Directorate of Zonal Operations (DZO) - East

MSD's Directorate of Customer Sales and Service consists of a team of highly trained Pharmaceutical and Sales professionals both at the Dar es Salaam central offices and the eight zonal stores.

The newly created Directorate was designed to serve our customers by increased personal contact, decentralization of empowerment and focusing on critical areas such as Zonal sales backup, Customer Service, Back Order and complaints management.

New departments have been established to support the growing demands of the Indent system, the expanding Integrated Programs Management as well as the Management Information System allowing information sharing at all levels.

MSD is constantly striving to improve the level of service and customer satisfaction. With the recent institution of connecting all zones electronically to the Dar es Salaam central office, all information and product status as well as orders are shared at once. A new programme to measure the delivery and percentage performance of all zones and MSD overall has recently been created to focus on meeting the challenge of stock availability.

Order fulfilment levels are averaging 86% delivery of ordered goods to date. In addition MSD has created the Inventory Management department to oversee globally all aspects of stock availability.