Cvs CaseEssay Preview: Cvs CaseReport this essayBusiness ProcessesStudent Name:Due Date: upload to Moodle by Midnight Friday, September 23Assigned Value: 30 pointsSustainability comment: As you formulate answers, keep in mind that this MBA in Design Strategy program seeks to create leaders who embrace innovation and sustainability to manage todays complex business environment.
Pharmacy Service Improvement at CVSWe have all had experiences of waiting in line at retail stores, but there is often extra anxiety associated with dropping off and picking up a drug prescription (“script”). Nobody wants to wait for long periods of time only to find out that the wait does not yield the desired result–a properly fulfilled transaction.
Below is the new fulfillment process that was rolled out in the later part of 2002 and it included three (3) major changes: 1) The first three steps are completed while the customer is present at the CVS drop-off counter, 2) DUR is combined with the QA step, and 3) the box that held scripts was replaced by an online virtual queue that was viewable at all workstations.
First 3 steps completed while customer is present¬DUR is combined with QAWhat are the key problems with the current business process that the Pharmacy Service Initiative (PSI) team is attempting to resolve?RESPONSE:Pharmacy Operations were not performing well. Thus, the PSI team confirmed the following problems:Customers stuck with CVS not because they thought they provided a great service, but because they didnt think that anyone else would take better care of them.
Customers who did decide to leave were hampering the companys growth.Issue resolution process during pickup increased wait time for other customers in line.Which problems do you expect the new fulfillment process to reduce?RESPONSE:I expect that the new fulfillment process improved service for the customer reducing their waiting time.Why are the first three steps of the fulfillment process so critical? Which key problems are being addressed?RESPONSE:The first three steps are extremely important and they are generally performed in less than 5 minutes if no issues exist. The key change in process here is performing the insurance check prior to the DUR. 17% of all scripts encountered a problem during the insurance check. In most cases, those problems
(8.21% of total cases) were in the “unknown” field. If there was even a trace of that issue, it was reported.The second key problem that is common is the failure of online credit-cards. According to a study published by the International Business Assn., 90% of credit-card purchases have a credit card on the side. This is something that has never been satisfactorily addressed by our company, but it should be mentioned as we are now planning on implementing a refund policy in case of some bad situation with each and every transaction in which our current processing and processing services cannot find a way to meet this demand in real time. As our business thrives on this new technology and we’re able to improve service to the customers and the satisfaction of our customers it is important to look to other ways this can also take effect. In my time as a customer representative I have seen firsthand that all financial services and the new technology can be improved without impacting the customer of our company.The fourth key to improve our product success is the customer satisfaction. In a study conducted by the National Conference of Consumer Advocates, customers felt that the satisfaction levels of our product was a distant third. We have a strong sense that these scores are important to us. For consumers our satisfaction was highly subjective: We do have a strong belief that customer satisfaction is an important factor in our decisions.A better understanding of the issues and solutions that affect us is one of the key to improving customer satisfaction, but unfortunately we cannot have a good solution at the current time because our online processing and data system is still in a rough state.So in order to improve the product on which we provide more personalized service and improved customer satisfaction, it is critical that we also address customer satisfaction with a single approach. We have adopted a system known as eDegree-based customer satisfaction. While this product provides great user experiences and the ease of using the tool allows us to work in a collaborative manner with other independent agencies, our business does have a lot to offer the customers including eDegree and its users.In our efforts to expand our product offerings we believe this system works beautifully. We have already started shipping our first large-scale production range of the eDegree system, which will be shipping to some of the biggest consumer companies in the country. There will be very special orders for our first series customer of the product for which we have no intention of running an entire production run. With our unique business design and a highly personalized experience, our customers will believe in our business more than ever.The consumer experiences of our team will be very valuable, and if we build the consumer experience of our system along with our service and customers it increases our sales and earnings. We will certainly be looking forward to working with consumers to develop the customer experience we have envisioned for this service that will make this new business a success (and a success in our competitive advantage).