Case: Pharmacy Service Improvement at CVS (A) by Andrew F. McAfee
Answer the following questions.
1. What changes do you recommend to CVS's existing pharmacy fulfillment process? Draw the basic flow for the redesigned process, similar to the top flow diagram in Figure B. What IT changes, if any, are required to implement your changes?
2. Why is the new process you propose an improvement over the existing one?
3. Implementing new business process always faces resistance. In spite of all the improvements that you mentioned, not all stores may be willing to follow the new process and implement the changes that you recommended. How would you monitor store compliance, i.e., how would you monitor whether a store is really following the new process that you proposed instead of the old process? Be as specific as possible in your answer.
Attachment:- Case.rar