, allowing them to access software and data remotely without the need for on-
premises infrastructure. Future ERP systems may leverage cloud computing technologies to
deliver seamless updates, scalability, and data security, enabling pharmacies to adapt to
changing business needs and market dynamics.

Supply chain inventory management system

SCM inventory management software extends beyond tracking orders, materials, and finished
goods. It can also optimize inventory levels and locations and tap into demand data to
improve forecasts. Inventory management modules generally come in two suites: inventory

19
planning software and inventory optimization software. Supply value chain system All the
factors that add value to a product comprise the value chain. Services on or related to the
product, like designing, manufacturing, and procurement, are included in it. Demand and
supply sides of supply chain are brought together by software along with planning(Goud
Sandhil & Vishal Gupta, 2013)
The two key issues any i rm usually faces while establishment are Order Cycle and Order
Quantity. If it is assumed that demand and lead-time are constants, it is easy to determine
when and how much order is to be placed. An order is placed when the inventory level is just
enough to meet the demand during lead time. The order will then arrive at exactly when the
inventory level diminishes to zero.(Anusha et al., 2014)

The healthcare industry's expenditure on IT was about 2% of its total budget compared to
10% in other industries. For this reason, the early use of IT in healthcare focused on the
computerization of administrative and financial functions and in such areas as patient
appointments and admissions (Road & Nagar, 2012). According to O'Brien (2006),

Enterprise resource planning is the cross-functional backbone of the company that integrates
and automates many internal processes and information systems in terms of production,
logistics, distribution, accounting, finance, and human resource functions in the company.
(Ekasari et al., 2021).

ERP increased the efficiency of the suppliers by reducing the time spent communicating with
the pharmacy to obtain necessary information for each client before or during the sales
meeting with the customer. In addition to providing this information, the link between the
PDA and the system makes the placement of the customer order a single-step process in
which the salesperson selects the items required, the quantity, and other specifications, and
with the click of a bottom, the order is confirmed on the system and moves along to the next
process owner. In comparison, manual methods require the salesperson to fill out a separate
text document and send it to the customer services department for processing or contact the
customer services department directly to provide them with the customers’ requests via
phone. The same thing goes for Knowledge Horizons. The collection of dues; the salesperson
has the financial information of the customer available at hand and can confirm instantly the
receipt of the payment without having to revert to the owner(Habib & Ănciulescu, 2017)

20
Supply chain management (SCM) inventory management software offers advanced
capabilities beyond traditional inventory tracking. By leveraging demand data and optimizing
inventory levels, SCM systems help pharmacies enhance forecasting accuracy and optimize
supply chain operations. Additionally, SCM software integrates demand and supply-side data
to streamline inventory planning and improve overall supply chain efficiency (Goud Sandhil
& Vishal Gupta, 2013).

Effective inventory management hinges on addressing key issues such as order cycle and
order quantity. Pharmacists rely on inventory planning software to determine optimal
ordering times and quantities based on demand forecasts and lead times. By automating these
processes, inventory management systems enable pharmacies to maintain optimal stock
levels while minimizing costs and mitigating risks associated with stockouts and overstock
situations (Anusha et al., 2014).
Enterprise resource planning (ERP) systems serve as the backbone of organizational
processes by integrating various functions and streamlining internal operations. With ERP
implementation, pharmacies can enhance supplier efficiency by automating communication
processes and simplifying order placement procedures. By providing real-time access to
customer information and financial data, ERP systems enable pharmacies to improve
customer service and streamline order processing workflows (Habib & Ănciulescu, 2017).

21
Using the ERP, the feedback recipient inputs it into the system and assigns it to the concerned
party. The entire route that this feedback follows is automatically documented and recorded
by the system with time stamps, actions taken, task owners, etc. This allows for the
immediate finding and resolution of any outstanding issue as well as an increase in
accountability for all parties involved in this process.(Habib & Ănciulescu, 2017)

Overall, implementing ERP (Enterprise Resource Planning) or automatic computing systems

could overcome the problems of financial records to make the company's operational
activities more effective and efficient.(Mustofa et al., 2021)

The introduction of pharmaceutical care sets many new requirements for pharmacy
information systems as well as for pharmacists’ skills and knowledge. In this context the

22
notion of a “seven-star pharmacist” is taken up by FIP in its policy statement on Good
Pharmacy Education Practice.

ERP Replacing Pharmacists

It covers the following seven pharmacist roles: • Caregiver: Pharmacists have to view their
practice as integrated and continuous with those of the health care system and other health
professionals. • Decision maker: The appropriate use of resources such as medicines,
chemicals, equipment, and practices should be the foundation of the pharmacist’s work. •
Communicator: The pharmacist provides a link between prescriber and patient, so he or she
must be knowledgeable and confident while interacting with other health professionals. •
Manager: Pharmacists must be able to effectively manage various human, financial and
information resources. In particular ICT will provide challenges as pharmacists assume
greater responsibility for sharing information about medicines and related products. • Life-
long learner: The role of continuing education and lifelong learning is becoming still more
important as the fast development of technologies requires specialized skills that need to be
renewed frequently. • Teacher: The pharmacist has a responsibility to assist with the
education and training of future generations of pharmacists and the public. Teaching, as well
as pharmacist life-long learning, assumes the exploitation of modern e-learning technologies.

