Objective
The organization knew that the drug refill process was executed with a lot of variations, leading to inconsistencies and operational inefficiencies which had a negative impact on customer experience and operating costs. To tackle this challenge, the organization needed a timely, reliable way to measure process variants and analyze root causes in refill transactions. This included capturing data to understand the different transaction times associated with the variations. By quantifying the time differences, the major drivers of variation could be pinpointed.
Additionally, there was a need to measure how long it took team members to document refill calls, and to identify any duplication of effort that was occurring. Both of these were suspected to be opportunities to streamline workflows and improve efficiency.
Finally, user actions that often caused delays or inefficiencies must be identified through process discovery and analysis. Addressing these opportunities would enable the development of corrective measures to standardize and optimize the refill process, enhancing consistency, efficiency and the overall customer experience.