$8.$ Upstream Thinking: Think about changes needed to be made to fix the problems identified by PSI. $[$Answer below questions.$]$

$8.($i$)$ If we think of PSI as an exercise in upstream thinking, Which of the $7$ questions was most important and it was tackled how? $($ii$)$ Why?

$9.$ Analyzing the case, and thinking of leverage $($one of $7$ questions$)$ as power to implement an upstream problem $($iceberg below the surface issues$)($i$)$ Which role in the pharmacy would put up the most resistance to change? $($ii$)$ Why? $($iii$)$ How would CVS tackle their resistance?

$10.($i$)$ Would it be possible for pharmacies to do $$backsliding$($continue to use the wooden boxes described in the case$)$ to sort prescriptions by pickup time, and postpone doing batch data entry. $($ii$)$ How can CVS detect which stores it is happening in$?($iii$)$ What can CVS do $($please do not say CVS should communicate$/$train staff$)$ about the proposed solution to prevent this? $[$This is a difficult question, please think hard!$]$

Reflection questions

$11$a$.($i$)$ Was it easy or difficult for CVS to establish the PSI to tackle customer defection issues? $($ii$)$ Why? HINT: Pick one item Upstream Thinking Barriers or Iceberg model to anchor your answer.

$11$b$.($i$)$ How did CVS manage to focus attention of PSI team to diagnose the non$-$obvious causes of tackle customer defection problem? $($i$)$ Why? HINT: High Impact Point and Simulation$/$Mapping$.$

$12.$ Upstream Thinking$/$Iceberg Model$/$High Impact Point$/$Mapping$-$Simulation all look so obvious when we discuss them. But most organizations including Expedia, and CVS found them difficult to do them. $($i$)$ Why? $($ii$)$ Identify two most critical actions of CVS that enabled it to do Upstream Thinking$/$Iceberg Model$/$High Impact Point$/$Mapping$-$Simulation. Justify your answer in $1$ to $3$ sentences. HINT: These were organizational actions.

$13.($i$)$ The fundamental lesson of Upstream Thinking$/$Iceberg Model$/$High Impact Point$/$Mapping$-$Simulation and CVS case in terms of use of technology and IT to fix things is what? $($ii$)$ Why?