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Case
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Reference no. 9-606-015
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 20 October 2006
Length: 11 pages
Data source: Field research
Topics: Customer retention; Customer service; Process improvement; Service delivery
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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:
United States
Industries:
Health care services; Pharmaceuticals; Retail trade
Size:
USD24 billion revenues
Other setting(s):
2002
Teaching note
-
Reference no. 5-607-040
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2006
Version: 3 October 2007
Length: 24 pages
Data source: Field research
View full details
Case
-
Reference no. 9-607-S26
Spanish language
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 20 October 2006
Length: 13 pages
Data source: Field research
Topics: Customer retention; Customer service; Process improvement; Service delivery
View full details
Case
-
Reference no. 9-614-P06
Portuguese language
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2000
Version: 20 October 2006
Revision date: 3-May-2019
Length: 13 pages
Data source: Field research
Topics: Customer retention; Customer service; Process improvement; Service delivery
View full details
Compact case
Supplement
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Reference no. 9-606-029
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 31 August 2006
Length: 2 pages
Data source: Field research
Topics: Automation; Business process reengineering; Customer retention; Customer service; IT management; Process improvement; Service management
View full details
Supplementary software
-
Reference no. XLS275
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 2011
Format: .xls
Data source: Field research
Topics: Information technology; Business process automation; Business process reengineering; Business processes; Customer retention; Customer service; Process improvement
View full details

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:
United States
Industries:
Health care services; Pharmaceuticals; Retail trade
Size:
USD24 billion revenues
Other setting(s):
2002

Related

Teaching note
-
Reference no. 5-607-040
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2006
Version: 3 October 2007
Length: 24 pages
Data source: Field research
View full details
Case
-
Reference no. 9-607-S26
Spanish language
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 20 October 2006
Length: 13 pages
Data source: Field research
Topics: Customer retention; Customer service; Process improvement; Service delivery
View full details
Case
-
Reference no. 9-614-P06
Portuguese language
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2000
Version: 20 October 2006
Revision date: 3-May-2019
Length: 13 pages
Data source: Field research
Topics: Customer retention; Customer service; Process improvement; Service delivery
View full details
Compact case
Supplement
-
Reference no. 9-606-029
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 31 August 2006
Length: 2 pages
Data source: Field research
Topics: Automation; Business process reengineering; Customer retention; Customer service; IT management; Process improvement; Service management
View full details
Supplementary software
-
Reference no. XLS275
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Published in: 2011
Format: .xls
Data source: Field research
Topics: Information technology; Business process automation; Business process reengineering; Business processes; Customer retention; Customer service; Process improvement
View full details