Scribd
Upload
1K views1 page

CVS Questions

The document contains questions about proposed changes to CVS's pharmacy fulfillment process, how to evaluate potential improvements, address objections from impacted groups, prevent backsliding on changes, and assess opportunities from improving customer service. Specifically, it asks how to ensure new processes improve operations, how to evaluate potential impacts, which groups may oppose changes and how to respond, how to use technology to sustain changes over time, if improving customer service represents a financial opportunity, and what portion of defecting customers were light versus heavy users.

Uploaded by

Amit Yadav
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
1K views1 page

CVS Questions

The document contains questions about proposed changes to CVS's pharmacy fulfillment process, how to evaluate potential improvements, address objections from impacted groups, prevent backsliding on changes, and assess opportunities from improving customer service. Specifically, it asks how to ensure new processes improve operations, how to evaluate potential impacts, which groups may oppose changes and how to respond, how to use technology to sustain changes over time, if improving customer service represents a financial opportunity, and what portion of defecting customers were light versus heavy users.

Uploaded by

Amit Yadav
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
You are on page 1/ 1

CVS Questions 1. What changes do you recommend to CVSs existing pharmacy fulfillment process?

What IT changes, if any, are required to implement your thoughts? 2. How can you be sure that the new process you propose will be an improvement over the existing one? How can you be sure that it wont make things worse? 3. What groups, if any, are likely to have problems with your proposed solution? How will you deal with their objections? 4. How will you ensure that theres no backsliding that there wont still be wooden boxes in use six months from now? How can technology be used to prevent or inhibit backsliding? 5. Does PSI represent a significant opportunity for CVS? Would improving customer service be of significant financial benefit to the company? 6. What percent of pharmacy defectors from CVS in 2000 were light versus heavy users?

You might also like