Course Project Proposal: CVS Pharmacy

Course Project Proposal
CVS Pharmacy
Introduction and Overview CVS Pharmacy is considered one of the top pharmacy nationwide chains in the country. There are more than 7,100 stores in nearly every state. The stores retail medication, toiletries and sundry merchandise that is purchased by consumers such as snacks, beverages, skin care and personal care items, holiday merchandise and convenience goods. There is also an online site where products can be ordered and shipped directly to consumers. Some of the CVS pharmacies have medical services that operate out of the retail stores. Overview CVS recognizes the importance of establishing a culture that will have an effect on its people and their performance. The organizational development functional management at CVS realized that sharing a common vision would assist each individual in understanding what the company stands for, commit to the same vision, and then work toward supporting the mission each and every day. The vision at CVS is simple to strive to improve the quality of human life (CVScaremark.com, 2010). Taking a look at two of the organizations functional goals in the Technology and Human Resource business areas, it is easy to see how CVS is an industry leader. The organizational structure or team at CVS involved in working on this issue from the HR area include the Senior Vice President of HR, Training Specialist, nd local HR managers. From organizational operations there is the technology manager, and procurement managers. 1. The role of the organizational development team is to identify areas where issues remain unresolved even though there has been some changes made to management or system processes. The goals of the technology department are to remain at the forefront of the industry and continue to meet objectives set to improve operations quality with the organization.
Specifically the role of HR manager, Mr. Ted, on the OD team has the task of hiring and training the CVS team, the TCO topic that most closely relates to the hiring problem is (B). Given the influence of factors such as values, attitudes, beliefs, feelings, and personality on individual behavior,
demonstrate how knowledge of individual difference factors helps in understanding, predicting, and influencing individual behavior.
As HR manager and part of the Organizational Development team, Mr. Ted has recognized that the IT technical department is needed to assist in the problem task. In turn the technical department has brought in Aspect Technology to assist in analyzing the issues relating to customer complaints and the inefficiencies in the level of customer service from a systems standpoint. A report completed on the systems in place at CVS help in identifying the problem areas and providing insight into how to make changes to the system, applications and require HR support for training that can improve the situation. The report was conducted by Mr. Ted and is documented in CVS Pharmacy Aspect Technology Training Project. Lastly Mr. Ted identified issues in the Human Resource department that contributed to the problems with customer service. The ability to train and staff knowledgeable employees needs to be addressed. This analysis reviews the issues and proposes a solution to getting well trained staff who remain with the company for the long term. It is proposed by Mr. Ted who worked with the Director of Government Services at CVS. The problem question is how to improve the level of customer service at CVS reducing complaints. The main goals of the leadership in the technology department were to retain the position of industry leader while continuing to improve operations with a higher standard or quality. This will mean addressing issues of slow response times and getting the HR and technical solutions that correct the problems with order processing.
Define the Problem There are issues related to timeliness in responding to customer prescription orders. There are also concerns that misinformation has resulted in customer dissatisfaction in getting updates as to the status of their orders. There are too many cases being reported where customers orders are misplaced or left unfulfilled. This too is an area that needs to be addressed. How can CVS OD team, specifically HR work to leverage technology in order to improve the organization by resolving issues of efficiency and responsiveness to customer service? 1. The nature of the problem is rooted in technological processes. 2. Related problems are the hiring process. As HR manager your role is to review the hiring process and become more proactive to aligning with customer service needs. In addition HR needs to communicate with the IT department to research how technology and training can improve the prescription order processing system. HR can address the problem of improving customer satisfaction with better trained workers to reduce the issues related to response times and error tracking using these systems. This will be effective in improving the OD goals of raising the level of efficiency while reducing customer service complaints to response and errors in processing orders.
References CVScaremark.com. (2010). CVS Caremark: Our vision, mission, and values. Retrieved July, 23, 2010 from http://info.cvscaremark.com/our-company/ourculture/vision-mission-values
Thies, G. (2006). CVS Pharmacy: Aspect Technology. Retrieved July 25, 2010 from http://www.aspect.com/casestudies/Aspect_CVS-Pharmacy_CS.pdf Wing, S. M. (2010). WinWin CVS Pharmacy Human Resources. Director of Government Hiring Programs, CVS Corporation. Retrieved July 23, 2010 from http://winwinpartner.com/Human%20Resources/ssCVSPharmacy.html

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