READ CAREFULLY FIRST: DUE IN 3 HOURS! DUE at 6:00PM (ET-Eastern Time Zone) CASE STUDY: Pharmacy Service Improvement at CVS

Pharmacy Service Improvement at CVS case study overview: Filling a prescription is a much more complicated process than simply putting pills in a bottle—drug interactions, insurance coverage, patient counseling, and many other factors impact the ability to efficiently perform this mundane task—and an error may have serious consequences. As part of this case-study analysis, students will create a service blueprint or flow-chart of the process; construct a Pareto-chart of common challenges encountered at a pharmacy counter; generate a cause-and-effect or fishbone diagram; and suggest enhancements to the process in an effort to enhance the customer experience. Detailed instructions: After reading the Pharmacy Service Improvement at CVS case study, by Andrew McAfee (2006), please analyze the case and make specific recommendations to improve the prescription fulfillment experience utilizing the following prompts as a guide: Analyze the firm's performance relative to each item in the "Cycle of Success." Identify appropriate areas for improvement (refer to lecture slides or file below). Utilizing the service issues identified in Exhibit #2, please construct a Pareto chart of the most frequent customer concerns. For the most frequent complaint item, as identified in the Pareto chart, develop a cause-and-effect or fishbone" diagram. Based upon the process outlined in the case study, please create a service blueprint or flow-chart of the current prescription fulfillment process. Identify the bottlenecks in the process (from the flow-chart developed above). Using a call-outs, or by creating a revised blueprint or flow-chart, recommend changes that CVS should make to the prescription fulfillment process. Explain your recommendations. Utilizing the analysis above (completed in items #1 - 6), prepare a list of specific recommendations, in addition to the process changes identified in item #6, that you have for CVS to improve the prescription fulfillment process. Please utilize the "Cycle of Success" to structure or format your recommendations. **Your complete analysis, Pareto chart, "fishbone", and service blueprints should be submitted as one single document (PDF or Word file)**