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Walgreens Business Architecture

High Level View
by

Brian DeMay

on 16 April 2015

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Transcript of Walgreens Business Architecture

CustomerServices Healthcare Daily Living Pharmacy
Fulfillment Clinical Services Generate Demand Fulfill Demand Customer Service Fulfillment Intake Consumer Channels Store Cashier Pharmacy
Staff Take Care
Staff People Kiosks Print Readerboard Digital Receipt Patient
Education Consumer Digital Walgreens.com Beauty.com Drugstore.com Online Mobile
App Mobile Web Mobile Skinstore.com Visiondirect.com Walgreenshealth.com Takecarehealth.com Mobile
App Partners SMS Websites email APNS Secure
Messaging Tablets POS Display Telephonic Call
Center Central / Corporate
Staff Agent
Assisted Inbound Autodialer IVR In Store
Staff Chat Tablet App Mobile
App Social Websites Fax Print Media Circular Mailers Advertising / Signage Shipping Services USPS Fedex, UPS, DHL Courier
Services Internal
Fleet Interaction Communication Material Distribution In Home Home
Care
Nurse People Digital In Home
Medical
Devices TV In Hospital / Clinic People Digital Tablet TV Pharmacy
Staff At Worksite Cashier Pharmacy
Staff Take Care
Staff People Kiosks Print Readerboard Digital Receipt Patient
Education POS Display Mail
Service
Pharmacy Central
Specialty
Pharmacy Infusion
Pharmacy Closed
Door Pharmacies Wireless
Monitors Telepresence Digital
Displays Health
Monitoring
Devices Traditional
Pharmacy Specialty
Pharmacy Infusion
Pharmacy Consultations Acute Care Chronic Care Preventative Care / Wellness Traditional
Pharmacy
Consultation MTM New to
Condition /
Therapy Adherence Immunizations Health
Testing Checkups /
Examinations Occupational
Health Primary
Care Acute Care
Nursing
Services Specialty
Patient
Management Home Infusion
Care
Management Diabetes
Management Supplier Channels Store Store
Staff People Supplier Digital Online email Tablets Telephonic Call
Center Central / Corporate
Staff Agent
Assisted Inbound Autodialer IVR In Store
Staff Fax Electronic Message Based File
Based Web
Service Print Media Mailers Shipping Services USPS Fedex, UPS, DHL Interaction Communication Material Distribution Mail
Service
Pharmacy Central
Specialty
Pharmacy Infusion
Pharmacy Closed
Door Pharmacies Vendor
Portal Provider Channels Store Pharmacy
Staff Take Care
Staff People Digital Label Provider Digital Online Mobile
App Mobile Web Mobile Mobile
App Partners SMS Websites email APNS Secure
Messaging Tablets Telephonic Call
Center Central / Corporate
Staff Agent
Assisted Inbound Autodialer IVR In Store
Staff Chat Tablet App Mobile
App Social Websites Fax Electronic Message Based File
Based Web
Service Print Media Mailers Shipping Services USPS Fedex, UPS, DHL Interaction Communication Material Distribution In Home Home
Care
Nurse People In Hospital / Clinic People Digital Tablet Pharmacy
Staff At Worksite Pharmacy
Staff Take Care
Staff People Digital Label Mail
Service
Pharmacy Central
Specialty
Pharmacy Infusion
Pharmacy Closed
Door Pharmacies Telepresence Health
Monitoring
Devices Payer Channels Store Pharmacy
Staff Take Care
Staff People Label Telephonic Call
Center Central / Corporate
Staff Agent
Assisted Inbound Autodialer IVR In Store
Staff Fax Electronic Message Based File
Based Web
Service Print Media Mailers Shipping Services USPS Interaction Communication Material Distribution In Home Home
Care
Nurse People In Hospital / Clinic People Pharmacy
Staff At Worksite Pharmacy
Staff Take Care
Staff People Label Mail
Service
Pharmacy Central
Specialty
Pharmacy Infusion
Pharmacy Closed
Door Pharmacies Client Channels Telephonic Call
Center Central / Corporate
Staff Agent
Assisted Inbound Autodialer IVR In Store
Staff Fax Electronic Message Based File
Based Web
Service Print Media Mailers Shipping Services USPS Fedex, UPS, DHL Interaction Communication Material Distribution Corporate Corporate
Staff People Store
Staff 30 Day 90 Day Note: Products and services are shown independent of fulfillment channel.

