Process Standardization to Strengthen Daily Management in Medical-Hospital Product Distribution: A Case Study

Abstract

This study investigates the application of process standardization to strengthen Daily Routine Management (DRM) in a company operating in the medical-hospital product distribution sector. The research adopted a qualitative case study approach and employed process mapping, semi-structured interviews, direct observation, and documentary analysis to identify and prioritize critical operational processes. Based on the diagnostic assessment, three processes were selected for intervention: receiving and inspection, storage, and order picking and dispatch preparation. Standard Operating Procedures (SOPs) were subsequently developed, incorporating standardized workflows, defined responsibilities, inspection criteria, control points, and operational guidelines. The proposed procedures were reviewed and validated by the company's management team and presented to the employees involved in the selected activities. The intervention resulted in the formalization and documentation of the three critical processes and established a structured reference for their execution and monitoring. The study indicates that process standardization can provide organizational support for Daily Routine Management by clarifying operational requirements and establishing consistent procedures for critical activities. However, the study did not include a systematic quantitative before-and-after assessment of operational performance. Therefore, no causal conclusions can be drawn regarding reductions in errors, cycle time, nonconformities, or other performance indicators. Future research should incorporate longitudinal monitoring and quantitative performance measures to assess the effectiveness and sustainability of the implemented procedures.