CVS Pharmacy Case Study North Carolina State University MBA 540

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