For the company your team has selected, identify how the 4 dimensions of quality apply to their product or service. What quality systems do they currently have in place? Recommend some new ideas they should consider.
The dimensions of quality consist of Quality of Design, Quality of Conformance, The Abilities, and Field Service.
Walgreens Quality of Design is the set up of how convenient the health care provider can be.
Walgreens Quality of Conformance is how with thousands of Walgreens customers they can provide medications and healthcare for each individual.
Walgreens Abilities: Availability, Reliability, and Maintainability.
~Availability = Uptime/ (Uptime + Downtime) or Availability = MTBF/ (MTBF + MTTR)
Walgreen provides availability with service during store hours. However, customers can call in prescriptions after hours. Walgreens can be very reliable and guarantees products and medication according to specific criteria and responses. Walgreens also tries to maintain a safe and friendly environment for both customers and employees
Walgreens Field Services works hand in hand with their abilities. They try to be prompt, maintain, competence, and uphold their integrity. By opening the store on time and using their seven service basics (posted on Walgreens blog). In the field Walgreens trust their employees to handle restocking of the shelves, customer transactions, and to provide the most convenient shopping experience.
240-250 Central Ave, Orange, NJ 07050
Map this store
PhoneStore: (973) 674-0733 Pharmacy: (973) 674-0733
Store Hours
M – F:
8:00AM-12:00AM
Sat:
8:00AM-12:00AM
Sun:
8:00AM-12:00AM
Pharmacy Hours
M – F:
8:00 AM-10:00 PM
Sat:
9:00 AM- 6:00 PM
Sun:
10:00 AM- 6:00 PM Store Number3292 Contact us about this store
Monday, March 24, 2008
Process Design
1. The 3 elements of the service product bundle: Walgreens 3 elements of service product bundle contains tangible services, psychological benefits, and physical goods.
~The tangible services are the services that Walgreens give to their customers through providing them with the nation’s most convenient drug store company.
~The psychological benefits are when Walgreen implies that they are the leading U.S. drugstore chain in sales and technology use for a healthcare provider
~The physical goods are the actual products that Walgreens carry. From medication to arts and craft, Walgreens appears to be a multifunctional drugstore.
2.The cell they operate in on the Service Matrix: It appears that Walgreens is a standardized with highly repeatable process sequence. As well as having a moderate number of process pathways, flexible flows with the same dominant path, and moderate work complexity.
I believe this is the case because not only is Walgreens a typical retailer they have to be flexible with the health care products such as medications in order to be convenient for their customers. Therefore, Walgreens would fall in the provider routed section of the service matrix.
3. Some types of customer contact they encounter and how they respond to it. Do they use self service? Do they use technology? Do they use focused operations? How do they support employee?
Well. Walgreens uses both technology and customer –employee contact. For example, there are employees that work within the store that will provide assistance with customer and help them make their transactions. In addition to that Walgreens allow there customers to call in their prescriptions ahead of time from home. This is use as a form of their technology. They also may use computerized registers to complete transactions.
4. What types of service recovery and guarantees do they offer?
Walgreens offer a service guarantee to all customers that it will be a wonderful and convenient shopping experience. They all guarantee that if a customer calls in medication or has put in medication, it will be there and ready for them when promised. However, this does require specific criteria and responses.
Walgreens service recovery states that if there is a problem they will fix the problem within feasible reasons. Along with an effort to avoid repeating the mistake.
~The tangible services are the services that Walgreens give to their customers through providing them with the nation’s most convenient drug store company.
~The psychological benefits are when Walgreen implies that they are the leading U.S. drugstore chain in sales and technology use for a healthcare provider
~The physical goods are the actual products that Walgreens carry. From medication to arts and craft, Walgreens appears to be a multifunctional drugstore.
2.The cell they operate in on the Service Matrix: It appears that Walgreens is a standardized with highly repeatable process sequence. As well as having a moderate number of process pathways, flexible flows with the same dominant path, and moderate work complexity.
I believe this is the case because not only is Walgreens a typical retailer they have to be flexible with the health care products such as medications in order to be convenient for their customers. Therefore, Walgreens would fall in the provider routed section of the service matrix.
3. Some types of customer contact they encounter and how they respond to it. Do they use self service? Do they use technology? Do they use focused operations? How do they support employee?
Well. Walgreens uses both technology and customer –employee contact. For example, there are employees that work within the store that will provide assistance with customer and help them make their transactions. In addition to that Walgreens allow there customers to call in their prescriptions ahead of time from home. This is use as a form of their technology. They also may use computerized registers to complete transactions.
4. What types of service recovery and guarantees do they offer?
Walgreens offer a service guarantee to all customers that it will be a wonderful and convenient shopping experience. They all guarantee that if a customer calls in medication or has put in medication, it will be there and ready for them when promised. However, this does require specific criteria and responses.
Walgreens service recovery states that if there is a problem they will fix the problem within feasible reasons. Along with an effort to avoid repeating the mistake.
Monday, March 10, 2008
Walgreens Seven Service Basics
1. Nobody Waits at Walgreens. (Customers come first. Put other things aside when customers are ready to purchase their items.)
2. In Your Aisle, Gets a Smile! (Anytime you're near customers, look directly at them, smile and greet them with a friendly, pleasant "hello.")
3. It's No Problem! (Accept a customer's problem as your problem. Don't stop working on it until it is solved, or until someone else takes responsibility.)
