Title: CVS, Jon Roberts and Josh Flum  [videorecording]
Description: "CVS's retail pharmacy operations are functioning  poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, ant the problems generated by exceptions. The company must now decide to change this process, and what information system changes to make in support of the redesigned process."--Website.
Subjects: Reengineering (Management), Consumer satisfaction, Drugstores, Computer network resources, CVS/pharmacy (Firm)