Caremark PCS (Formerly Advanced PCS)
The pharmacy benefits group for Caremark looked to simulation to help improve customer service and reduce turnaround time on prescription orders.
Orders arrive to the central processing location in Scottsdale, AZ via telephone, fax, internet, and mail. Each order can then proceed through one of hundreds of possible paths depending on the type of order, the source, if it is a refill or new prescription, and other random factors. Each path will contain anywhere from 4 to15 steps. At each step the order must be processed, and delays may occur.
The sheer volume and complexity of the orders made capacity planning and staffing very difficult. Simulation has helped reduce order turnaround time, improve staff utilization, and reduce costs.