Hi Teddy. The problem and involves more than one area. Rarely in an true organization does a problem in one department not affect another.
The professor asked to uncover the root problem, causes. The professor in fact repeats this several times in the instructions, well the root problem is three fold.
How can CVS OD team, specifically HR restructure or reposition itself to address these areas of concern with order fulfillment and customer satisfaction?"
Solution involves various departments within the organization structure, namely 1)Technology 2Hiring --HR 3Training --HR. That is why an OD Team is needed to resolve it. Your role is representing the HR managerial department.
Better processes via technology will allow for better order processing, employees that are hired and trained on these processes will better be able to respond to customer complaints and fulfill orders. This will improve the organization level of customer satisfaction with less complaints and a faster, more nimble order transaction process.
The root problem is systems filling prescriptions need to be updated for better transaction processing along with better trained staff.
I can remove the technology part of the organization structure though we would then have to rethink the TCO we are using....?