Management Information Systems

Arun Karthik PGP25170

Ashish Dhariwal PGP25171
Gaurav Rajan PGP25183
Mayank Singh PGP25195
Harvinder Sodhi ABM06019
The case gives ample scope to implement a number of system and process specific changes that
can be implemented at various stages of the overall cycle from drop-off till the pickup.

Many issues that creep in later in the stage are of such a nature that they would no longer be
seen if the reasons that cause them are handled in the early stages.

Proposed Changes
The overall process requires a dedicated computerized system to remove the causes from their
root. A lot of issues have a cascading effect which gives rise to other issues later. At each stage,
both modes, first of generating information and second of tracking more information should be
handled by computer literate employees. At each stage , the complete information related to
each script should be visible to every employee serving the script.

Following are the IT changes that can be incorporated:

1. Each customer can either be given a hard form to be filled in manually or can be given
an access to electronic form to generate a new order
2. The scripts filled in by each customer should be having the following fields:
a) The exhaustive drug history of the customer in order to minimize DUR hard
stops
b) Details of patient’s formulary
c) Date of birth
d) Most recent job
e) Most recent insurer
f) Insurer’s and prescribing doctor’s contact details
g) A copy should be given back to the customer so that he/she can produce the
same at the pickup in order to collect the correct prescription. This would avoid
a manual check and would ensure that the right prescription reaches the right
customer
h) Number of refills allowed or remaining(refill balance)
3. The new computerized system should not let any field to be entered hand written to
avoid ineligible hand writing

Following are the non-IT changes that can be incorporated:

4. 69% of light users and 17% of heavy users switch the pharmacy because of location
constraints. It is important to expand geographically so that customers have easy access
to the service
5. The PSI team should be sensitized about the infrequent customers as each year in total
they made up a considerable number
6. Well trained employees at the front desks especially at the drop-off and pick up
counters(basically some technical KT sessions by the pharmacists)
7. These employees can be hired on an hourly basis especially for before work, lunchtime
and after work hours
8. Automated script check points at the drop-off and pick up point
9. Better training and incentives to the people working at the pickup
10. The drop-off window should never be left unmanned. The person should be available in
case any customer need help or to remind the customer of a particular field if he/she
misses the same
 11. A robust predictor system should be in place to predict “Just in Time” inventory
12. A thorough post service feedback form to be filled in by the customers for the initial
days in order to tweak the changes if needed
13. Timely and regular customer survey and interviews might be of help in order to learn
the changing customers’ requirements

Problems with the proposed changes and ways to cope

with them
1. The customers will find it inconvenient to switch to soft copy submission of forms. To
deal with this the online application should be implemented along with the offline
application process and customers should be made aware of the benefits of switching
over to online process.
2. Expanding geographically would involve opening up new stores which is a huge
expenditure and the top management might not be in favor of this. The management
need to be convinced that opening up new stores would help in retaining the largest
chunk of customers from switching to another pharmacy.
3. Extra monetary burden CVS to train or recruit technical people at the pick-up and drop-
off point. In the long run of operations this would help resolve customer complaints
faster and hence a better experience for the customer and loyalty towards the firm.
4. Having a just in time inventory system in place would mean having more control of the
supply chain through mergers with the suppliers or entering into contracts with them.
This would not only help CVS by reducing the effects of demand fluctuation but also help
suppliers.

 
Preventing Backsliding
Initially it will not be very convenient for either the customers or the employees to use the new
system. There will always be a tendency to switch back to the previous system.

1. To prevent this the firm would need to go for a Phased / modular implementation
rather than the Big bang implementation. The new process benefits should be
communicated properly to the users including both the customers and the employees.
2. The firm may want to outsource the process of getting an highly interactive and
informative (with hints on how to fill a field) online application process in place because
its core competencies are not IT based.
3. Change Management Process
a. Expectation Setting, Top Management Communication
b. Initial training about the new software– To gain business confidence
4. Resistance Management – periodic meeting of change team with users usually
employees and based on customer feedback
5. Change Management team should be involved right from the start of project and not at
the time of go live