A Case Study on the Cvs

...

the Drug utilization review (DUR) can be carried out with utmost efficiency thereby preventing any inconvenience.

What groups, if any, are likely to have problems with your proposed solution? How will you deal with their objections?

The tech personnel may have problems with the solutions mentioned as they may fear that their role in the firm may no longer be useful, and they may think that they are facing retrenchment. One way of dealing with their objections would be by training and relocating them different roles in the firm instead of hiring new labor.

How will you ensure that there is no backsliding (i.e., returning to the old process and procedures)? How can technology be of use in preventing or inhibiting backsliding?

One way to go about this is by eliminating all old methods once all the new once are in place. Also, by going about all the daily activities using the new methods will also ensure the old methods soon become obsolete. Also, through advertisement, and public promotion, customers will prefer using the new methods since they would prove to be of great efficiency and are less cumbersome. If for example the scripts could be filled online, no one would prefer the old ways as well as the commotion that comes with it, and surely the tech personnel would prefer this to being yelled at by dissatisfied customers.

Does the Pharmacy Service Initiative represent an important opening for CVS? Would perfecting customer service be of significant financial benefit to the company?

If the number of members did grow while customers could not imagine a reason to change pharmacies, and given the inconveniences of the time, it would be very reasonable to foresee a financial benefit as well as an increase in the number of customers if CVS could provide better services in a more efficient manner.