• Leader: In areas where other care providers are in short supply or non-existent, the
pharmacist is obligated to assume a leadership position in the overall welfare of the patient.
(Puustjärvi & Puustjärvi, 2011) This need for detailed cost awareness brings to the surface a
problem: Traditional costing techniques lack the ability to evaluate internal efficiency like
profitability by product/client, focusing more on accounts like labour or material
This will allow users to create/modify their business processes and also the templates by
drawing their business processes just like they were using any other modeling tool by simply
dragging and dropping activities, with the application helping the user in the process by
asking which resources are used in that activity and for how long. With this information, it is
then possible to automatically create the time equations needed without requiring any
expertise from the user.(Lourenço & da Silva, 2013)

ERP in Tax Management

23
Larger businesses and governments are increasingly relying on Enterprise Resource Planning
(ERP) systems, which are designed to enhance the collection of revenues, among other
things. However, the implementation of an ERP system often affects the organizational
climate by changing the manner businesses are conducted in the past, both internally and
externally. These changes tend to impact the actions of workers throughout the transition
process. Nevertheless, organization climate, which is an essential variable for measuring the
success of ERPs, is mostly underutilized(Akrong et al., 2022)

ERP solutions are modular and flexible and thus can be customized to a certain degree. It is
well known that overcoming employee resistance can be a critical factor for the successful
completion of the project, and the top management must provide leadership for all changes,
efforts, objections, and disagreements that arise in the process of reengineering and ERP
implementation(Akrong et al., 2022) The implementation of Enterprise Resource Planning
(ERP) systems represents a significant shift in how businesses and government entities
manage their operations, particularly in terms of revenue collection and overall organizational
functioning. According to Akrong et al. (2022), ERP systems are increasingly relied upon by
larger businesses and governments to enhance revenue collection and improve operational
efficiency. However, the introduction of ERP systems often brings about changes in the
organizational climate, impacting the manner in which businesses conduct their operations
both internally and externally. These changes can disrupt traditional workflows and
communication channels, leading to resistance from employees who are accustomed to
existing practices. Moreover, the transition to an ERP system can create uncertainty and
anxiety among workers, affecting their morale and job satisfaction.
Overcoming employee resistance is a critical challenge in ERP implementation, as
highlighted by Akrong et al. (2022). Resistance may arise due to concerns about job security,
changes in job roles, or unfamiliarity with new technology. Addressing these concerns
requires proactive communication, training, and change management strategies. Effective
leadership from top management is essential for garnering employee buy-in and fostering a
positive organizational climate during the transition process.
ERP solutions offer modular and flexible architectures that can be customized to suit the
unique needs and preferences of organizations. This customization capability allows
businesses to adapt ERP systems to their specific workflows, business processes, and industry

24
requirements. By tailoring ERP systems to align with organizational objectives, businesses
can enhance user acceptance and mitigate resistance to change.
Successful ERP implementation requires strong leadership and effective change management
practices, as emphasized by Akrong et al. (2022). Top management plays a crucial role in
providing vision, direction, and support throughout the implementation process. By
championing the ERP initiative, leaders can inspire confidence, build trust, and motivate
employees to embrace change. Additionally, change management strategies, such as
communication plans, training programs, and stakeholder engagement, help mitigate
resistance and facilitate a smooth transition to the new system.
Despite its importance, organizational climate is often underutilized as a variable for
measuring the success of ERP implementations, as noted by Akrong et al. (2022).
Organizations should incorporate measures of organizational climate into their ERP
implementation strategies to assess employee perceptions, attitudes, and satisfaction levels.
By monitoring organizational climate indicators, such as employee engagement,
collaboration, and adaptability, businesses can identify areas for improvement and implement
targeted interventions to enhance the overall success of ERP initiatives.

The Impact of ERP Systems on Pharmacy Marketing Strategies

An ERP system is a computer system created to combine the units and functions of every
department into a single computer system that can handle the needs of every department. In
fact, the core objective of ERP is to manage the business while enhancing information flow
throughout all facets of a company's internal activities(Kumar, 2023).

ERP was introduced into a couple of marketing classes. Given the stretch of introducing ERP
software in a marketing class and having a positive reaction, assessments were undertaken to
determine if ERP should be included in marketing classes and did students understood the
importance of ERP in performing and evaluating marketing activities. (Stretch-Stephenson et
al., 2015)

ERPs can store customer information, including purchase history and preferences. This data
can be used to target marketing campaigns and promotions more effectively.

25
Enhanced communication and coordination: ERPs can improve communication between
different departments within a pharmacy, including marketing and sales. This can lead to
more cohesive marketing campaigns(Ruivo et al., 2020) Enterprise Resource Planning (ERP)
systems have revolutionized the way businesses manage their operations by integrating
various departments into a unified system. In the context of pharmacy marketing strategies,
ERP systems play a crucial role in streamlining processes and enhancing communication and
coordination across different functions.
The core objective of ERP is to manage business operations efficiently while facilitating the
flow of information across all departments. By consolidating data from various sources, ERP
systems provide a comprehensive overview of the organization's activities, enabling informed
decision-making and strategic planning (Kumar, 2023).

