S24_BPM_Case Day_Tesoro_CVS Pharmacy

S24_BPM_Case Day_Tesoro_CVS Pharmacy - BPM INTEGRATION Case...

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BPM INTEGRATION Case Day
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CVS Pharmacy Service Improvement Case
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INPUTS Q1: CVS Pharmacy Service OUTPUTS ? SUPPLIERS? CUSTOMERS?
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Pharmacy Process Service Input-Output Diagram Script Service Process For Drop-off scripts Mission_System/Process outcomes? Script(s) Payment Drugs Drugs Information Receipt Information
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Q2: Pharmacy Service Process Mission-Outcomes Current Problems
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Goal/Outcome Measure/Metric/Indicator Target Acceptable Customer Safety Filled accurately Health issues 100% 0% 99.99966% .00034% Customer Satisfaction/Service Percent of complaints Survey measure of customers 0 percent Score > = 90 .01 percent Score > = 85 Customer time requirements Actual time completed- Requested time Customer rating survey 0 or less Score > = 90 < 15 mins Score > = 85 Waiting Time for Customer drop-off or pick-up Elapsed time from arrival to completed drop or pick-up Customer rating survey < 5 mins > 95 < 10 mins > 85 Rejected scripts (those with problems which cannot be resolved) Number of rejects divided by total prescriptions < 1 percent < 5 percent Cycle time Elapsed time from drop-off to storage in pick-up box < 10 mins < 20 Other Related Measures: 1. Customer retention/defections 2. Customer growth 3. Number of prescriptions filled 4. Employee Satisfaction Key Performance Indicators (KPIs)? Benchmarks Available?
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This note was uploaded on 02/20/2012 for the course MIST 5750 taught by Professor Bostrom during the Spring '09 term at University of Georgia Athens.

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S24_BPM_Case Day_Tesoro_CVS Pharmacy - BPM INTEGRATION Case...

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