Publications
Publications
- December 2005 (Revised October 2006)
- HBS Case Collection
Pharmacy Service Improvement at CVS (A)
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.
Keywords
Information Technology; Performance Improvement; Business Processes; Retail Industry; Pharmaceutical Industry; United States
Citation
McAfee, Andrew P. "Pharmacy Service Improvement at CVS (A)." Harvard Business School Case 606-015, December 2005. (Revised October 2006.)