Communication Plan

Rite Aid LLC have lot of customers on 30 day fillings. The Rxs are filled every 30 day wanted to convert the customers on the 30 day to 90 day fillings. Currently, we are overloading the patient with lot of messages, which are frustrating to the customer and increased work to team members.The project deals with the alignment of the customers to 90 day refills. Customers consent is taken at the store/online and then the messages will be delivered to the customer. By aligning, the refill reminders to the patient would enhance good customer experience and thereby increasing the enrollments to the pharmacy store. Team members have a lot of work in filling the customers for every 30 days and the turnaround works is too much high. Team members are wasting lot of time in filling the customers for every 30 days and the customers are also walking to the store to fill the Rxs for every 30 days. The Rx due date is calculated to 90 days automatically instead of 30 days.

This project will reduce the turnaround time for the team members by filling them for every 90 days and will be delivering the messages to the customers for every 90 day via email and SMS notifications.

Rite Aid LLC is losing lot of customers due to the frequent fillings which are happening every 30 days. Customers are very unhappy to come to the pharmacy every 30 day and they wanted to fill 3 months Rxs at once. By increasing the timeline to 90 days from 30 days, the company will resolve the issue of losing customers.

· To align refill reminder messages for the patient.to 90 day.

· To improve customer experience of the patient by reducing the number of refill reminders.

· To Increase enrollments to the pharmacy.

The project objective is to align the refill reminders to the patient would enhance good customer experience and thereby increasing the enrollments to the pharmacy store. Team members have a lot of work in filling the customers for every 30 days and the turnaround works is too much high. Team members are wasting lot of time in filling the customers for every 30 days and the customers are also walking to the store to fill the Rxs for every 30 days. The Rx due date is calculated to 90 days automatically instead of 30 days.

Currently, we are overloading the patient with lot of messages, which are frustrating to the customer and lot of customers are actually moving to competitors. Also, when the refills are filled for every 30 days it is quite frustrating for the customers to visit the pharmacy once in 30 days. Due to this, the team members are also over burdened with lot of work. The new applications helps the customer and the team member with less work.

· Improve the timeline of the refill reminder messages sent to the customers by aligning the refill reminder messages in a better way to the patient.

· Alignment of messages through the customers preferred channels.

· Customers who has their refill reminders currently through mail will be contacted through text or email depending upon their personal preference.

· Customers consent is taken at the store/online and then the messages will be delivered to the customer.

· By aligning, the refill reminders to the patient would enhance good customer experience and thereby increasing the enrollments to the pharmacy store.

Rite Aid LLC is a pharmacy company which was established in 2002. The company has developed many IT projects from the beginning. Company is filling prescriptions for every 30 days to the customers and Rite Aid is loosing its customers to Walgreens and CVS. Due to this, company has incurred lot of loss and they wanted to implement the project to convert all the 30 day prescriptions to 90 day prescriptions.

· Capturing the consent of the patient for various preferred channels.

· To align refill reminder messages for the patient.

· To improve customer experience of the patient by reducing the number of refill reminders.

· To Increase enrollments to the pharmacy.

Constraints:

· 90 Day fills improve adherence by improving PDC(Proportion Days Covered) by 15%

· 90 Day offer via SMS, E-mail and push refill reminders saves customers number of trips to pharmacy, reduces number of phone calls from pharmacy to patients for refills

· Saving time by improving Pharmacy Experience by filling 90 day prescription instead of three 30 day prescriptions and reducing fill and POS frequency

This section provides a glossary of all terms and abbreviations used in the plan.

The project schedule estimates the time and effort which is required to complete the 90 day RRO project. The plan will help the project manager, scrum master and all the stakeholders involved with the project to be aware of the progress of the project from time to time. The purpose of the plan is to list down the techniques and the review sessions which the project manager will implement as a part of the project.

The approved schedule baseline will be changed only through the formal change control process and only after the impact on the project constrains has been assessed.

In this project, the resources who would be working on the project would be Project Manager, Program Manager, developers, architects, developers, business analysts, product owners, business owner, sponsor and Quality Analysts. Program Managers plays the role of sharing the project status from time to time to the stakeholders involved in the project. The project Manager will develop a list of the people who are working on the project and will be responsible for internal communication. Program Manager will be responsible for the rates of the employees, monitoring budget from time to time, change request communications, sponsor meetings. The purpose of the resource management is to maximize the project resource efficiency by minimizing the risks in the project. The project communication also needs to be sent to the stakeholders from time to time.

In this project we will acquire a new scrum team to perform the project. There are many existing scrum teams working in the company and right skill set will be on boarded after an interview. The business sponsor will contact with the HR and will complete a formal onboarding process. After the scrum team is on boarded they are provided with forma training on the project background. The project Manager will have a excel sheet of the individual resources rates and their extra hour rates. As there is a budget constraint, the rates of the project have to be followed strictly. The project Manager will reward the people by retaining the people whose knowledge can be used for future projects. For training purposes, project manger will coordinate with subject matter expert to know what to include in the projects.

For the resources to gain knowledge, there will be a formal training provided to everyone in the team. The skills will be monitored from time to time and subject matter expert would definitely help them to understand the project. The Project Manager will also make sure they receive the feedback from the Individuals on a weekly basis sot that they can understand what is not going on well in the project. There will be a discussion call along with the scrum call and in that discussion everything will be discussed about the project. All the questions will be addressed and the subject knowledge will be shared with the rest of the employees. Project Manager will upload the knowledge sharing documents to teams and each member will have access to these documents.

