BUSINESS PROCESS MODEL: The process begins when a customer drops off their prescription at the pharmacy counter. The customer service representative (CSR) takes the prescription and checks in the pharmacy system to see if the customer is an existing customer. If they are an existing customer, then the CSR enters the prescription into the system and checks if the insurance information is up to date. If the information is up to date then the CSR submits the prescription to be filled in the pharmacy system and the customer is asked to wait until their prescription is ready. If the insurance information needs to be added, then that is done before the order is submitted. If they are a new customer, the CSR enters the customers information in the system before proceeding with entering the insurance information. When a prescription is submitted, it is first routed to the pharmacy's backend technician at the pharmacy store. The technician takes an empty bag, writes the name of the customer on the bag, collects the medicines listed in the e-prescription and puts them in the bag. Then she puts the bag in a "quality assurance" (QA) area. The bags in the QA area are those that have not yet been checked by the pharmacist. From time to time, the pharmacist picks up a bag from the QA area, types the name of the customer into the pharmacy information system, and verifies that the medicines in the bag are the correct ones (and that all required medicines are there). If anything is incorrect or missing, they fix the issue. If the pharmacist finds any medicine in the prescription that requires special instructions or attention (e.g. a medicine that may cause strong secondary effects to the customer), she writes an "X" with a red marker on the bag. This means that the bag cannot be handed off to the customer without an interview with the pharmacist. The pharmacist then puts the bag in the pick-up area and the CSR calls out the customers name for pick-up. Upon hearing their name, the customer gives their ID card to the CSR. The CSR enters their name to retrieve the details of the customers prescription order. The customer service representative then looks for the bag with the name of the customer in the pick-up area. If the bag does not have an "X" mark, the customer service representative hands in the bag to the customer and marks the prescription as delivered. If it has an "X", the customer service representative gives the bag to the pharmacist (who sits in another counter at the pharmacy store). The pharmacist asks some questions from the customer and decides whether or not it is safe to give the medicines to the customer. If any of the medicines is unsafe, the pharmacist removes it from the bag, and records this removal in the pharmacy information system. Once the customer receives their prescription they pay for their order and the process is complete.