Quality Control

CVS uses the Quality Control (QC) model to help improve their customer service level that is provided by their employees. They use the QC model to measure the level of customer service that each store or region provides to their customers. At CVS good customer service is a standard because good customer service equals a loyal customer for CVS and if employees do not show or demonstrate good service to a customer there is a chance that this customer will not return. CVS does use the continuous improvement model to improve their levels of customer service and under this model they follow the Pareto Analysis. CVS definitely follows the Pareto Analysis because they try to fix or repair the most important areas first. For example CVS has the strategy that every transaction must have five E’s (Eye Contact, Exchange, Extra Care, Extra Selling, and Ending) this is a strategy developed for employees to engage in more conversation and interaction with a customer, which the end result improves the level of customer service. They started at the root of the problem because if employees do not have the proper training on the standards of the company they cannot provide the highest level of customer service that CVS lives by. By CVS assessing the main problem first it not only increases their level of customer service but it also increases their sales, because a happy customer will always return. The improvements that CVS can make is to make sure that they spend the time and money necessary to train their staff and make sure that their staff is fully aware of what the company is trying to achieve.