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About the Authors: Dr. Alston is an Associate Dean and professor, Savannah Campus, South University School of Pharmacy. He has over 30 years of experience in community pharmacy management, both as a chain pharmacy administrator and an independent pharmacy owner. He earned a Doctor of Pharmacy (PharmD) degree from the University of the Pacific and has published three best-selling management books, The Bosshole Effect—Managing People Simplified, The Ten Things A New Manager Must Get Right From the Start, and Own Your Value—The Real Future of Pharmacy Practice. His passion lies in teaching the next generation of pharmacists how to create value for the stakeholders they serve and learn the business skills they need to thrive.

Dr. William Wynn is a graduate of Medical University of South Carolina (B.S. 1997) and University of South Carolina (PharmD 1999), currently living in Blythewood, South Carolina. William was a Revco and CVS Pharmacist with a community pharmacy career from 1997 to 2009, serving as a staff pharmacist, pharmacist in charge, and pharmacy supervisor, managing up to twenty stores and hundreds of employees. As Assistant Professor, Experiential Education Coordinator, and Director of Interprofessional Education for the Columbia Campus of South University, most of his classroom time is dedicated to management, advocacy, leadership, our ever changing health care system, and pharmacoeconomics. William is a former President of the South Carolina Pharmacy Association (SCPhA), and currently serves on SCPhA’s and South Carolina Society of Health-System Pharmacist’s legislative committees. Nationally, William has served the American Pharmacists Association (APhA) House of Delegates for 9 of the past 10 years, the APhA House of Delegates New Business Committee for 1 year and the American Association of Colleges of Pharmacy (AACP) Faculty House of Delegates for 2 years. William is also an AACP Academic Leadership Fellow, the recipient of the Smith Drug Visionary Leadership Award, the Class of 2019 Teacher of the Year at South University, and the 2018 South Carolina Ken Couch Distinguished Mentor Award.



After completing this chapter, readers should be able to:

  1. Define the role of the business in society and the role of profits in business.

  2. Define the role of operations management within a business.

  3. Describe the concept of command intent.

  4. Describe how operations managers accomplish the command intent of an organization.

  5. Describe the essential operations management tasks.

  6. Illuminate differences between a production worker and a knowledge worker.

  7. Describe Human Sigma as a model for customer service operations.

  8. Equate the management process to the Pharmacists’ Patient Care Process.


Trey Smith, PharmD, is the pharmacy manager at Smith’s Drug, a small independent pharmacy. His pharmacy performs regular dispensing, custom compounding, and sells a line of durable medical equipment. Trey has recently lost ...

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