Example: Specialty pharmacy can be fulfilled at both retail and through shipping services (central specialty), and traditional pharmacy can be fulfilled via both central fill (mail pharmacy) and retail pharmacy. Care
Coordination Traditional Convenience Retail Basic
Merchandise Beauty Seasonal Photo Fresh Beer & Wine Healthcare OTC Vitamins DME Online-only
Merchandise Telepresence Health
Monitoring
Devices Telepresence Health
Monitoring
Devices Partner
Portal Clinician
Portal Care Coordination
Portal Reporting
Portal In Provider's Office People Sales /
Client
Service Doctor
Detailing Payer Digital Online email Partner
Portal Care Coordination
Portal Reporting
Portal "Connected Health" Walgreens Consumer Payer Client Provider Government Supplier Partner Caregiver Workforce Health
System Employee Contractor Vendor Wholesaler Pharmaceutical
Manufacturer Client Digital Online email Partner
Portal Care Coordination
Portal Reporting
Portal Enterprise Business Processes Products and services are delivered and supported by business processes. Consumer Channels Client Channels Payer Channels Government Channels Provider Channels Workforce Channels Partner Channels Supplier Channels Patient Member
of Note: Walgreens Workforce as consumers of Walgreens Services Business processes that interact with people are delivered through channels, and help us form a relationship. Label Label Print Receipt Patient
Education Label This is us. Consumer
Relationship
Framework "Focus on what's important. My time is valuable." "Treat me like
you are one company." "What are my options?" The Consumer Us Client
Relationship
Framework Enterprise View
of Client and Member Information Relevant
Messaging &
Campaigns Enterprise View
of Client
Information Enterprise View
of Walgreens
Services what the client needs what we need Client
Relationship
Management
Framework Provider
Relationship
Framework Enterprise View
of Provider Information Relevant
Messaging &
Campaigns Enterprise View
of Provider
Information Enterprise View
of Walgreens
Services what the provider needs what we need Provider
Relationship
Management
Framework Supplier
Relationship
Framework Enterprise View
of Supplier Information Relevant
Messaging &
Campaigns Enterprise View
of Supplier
Information Enterprise View
of Walgreens
Services what the supplier needs what we need Supplier
Relationship
Management
Framework Payer
Relationship
Framework Enterprise View
of Payer Information Relevant
Messaging &
Campaigns Enterprise View
of Payer and Member
Information Enterprise View
of Walgreens
Services what the payer needs what we need Payer
Relationship
Management
Framework Tablets Mobile
Devices Enterprise View
of Contract Information Organization,
Actors Drivers, Goals, Objectives Locations Processes Roles Client
Offerings Contracts,
Measures We are part of an extended
ecosystem, and our success hinges on relationships. Defining Our Business Architecture Walgreens Enterprise Architecture Workforce Channels Workforce Digital Employee
Portal Online Mobile
App Mobile Divisional
Portlets Mobile
App Partners SMS Websites email APNS Secure
Messaging Tablets Telephonic Call
Center Central / Corporate
Staff Agent
Assisted Inbound Autodialer IVR Chat Tablet App Mobile
App Social Websites Print Media Workforce
Content Mailers Shipping Services USPS Interaction Communication Material Distribution At Worksite Cashier Pharmacy
Staff Take Care
Staff People Kiosks Print Readerboard Digital Receipt Patient
Education POS Display Telepresence Health
Monitoring
Devices Label At Payer Site Sales
and Client
Services People At Client Site Sales
and Client
Services People Provider
Content Call Effectiveness
Call Efficiency
Call Quality

Call Center Workforce Measurements

Financial Measurements? Customer Demographic Data (most importantly, phone number)
Perform ANI match against enterprise contact information
Read Last Few Encounters / Touches (whatever we are calling these now)
Obtain Customer Segmentation / Experience Information
<transact>
Record All Call Attempts
Record Customer Satisfaction Info
Record All Call Dispositions / Outcomes

Automated Outbound Calls adhere to Customer Contact Preference architecture Product-specific services / stubs invoke services back within service fulfillment systems (IC+, Promise, etc.) Handles customer identification and common experience needs (i.e. messaging/offer suggestion) Common Agent Desktop Stage Two:
Desktop Rationalization Healthcare Mart Enterprise Customer Data Call Center Operational Data OPV Customer Mart EDW Enterprise Data Stores Call Center
Divisional Data Stores Call Center
Domain Applications Call Center ODS Publish Customer Encounter Info Read / Update Customer Demographic Info
Read Customer Experience / Segmentation Info
Read Customer Messaging / Offer Info
Publish Customer Encounter Info Publish call stats Enterprise Customer Data Call Center Operational Data Enterprise Data Stores Call Center
Divisional Data Stores Call Center
Domain Applications Stage One:
Data Integration Healthcare Mart OPV Customer Mart EDW Call Center ODS Walgreens container
Enterprise Provider Authentication / Authorization Provider Portal Provider
Performance
Reporting (ACO)
Medventive Portlet / APIs Clinical
Viewer
(Enterprise)
Orion
Portlet / APIs Care Coordination
Activities (ACO)
Healthy Circles Portlet / APIs Provider
Campaign
Messaging
(custom, exposes Unica campaigns) Provider
Contact
Preferences
(custom) Provider
Demographics
Data Maintenance
(custom, exposes Master
Provider Data) mHealth Data etc… One Walgreens APIs
(for patient data not in HTB) Provider
Direct
(custom, secure email) Culture Be one.
Be bold.
Be real.
Build trust.
Love customers.
Own it.
Live it. Enterprise Customer
Architecture
Full transcript