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Pharmacy Service Improvement at CVS

CASE ANALYSIS
Section A - Group 13 GATTU CHARLES RAJ KHURANA SONIKA JAGMOHAN MORE SHASHANK AVINASH MURALA NIKHILESH SAURAV GOYAL SHAH VISHAL PRAVINCHANDRA 2012PGP114 2012PGP167 2012PGP209 2012PGP212 2012PGP342 2012PGP349

Changes in the existing pharmacy fulfilment process


Drop-off Create a work station for the technician close to the drop-off point. This will ensure that this area is never left unattended The staff member will make note of a number which can be called in case any information needs to be given to the customer An online request system can be implemented which can save the customers a trip just to drop off the prescription. Payment can also be made online. Data Entry The technician should move on to the next hour of prescriptions if the current hour is over. This way there would be more time to resolve any problem that would arise An automated /manual call should be made in case the prescription would get delayed due to some problem. Production In case of insufficient inventory partial prescription can be delivered in case it is urgent.

Changes in the existing pharmacy fulfilment process


There should be data entry for the stock being used and an automatic message when it needs to be refilled Pickup A little training to the people working here would help them in dealing with the customers in a better manner giving proper details as to why the prescription is delayed Home delivery service can also be implemented to decrease the hassles at the pick up Changes in IT Changes in IT would be required to enable the online request and payment system Also monitoring of the inventory and automated messages when a refill is required would require changes in IT

Objections to the proposed solutions


The proposed solution would not face much opposition. Customers might not be very comfortable in making payments online A few customers may be unwilling to share information The changes might require hiring of new workers None of these oppositions are grave enough hence wouldnt really cause much of a problem

PSI representing a significant opportunity for CVS


We believe that PSI does represent a significant opportunity for CVS It provided an exhaustive list of the problems being faced by the company at the different stages by observing CVS pharmacies around the country Since the team consisted of various experienced members from related fields, there were high chances that they would come up with an appropriate solution Improving customer service would result in financial benefits for the company Around 13% of the light users and 44% of the heavy users switch due to poor customer service. By providing better services these customers can be retained During the year around 7.2 million customers switched to another pharmacy. CVS can retain majority of these customers by providing better services. Also customers believed that none of the pharmacies provide great service. By improving its customer service CVS can differentiate itself from other pharmacies and attract more customers.

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