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Le secteur de la pharmacie communautaire belge subit de profondes mutations en raison de l'expansion de la vente en ligne, de la concurrence des grandes chaînes de parapharmacies et des évolutions technologiques. Ce mémoire explore comment les pharmacies peuvent s'adapter et prospérer dans cet environnement en s’inspirant de cadres d'analyse comme le Balanced Scorecard (BSC) et d’outils d'innovation tels que le Value Proposition Canvas et l'approche Lean Startup. Le BSC permet d'évaluer les performances des pharmacies à travers les perspectives des patients, financières, des processus internes et de l'apprentissage. L'étude révèle que les pharmacies doivent se concentrer sur la satisfaction des patients, diversifier leurs sources de revenus, optimiser leurs processus internes et adopter une culture d'innovation continue pour rester compétitives. Les services personnalisés, tels que la revue de médication et les entretiens de bon usage des médicaments, sont essentiels pour fidéliser les patients et améliorer la qualité des soins. Ce travail propose des stratégies et des outils qui pourraient être utilisés par les pharmacies communautaires pour se réinventer, améliorer leur performance globale et répondre efficacement aux besoins évolutifs de leurs patients tout en maintenant leur rôle central dans le système de soins de santé. The Belgian community pharmacy sector is undergoing significant transformations due to the expansion of online sales, competition from large chains of parapharmacies, and technological advancements. This thesis explores how pharmacies can adapt and thrive in this environment by using analytical frameworks such as the Balanced Scorecard (BSC) and innovation tools like the Value Proposition Canvas and the Lean Startup approach. The BSC allows for the evaluation of pharmacy performance through the perspectives of patients, financial aspects, internal processes, and learning. The study reveals that pharmacies need to focus on patient satisfaction, diversify their revenue sources, optimize their internal processes, and adopt a culture of continuous innovation to remain competitive. Personalized services, such as medication reviews and medication use counseling, are essential for retaining patients and improving the quality of care. This work proposes strategies and tools that community pharmacies could use to reinvent themselves, enhance their overall performance, and effectively meet the evolving needs of their patients while maintaining their central role in the healthcare system.

secteur de la pharmacie communautaire --- mutations profondes --- expansion de la vente en ligne --- concurrence --- grandes chaînes de parapharmacies --- évolutions technologiques --- adaptation --- prospérer --- Balanced Scorecard (BSC) --- outils d'innovation --- Value Proposition Canvas --- approche Lean Startup --- performances --- perspectives des patients --- perspectives financières --- processus internes --- satisfaction des patients --- diversification des revenus --- optimisation des processus internes --- culture d'innovation continue --- services personnalisés --- revue de médication --- entretiens de bon usage des médicaments --- fidélisation des patients --- qualité des soins --- stratégies --- pharmacies communautaires --- performance globale --- besoins évolutifs des patients --- système de soins de santé --- community pharmacy sector --- significant transformations --- expansion of online sales --- competition --- large chains of parapharmacies --- technological advancements --- adapt --- thrive --- Balanced Scorecard (BSC) --- innovation tools --- Value Proposition Canvas --- Lean Startup approach --- performance evaluation --- patient perspectives --- financial aspects --- internal processes --- patient satisfaction --- revenue diversification --- process optimization --- culture of continuous innovation --- personalized services --- medication reviews --- medication use counseling --- patient retention --- quality of care --- strategies --- community pharmacies --- overall performance --- evolving patient needs --- healthcare system --- Sciences économiques & de gestion > Stratégie & innovation