Pharmacy Service Improvement at CVS Business Seminar Case Study Bethany Odom, Katie Tewell, Kelly Snider, Brad Lowe Table of Contents Introduction…………………………………………………….3 Day-to-Day Operations Diagram……………………………….4 Drop Off………………………………………………………..5 Data Entry………………………………………………………7 Production………………………………………………………10 Quality Assurance………………………………………………12 Pick-Up…………………………………………………………12 Pharmacy Additions……………………………………………14 Our Future………………………………………………………15 Works Cited…………………………………………………….16 2
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UNIVERSIDAD RAFAEL LANDÍVAR FACULTAD DE INGENIERÍA INGENIERÍA INDUSTRIAL SEMINARIO DE CASOS DE GESTIÓN Pharmacy Service Improvement at CVS Precaso Guatemala, 26 de septiembre de 2015 Grupo 16 Sandoval Huertas, María Ximena 1139911 PRECASO: Pharmacy Service Improvement at CVS Elementos del problema ¿Qué está pasando? Customer Value Store (CVS) fue una de las mayores farmacias minoritas de Estados Unidos, con más de dos tercios de los ingresos que se generaban por todas las farmacias
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REV: OCTOBER 20, 2006 Pharmacy Service Improvement at CVS (A) Flum looked at Betses. “You told us it was bad, but this bad?” “I told you there were service issues in our pharmacies. But I have to admit, even I didn’t know the whole story.” “So what do we do about it?” “Well, we can’t have 67 solutions for the 67 problems we identified,” Roberts said. “Definitely not,” Grossi agreed. “But do you have an idea what we should do? If you erased that whiteboard and grabbed a pen, could you draw
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can Consumer Value Store do to improve their customer service so that customer complaint can be avoided or at least be lessened? b. How will the company be able to motivate their employees in terms of their work output? II. OBJECTIVES a) To be able to identify the problems that usually occur during the drop-off stage. b) To be able to come up with solutions that can help improve customer service. c) To determine the pros and cons of system
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Case Write-up #1: Pharmacy Service Improvement at CVS After reading the two articles by Ramias and Wilkins on Performance Metrics, what metrics, if any would you identify that are essential to managing the prescription fulfillment process at CVS. Ramias and Wilkens’ state that the starting point in developing metrics is to understand the expectation of the customer. Upon review of the data compiled by the PSI team, customers expect accuracy and timeliness. Therefore, most of the metrics
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company’s revenue was generated by their pharmacies. Despite the company’s size and success, the company was facing a serious issue regarding the service at their pharmacies as they had many customers who were unhappy with the service they received. To combat these problems, CVS developed a Pharmacy Service Improvement (PSI) team to evaluate and redesign pharmacy operations at CVS retail locations. II. PSI Opportunity In 2000, 7.2 million regular pharmacy customers left CVS taking with them 55
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Total Quality Management in Hospital Pharmacy Introduction Hospital pharmacies in the present day context face various issues including cost containment, productivity and leadership, patient safety, medical-legal and ethical considerations, human resource management and application of new technological developments in the functioning of the pharmacies. The pharmacists employed by the hospitals are expected to attend to a number of different functions that include writing down therapy management
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scheme is underway with a common vision to work alongside the accompanying community pharmacy for better sharing of knowledge and information to enable optimum care for our mutually registered LTC patients. Analysis of evidence based practice, facilitation of roles and responsibilities, and appropriate health care frameworks will support how a plan is being developed that reflects nursing management and integrated service collaboration towards best health outcomes. Important to note that throughout this
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Trust Introduction: The pharmacy department of the Ipswich hospital recognised that the process of their operations is not at the desired level of quality. That is when they decided to take action and sent their staff on a one-day course on ‘quality for hospital pharmacists’ training. The objective of this training is to have all staff members involved and onboard to get better understanding of the mission statement of the department, the importance of continuous improvement initiatives and the get
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Walgreens Overview Walgreens Co., America’s premier pharmacy is what Charles R. Walgreen called his neighborhood drugstore that has grown into a nationally recognized fortune 500 company. Charles R Walgreen was born in Galesburg, a small town in Illinois, but shortly relocated to a town sixty miles away named, Dixon, Illinois. Dixon is where the dream of Walgreens Co. began. At the age of sixteen years old, working in a factory, Charles cut off the top of his middle finger and ended his athletic
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