SERVICE TECHNOLOGY IN ACTION & HOW IT COULD BE IMPROVED
Service Technology: A Real Life Example One instance that always comes to mind when I think about a service technology that is not employed effectively is the technology behind the pharmacy services on United States Marine Corps bases. The technology in question is a kiosk that is used to supplement and support the core service of the pharmacy, but it does not provide many additional benefits. Usually, pharmacies are very quick; in fact, many of them offer drive-thru services that take about five minutes. They are not often seen as a big inconvenience that patients try to avoid. However, it typically takes over an hour to fill a prescription on the bases. Because of this, many patients …show more content…
I have also taken my prescription to another pharmacy where I had to pay a premium for my medication just so I did not have to go on base. When I do visit the pharmacy on base, I am often there so long that my kids get restless and fussy and create an unpleasant atmosphere for everyone in the waiting room. I believe one of the main reasons behind the slow service is the technology that is used; it is not implemented in an efficient manner that allows it to be effective or beneficial to the backstage operations of the pharmacy service performance. The process for filling a prescription through the pharmacy service on base is quite lengthy and time consuming. It is as follows: First, the patient goes to the doctor and requires medication, so the doctor sends the prescription to the pharmacy, which is located in the same building, via computer. From there, the patient walks to the pharmacy. Once he or she arrives, he or she scans his or her military ID at the pharmacy kiosk, selects the “fill prescription” option or whichever option applies, grabs a slip of paper with a number on it that is printed by the kiosk, and then finds a seat in the …show more content…
It is meant to be a self-service technology, and this type of technology is meant to offer “low-cost service” and reduce the need for humans during the service process (Fisk, Grove, & John, 2014). However as I mentioned, the self-service technology at the pharmacy is not currently being used in a way that allows it to add benefits to the service or empower the employees and customers. With that being said, there are quite a few ways in which I believe the technology described in this process could be improved to provide patients with a quick and pleasant
Service Technology: A Real Life Example One instance that always comes to mind when I think about a service technology that is not employed effectively is the technology behind the pharmacy services on United States Marine Corps bases. The technology in question is a kiosk that is used to supplement and support the core service of the pharmacy, but it does not provide many additional benefits. Usually, pharmacies are very quick; in fact, many of them offer drive-thru services that take about five minutes. They are not often seen as a big inconvenience that patients try to avoid. However, it typically takes over an hour to fill a prescription on the bases. Because of this, many patients …show more content…
I have also taken my prescription to another pharmacy where I had to pay a premium for my medication just so I did not have to go on base. When I do visit the pharmacy on base, I am often there so long that my kids get restless and fussy and create an unpleasant atmosphere for everyone in the waiting room. I believe one of the main reasons behind the slow service is the technology that is used; it is not implemented in an efficient manner that allows it to be effective or beneficial to the backstage operations of the pharmacy service performance. The process for filling a prescription through the pharmacy service on base is quite lengthy and time consuming. It is as follows: First, the patient goes to the doctor and requires medication, so the doctor sends the prescription to the pharmacy, which is located in the same building, via computer. From there, the patient walks to the pharmacy. Once he or she arrives, he or she scans his or her military ID at the pharmacy kiosk, selects the “fill prescription” option or whichever option applies, grabs a slip of paper with a number on it that is printed by the kiosk, and then finds a seat in the …show more content…
It is meant to be a self-service technology, and this type of technology is meant to offer “low-cost service” and reduce the need for humans during the service process (Fisk, Grove, & John, 2014). However as I mentioned, the self-service technology at the pharmacy is not currently being used in a way that allows it to add benefits to the service or empower the employees and customers. With that being said, there are quite a few ways in which I believe the technology described in this process could be improved to provide patients with a quick and pleasant