a. In this case, what can be done is that a process has to be initiated which checks whether the medicines are available in stock when the customer gives the prescription. If the medicines are available the prescription can be taken and if the medicines are not available the pharmacist can tell this right away to the customer so that the customer's time will not be lost.

b. There can be a separate staff at the pharmacy who can help the customers with the insurance coverage amounts. When the customer comes to the pharmacy and drops the prescription, he can go to the insurance staff and get details of the amount he needs to pay, This will reduce inconveniences.

c. The pharmacy in this case can use a mechanism like text messaging the customer about this even before the customer comes to the pharmacy. This will help the customer to prepare for things better. Text messaging will save the time of customers.

d. There needs to be a facility where the customers can check the availability of refills and their medicine status through an online program. This is highly convenient as customers will not have to reach the pharmacy without noticing this.

e. Different pick-up counters can be set up by the pharmacy to eliminate this issue. If there are different pickup centers, then the customers will not have to wait for 10 minutes and they can get their medicines fast. This is highly convenient to avoid delays.

f. In this case there needs to additional technicians for the pharmacy. Having additional technicians will make the whole process fast and the prescriptions will be ready when the customer comes. It will help the pharmacy to make its processes fats.

The redesign and improvements will help the pharmacy in many ways. With respect to the devil's quadrangle, the cost, time, quality, and scope of the pharmacy can be improved. The scope of the pharmacy will increase that is there will be additional features to the pharmacy. In terms of time additional and unwanted time can be reduced and the processes can be made fast. In terms of cost, some additional costs may be incurred but in the long run, these costs will be covered and it will start generating profits. In terms of quality, the overall quality and image of the pharmacy can be increased with better service and functionality.

Draw an as-is diagram for the above process