A pharmacy service of a particular drug store has very poor customer retention.

Question

A pharmacy service of a particular drug store has very poor customer retention. Things are so bad that unless things are changed dramatically, the drug store doesn't know whether they can afford to keep the pharmacy services open. Some reasons suggested are that customers claim they often receive incorrect orders and orders are not filled within the time frame promised. Sometimes an order can take four days to fill. The pharmacy would like to create a control chart for the process of filling customer prescriptions to see if their process is in or out of control. To do so, they need three process activities that can be sampled at different points of the day (or week) so as to create all the elements needed for a control chart. Remember the process being analyzed here is the process of filling prescription orders. Your job is to list three activities that are a part of this process of filling prescriptions which can be sampled with statistical measures for a control chart. List three different activities and exactly what would be measured for each. Do not include any measures that focus on how well a computer system is working (skip any and all technology-related answers). Also this question in not asking what you can do to improve the situation; only what should be measured with samples, in order to see if the process of filling orders is in or out of control.

Explanation / Answer

The three process activities that needs to be sampled to create the elements needed for a control chart to determine if the process of filling prescription orders is in or out of control, are as given below.

1. Number of orders received within a month measured as count of orders.

2. Number of incorrectly filled orders measured as discrepancy report of order filled versus order received.

3. Time taken to fill the orders measured as difference of order filled date and order received date.

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