Incorporating ERP systems into marketing classes has yielded positive results, indicating the
potential value of ERP in marketing activities. Assessments conducted to evaluate students'
understanding of ERP's importance in marketing have highlighted its significance in
performing and evaluating marketing activities (Stretch-Stephenson et al., 2015)
.
One of the key advantages of ERP systems in pharmacy marketing is their ability to store
comprehensive customer information, including purchase history and preferences. This data
serves as a valuable resource for targeting marketing campaigns and promotions more
effectively, leading to improved customer engagement and retention.
Furthermore, ERP systems facilitate enhanced communication and coordination between
different departments within a pharmacy, including marketing and sales. By providing a
centralized platform for sharing information and collaborating on projects, ERPs enable more
cohesive marketing campaigns and strategies (Ruivo et al., 2020).

The integration of ERP systems in pharmacy marketing also extends to supply chain
management and inventory control. By synchronizing marketing initiatives with inventory
levels and demand forecasts, pharmacies can optimize their product offerings and ensure
timely availability of medications to meet customer needs.
Moreover, ERP systems offer advanced analytics capabilities that enable pharmacies to
analyze customer data and market trends more effectively. By leveraging insights from ERP-
generated reports and dashboards, pharmacies can identify opportunities for product
innovation, target new market segments, and optimize pricing strategies.
26
In addition to improving internal processes, ERP systems also support external marketing
efforts by enabling seamless integration with customer relationship management (CRM)
systems and e-commerce platforms. This integration allows pharmacies to deliver
personalized marketing messages and offers to customers across multiple channels,
enhancing the overall customer experience.

In conclusion, the impact of ERP systems on pharmacy marketing strategies is profound.

From facilitating data-driven decision-making to enabling seamless communication and
coordination across departments, ERP systems play a pivotal role in driving marketing
effectiveness and efficiency in pharmacies. As pharmacies continue to evolve in response to
changing consumer preferences and market dynamics, the integration of ERP systems will
remain instrumental in shaping their marketing strategies and fostering sustainable growth.

The literature review revealed a mixed perspective among Indian pharmacists regarding the
adoption of ERP software. While some pharmacists recognize the potential benefits of ERP
in streamlining operations and improving efficiency (Kumar, 2023), others express concerns
about implementation challenges and usability issues (Ravikumar et al., 2022).

Challenges and Concerns:

Several challenges and concerns have been identified by Indian pharmacists regarding the
adoption of ERP software. These include:
Cost: The initial investment required for implementing ERP software is often perceived as a
significant barrier for small and medium-sized pharmacies (Basu & Bose, 2014).

Training and Support: Pharmacists express concerns about the availability of adequate
training and support for effectively utilizing ERP software (Elragal & Haddara, 2017).
Integration with Existing Systems: Integration with existing pharmacy management systems
and compatibility with regulatory requirements are cited as potential challenges in adopting
ERP software (Benitez-Amado et al., 2010).

Data Security and Privacy: Pharmacists emphasize the importance of robust data security
measures to protect sensitive patient information stored in ERP systems (Davenport, 1998).
27
Opportunities and Benefits:Despite the challenges, Indian pharmacists also recognize several
opportunities and benefits associated with ERP software adoption. These include:
Improved Efficiency: ERP software can streamline processes, automate repetitive tasks, and
enhance overall operational efficiency (Holsapple & Sena, 2005).

Enhanced Decision-Making: Access to real-time data and analytics capabilities provided by

ERP software enables pharmacists to make informed decisions and respond quickly to market
dynamics (Ram et al., 2014).
Regulatory Compliance: ERP systems can facilitate compliance with regulatory requirements
by standardizing processes and ensuring accurate record-keeping (Themistocleous et al.,
2001). With the advent of technology, particularly Enterprise Resource Planning (ERP)
systems, pharmacies are presented with new opportunities to enhance their operations and
improve patient care. ERP systems serve as integrated platforms that streamline various
departments' functions, enabling efficient information flow across the organization (Kumar,
2023). The introduction of ERP software into pharmacy marketing classes has yielded
positive outcomes, highlighting its significance in enhancing marketing activities'
performance and evaluation (Stretch-Stephenson et al., 2015). By consolidating customer
information, ERP systems enable targeted marketing campaigns and promotions, fostering
better customer engagement and retention (Ruivo et al., 2020).

Despite the potential benefits, Indian pharmacists express concerns about the adoption of
ERP software, citing challenges such as cost, training, integration, and data security (Basu &
Bose, 2014; Elragal & Haddara, 2017; Benitez-Amado et al., 2010; Davenport, 1998).
However, the literature also highlights the opportunities associated with ERP adoption,
including improved efficiency, enhanced decision-making, and regulatory compliance
(Holsapple & Sena, 2005; Ram et al., 2014; Themistocleous et al., 2001). ERP systems serve
as a foundation for integrating emerging technologies such as artificial intelligence (AI),
machine learning (ML), and Internet of Things (IoT) devices. By integrating these
technologies into ERP platforms, pharmacies can further enhance operational efficiency,
optimize resource utilization, and deliver innovative healthcare solutions (Kumar, 2023;
Lourenço & da Silva, 2013).

