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  • ASSIGNMENT Improving The Pharmacy Experience

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    Anonymous 6wWSWl69
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    The document describes the current customer experience process at a small town pharmacy, which involves taking a ticket, waiting, submitting the prescription to the pharmacist, waiting some more, getting called up to pay, and then leaving. It then proposes using a mobile app to streamline the process, allowing customers to upload their prescription digitally, pick up their filled prescription the next day on their schedule by showing the app notification, get guidance from the pharmacist, and pay without waiting in line. This proposed process aims to improve the overall pharmacy experience for customers.

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    The document describes the current customer experience process at a small town pharmacy, which involves taking a ticket, waiting, submitting the prescription to the pharmacist, waiting some more, getting called up to pay, and then leaving. It then proposes using a mobile app to streamline the process, allowing customers to upload their prescription digitally, pick up their filled prescription the next day on their schedule by showing the app notification, get guidance from the pharmacist, and pay without waiting in line. This proposed process aims to improve the overall pharmacy experience for customers.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    Download as docx, pdf, or txt
    82 views2 pages

    ASSIGNMENT Improving The Pharmacy Experience

    Uploaded by

    Anonymous 6wWSWl69
    The document describes the current customer experience process at a small town pharmacy, which involves taking a ticket, waiting, submitting the prescription to the pharmacist, waiting some more, getting called up to pay, and then leaving. It then proposes using a mobile app to streamline the process, allowing customers to upload their prescription digitally, pick up their filled prescription the next day on their schedule by showing the app notification, get guidance from the pharmacist, and pay without waiting in line. This proposed process aims to improve the overall pharmacy experience for customers.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    of 2

    ASSIGNMENT

    Improving the Pharmacy Experience

    Yao Fun Small Town Pharmacy is the only location one can obtain prescription drugs from. With
    the limited options of where one can buy the prescribed drugs the pharmacy is a very busy place.
    The local technical university sent its operations management class to observe the average
    customer experience and record it according to the specific steps an average customer
    experiences.
    The following was the final class listing:
    1. Customer arrives
    2. Customer takes the ticket
    3. Customer waits at a comfortable chair location
    4. Customer is called to the pharmacy window
    5. Customer hands the pharmacist the prescription
    6. Customer returns to the waiting area until his/her prescription is called
    7. Customer’s number is called
    8. Pharmacist hands the prescription over and provides guidance and advice on how to
    take the drugs
    9. Customer travels to the cashier line
    10. Customer waits in line to pay for the prescription
    11. Customer pays for the prescription
    12. Customer leaves

    a. Create a process flow chart.


    b. Identify opportunities for improving the overall process

    To improve this existing process, I would suggest the use of technology. An app where we can
    upload the prescription and on the next day, we can collect the prescribed drugs and as soon as
    the customer collects the drug, he is made aware of the dosage and how to take the drugs and
    a cash payment can be given. The process can be as follows:

    1. Customer opens the app.


    2. Customer uploads the prescription.
    3. Customer receives a message the next day to collect the medicines/drugs on a
    prescribed time.
    4. Customer arrives and shows the message.
    5. The pharmacist brings in the medicine with the bill.
    6. The pharmacist explains the dosage.
    7. Customer pays the bill, collects medicine.
    8. Customer leaves.

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