MIS 5102 Case Study 2
Viju Raghupathi
MIS 5102, SPRING 2011, CASE STUDY 2
Pharmacy Service Improvement at CVS
(Due: April 13, 2011) (50 points)
1. You can work on this with your group or individually. If this is done as a group, be
sure to include a cover page with the group member names.
2. Your responses should be typed up in MS Word. Format using Times New Roman
font, 12 pt size, 1” margin.
3. Address all parts of a question since credit will be given for each part.
4. Keep your responses for each question to a maximum of 8 sentences. If a question
has parts, the response can go up to 10 sentences. Points will be taken off for
lengthy responses. At the same time, please use your discretion to ensure that
responses do not appear choppy and insufficient.
5. Deadline for submission is class time on April 13.
1. What changes do you recommend to CVS’s existing pharmacy fulfillment process?
(10 points)
2. What new organizational complements need to be put in place to implement the
new pharmacy fulfillment process with the changes you recommended? (10 points)
3. How can you be sure that the new process you recommend will be an improvement
over the old one? (5 points)
4. What groups, if any, are likely to have objections with your proposed solutions? How
will you deal with their objections? (5 points)
5. How will you insure that there is no backsliding – that there still won’t be wooden
boxes in use six months from now? How can technology be used to inhibit or prevent
backsliding? (10 points)
6. Does PSI represent a significant opportunity for CVS? Would improving customer
service be of significant benefit to the company? (10 points)