CVS Pharmacy
MBA 540 — Fall 2012
Case Analysis: “Pharmacy Service Improvement at CVS (A)”
Instructions: Complete the Excel analysis template posted on the course web site (“CVS_service_impact_analysis_template.xls”). In addition, use your understanding of the process flow descriptions from the case, and the information in the case regarding any areas in which the current process leads to unsatisfactory outcomes, to complete the “current” and “proposed” process flow templates that you will find on the pages that follow. Your final submission should include a hard-copy of your Excel analysis (the file is already set up to print a single page), in addition to hard-copies of your completed “current” and “proposed” process flow charts, all stapled together.
Your hard-copy submission is due at the beginning of class on Wed Aug 30. Grading will be “low stakes,” assessing the completeness of your work and the level of effort implied by it. Your submission will be graded individually, but you are permitted to work with other individual students or groups of students to complete the assignment. If you choose to work with others to complete the assignment, please be aware that the benefit to you will clearly be maximized if you work through the analysis yourself and build a level of understanding that prepares you to tackle similar case situations and analysis on future exams.
To prepare for the class discussion, and to assist you in completing the instructions above, please consider the following questions as you read carefully through the case. (You DO NOT have to turn in answers to these questions as part of the assignment.)
1) What is PSI? What is the potential value of its mission?
2) Which aspect(s) of quality are most important to CVS? What is the cost of a defect in the script-filling process?
3) How much information is collected from the customer at drop-off?
4) Using the Excel analysis tool provided, what is the estimated revenue impact of achieving the
Case Analysis: “Pharmacy Service Improvement at CVS (A)”
Instructions: Complete the Excel analysis template posted on the course web site (“CVS_service_impact_analysis_template.xls”). In addition, use your understanding of the process flow descriptions from the case, and the information in the case regarding any areas in which the current process leads to unsatisfactory outcomes, to complete the “current” and “proposed” process flow templates that you will find on the pages that follow. Your final submission should include a hard-copy of your Excel analysis (the file is already set up to print a single page), in addition to hard-copies of your completed “current” and “proposed” process flow charts, all stapled together.
Your hard-copy submission is due at the beginning of class on Wed Aug 30. Grading will be “low stakes,” assessing the completeness of your work and the level of effort implied by it. Your submission will be graded individually, but you are permitted to work with other individual students or groups of students to complete the assignment. If you choose to work with others to complete the assignment, please be aware that the benefit to you will clearly be maximized if you work through the analysis yourself and build a level of understanding that prepares you to tackle similar case situations and analysis on future exams.
To prepare for the class discussion, and to assist you in completing the instructions above, please consider the following questions as you read carefully through the case. (You DO NOT have to turn in answers to these questions as part of the assignment.)
1) What is PSI? What is the potential value of its mission?
2) Which aspect(s) of quality are most important to CVS? What is the cost of a defect in the script-filling process?
3) How much information is collected from the customer at drop-off?
4) Using the Excel analysis tool provided, what is the estimated revenue impact of achieving the