Both the HR and IT departments must work together to resolve the issues together. By reviewing the problems revealed in the quality audit it was discovered that technology and training can improve the prescription order processing system. The SMART tool also uncovered how HR can raise the level of customer satisfaction by providing better trained employees. This will diminish the number of problems due to slow response time. The IT department is looking at how to track customer complaints and put a tracking system in place to follow up on errors and complaints that are cataloged by the system. Creating a measurable tracking system that reports on when and how each complaint is resolved. In effect this improves both the HR and the IT department operational objectives of increasing the performance levels of employee service while lowering the number of complaints in order processing (Bednarz, 2006).
Also the TQM process of building quality into the system revealed that customer complaints were somehow related to inventory management. The IT department is addressing this issue to update transaction processing by adding a monitoring system that reviews or reports each transaction processed. This SMART measurement allows monitoring of any discrepancy in transaction in orders with missing or unprocessed transactions (Berthiaume 2004).
Customer complaints also revealed that orders were delivered several days after being placed. This is unacceptable and the IT department immediately begin looking at how the order tracking and inventory system were related to customer order processing. A measurement was put in place to correlate these two processes that improved order processing and the inventory system (Dignan 2004). This one improvement resolved delays in processing customer orders. This created a SMART, achievable and relevant solution in creating operational efficiency that met operational objectives and improved customer satisfaction.
By listening to the customer, the HR department discovered that training needs to be addressed. CVS has implemented an operational objective to create a training center where employees are sent to a pharmacy training program. The curriculum includes how to counsel customers and contains in-depth study of medical conditions and how to respond to customer concerns meeting a higher level of satisfaction. Hiring practices were reviewed and partnerships with local and state employment led to a more secure better trained workforce (Johnsen 2002). Lastly, improvements to the telecommunications was...
Business Strategy - CVS Pharmacy Strategy. CVS Rebranding Strategy CVS took out tobacco from its stores' shelves one month earlier than was planned originally. This move plus the alteration of the company's corporate name is targeted at helping the company rebrand as a health care company. With a name such as CVS health, the company believes that not being part of the tobacco distribution system is good for the company in the
Identifying new markets and opportunities with range of products and services that are offered has helped the company grow. Online and 24-hour operations have also encouraged and drawn more customers. The cost and barriers to entry for the company are relatively lower when compared to other smaller chains. Being a large organization, CVS has better bargaining and negotiating power with its suppliers. Buying to satisfy economies to scale can
Pharmacy Practice in the United States From its very beginnings, pharmacy was considered the art of making medicines. Like most arts that originated in earlier times, it came eventually to be regarded as a science in the modern age (Wutoh 2). Throughout history, various cultures have practiced pharmacy by creating drugs "to treat illness, relieve pain, create euphoria and promote health" (Wutoh 3). All of the medicinal creations around the globe
Ethical Business Behavior at CVS CVS is a pharmaceutical health care company that engages in the provision of mail order pharmacy, specialty pharmacy, retail pharmacy and retail clinic care. The company has a wide range of network outlets and a customer base that requires strict adherence to the industry's laws and regulations. The company has a set of guidelines to facilitate ethical business practice in operation across all its branches. The corporation
WALGREENS The International Culture of WalgreensWalgreens is an American based pharmacy store that now operates in more than 25 countries. It provides medications, prescriptions, and other related health products. The pharmacy operations are both retail and wholesale all over the world (Bells, 2017). It came into being after a merger of Walgreens and Alliance Boots in 2014. The mergers opened ways to international market entry. The retail business is now
The Head Pharmacist has worked as a pharmacist in the area for a long time, including at the small pharmacy in the medical clinic near the hospital where many doctors have their offices. As such, he is well positioned to make contacts with those doctors in order to build the reputation of our pharmacy. Financial Plan The financial plan will begin with the income statement. There are two main revenue streams,
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