CVS Pharmacy Case Study: Analysis and Recommendations
Peter Cyriac, Mounika Dayyala, Hugh Fisher, & Anil Matha
MBA 540 section 001, Spring 2016 - Case Study #1
1. Process flow diagram for the prescription fulfillment
...
CVS Pharmacy Case Study: Analysis and Recommendations
Peter Cyriac, Mounika Dayyala, Hugh Fisher, & Anil Matha
MBA 540 section 001, Spring 2016 - Case Study #1
1. Process flow diagram for the prescription fulfillment process.
CVS Flow Chart.pdf
(Please open embedded document)
Start – Customer drops-off prescription OR calls through IVR
End – Customer picks up order OR is informed of any issues with the order
Key processes that need to be considered for re-design (major focus areas marked in purple in
the flow chart):
Unmanned drop-off window – Many potential loops in the Data Entry process can be
avoided by having a data entry resource perform high level checks at the drop-off
window.
Refill check is a primary step in the Data Entry process. This is also a potential
bottleneck as 6% of all refill scripts cause an unscheduled delay anywhere from 20
minutes to 3 days.
Refills that need to be checked with the doctor take up resource capacity that could have
been utilized in fulfilling other prescription orders.
DUR – Most of the hard stops encountered by the DUR are resolved after approval from
the pharmacist. This process is an area of concern in terms of customer service.
Customers need to be informed as soon as there is an issue and not at the time of pickup.
Insurance Check – Most of the 17% issues related to insurance checks are due to dateof-birth, change in insurers/jobs etc. These high level checks need to be made early on
in the process and not right before the production stage. This is another potential area
for CVS to work on improving customer experience and satisfaction.
Inventory – CVS needs to have a more integrated and pro-active inventory management
system to tackle out-of-stock issues.
Pick up – This is a bottleneck process in terms of customer wait time. CVS needs to
have the right staff to answer customer querie
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