Case study of CVS
Case study of CVS
According to the filed work results made by PSI team, we know that approximately one in four scripts experienced a problem at some point in fulfillment process. As we all know, the fulfillment process is critical for the transfer of the customer’s need into reality. An inefficient process would lead to a poor pharmacy service which would depress the recent customer. It’s certainly true that a better fulfillment process could prevent 60%-90% of the customer defection that were due to service.
We know come up with solutions to deal with the problems now exist in the CVS fulfillment process. Improvement would never happen until changes are made. On the one hand, CVS should design a more efficient flow chat to reduce the inherent risks and inefficiency during the process. A proper flow chat should start with the analysis of the existing process situation in CVS and find out the bottle neck in the process. On the other hand, from the case, we know that a number of problems could occur in the part of Data entry. For example, customers pay the prescription and soon leaving the pharmacy, but the prescription may appear without drugs or the payment will not covered by their insurance. When they come back to pick drugs, they would be give nothing but dissatisfied. If things go on like this, customer satisfaction and customer loyalty will inevitably be effected .In order to reduce the defections in this part, changes should be made .CVS Pharmacy should build a comprehensive information system. The IT system should have enough function to support the operation. The doctor can upload the prescription after diagnosing, then the tech of pharmacy can check the prescription online and finish the remaining work. For the problem of no refill allowed, the IT system which contains prescription guidance by selecting the personal information of the patient in history. For the problem of DUR Hard Stop, IT at CVS should cut down the time for drug review. Since the
According to the filed work results made by PSI team, we know that approximately one in four scripts experienced a problem at some point in fulfillment process. As we all know, the fulfillment process is critical for the transfer of the customer’s need into reality. An inefficient process would lead to a poor pharmacy service which would depress the recent customer. It’s certainly true that a better fulfillment process could prevent 60%-90% of the customer defection that were due to service.
We know come up with solutions to deal with the problems now exist in the CVS fulfillment process. Improvement would never happen until changes are made. On the one hand, CVS should design a more efficient flow chat to reduce the inherent risks and inefficiency during the process. A proper flow chat should start with the analysis of the existing process situation in CVS and find out the bottle neck in the process. On the other hand, from the case, we know that a number of problems could occur in the part of Data entry. For example, customers pay the prescription and soon leaving the pharmacy, but the prescription may appear without drugs or the payment will not covered by their insurance. When they come back to pick drugs, they would be give nothing but dissatisfied. If things go on like this, customer satisfaction and customer loyalty will inevitably be effected .In order to reduce the defections in this part, changes should be made .CVS Pharmacy should build a comprehensive information system. The IT system should have enough function to support the operation. The doctor can upload the prescription after diagnosing, then the tech of pharmacy can check the prescription online and finish the remaining work. For the problem of no refill allowed, the IT system which contains prescription guidance by selecting the personal information of the patient in history. For the problem of DUR Hard Stop, IT at CVS should cut down the time for drug review. Since the