Continuous improvement is built into the model
Weekly monitoring, monthly evaluation, and plan-vs-actual reviews that keep pilot stores on track and ready for scale.
What Gets Monitored Every Week
Weekly monitoring is concrete and actionable—each metric has a clear definition, a target, and a coaching response when it falls short.
| Metric | Definition | Target |
|---|---|---|
| Service Adoption Rate | Percentage of eligible interactions where care services were offered | ≥ 80% |
| Counselling Coverage | Proportion of dispensing interactions with structured three-point counselling | ≥ 70% |
| SOP / Workflow Adherence | Percentage of interactions following the five-step patient care journey | ≥ 85% |
| Pharmacist Engagement | Participation in weekly coaching, training updates, and data recording | High |
Monthly KPI Evaluation
Monthly evaluation provides the foundation for ROI storytelling and internal scale decisions—what we improved, what we adjusted, what we repeat next month.
How Plan-vs-Actual Reviews Work
Every month, the implementation team reviews actual KPI performance against the targets set at pilot launch. The review follows a structured narrative:
What we improved
KPIs that moved in the right direction—celebrate and document as best practice
What we adjusted
Metrics that fell short—root cause analysis and process correction actions
What we repeat next month
Confirmed behaviors and workflows that are working—lock them into SOPs
Sample Monthly Narrative
Roles & Accountability
Clear accountability at every level—from program strategy to daily store execution.
Pilot Lead
Overall program accountability, reporting, and escalation
Plan-vs-actual reviews, scale decisions
Training design, KPI framework
Regional / Cluster Coordinator
Store-level monitoring, coaching visits, data collection
Weekly report submission
Store operators, pharmacists
Store Pharmacist / Operator
Counselling delivery, data recording, SOP compliance
Daily execution and patient interaction quality
Regional coordinator