Moreover, ERP systems offer advanced analytics capabilities that enable pharmacies to
analyze customer data and market trends effectively. By leveraging insights from ERP-
28
generated reports and dashboards, pharmacies can identify opportunities for product
innovation, target new market segments, and optimize pricing strategies. Additionally, ERP
systems support external marketing efforts by seamlessly integrating with customer
relationship management (CRM) systems and e-commerce platforms, enhancing the overall
customer experience (Ruivo et al., 2020).

Objective of Study

The objective of this thesis is to explore the perspectives of Indian pharmacists on Enterprise
Resource Planning (ERP) software and its application in pharmacy settings. The study aims
to achieve the following:

Demographic Profiling: To gather demographic information including gender, age, years of

experience in pharmacy practice, location of practice, and educational background of
pharmacists. Understanding the demographic profile will provide insights into potential
variations in perspectives on ERP software adoption.

Awareness and Adoption: To assess pharmacists' awareness of ERP software and their
adoption rates. This involves understanding whether pharmacists have previous experience
with ERP software, including the type of software used and the duration of usage.
Information Sources and Decision-Making: To identify the sources from which pharmacists
acquire information about ERP software and the factors influencing their decision-making
process when selecting an ERP solution for their pharmacies.

Functionality Usage: To explore which specific functionalities of ERP software pharmacists

find most valuable and utilize frequently in their daily operations. This includes inventory
management, billing, prescription management, marketing tools, and customer relationship
management features.

Challenges and Benefits: To investigate the perceived benefits and challenges associated
with ERP software adoption in pharmacies. This involves understanding the impact of ERP

29
software on workflow efficiency, accuracy in record-keeping, customer service, and overall
profitability of pharmacies.

Satisfaction Levels: To gauge pharmacists' overall satisfaction with their current ERP
software and identify areas for improvement. This includes assessing satisfaction levels on a
scale and exploring reasons behind satisfaction or dissatisfaction.
Usage Patterns: To examine the activities in which ERP software is mostly utilized within
pharmacies, focusing on areas such as inventory management, billing, tax management, and
marketing reminders.

Through these objectives, the thesis aims to provide a comprehensive understanding of Indian
pharmacists' perspectives on ERP software, addressing awareness, adoption, usage patterns,
challenges, and potential benefits. The findings will contribute to the body of knowledge on
the integration of technology in pharmacy settings and inform stakeholders about the factors
influencing ERP software adoption in the Indian pharmaceutical landscape

Research Methodology:

Research design:
A descriptive research design will be employed to gather data on pharmacists' perceptions,
attitudes, and experiences with ERP software. This study gathered data from the Pharmacists
operating in private pharmacies and were given a structured questionnaire to complete in
order to collect data for this study from them. This approach allows for a comprehensive
understanding of the current state of ERP software adoption within Indian pharmacies.
30
Sampling
The sample size was 100 persons.

Sampling Method: A random sampling approach will be used to select participants from a
representative pool of registered pharmacists across various regions in India.
Sample Size: A target sample size of 200 pharmacists will be pursued to ensure statistically
reliable data and generalizable findings.

Data Collection Methods

Primary Data Collection

Questionnaire: A well-structured, self-administered questionnaire will be the primary tool for

data collection. The questionnaire will be developed to gather information on the following:
 Pharmacist demographics (age, gender, years of experience)
 Pharmacy characteristics (location, size, type of ownership)
 Awareness and experience with ERP software
 Perceived benefits and challenges of using ERP software
 Specific functionalities used within the ERP software (e.g., inventory management,
billing, marketing)
 Overall satisfaction with current ERP software (if applicable)

Observation: While not directly collecting data on customer prescription behavior, brief
observations within pharmacies (with informed consent) will be conducted to understand the
context of pharmacists' work environment and potential challenges related to integrating ERP
software.

Secondary Data Collection

A comprehensive review of existing literature will be conducted to gather relevant
information from research papers, industry reports, government publications, and websites.
This secondary data will provide insights into the current state of ERP software adoption in
pharmacies, trends in the Indian pharmaceutical sector, and potential benefits and challenges
associated with ERP implementation.
31
Data Analysis

Data from the brief observations conducted within pharmacies will be analyzed using a
narrative approach. The observations will be used to supplement and contextualize the
findings from the questionnaire. Descriptive narratives will be created to capture the observed
workflows related to tasks managed by ERP software (inventory management, billing) and
pharmacist-customer interactions. These narratives will provide a richer understanding of the
pharmacists' work environment and potential considerations for integrating ERP software.

Pilot Testing
Prior to full-scale data collection, a pilot test with a small group of pharmacists will be
conducted to assess the clarity, comprehensiveness, and effectiveness of the questionnaire
and observation protocol. The pilot test will allow for refinement and ensure the data
collection instruments are well-suited for the target population.

