Needs Assestment

Needs Assessment

Walgreens

Walgreens strives for excellent customer service and the utmost pharmaceutical technology and care. Walgreens is and always has been committed to serving customers better even through economic difficult times. Founded in 1901, Walgreens continues to be among the fastest growing retail pharmacies in the country.

Our Vision

To be "My Walgreens" for everyone in America--the first choice in health and daily living ... owning the strategic territory of "well."

Our Mission

To be the most trusted, convenient multichannel provider and advisor of innovative pharmacy, health and wellness solutions, and consumer goods and services in communities across America. A destination where health and happiness come together to help people get well, stay well and live well.

Our Values

Based on the principles upon which Walgreens was founded more than a century ago:

Honesty, trust, and integrity with our customers, our shareholders, suppliers, the communities we serve, and among ourselves.

Quality through consistent and reliable service, advice, and products across every touchpoint and channel.

Caring, compassionate and driven to delivering a great customer and patient experience through outstanding service and a desire for healthy outcomes.

A strong community commitment and presence built through service, expertise, and the personal engagement of every Walgreen team member (Mission Statement).

While Walgreens seems to excel in their customer service area, there still lies one problem: their employees. Walgreens seems so insistent on making lives better and more convenient for their customers that they seem to have lost their idea of how to treat employees. With Walgreen's employees' turn-over rate at an all-time high, something needs to be done. Training needs to be applied immediately.

Organizational Analysis

As mentioned above, Walgreens mission is to provide excellent expert care and innovative solutions in pharmacy and health care to help customers achieve and remain good health (Mission Statement). In order to effectively execute this mission, employees must become a priority. A new policy needs to be enforced regarding better benefits for Walgreens employees overall such as health benefits, 401K, tuition reimbursement, etc. Training needs to be implemented upon not only managers and trainers but those that are in higher positions, such as Human Resources. It's necessary to take place throughout the "totem pole" to ensure this training effectively implements. Employee knowledge about Walgreens products and pharmacy in general, attention to detail to prevent errors, employee enthusiasm, and the skills and personality to deliver exceptional customer service is key. Offering options such as matching 401K, health insurance option for those that are only part-time, and a stock option plan for all employees, to make it seem like they're partners with the company, as opposed to just working for it. Motivating and rewarding employees is key to making Walgreens a place people want to work, therefore, decreasing the turn-over rate.

There are many pressure points that point to training as a resolution, including performance problems and lack of basic skills. The basis of the training will be toward upper-level and mid-level managers, as well as trainers, pharmacists, and pharmacy managers. Because the company's strategic direction is to aim for the health and quality of life for customers, employees require the knowledge and training necessary to carry this out. A questionnaire will relay information on whether or not training is absolutely necessary (Questionnaire attached).

Person Analysis

A person analysis now needs to be done. Since there is already an established amount of employees, interviews will be used to measure person characteristics, input, output, consequences, and feedback. Once the interviews have been concluded, recurring trends are provided and show exactly what needs to have an emphasis on during training. These interviews will be a paid event to any/all employees who are a part of it, feedback at the end to support any opposing thoughts, and rewards for those who participated.

After completion, Walgreens has decided that all employees require the necessary training due to the nature of what's being taught/learned. Training will be done throughout the year, consistently, in small groups by region. The CEO/owner of the company will ensure that all of the upper-level managers are taught the correct material, who then teaches the mid-level managers, who in turn teach the trainers. Once the trainers