Submitted by: Submitted by fenixtxfan11
Views: 763
Words: 464
Pages: 2
Category: Business and Industry
Date Submitted: 11/14/2010 08:45 PM
Problem Identification
* The overall problem at CVS pharmacies is a matter of Customer Satisfaction
* The customer service issue was brought to the managers of CVS’ attention via customer and employee complaints. Financial analysts did not notice the problem because overall, their pharmacy business was growing. However, their sales would have been even higher, had they addressed the issue earlier to prevent customer withdrawal.
* The reasoning behind customer dissatisfaction was generally linked to long-waiting times, prescriptions not being ready on time, and insurance co-payment expectations.
* The PSI team has a nearly a blank slate to completely remodel their prescription-filling/delivery system, as long as safety is not compromised.
Evaluation Criteria
* Customer Safety: The modified or new prescription system cannot compromise customer safety in any way.
* Customer Service: Employees need to either be stacked at the pharmacy during busy times or the scheduled customers’ pick-up times need to be staggered. Insurance and refill policies need to be communicated to customers in order to avoid surprises when picking up the prescription and making payment.
Alternatives
1. Leave the current pharmacy fulfillment operation as is and continue looking for ways to improve
2. Train more employees in the pharmacy and improve the insurance/ refill check process
3. Stagger scheduled customer pick up times and improve the insurance/ refill check process
Evaluation of Alternatives
1. By choosing this alternative, CVS’s pharmacy will continue to remain in business, as customers neglect to change pharmacies. However, employee turnover for pharmacy technicians will continue to be very quick, and customers will continue to be unsatisfied. CVS will not necessarily have a decline in profit, but it will be difficult to increase profits. Lastly, safety is not compromised because no changes are being made.
2. By staggering the scheduled...