Data Interpretation

Part A: Demographics Question

The initial section of our pharmacist survey will focus on gathering demographic
information. This will include details such as the pharmacists' gender, age, years of
experience working in a pharmacy setting, location of their practice (urban/rural), and
educational background (pharmacy degree or other qualifications).

Collecting this demographic data is crucial for understanding the sample population and
identifying potential variations in perspectives on ERP software adoption.

Gender
32
The given data represents the distribution of gender among a group of individuals. The group
consists of four categories: Female, Male, Prefer not to say, and Transgender. The count of
individuals in each category is represented as a percentage of the total count of individuals in
the group. Most of the target audience is male

Age

33
The data suggests a distinct pattern in ERP software usage based on age.

Here's a breakdown of the key observations:

Peak Users in the 30-50 Age Group: A significant portion of the population, roughly two-
thirds (63.4%), falls within the 30-50 age range and demonstrates the highest usage of ERP
software
.
Emerging Users in the 15-30 Age Range: A notable segment, nearly one-fifth (37.8%),
represents the 26-33 age group. This suggests an emerging user base, possibly due to their
recent entry into the workforce and early exposure to ERP systems.

34
How old the pharmacy is

A substantial share of the pharmacies interviewed, around 33.3%, fall within the 2-5 year age
range, and Roughly 29.2% fall in the 5-10 year range, and 25% are older than ten years new
pharmacies were 12.5 %

The new pharmacies, representing approximately 12.5% of the sample, contribute to the
diversity of the age distribution observed in the study. These newly established pharmacies
may bring fresh perspectives and innovative approaches to the market, contributing to the
dynamism of the pharmacy industry.

Overall, the age distribution of the interviewed pharmacies reflects a mix of both new
entrants and established players in the market, highlighting the evolving nature of the
pharmacy sector and the diverse experiences and perspectives present within it.

35
Exploring Pharmacist Experiences with ERP Software: Part B

The second section of our pharmacist survey, Part B, will delve into their experiences with
ERP software and its application in their daily work environment. This section will aim to
gather insights into various aspects of ERP software adoption and usage.

1. Awareness and Prior Experience:

The survey will inquire whether the pharmacists have ever used ERP software in their
pharmacies before.
Those who have follow-up questions can explore the type of ERP software used and the
duration of use.

2. Information Sources and Decision-Making:

The survey will gather information on how pharmacists learn about different ERP software
options. This might include options like online research, industry conferences,
recommendations from colleagues, or software vendor marketing materials.
Questions can be designed to understand the factors influencing pharmacists' decisions when
selecting an ERP software solution for their pharmacies. These factors might include budget
constraints, desired functionalities, ease of use, and vendor support options.

3. Functionality Usage:
The survey will explore which specific functionalities of ERP software pharmacists find most
valuable and utilize the most frequently. Examples may include inventory management,
billing and accounting, prescription management (if applicable), marketing tools, or customer
relationship management features.
Additional questions can delve into the perceived effectiveness of these functionalities in
streamlining daily operations and improving pharmacy efficiency.

4. Challenges and Benefits:

The survey will explore the perceived benefits and challenges associated with ERP software
adoption in pharmacies.

36
Pharmacists might be asked to rate their level of agreement with statements about the
software's impact on areas such as workflow efficiency, accuracy in record-keeping,
customer service, and overall profitability of the pharmacy.
Open-ended questions can encourage pharmacists to elaborate on their experiences with
specific challenges and potential solutions.

5. Overall Satisfaction:
This section will gauge pharmacists' overall satisfaction with their current ERP software (if
applicable).
Responses can be collected on a scale ranging from highly satisfied to highly dissatisfied.
Open-ended questions can encourage pharmacists to elaborate on the reasons behind their
satisfaction level and provide suggestions for improvement.
By thoroughly exploring these areas in Part B of the survey, the research can gather valuable
insights into Indian pharmacists' perspectives on ERP software and its application in their
daily work.

Have awareness about ERP Software for Pharmacy.

According to the data, 67.9% of the people were aware of the ERP Software. While a
significant portion (67.9%) of the surveyed population demonstrated awareness of Enterprise
Resource Planning (ERP) software, a (10.7%) remained unsure about its specifics. This latter

37
group, though having heard of ERP, might lack a clear understanding of its functionalities
and potential benefits. This highlights a gap in knowledge regarding ERP within a relevant
demographic, suggesting a need for targeted educational initiatives to bridge this gap and
unlock the full potential of ERP adoption

Have you ever used ERP Software in your pharmacy

From where did you get information about ERP Software

38
  Dominant Role of Pharmacies (52.6%): This suggests that pharmacists or neighboring
pharmacies play a significant role in educating others about ERP software. This could
be through direct communication, recommendations, or observing the benefits in
nearby businesses.
 Social Media Influence (36.8%): Social media emerges as another prominent source
of ERP awareness. This could be through industry groups, social media ads, or
organic content related to ERP software in the pharmacy sector.

Which ERP Software is using

 Marg: The dominant software, used by approximately 50% of pharmacies.

 Easy sol: Used by 29.2% of pharmacies.
 Busy: Represents a smaller portion of pharmacies at 4.2%.
 Other: Encompasses the remaining 16.7% of pharmacies using unspecified software.

