Customer Value Stores Pharmacy (CVS) was the first customer value store in Lowell, Massachusetts and was founded back in year 1963. As of 2002 CVS expanded and was considered to be one of America's largest retail drugstore chains with over 4,000 stores in different locations around. Research shows that it had revenue of $24.2 billion with a growth of 9% and over two-thirds of revenue where proven to be generated by the pharmacies. The Pharmacy Service Initiative (PSI) shows that there was high percentage customer turnover in contempt of increasing revenue. Problems occurred within the pharmacy which resulted in loss of potential profit through customer retention which took place start of 2000 leading to a loss of 7.2 million customers. But leaving also a positive side to the situation the corporation gained a total of 8.5 million customers. As problems started to occur in CVS's existing pharmacy fulfillment process leaving customers being unsatisfied with the service they are receiving.
There are five main areas where problems
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Production- Shortage in stock
4. Quality Assurance- Prescriptions are filled incorrectly
5. Pickup- lacks organizations skills when it comes to scripts and unqualified staff member at pick-up window.
The changes recommended to CVS's existing pharmacy fulfillment process involve;
1. Drop Off- should only be handled by the tech, the tech's work station should be close to drop off station by doing so this will allow customers always to be greeted and not be forced to wait. New and existing customers should have all their information downloaded onto a CVS card which could be scanned and information should be updated each time a customer comes in. A kiosk should be available where customers scan their script and CVS card and they could put in information regarding desired pickup time, also at that time customer information could be updated and confirmed. The kiosk would print out a receipt for the customer as a reminder of the pickup