ASSIGNMENT

CVS Case Study

CVS Pharmacy: Customers Activities Initial
Customers drop off prescription in the front counter
Workflow Management System
Customers can request their order filled immediately.
Need to wait 15minutes to 1 hour as per workload.
Most of the customer pick the order later point during the day (typically
5pm-6pm)

CVS Pharmacy: Technicians Activities

Ask customers pick up time and labeled the prescription accordingly
(i.e. 1 hour before the customers pick up time).
Enter the details of the every prescription (Doctor details, patient details,
medication details) into the CVS system.

CVS Pharmacy: System Activities

Performs automated check called DUR (Drugs Utilization Review)
This check reflects any drugs that is incompatible with other drugs that
had been dispensed to the same customers before.
Or the drugs maybe inappropriate for the patient as per the patient
history maintained in the system before (i.e. Age).
Then, the system raised alarms if there is any problem.

CVS Pharmacy: Pharmacist Activities

Pharmacist address the issue over the alarms and in some case he even call
doctor in order to confirm the prescription.

CVS Pharmacy: System Activities

Again after DUR check system performs the Insurance check:
In order to find out whether the customers insurance policy pay partial
or full cost of the drugs.
Mostly, the insurance company would pay the certain amount and the
customer has to pay rest of it (Co-payment).
And it is very complicated to find out that how much insurance
company ..? It is based on the company rules.
 Normally insurance company doesnt cover one or more drugs from the
prescription. In this case, the pharmacist consult both the doctor and the
patient for the drugs replacement. The replaced drugs cost is under the
insurance policies.

CVS Pharmacy: Technician Activities

After insurance checking
Technician collects the drugs from the shelves and packed it on a bag
with the prescription stapled within it.
The bag is then forwarded to the pharmacist

CVS Pharmacy: Pharmacist Final Activities

Pharmacist double check the prescription correctly. After this quality check the
pharmacist seals the bag and put it in the pick-up area.

CVS Pharmacy: Customer/Technician Final Activities

When the customer arrives to pick up the drugs.
A technician retrieves the prescription and asked the customer to pay in
case the drugs in the prescription is not completely covered by the
insurance policy.

Questions
Type of process.?

Procure to pay
Who are the actors
Customer, Technician, Pharmacist, Doctor
What value does the process deliver to the customers..?
Proper examination of the prescription and proper support from
pharmacy automated DUR system
Notify incompatible case to the pharmacist and sometimes pharmacist
consults doctor for the necessary steps in case of incompatible cases.
Process also provide the insurance for the customer based on some
criteria.

Questions
What are the possible outcome of the process?.
 Effective business process
Customer retention
Payment
Drug release to customer

Questions
Taking the perspective of the customer, what performance measures can
be attached to this process?

Insurance checking before DUR

Because pharmacy can suggest the proper replacement of the d
Production/ Inventory
Information must be circulated to the customer if the drugs is not
available in the pharmacy.
Data Entry
Technician only check the prescription just an hour before the pick up
time.
In case of workload, it is impossible to address the all the process and
inform customer that the drugs is not available.

Questions
What potential issues do you foresee this process might have? What
information would you need to collect in order to analyze these issues?

Drop Off (If none of the technician available to recollect the

prescription).
Data Entry (just one hour before is insufficient to handle every process,
patient contact info is missing)
Poor communication channel to customer
No way to inform Drugs shortage
Insurance checking is done while customer wasnt available
In case of high amount of bill if the insurance doesnt cover, no way to
inform customer whether they accept it or not
Service Issue
Script not ready (waiting for doctor)
Improper insurance call-back or queue

Questions
What possible changes do you think could be made to this process in order
to address the above issues?
 Drop off, data entry and insurance change must be done while customer
is present at the pharmacy
DUR & Quality Assurance must be performed in the single step after the
technicians prescription is filled
Communication channel must be strong in order to inform customer
about the process being carried out or the problem being faced during
the process
Approved purchase request
The employee then forward the request to the purchasing department.
This department checks the request and feedback the employee if
anything incomplete on request Or
Department clerk enters the details of request into the companys
Enterprise System.
Clerk then check if the vendor is specified by the employee or not, select
one vendor from the Master vendor list available in the system
Based on the different value of the quotation (in terms of costs) the clerk
can update the vendor list with the flexible new vendor or the registered
one