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All Journal Enrichment: Journal of Multidisciplinary Research and Development Journal of Digital Business and Marketing
Astri Ghina
Telkom University, Indonesia
Humanities Economics, Econometrics & Finance Engineering Health Professions Social Sciences

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Business model development for hospital pharmacy services case study: Edelweiss Hospital Ahmad Meiyanto Wahyu Utomo; Astri Ghina
Journal of Digital Business and Marketing Vol. 1 No. 1 (2025): February
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jdbm.v1i1.3320

Abstract

Purpose: Innovation in healthcare is a key strategy for enhancing the competitiveness of Indonesian healthcare facilities. As one of the most complex and valuable hospital services, pharmacy services are the focus of this study, which aims to identify gaps between user profiles and provided services, determine value propositions, and develop a suitable business model Method: This study used a qualitative research methodology with a case study strategy and an abductive development approach. Data were collected through in-depth interviews with 6 (six) patients with outpatient insurance coverage and 6 (six) pharmacy staff members. Results: The study identified two main gaps in pharmacy services—long waits and lack of queue information—after testing the business model canvas with five patients and five pharmacists. Four value propositions emerged: faster service, transparent notifications, stock certainty, and improved patient experiences. Conclusion: The proposed business model canvas addresses the identified service gaps by offering targeted value propositions aimed at enhancing operational efficiency, improving service transparency, and elevating patient satisfaction with pharmacy services. Limitation: The study was limited to one healthcare facility with a small sample size, which may restrict the generalizability of the findings to other healthcare settings or regions. Contribution: This study contributes to healthcare service management by providing an empirically tested business model framework for pharmacy services that integrates patient and staff perspectives, offering actionable strategies to improve service delivery and competitiveness.
Designing a Web-Based Inquiry Management Platform Us-ing a Design Thinking Approach (Case Study: PQM Con-sultants) Nindytha Salsabila Kara Noor; Astri Ghina
Enrichment: Journal of Multidisciplinary Research and Development Vol. 3 No. 4 (2025): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v3i4.455

Abstract

Technological advancements and digital transformation have significantly impacted business management, including the consulting sector. PQM Consultants faces challenges in managing inquiries, which are still manually handled using Microsoft Excel. This manual process results in fragmented data, delays in accessing information, input errors, and difficulties in real-time monitoring of inquiry statuses. These issues affect operational efficiency, data transparency, and timely decision-making. This research focuses on developing a web-based inquiry management platform through the Design Thinking methodology, aiming to improve the efficiency and effectiveness of inquiry handling at PQM Consultants. Adopting a qualitative case study approach, the study gathers insights through in-depth interviews, direct observations, and document reviews involving consultants and support team members who are directly engaged in the inquiry process. Research participants consist of consultants and support team members directly involved in inquiry management. The study uses a Design Thinking approach, which focuses on solving problems through repeated refinement and actively involving users throughout the development process. This framework supports the development of creative solutions by deeply understanding user needs, defining key challenges, and continuously refining ideas through prototyping and testing (Costich 2021). The Empathize stage focuses on understanding user needs and challenges. The Define stage formulates the core problems specifically. The Ideate stage generates creative ideas as potential solutions. The Prototype stage develops an initial design of the platform, which is then tested during the Test stage to gather feedback for further refinement. The results indicate that the web-based inquiry management platform effectively addresses various challenges in managing inquiry data, such as access delays, input errors, and data fragmentation. The platform enables consultants to monitor inquiry statuses in real-time, access data transparently, and make faster and more accurate decisions.
Co-Authors Ahmad Meiyanto Wahyu Utomo Nindytha Salsabila Kara Noor