Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 32

The process for filling a prescription at a Precision Prescription Pharmacy (PPP) begins when a customer's physician calls the pharmacy or the customer drops off a written prescription. Sometimes the customer needs to refill a prescription and if no refills remain, PPP will call the physician for approval. The prescription information is entered into a computer, insurance information is checked or solicited from the customer, and the prescription is put in a queue for either a pharmacist or a technician to count out the number of pills or pull some other medicine from inventory. A label is prepared and printed, and affixed to the bottle. If the prescription is prepared by a technician, then a pharmacist must check and verify it. The completed prescription is placed in a basket for pickup.
a. Develop a flowchart that maps out this process.
b. Enrich the flowchart by adding detailed steps, which may not have been described in detail.
c. Determine if any opportunities exist for improving PPP's process using the questions posed in the chapter. For example, how might technology, such as an automated telephone system or the Internet, be incorporated into the process to improve customer satisfaction?