This process needs to redesigned and subsequent complementary assets installed in the system to make it more efficient. Below is the new process model with the proposed changes: New process model: Requisite changes in IT Infrastructure: We need a new IT infrastructure to support the new process flow. Following are the changes needed to at different stages: 1. Drop-off: A web portal will be designed to help the customer manage his orders. The customer can be either new or old customer: a. New customer: The customer will open his/her account on the web portal.
The customer will be asked to fill he mandatory fields like Name, Date of Birth, pick-up pharmacy location and whether he is willing to pay for the medicines if Insurance does not cover the charges. A unique customer id will be generated to identify each customer. The customer will also attach the soft copy or scanned image of required verification document and prescription at the same time. Then the tech at the firm will approve the request if the details match or else a notification will be sent to the customer to give the required document so that the request can be approved. . Old Customer: The customer can simply logon and can array out his/her of operation which can be c. Order: The order can be for an old script or for a new script: Old script: This will be selected form the drop down list on the portal which shows the past scripts ordered by the customer. The website will show the number of times the order has been refilled. Fifth number of refill till now is less than the number of times allowed then the customer Can simply place the order by a simple click of mouse.
The customer can select the pharmacy from which he wants to collect the medicine from the list of available pharmacies as per his convenience. Also he can select his preferred time of pick up. This will be stored in a database containing the transaction details of all the customers. In case number of refills exceeds the allowable limit, then the customer can check with the doctor regarding the same. Capability will be given to the customer to track his order. New script: If the order is new then the customer will have to upload the scan copy or picture of the prescription.
Also the customer will be asked to give the details of the previous pharmacy fifth customer has ever before used the script. Based on the input a procedure to et the data from the old pharmacy will be initiated so that it can be verified that the maximum number of refills is not crossed. The customer will be notified that his order will be processed when the data from the previous pharmacies is received. Capability will be given to the customer to track his order. Capabilities gained: 1 .
Standard format of data: Since the data is entered though the website the problem of not reading the handwriting is solved. 2. Faster process time: In case the customer and order is old we do not need verification for refills. So the process becomes faster. . No need for customer to come physically: The customer can order from his home round the clock. So the load on the personnel is reduced. 4. Monitoring: Both the organization and the customer will have power to monitor his/her behavior and order. The customer can check history and track order.
The organization by knowing the history of the patient can manage third party issues and make strategies in a better way. 5. Notification: The customer can be notified about possible issues like refills, failed verifications, and data retrieval from different pharmacies. 2. Data entry: At this stage only the data of the prescription needs to be added if a scan copy has been attached. Also if the customer has chosen for offline process then like the online process customer data needs to be entered at the store manually by tech.
In online, the customer knows about the refill issue while ordering itself and the issue is avoided. In offline process, if the issue occurs then the customer is notified of the same via email or message, so that he is aware of the issue on time. (Our main strategy will to encourage online usage more so that gradually the offline process diminishes. This can be done by paving incentives for online usage like reward points or discounts. ) Gradually the logs of different doctors’ details, insurance firms and their policies will be maintained for faster turnaround time.
After the data entry process Of Insurance Verification, inventory management and insurance verification will be triggered simultaneously to save time. An algorithm will be used to schedule the orders according to the pickup time. Capabilities gained: 1 . The total process time is reduced by ensuring that the process has been reengineering to ensure that the process of insurance verification, inventory management and DOUR & QUA is stared simultaneously. 2. Having a database of different doctors and the insurance firms will gradually help to devise strategy to reduce the processing time. . The customer either knows about the refill issues on time in offline process or the issue does not occur in case Of online. This would mean avoiding a rejection due to non-refill next time the customer comes to the store. 4. The request will be put in queue as per the pickup time thus reducing the chances of late delivery. 3. Insurance and Verification: This step will be triggered just after the data has been entered. The insurance details are processed and payment details are calculated and amount to be levied from customer is put in the system for the pick-up department.
The details will be entered into the database. The customer is notified regarding the same as soon as the details are received. If an insurance firm has any IT infrastructure then the transfer of data can be done digitally to reduce the manual effort. Capability Gained: 1 . The customer gets notification on time whether the insurance is processed or rejected. 2. The customer is notified of the payment details which reduces the shock value. 3. The customer is asked at the time of data entry if he/she is willing to pay for the order if the insurance fails to cover the charges.
This will reduce the anxiety on seeing high payment amount at time of pick-up. 4. Inventory: The data about the name of medicine and the quantity of medicines can be transferred to the inventory management system. It can used to find if the medicines are available or not. If not an alert shall be sent to the supplier so that the customer demand can be met on time. There would be a lower limit of inventory maintained for any medicine. If the inventory goes below the MIT then the alert for ordering should be set. Barded should be used for itemization.
This can be used not only to manage inventory but also to map the medicine with the order old which can help to reduce error. Capabilities GA indeed: 1 . Mapping of medicine and order id gives better monitoring. 2. Reduces the chances of loss of order. 3. Better inventory management. 5. Pharmacist: Pharmacist will do DULL, quality assurance and packaging After the data entry a notification will be sent to the pharmacist to process the order further. Pharmacist will run the DOUR process and if the order is alright then he proceeds with the quality assurance else he first confirms with the doctors and then if confirmed he proceeds.
Fifth doctor does not agree then a hard stop is reached and a notification is sent to customer using email and SMS. Then the pharmacist checks that each medicine is given in the right amount. Barded reader is used to read each medicine so that they can be mapped to the order id. Then he encloses all the medicine in an envelope, which has barded and label printed properly with a customer id and order id. Medicines are not stored as per the alphabetical order. There will be a box near the pharmacist. The time slot, say 5 to 6 pm, will be printed on the box.
The pharmacist will pack the envelope and put it in the box. The entry will thus be made of the time in the system which will help in finding the order at time of delivery (automatically current time) 6. Pick up: When the customer comes to take the order he will enter the order id in a terminal so that the pick-up tech knows that the customer has arrived and is in the queue. The pick-up tech will become active and will check the entry in database and finds the box having the order from the packing time. By the mime customer reaches the counter his order will be retrieved and he will not have to wait.
When he makes the payment and takes his order then entry is made that the order is closed. Thus new capabilities are put into the system that enhances the customer experience and helps to improve on the Key performance indicators. The enterprise IT capability that will be leveraged is the Redesigning of business process at each step to integrate the activities as described above. Another key Enterprise IT capability that will be leveraged is Standardization of activities like prescription data filling order of activities etc.
Standardization will also be done in codification of raw material inventory and also final product codes for each variety of medicine or formulation. Another key TIE capability is Monitoring the activities as described in keeping track of inventory of drugs and number of refills allowed on a particular prescription. Monitoring can also help in identifying efficient employees and help in staffing them during peak hours. Enterprise IT takes shape from top-bottom and its adaptability and efficiency is highly dependent on implementing supporting complementary assets like ewe interdependencies, processes and decision rights in the system.
These capabilities need to be implemented as soon as the new system goes live to fully benefit from the new system. Complementary assets that need to be put in place to ensure the long-term implementation of the new system are: Business Process Re-engineering as described above Decentralized and distributed decision making at tech and pharmacist level to ensure that each level is aware of its roles and decision making authority. Each role has to be given decision authority as per his/her capability. Training: Train the tech and other staff for smooth adoption of IT capabilities.