We can conclude that Marg is the most popular choice among pharmacies, with nearly twice
the usage compared to Easy sol (50% vs 29.2%). Busy captures a minimal market share, and
a significant portion (16.7%) relies on alternative software solutions.

39
Satisfied with the software?

The data reveals that a significant portion of pharmacy staff, constituting 50%, reported
satisfaction with the ERP software utilized in their operations. This satisfaction level suggests
that the software effectively meets the needs and expectations of half of the respondents,
indicating successful implementation and functionality.
However, it is notable that a substantial proportion, approximately 44.4%, expressed a
sentiment of 'Maybe' regarding their satisfaction with the ERP software. This 'Maybe'
sentiment suggests a level of uncertainty or ambiguity among the respondents, indicating that
while they may not be entirely dissatisfied, there is room for improvement or enhancement in
certain aspects of the software's performance or usability.
Furthermore, a small but notable fraction, comprising approximately 5.6% of pharmacy staff,
presumably indicated dissatisfaction with the ERP software. This dissatisfaction could stem
from various factors such as usability issues, lack of training or support, or functionalities that
do not meet their specific requirements.

In which activity is ERP software mostly used?

40
Analysis revealed that inventory management (88.1%) was the dominant use case for ERP
systems in pharmacies, followed by billing (50.0%). Tax management (47.6%) and marketing
reminders (23.0%) were utilized by a smaller portion of pharmacies.

41
Discussion:

The research sheds light on the pivotal role pharmacists play in the adoption process of ERP
software within the Indian pharmacy landscape. While the awareness and familiarity with
ERP software vary among pharmacists, those who have embraced it acknowledge its
potential to revolutionize their operations by streamlining tasks and enhancing overall
efficiency. However, inherent concerns such as upfront costs, the need for comprehensive
user training, and potential disruptions to existing workflows persist, posing significant
barriers to widespread adoption.

The findings underscore the critical importance of actively involving pharmacists in the ERP
adoption journey. Educational initiatives and targeted workshops can serve as effective
platforms to bridge knowledge gaps and demonstrate the tangible benefits of ERP
implementation. By providing pharmacists with comprehensive training sessions tailored to
their specific needs and operational contexts, stakeholders can empower them to navigate the
complexities of ERP systems with confidence and proficiency.

Moreover, incorporating pharmacists into the decision-making process during ERP selection
stages is paramount. By soliciting their input and insights, stakeholders can gain invaluable
perspectives on workflow intricacies, pain points, and desired functionalities, thus ensuring
that the chosen ERP solution aligns seamlessly with their operational requirements. This
collaborative approach not only fosters a sense of ownership and buy-in among pharmacists
but also enhances the likelihood of successful ERP implementation and user adoption.
Furthermore, stakeholders advocating for ERP adoption in Indian pharmacies must
proactively address pharmacists' concerns and apprehensions. By offering transparent
communication channels and comprehensive support mechanisms, including ongoing
technical assistance and troubleshooting resources, stakeholders can alleviate fears of
potential disruptions and mitigate resistance to change.

In essence, recognizing pharmacists as pivotal stakeholders and actively involving them in

the ERP adoption process is instrumental in creating a conducive environment for successful

42
implementation. By addressing their needs, preferences, and concerns, stakeholders can pave
the way for seamless integration of ERP systems into Indian pharmacy operations, ultimately
driving enhanced efficiency, productivity, and overall organizational performance.

Conclusion:

The Indian pharmaceutical landscape is undergoing a period of significant transformation,

with a growing emphasis on technological advancements to improve efficiency and customer
service. This research has explored the perspectives of Indian pharmacists regarding
Enterprise Resource Planning (ERP) software and its application in their daily work
environment.

The findings highlight a range of awareness levels and experiences with ERP software among
pharmacists. While some have adopted and utilized various functionalities, others remain
unfamiliar with its potential benefits. Pharmacists who have experience with ERP software
value functionalities that streamline tasks like inventory management, billing, and customer
relationship management.

The research also identified key factors influencing pharmacists' decisions regarding ERP
software adoption. These include access to reliable information sources, consideration of
cost-effectiveness and user-friendliness, and the perceived impact on overall pharmacy
efficiency. While pharmacists acknowledge the potential benefits of ERP software in
streamlining operations, challenges related to implementation costs, user training
requirements, and potential disruptions to existing workflows remain concerns.

Looking Ahead: The Future of ERP Software in Indian Pharmacies

Based on the research findings, several key considerations emerge for the future of ERP
software adoption in Indian pharmacies:

 Bridging the Knowledge Gap: Initiatives to raise awareness and educate pharmacists
about the benefits and functionalities of ERP software are crucial.
 Cost-Effective Solutions: Developing affordable and scalable ERP software
solutions tailored to the needs of Indian pharmacies is essential for wider adoption.

43
  User-Centric Design: Designing ERP software with user-friendly interfaces and
comprehensive training programs will enhance pharmacist acceptance and utilization.

