OPERATIONS MANAGEMENT CASE STUDY

Case 5.2 : Improving The Pharmacy Experience

Submitted By: Group 3

Neha Sharma (16DM133)
Pranoy Kumar (16DM148)
Punjan Shukla (16DM159)
Rachit Gaba (16DM160)
Rakshit Raina (16DM164)
Rohit Sinha (16DM181)
Samanber Hasnain (16DM190)
PROBLEM

Yao Fun Small Town Pharmacy is the only location one can
obtain prescription drugs from. So there is limited options of
where one can buy the prescribed drugs making the Pharmacy a
very busy place .

TASK
Create a service blueprint of the procedure
Identify opportunities for improving the overall process to
maximize efficiency.
Service Blueprint

Service blueprint is a picture or map that accurately portrays

the service system so that different people involved in providing
it can understand and deal with it objectively regardless of their
individual point of view.

Particularly useful at design and redesign stages of service

development.

It provides a way to break the service into logical components

and to depict the steps or tasks in the process, the means by
which they are executed and evidence of the service as consumer
experiences it.
SERVICE MAPPING
A tool for simultaneously depicting the service process, the
points of customer contact, and the evidence of service from
the customers point of view.
 Blueprint Components
CUSTOMER ACTIONS
Line of interactions

ONSTAGE CONTACT EMPLOYEE ACTIONS

Line of visibility

BACKSTAGE CONTACT EMPLOYEE ACTIONS

Line of internal interaction

SUPPORT PROCESS
 CURRENT BLUEPRINT
Customer Takes waits Hands over the Customer Goes to
arrives ticket prescription receives cashier
medicine and
prescription

Line of
interaction
Greeted by Customer Customer Cashier
personnel called number called receives
money

Line of
visibility
Assembles Matches
the medicine medicine with
prescription
If medicine
not available

Line of internal
interaction Talk to
manager/goes to
store room
 Scope for improvement
Streamlining the process

Reduce the number of customer interaction with the

Pharmacy personnel.

no need for two separate windows for pharmacy personnel

and cashier instead have a single window with two staffs.

Other ways for improving efficiency

Consider automation.

Review processes regularly.

 BLUEPRINT AFTER STREAMLING THE PROCESS

Arrival at pharmacy & Customer is called, receives

hands over the the medicine and pays the
prescription amount

Line of
interaction
Gets greeted & receives Matches medicine Cashier cum
ticket number with prescription Pharmacy window

Line of
visibility
Forwards it to Pharmacy Assembles the medicine
personnel

If medicine not
available

Line of internal
interaction
Talks to manager/goes to
store room