Lum Pharmacy is the only location one can obtain prescription drugs from. With the limitedoptions of where one can buy the prescribed drugs the pharmacy is a very busy place. Thelocal technical university sent its operations management class to observe the averagecustomer experience and record it according to the specific steps an average customerexperiences. The following was the final class listing:
1. Customer arrives.
2. Customer takes a ticket.
3. Customer waits at a comfortable chair location.
4. Customer is called to the pharmacy window.
5. Customer hands the pharmacist the prescription.
6. Customer returns to the waiting area until his/her prescription is called.
7. Customer’s number is called.
8. Pharmacist hands the prescription over and provides guidance and advise on howto take the drugs.
9. Customer travels to the cashier line.
10. Customer waits in line to pay for the prescription.
11. Customer pays for the prescription.
12. Customer leaves.
A.Create a service blueprint (i.e. drawing the process flow) of the procedure. (10 marks)
B.Identify two opportunities for improving the overall process. (20 marks. Approximately 1,000 words )
