Case Study: RightSource improves prescription fill efficiency with Minitab

Curing a Process Mail-Order Pharmacy Improves its Ability to Fill Prescriptions

RightSource, the mail-order division of Humana Pharmacy Solutions, ran into major prescription-filling delays after implementing a new Pharmacy Management System (PMS). To get to the root of the problem, the company turned to Minitab and Lean Six Sigma to analyze overflowing workflow queues, especially in the exceptions path where prescriptions required provider, member, or payer intervention.

Using Minitab’s Pareto charts, boxplots, hypothesis tests, and ANOVA, RightSource identified key bottlenecks such as provider outreach delays, incorrect address entry, wrong transfer reasons, and non-value-added steps. The team then retrained associates, reduced unnecessary process steps, and improved outreach timing, resulting in more than a 40% reduction in 10+ day WIP inventory, a 20% increase in productivity, a 2% improvement in provider response, and a 32% cut in labor costs, with Minitab helping sustain the gains through dashboards and control plans.

RightSource