4. The Phone's for You! (Answer the phone by the third ring, and never keep a customer on hold for more than 60 seconds.)
5. Company's Coming! (Make the store clean, neat and orderly -- as you would for company in your home.)
6. See You Soon! (Let all customers know they're important and encourage them to come back soon!)
7. Surprise! (Most customers don't expect you to go out of your way to help. Surprise a customer with extra-good service and you'll win loyalty.)
Walgreens rely on their great customer service to keep their customers satisfied and to keep them to come back. Found in their mission statement service is the key in walgreens
Walgreens Mission Statement We will treat each other with respect and dignity and do the same for all we serve.We will offer employees of all backgrounds a place to build careers.We will provide the most convenient access to healthcare services and consumer goods in America.We will earn the trust of our customers and build shareholder value.
(All information was written by Walgreens)
2. In Your Aisle, Gets a Smile! (Anytime you're near customers, look directly at them, smile and greet them with a friendly, pleasant "hello.")
3. It's No Problem! (Accept a customer's problem as your problem. Don't stop working on it until it is solved, or until someone else takes responsibility.)
4. The Phone's for You! (Answer the phone by the third ring, and never keep a customer on hold for more than 60 seconds.)
5. Company's Coming! (Make the store clean, neat and orderly -- as you would for company in your home.)
6. See You Soon! (Let all customers know they're important and encourage them to come back soon!)
7. Surprise! (Most customers don't expect you to go out of your way to help. Surprise a customer with extra-good service and you'll win loyalty.)
Walgreens rely on their great customer service to keep their customers satisfied and to keep them to come back. Found in their mission statement service is the key in walgreens
Walgreens Mission Statement We will treat each other with respect and dignity and do the same for all we serve.We will offer employees of all backgrounds a place to build careers.We will provide the most convenient access to healthcare services and consumer goods in America.We will earn the trust of our customers and build shareholder value.
(All information was written by Walgreens)
Inventory
Walgreens inventory system is not public for outsiders. However, according to my past experience in retail. Walgreens probably uses a Periodic "p" system. In a periodic review system the stock position is reviewed at fixed intervals. When the review is made, the stock position is "ordered up" to a target inventory level. As a former employee at Walgreens, during stocking we would only restock those items that were out. We would only order those supplies that was needed rather than extra items when they were still on the shelf.
Monday, March 3, 2008
SIMS
Careers:
SIMS
This innovative, closed-loop system unites all elements of the purchasing-distribution-sales cycle, providing immediate inventory information which optimizes inventory management, and produces better in-stock conditions and faster reaction to sales trends. In-store IBM AS/400 computers combine store scanning with SIMS, allowing our buyers to track item movement from the time merchandise arrives at the distribution centers to the time the product is sold at the checkout. (This work was written by the walgreens company)
SIMS
This innovative, closed-loop system unites all elements of the purchasing-distribution-sales cycle, providing immediate inventory information which optimizes inventory management, and produces better in-stock conditions and faster reaction to sales trends. In-store IBM AS/400 computers combine store scanning with SIMS, allowing our buyers to track item movement from the time merchandise arrives at the distribution centers to the time the product is sold at the checkout. (This work was written by the walgreens company)
Supply Chain
Supply Chain
Our department provides information systems support for Walgreens Marketing, Purchasing and Advertising departments. Currently, the department is organized into six teams that provide state-of-the-art systems to facilitate the efficient operation of these three departments. Programmer/Analysts work with several key Walgreen systems, including Supply Chain Planning and Replenishment, Promotional Planning and Execution, Assortment and Merchandising, EDI and Decision Support. Because of the central role these systems play in Walgreens business strategy and operations, Programmer/Analysts can expect to do more than write code; you will conceive and create business solutions. Our team members work on several platforms including Unix, AS400, Mainframe, and NT. Programmer/Analysts have the opportunity to work with diverse programming tools/languages like COOL:2E, Visual Age for Java, Java Servlets, Oracle, C, Perl, ETL tools, SQL, COBOL, CICS For your professional development, we provide on-the-job training and ongoing skill enhancement. These training opportunities range from intensive instruction in new programming languages to business and management training that helps team members become better project leaders. We believe that our success as a company is directly related to your success as a professional and as a person with a life beyond work hours. For your personal development, we strive to create a work environment that honors the work-life balance for each and every member of our team.
(This work was written by the Walgreens company)
Our department provides information systems support for Walgreens Marketing, Purchasing and Advertising departments. Currently, the department is organized into six teams that provide state-of-the-art systems to facilitate the efficient operation of these three departments. Programmer/Analysts work with several key Walgreen systems, including Supply Chain Planning and Replenishment, Promotional Planning and Execution, Assortment and Merchandising, EDI and Decision Support. Because of the central role these systems play in Walgreens business strategy and operations, Programmer/Analysts can expect to do more than write code; you will conceive and create business solutions. Our team members work on several platforms including Unix, AS400, Mainframe, and NT. Programmer/Analysts have the opportunity to work with diverse programming tools/languages like COOL:2E, Visual Age for Java, Java Servlets, Oracle, C, Perl, ETL tools, SQL, COBOL, CICS For your professional development, we provide on-the-job training and ongoing skill enhancement. These training opportunities range from intensive instruction in new programming languages to business and management training that helps team members become better project leaders. We believe that our success as a company is directly related to your success as a professional and as a person with a life beyond work hours. For your personal development, we strive to create a work environment that honors the work-life balance for each and every member of our team.
(This work was written by the Walgreens company)
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