Your assignment is to analyze and re$-$design the Pharmacy Prescription Fulfilment Process described in the CVS Pharmacy case study.

a to$-$be process. In some respects, the case study description is not detailed enough. In these cases, you can make your own assumptions.

Submit in following formats:

Deliverables $1,3,4,$ please use Word or PDF format

Deliverables $2$ and $5,$ use Signavio as tool, then save as PDF file.

Deliverable $1$: Assess and answer the "Opportunity Assessment".

What revenue improvement could be obtained by reducing the defection rate due to poor customer service by $60\%?$ To answer this question, you may need to analyze the following questions first:

What percentage of defecting customers in $2000$ are light users? Same question for heavy users.

What is the volume of scripts lost annually to light defectors? Same question for heavy defectors?

How many scripts are filled annually by CVS pharmacies?

What is the average revenue per script?

the tool.$)$ Make sure to show how different types of errors or exceptions are handled, including:

$-$What happens if a customer calls to cancel their prescription or to change the time at which they plan to pick$-$up their prescription?

$-$What happens if the required drugs are not on stock?

$-$What happens if a customer does not come to pick up his$/$her prescription for several days?

$-$What happens if the maximum number of refills has been reached and the doctor who emitted the prescription needs to be called to authorize an additional refill $-$ but the doctor is unavailable?

Other errors documented in the case study.

Deliverable $3$: Create an issue register and to assess the impact of these issues. Here you can use the estimates obtained during the opportunity assessment.

can think of$.$ Instead, you should include only the most "high$-$priority" issues.

subprocesses$)$ in the report and describe why you suggest that change and which issue$($s$)$ it would help to solve.

Deliverable $5$: Submit the full process model as a separate file $($in PDF