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.