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Cvs Pharmacy Service Improvement

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UNIVERSITY OF SANTO TOMAS
GRADUATE SCHOOL

SUBMITTED TO:

PROFESSOR ISMAEL C. PANGILINAN

SUBMITTED BY:

CHARISSE LIAO JOHN MALONZO GENE ALEC SUNGA Group 3 I. PROBLEM STATEMENT

a. What can Consumer Value Store do to improve their customer service so that customer complaint can be avoided or at least be lessened?

b. How will the company be able to motivate their employees in terms of their work output?

II. OBJECTIVES

a) To be able to identify the problems that usually occur during the drop-off stage.

b) To be able to come up with solutions that can help improve customer service.

c) To determine the pros and cons of system upgrade to help minimize errors in data entry.

III. STATEMENT OF FACTS

a) CVS had 29.5 million pharmacy members at the start of 2000 and a revenue of $20 billion.

b) In the year 2002, CVS was one of America’s largest retail drugstores, with over 4,000 stores and revenue of $24.2 billion.

c) An estimated of 10.9 million infrequent customers left in 2000.

d) In 2000 the company was able to attract 8.5 million new regular members

e) Heavy users filled an average of 40 scripts a year and were most likely to leave because of poor service.

f) Light users filled an average of 5 scripts per year.

IV. ALTERNATIVE COURSE OF ACTION

a) Hire part-time employees to work during the peak hours where majority of the...

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