BUSINESS PROCESS

Business Process

Business Process

Introduction

CVS is a customer value store that started its operations in 1963 in a state of America. It is a pharmacy that provides prescriptions and medicines to its clients. It has become the largest drug retail store in America and is generating revenues that are two third of all the pharmacies revenue in United States of America. Currently the upper hierarchy called a meeting to address the numerous amounts of problems faced by CVS. There were reportedly 67 problems that were mentioned in the report. The problem that was addressed in the meeting was the problems faced by the customers and the problems faced by the employees. It was also mentioned in the meeting that much of the problems faced by the customers was due to the problems occurring in the business process of CVS. There was no specific employee problem was not identified and the whole meeting was focused on the problems causing in the business process that are becoming a problem for the customers. The decision was taken by the management that different teams will work together to identify the problems of customers, employees and problems in the business process. This report will provide the findings of how the betterment in the business process leads towards benefits to the customers and the retail store. It will also find out the monetary benefits of bringing improvement in the whole CVS enterprise.

Discussion

The management decisions were implemented and different teams started performing their tasks. The teams decided to find the problems and resolve the issue by adopting different methods that included: interviews, observations and analysis. The teams conducted interviews of employees and customers, organized observations and surveys; and conducted through analysis of the business process to identify the errors in the business process that are creating problems for both retail store and the customers. The interviews of customers illustrated that the only problem they are facing is the slow and not updated business process. The interviews of employees did not concluded any major issues but the observation of the teams at different retail stores concluded the problem of the business process a major reason for CVS to lose its customers. The reports submitted by the teams concluded that the major problem faced by the CVS was in its business process therefore a detail analysis was conducted on each step of the problem that is leading towards the major problem ...