Pharmacy Service Improvement at CVS (A)
Analysis of the Case
- What changes do you recommend to CVS's existing pharmacy fulfillment process? What information technology (IT) changes, if any, are required to implement those changes? (200-400 words)
- How can you be sure that the new process you propose will be an improvement over the existing one? How can you be sure that it won't make things worse? (50-100 words)
- What groups, if any, are likely to have problems with your proposed solution? How will you deal with their objections? (50-100 words)
- How will you ensure that there is no backsliding (i.e., returning to the old process and procedures)? How can technology be used to prevent or inhibit backsliding? (50-100 words)
- Does the Pharmacy Service Initiative represent a significant opportunity for CVS? Would improving customer service be of significant financial benefit to the company? (50-100 words)
Appendices
- Include any additional supporting documentation here. If you did any analysis in Excel, copy and paste your output as one of the Appendices.