1. The type of process
The process described in the study is known as order to cash process. According to vom Brocke and Sinnl (2011), order-to-cash process the order is implemented after getting the orders from the customers and the cash is paid fully or partially to the shopkeepers. In this context, the order is given by the customers in advance in morning and the implementation of order is done within 5 p.m. by the pharmacist. Between that, order is checked thoroughly in multistage process for quality enhancement. The payment is made fully or partially to the medicine shops.
2. The actors in this process
There are two actors in this process – customers and medicine shops.
3. The value delivered by the process to the customers
The process described in the case study delivers value of time and price to the customers. The time is saved due to allowing customers to deposit their prescriptions in morning and pharmacists also check DUR of the medicine with respect to past data of the patient (Zellner, 2011). This step ensures that patients will not be affected by any means due to incorrect prescription prepared by doctors. It provides value of time as well as to price as it is useful in changing the drugs at the very first moment (Storbacka and Nenonen, 2012).
4. The possible outcomes of the employed process
• The possible outcome of this process is as follows:
• Reduction in cost of purchase of the patients
• Decrease in side effects of medicines
• Time saving of the customers
Cash savings of the customers due to insurance checking by the pharmacy shop
5. The performance measures can be taken in this case
Customers can measures this process in their perspective using two variables – time saving and money savings.
6. Potential issues and essential information for analyzing the issue
The potential issues might be present in this context are as follows:
• Supplying over demanded medicines at 5 pm
• Unavailability of medicines in pharmacy shops
• Change in prescribed drug
• Communication with the customers and doctors
7. The possible changes to control the issue
The possible changes in controlling the issues might be helpful in supplying drugs to the customers. The change in the process of DUR checking and insurance checking must be in same phase as if any incompatible is watched in both the case then pharmacists need to call the doctor and customers. If pharmacists have to call two times for a prescription then it will be really time consuming and costly activity in view of the pharmacy. Therefore, to reduce the cost and save time of the process, after making the both checking, pharmacists must go forward for resolving the issues. This will enable the pharmacists to shadow the unavailability of medicines and further, the required changes in the prescription of the drugs can be done in this way. The change in the process will be helping in reducing the chances of miscommunication with the customers regarding the change in drugs and also make the communication effective.