Collaborative implementation of e‐business processes within the health‐care supply chain: the Monash Pharmacy Project

Purpose – The purpose of this paper is to provide insights into the implementation of e‐business processes in the procurement area of a healthcare supply chain when multiple stakeholders are involved. Design/methodology/approach – A single longitudinal case study spanning three years is presented using data collected from interviews, participant observation, and documentary analysis. Findings – This study identifies the lack of consistency and poor data quality as well as the global nature of suppliers as key issues in the e‐business implementation in the healthcare supply chain. It also points out the need for collaboration and trust for a successful implementation. Practical implications – This study provides practitioners with a useful guide to the various technology‐related, management, and business issues that can arise during the implementation of e‐business processes in the context of supply chains involving multiple stakeholders. Originality/value – This study is distinctive on two grounds: the longitudinal nature of the study over three years; and the wide variety of participants in the Monash Pharmacy Project (including a large general hospital pharmacy, pharmaceutical manufacturers, wholesalers, government regulatory agencies, and technology providers).