Document Type



Across Australia the pharmacy industry is undergoing major reform and re-structuring. Emerging technologies like e-pharmacies, new low cost players, pressures from supermarkets, doctors, consumers and politicians have changed the nature of this industry. Such pressures are causing the industry to unite, to draw all its component players together, and to deliver a new disruptive solution set that will likely radically change the status of competition. A service value network (SVN) framework is discussed as the likely scenario, and its major underlying dimensions are detailed. Such a SVN approach may eventually lead to better strategic alignment, higher industry performance (capabilities and delivery), greater valueadding solutions, increased customer satisfaction, and more competitive pricing.