By addressing these considerations, stakeholders in the Indian pharmaceutical sector can

create a more favorable environment for ERP software adoption. Ultimately, seamless
integration of ERP software has the potential to significantly improve efficiency, streamline
operations, and enhance customer service within Indian pharmacies.

References
Akrong, G. B., Shao, Y., & Owusu, E. (2022). Evaluation of organizational climate factors on
tax administration enterprise resource planning (ERP) system. Heliyon, 8(6), e09642.
https://doi.org/10.1016/j.heliyon.2022.e09642

Anusha, S. L., Alok, S., & Shaik, A. (2014). Demand Forecasting for the Indian
Pharmaceutical Retail: A Case Study. Journal of Supply Chain Management Systems,
3(2), 1–8.
Ekasari, K., Mustofa, A., & Kusmintarti, A. (2021). Evaluation Of Accounting Information
Systems Based on Open-ERP At Pharmacy : A Case Study. 1(3), 288–294.
Goud Sandhil, S., & Vishal Gupta, N. (2013). Enterprise Resource Planning (ERP) - A tool
for uninterrupted supply in pharmaceutical supply chain management. International
Journal of Pharmacy and Pharmaceutical Sciences, 5(3), 103–106.
Habib, K., & Ănciulescu, G. S. T. (2017). Introducing Theories And Practices Concerning
Erp The Case Of The Pharmaceutical Industry. Knowledge Horizons - Economics, 9(3),
20–24.
Jarab, A. S., Abu Heshmeh, S. R., & Al Meslamani, A. Z. (2023). Artificial intelligence (AI)
in pharmacy: an overview of innovations. Journal of Medical Economics, 26(1), 1261–
1265. https://doi.org/10.1080/13696998.2023.2265245
Kumar, G. (2023). Critical Success Factors of Adopting an Enterprise System for
Pharmaceutical Drug Traceability. https://doi.org/10.31586/ujpp.2023.738
Lourenço, A., & da Silva, M. M. (2013). A cloud-based service for affordable cost analysis.

44
 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected
World: Anything, Anywhere, Anytime, 1, 9–17.
Miller, R., & Goodman, C. (2017). Do chain pharmacies perform better than independent
pharmacies? Evidence from a standardised patient study of the management of
childhood diarrhoea and suspected tuberculosis in urban India. BMJ Global Health, 2(3),
1–11. https://doi.org/10.1136/bmjgh-2017-000457
Mustofa, A., Ekasari, K., & Kusmintarti, A. (2021). IMPLEMENTATION OF INVENTORY
ACCOUNTING INFORMATION SYSTEMS AT PHARMACY (Case Study at Tirta
Pharmacy). Business and Accounting Research (IJEBAR) Peer Reviewed-International
Journal, 5(2), 153–160. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Patidar, A., Vinchurkar, K., Sciences, N. B. P., & 2018, undefined. (2018). Digitalisation in
Pharmacy. Researchgate.Net, 3(5), 37–43.
https://www.researchgate.net/profile/Kuldeep-Vinchurkar/publication/
328307444_Digitalisation_in_Pharmacy/links/5bc5c5b7299bf17a1c559eb3/
Digitalisation-in-Pharmacy.pdf
Puustjärvi, J., & Puustjärvi, L. (2011). Pharmaceutical Care: A Challenge for EAI in
Pharmacies. ICDS 2011, The Fifth International …, c, 100–105.
http://www.thinkmind.org/index.php?view=article&articleid=icds_2011_4_10_10029
Ravikumar, A., Balushi, A. Al, & Bulushi, Y. Al. (2022). P harmacists ’ perception on the
use of Accounting Information System for Pharmacy Management : A study in. 13(3),
769–776. https://doi.org/10.47750/pnr.2022.13.03.116
Road, H., & Nagar, R. (2012). ERP implementation in hospitals : a case study Divya
Agarwal * Poonam Garg. 7(2).
Rosemman Michael, & Wiese, J. (1999). Measuring the Performance of ERP Software. 10th
Australasian Conference on Information Systems, 773–784.
Ruivo, P., Johansson, B., Sarker, S., & Oliveira, T. (2020). The relationship between ERP
capabilities, use, and value. Computers in Industry, 117.
https://doi.org/10.1016/j.compind.2020.103209
Stretch-Stephenson, S. M., Houston, H. R., & Germano, M. A. (2015). Integrating
Technology into Marketing Courses via SAP Enterprise Resource Planning (ERP)
System. Journal of Business and Economics, 6(3), 424–430.
https://doi.org/10.15341/jbe(2155-7950)/03.06.2015/002
Vuksic, V. B., & Spremic, M. (2005). ERP system implementation and business process
change: Case study of a pharmaceutical company. Journal of Computing and
45
 Information Technology, 13(1), 11–24. https://doi.org/10.2498/cit.2005.01.02
Basu, P., & Bose, I. (2014). Adoption of Enterprise Resource Planning (ERP) Systems
small and Medium Enterprises (SMEs) in Developing Countries: A Review of Literature.
journal of Global Information Technology Management, 17(3), 173–205.

Benitez-Amado, J., Llorens-Montes, F. J., & Perez-Arostegui, M. N. (2010). ERP systems in

small companies: A resource-based perspective. Journal of Enterprise Information
Management, 23(1), 28–55.

