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Cvs Pharmacy - Introduction and Overview

Essay by   •  September 9, 2012  •  Case Study  •  853 Words (4 Pages)  •  1,635 Views

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Introduction and Overview

CVS Pharmacy is considered one of the top pharmacy nationwide chains in the country. There are more than 7,100 stores in nearly every state. The stores retail medication, toiletries and sundry merchandise that is purchased by consumers such as snacks, beverages, skin care and personal care items, holiday merchandise and convenience goods. There is also an online site where products can be ordered and shipped directly to consumers. Some of the CVS pharmacies have medical services that operate out of the retail stores.


CVS recognizes the importance of establishing a culture that will have an effect on its people and their performance. The organizational development functional management at CVS realized that sharing a common vision would assist each individual in understanding what the company stands for, commit to the same vision, and then work toward supporting the mission each and every day.

The vision at CVS is simple "to strive to improve the quality of human life" (, 2010). Taking a look at two of the organization's functional goals in the Technology and Human Resource business areas, it is easy to see how CVS is an industry leader.

The organizational structure or team at CVS involved in working on this issue from the HR area include the Senior Vice President of HR, Training Specialist, nd local HR managers. From organizational operations there is the technology manager, and procurement managers.

1. The role of the organizational development team is to identify areas where issues remain unresolved even though there has been some changes made to management or system processes. The goals of the technology department are to remain at the forefront of the industry and continue to meet objectives set to improve operations quality with the organization.

Specifically the role of HR manager, Mr. Ted, on the OD team has the task of hiring and training the CVS team, the TCO topic that most closely relates to the hiring problem is (B).

"Given the influence of factors such as values, attitudes, beliefs, feelings, and personality on individual behavior, demonstrate how knowledge of individual difference factors helps in understanding, predicting, and influencing individual behavior."

As HR manager and part of the Organizational Development team, Mr. Ted has recognized that the IT technical department is needed to assist in the problem task. In turn the technical department has brought in Aspect Technology to assist in analyzing the issues relating to customer complaints and the inefficiencies in the level of customer service from a systems standpoint. A report completed on the systems in place at CVS help in identifying the problem areas and providing insight into how to make changes to the system, applications and require HR support for training that can improve the situation. The report was conducted



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