Write an issue register for the process above. Analyze at least the following issues:
? Sometimes, a prescription cannot be filled because one or more drugs in the prescription are not in stock. The customer only learns this when they come to pick up their prescription.
? Oftentimes, when the customer arrives to pick up the drugs, they find out that they have to pay more than what they expected because their insurance policy does not cover the drugs in the prescription, or because the insurance company covers only a small percentage of the cost of the drugs.
? In a very small number of cases, the prescription cannot be filled because there is a potentially dangerous interaction between one of the drugs in the prescription and other drugs that the customer has been given in the past. The customer only finds out about this issue when they arrive to pick up the prescription.
? Some prescriptions can be filled multiple times. This is call a “refill”. Every prescription explicitly states whether a refill is allowed and if so how many refills are allowed. Sometimes, a prescription cannot be filled because the number of allowed refills has been reached. The pharmacist then tries to call the doctor who issued the prescription to check if the doctor would allow an additional refill. Sometimes, however, the doctor is unreachable or the doctor does not authorize the refill. The prescription is then left unfilled and the customer only finds it out when they arrive to pick-up the prescription.
? Oftentimes, especially during peak time, customers have to wait for more than 10 minutes to pick-up their prescription due to queues. Customers find this annoying because they find that having to come twice to the pharmacy (once for drop-off and once for pick-up) should allow the pharmacy ample time to avoid such queues at pick-up.
? Sometimes, the customer arrives at the scheduled time, but the prescription is not yet filled due to delays in the prescription fulfillment process. When making assumptions to analyze these issues, you may choose to equate “oftentimes” with “20% of prescriptions”, “sometimes” with “5% of prescriptions” and “very small number of cases” with “1% of prescriptions”. You may also assume that the entire chain of pharmacies consists of 200 pharmacies that serve 4 million prescriptions a year and that the annual revenue of the pharmacy chain attributable to prescriptions is $200 million. You may also assume that every time a customer is dissatisfied when picking up a prescription, the probability that this customer will not come back after this experience is 20 %. You may also assume that on average a customer requires five prescriptions per year. Taking the issue register as a basis, apply Pareto Analysis to determine a subset of issues that should be addressed to reduce the customer churn due to dissatisfaction by at least 70 %. Customer churn is the number of customers who stop consuming services offered by a company at a given point in time. In this context, this means the number of customers who stop coming to the pharmacy due to a bad customer experience.