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Case
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Reference no. 9-606-015
Authors: Andrew P McAfee
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 20 October 2006
Length: 11 pages
Data source: Field research

Abstract

CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems generated by exceptions. The company must now decide how to change this process, and what information system changes to make in support of the redesigned process.
Location:
Size:
USD24 billion revenues
Other setting(s):
2002

About

Abstract

CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems generated by exceptions. The company must now decide how to change this process, and what information system changes to make in support of the redesigned process.

Settings

Location:
Size:
USD24 billion revenues
Other setting(s):
2002

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