The Risk Management Plan is designed to know the overview of the risks listed in the project and to analyze them with the team. Once the risks are analyzed, then they can be reviewed with the entire team. These risks need to monitor through out the project.

The Risk Identification is the first step in the Risk Management Plan. It is also the crucial step because if the risk identification is wrong then the whole purpose of the project might get wasted. The project manager will document the risks which he think can potentially occur in the project. Once the Risks are identified, then the risks will be reviewed with the whole team. Risk identification meetings include the project manager, scrum master, project sponsor and the required business team members who are required to be present in the review. Each of the risks will be identified by following an order from business and IT perspective.

Risks are identified by using the below methods:

SWOT Analysis: This technique is used to know the strengths, weaknesses, opportunities and threats. By identifying the above, some weaknesses can be termed as risks which can be considered as short term risks and long term risks.

Brainstorming technique: This technique can be used by everyone in the team to meet regularly and discuss about the aspects involved in the project. Through the regular meetings, the team members can identify the risks involved.

Previous documentation: Project managers and the team can go through the project documentation and can find out some potential risks which are involved. This will be helpful to know the risks before hand and to be prepared. By knowing the risks before, Risk mitigation steps can be designed in advance.

Interview with SME: SME can be interviewed and the project questions can be asked to them. This will help to reduce the risks associated with the project.

Quality control during project cycle: Continuous user testing will produce multiple versions of UX which helps in reducing the risks.

Root cause analysis: This method is the best method for risk identification as it deals with the in depth analysis of the problem and by brainstorming the solutions to the root cause the risks can be identified.

In this project, the risks are identified and then will be analyzed into three categories like high, medium and low based on the probability of its occurrence. Risk analysis provides the ability to understand the risk in a broader way and to prioritize the risk events. The project manager and team can properly address each risk once they are prioritized. The risks are further classified into qualitative and quantitative.

In this project, the risks will be identified and managed that will impact the project. By knowing the risks before hand, the project manager can implement the risk mitigation measures. The project manager and project team will come to terms knowing the standards and the definitions through out the project.

The qualitative Risk Analysis also includes the results communications to the management and the risk managers. Project Managers should conduct weekly meetings to check how much they are following the risk mitigation measures.

Risk Probability

The risk assessment must be done in terms of probability. Probability is the course of the event happening which might or might not. The methods for quality measurement are high, medium and low for each risk.

High Risk – Risks which are very likely to occur and these risks have the probability of 0.7 to 1.0

Medium Risk – Risks which are not very likely to occur and these risks have the probability of 0.4 to 0.6.

Low Risk- Risks which have less probability to occur and these risks have the score of 0.1 to 0.3.

A quantitative risk analysis is an optional technique to establish project risks and their outcomes. It provides further breakdown of the highest priority risks by allocating a numerical or quantitative rating. This advance technique is used to acquire a probabilistic analysis of the project. It generally takes more time and is used in complex projects which are prone to extreme risk conditions due to uncertainty in decision making. Overall, it supports in budding adequate project contingency reserves for risks that may arise with severe impressions. They are beneficial in delivering realistic costs, schedule or scope targets in a project. Quantitative risk analysis itself means to enumerate the risk acquaintance for the project i.e. to establish the size of budget and schedule contingency that may be necessary.

The tools which we will use to quantify risk analysis are:

1. Expected Monetary Value

2. Decision Tree Analysis

The project will use 4 different methods to deal with risk. These are called the risk responses. The approach depends on the type of the risk. The project will use four methods identified in developing the new operating model to deal with the risk. The implementation of the approach shall rely on the precise probability and event estimate being evaluated concurrently. In several instances, multiple approaches can be used to decrease effect and likelihood against a single risk.

The following table summarizes the strategies to be used along with a short explanation of their intent and anticipated result of the reaction behavior.

Risk Monitoring Plan must be identified for the project by following the below methods:

1) Analyzing risk trend- By analyzing the Project performance over a duration of the project that studies the trend of cost, schedule and scope variances from baselines. Then teams try to forecast whether there is a risk that is going to be bad in the future or not. If there is a trend that indicates negative possibilities occurring, then preventative actions are put into action and into place.

2) Performance analysis- Comparing project performance against planned performance requires a deep analysis. If you do not reach your milestone there may be risks that are not addressed and have been unseen. This requires more evaluation and to address the problems for other milestones along the project pathway.

3) Auditing for risks- When risk is examined to see how to manage, analyze and correct the risks in a timely and preventative manner. Part of auditing for risks includes regularly doing reassessments to correct anything before it goes wrong.

4) Reassessing project risks- When projects move forward there are some risks that are not relevant. Probability and priorities need to be reassessed because risk change throughout the duration of the project. Risk registers are made when risks are identified and must be checked regularly throughout the project.

The project risk registry is designed to track risks early in the development phase which must stay ongoing and iterative across the lifecycle of creating a new business model for the organization. The goal is to specifically define uncertainty and explain the uncertainty. Risk and potential are linked to an incident or circumstance in which it can arise. In addition, risk descriptions must be unambiguous, reference a risk category and relate to an objective of at least one company. The level of detail in the description of the risk must make clear the structure of the company, its team and the individual responsible for managing it. These steps should be followed sequentially by the process of breaking down a risk into meta-data: describing the event or cause, listing possible outcomes, explaining the uncertainty associated with each outcome, and describing effect of each possible outcome.