Davenport, T. H. (1998). Putting the enterprise into the enterprise system. Harvard Business
Review, 76(4), 121–131.

Elragal, A., & Haddara, M. (2017). The impact of ERP success factors on ERP
implementation success in small and medium-sized enterprises in manufacturing sector.
Alexandria Engineering Journal, 56(1), 101–114.

Holsapple, C. W., & Sena, M. P. (2005). ERP systems and competitive advantage: some
initial results. Information & Management, 42(3), 283–295Akrong, G. B., Shao, Y., &
Owusu, E. (2022). Evaluation of organizational climate factors on tax administration
enterprise resource planning (ERP) system. Heliyon, 8(6), e09642.
https://doi.org/10.1016/j.heliyon.2022.e09642
Anusha, S. L., Alok, S., & Shaik, A. (2014). Demand Forecasting for the Indian
Pharmaceutical Retail: A Case Study. Journal of Supply Chain Management Systems,
3(2), 1–8.
Ekasari, K., Mustofa, A., & Kusmintarti, A. (2021). Evaluation Of Accounting Information
Systems Based on Open-ERP At Pharmacy : A Case Study. 1(3), 288–294.
Goud Sandhil, S., & Vishal Gupta, N. (2013). Enterprise Resource Planning (ERP) - A tool
for uninterrupted supply in pharmaceutical supply chain management. International
Journal of Pharmacy and Pharmaceutical Sciences, 5(3), 103–106.
Habib, K., & Ănciulescu, G. S. T. (2017). Introducing Theories And Practices Concerning
Erp The Case Of The Pharmaceutical Industry. Knowledge Horizons - Economics, 9(3),
20–24.
Jarab, A. S., Abu Heshmeh, S. R., & Al Meslamani, A. Z. (2023). Artificial intelligence (AI)
in pharmacy: an overview of innovations. Journal of Medical Economics, 26(1), 1261–
46
 1265. https://doi.org/10.1080/13696998.2023.2265245
Kumar, G. (2023). Critical Success Factors of Adopting an Enterprise System for
Pharmaceutical Drug Traceability. https://doi.org/10.31586/ujpp.2023.738
Lourenço, A., & da Silva, M. M. (2013). A cloud-based service for affordable cost analysis.
19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected
World: Anything, Anywhere, Anytime, 1, 9–17.
Miller, R., & Goodman, C. (2017). Do chain pharmacies perform better than independent
pharmacies? Evidence from a standardised patient study of the management of
childhood diarrhoea and suspected tuberculosis in urban India. BMJ Global Health, 2(3),
1–11. https://doi.org/10.1136/bmjgh-2017-000457
Mustofa, A., Ekasari, K., & Kusmintarti, A. (2021). IMPLEMENTATION OF INVENTORY
ACCOUNTING INFORMATION SYSTEMS AT PHARMACY (Case Study at Tirta
Pharmacy). Business and Accounting Research (IJEBAR) Peer Reviewed-International
Journal, 5(2), 153–160. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Patidar, A., Vinchurkar, K., Sciences, N. B. P., & 2018, undefined. (2018). Digitalisation in
Pharmacy. Researchgate.Net, 3(5), 37–43.
https://www.researchgate.net/profile/Kuldeep-Vinchurkar/publication/
328307444_Digitalisation_in_Pharmacy/links/5bc5c5b7299bf17a1c559eb3/
Digitalisation-in-Pharmacy.pdf
Puustjärvi, J., & Puustjärvi, L. (2011). Pharmaceutical Care: A Challenge for EAI in
Pharmacies. ICDS 2011, The Fifth International …, c, 100–105.
http://www.thinkmind.org/index.php?view=article&articleid=icds_2011_4_10_10029
Ravikumar, A., Balushi, A. Al, & Bulushi, Y. Al. (2022). P harmacists ’ perception on the
use of Accounting Information System for Pharmacy Management : A study in. 13(3),
769–776. https://doi.org/10.47750/pnr.2022.13.03.116
Road, H., & Nagar, R. (2012). ERP implementation in hospitals : a case study Divya
Agarwal * Poonam Garg. 7(2).
Rosemman Michael, & Wiese, J. (1999). Measuring the Performance of ERP Software. 10th
Australasian Conference on Information Systems, 773–784.
Ruivo, P., Johansson, B., Sarker, S., & Oliveira, T. (2020). The relationship between ERP
capabilities, use, and value. Computers in Industry, 117.
https://doi.org/10.1016/j.compind.2020.103209
Stretch-Stephenson, S. M., Houston, H. R., & Germano, M. A. (2015). Integrating
Technology into Marketing Courses via SAP Enterprise Resource Planning (ERP)
47
 System. Journal of Business and Economics, 6(3), 424–430.
https://doi.org/10.15341/jbe(2155-7950)/03.06.2015/002
Vuksic, V. B., & Spremic, M. (2005). ERP system implementation and business process
change: Case study of a pharmaceutical company. Journal of Computing and
Information Technology, 13(1), 11–24. https://doi.org/10.2498/cit.2005.01.02

48