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Pharmacy Service

Improvement at CVS (A)


Group No: 7
Aafiya Ali
Akhil Santhosh
Ashish Kaushal
Pranit Patil
Philip George
Vanam Siri
Ushleen Kaur
Customer Value Store (CVS)
Opened in Lowell, Massachusetts in 1963
By 2002,
CVS became Americas Largest Retail Drugstores
4000 stores, Revenue = $24.2bn, Profit = $716.6mn

Pharmacy Service Initiative


Pharmacy Operations performance were not matching with their growth
To understand pharmacy customer service and to make required fixes
In 2000, 7.2mn regular customers left CVS. But company attracted 8.2mn new
customers
Problems at Pharmacy Service Initiative
List of Problems
Light Users Location
Heavy Users - Service

Description of Problems
Flowchart of Pharmacy Operations
Key Areas
Safety
Customer waiting time
List of Stakeholders
Customers
Insurance Companies
Employees (technicians and pharmacists)
Shareholders
Government insurance agency
Doctors
Employees of the CVS customers
Society at large
Flow Of Information
Drop off Point

Boxes at Data Entry Point


INELIGIBLE SCRIPT ELIGIBLE SCRIPT

Doctor Call Bin System (DUR)

HARD STOP NO HARD STOP

Doctor Doesnt Pick Up Doctor Picks Up


System Insurance
DUR Review
Check
ALL THINGS
ALL THINGS IN NOT IN
Doctor Calls FORMULARY FORMULARY

Back Doctor Denied Refill Approval


Switch
Production
Prescription
Flow of Customers

During the insurance


If there was any
Customers came to check process, if the
'hardstop' in Drug
drop off the scripts doctor prescribed the Customers would
Utilization review'
and communicated drug that was not pick up their
that could not be
the pick up time. The covered under medicine after
resolved without the
busiest drop off insurance, the identity verification
customer
windows were before customer, the doctor and making a
involvement, the
work, lunchtime and and the payer 'copayment'.
pharmacist would
after work (insurance company)
contact the customer.
had to be involved
Flow of Money
Insurance Check

PAYMENT APPROVEDD BY THIRD PARTY PAYMENT NOT APPROVEDD BY THIRD PARTY

Customer Pay Copayment


(Rest amount paid by third party Customer Pay full amount at
insurance companies or government time of pickup
agency)
Recommendations to improve
processes
There should always be a person appointed at drop off window so
that data entry can be made in the presence of the customer
This way customers can be told immediately if their script is
ineligible and they can be warned that resolving this might take
time
As the drop off time is relatively less busy than the pick up time,
this will help in reducing queues and the customer waiting time
There should be a system to inform customers about the delay in
fulfilling order, so that they don't have to wait. They should also be
informed if the payment has not been approved by the third party