CVS/pharmacy
Problem Statement / Organizational Need
CVS/pharmacy is a leading retail health care provider and the largest
drugstore chain in the country, operating over 5,300 stores
throughout the nation. CVS has been limited in their ability to
promote entry-level staff into higher-level positions such as
Assistant Manager, Store Manager, and Pharmacy Technician. In
the Greater Boston region, this has been mainly due to 1) their
employees’ limited proficiency in math and English, which is
critical to the individuals' ability to train for, and perform
supervisory/management jobs, and to qualify for college programs
including pharmacy training; and 2) a limited understanding of
the importance of customer service, which weakens their ability
to provide good service and be competitive.
Solution
WorkSource Partners led the design, implementation and
management of a Retail Career Development Program in partnership
with Benjamin Franklin Institute of Technology, Jewish
Vocational Service and the National Retail Federation
Foundation. By launching an aggressive new and innovative
approach to“promoting from within” training, CVS is cultivating
the talent of their entry-level workers, and providing excellent
service to their customers – a strategic imperative.
The two-year pilot program involved 4 districts and had three
primary goals:
- To enhance the ability of front-line employees to provide
excellent customer service;
- To improve the math and English skills of frontline employees,
preparing them to enter college programs such as Pharmacy
Technician; and,
- To prepare employees to advance towards higher-level positions
in management and pharmacy.
Outcomes
- 29% improvement in job performance of participating
employees and improved proficiency in three core academic
areas of need
- Increased retention – 83.3% of graduates still employed,
30% have been promoted
- 11.5% improvement in employee engagement levels
- Graduates report feeling more confident in their ability
to read and understand written materials, as well as their
ability to quickly perform basic math operations like
percentages
- Managers report seeing more confidence in their
participating employees, increased engagement levels, and
improved customer service skills