Key success factors in the implementation of an automated dispensing system in a community pharmacy

This research project was undertaken to determine the factors that influence the success of an implementation of a disruptive technology in a small business context. The technology studied was automated dispensing systems (ADSs), which are at an early stage of adoption and represent a major innovation in community pharmacy. Twenty interviews were conducted with owners, managers and 10 dispensary assistants from all 11 pharmacies in Australia where ADSs have been installed to date. Two main themes were identified from the interviews: pharmacy organisational characteristics and factors associated with the new technology. Pharmacy organisational characteristics include factors associated with the leadership, the planning undertaken, employees, the pharmacy and its processes. Factors associated with the ADS include the machine itself, the software, the installation and the vendor.