1G

Team Members:
Alyssa Fox
Courtney Imlay
Jalen McCoy
Javon Jefferson
Matt OLeary

RICS Rx is a new pharmacy POS software and inventory management software that is unique
for its simple user interface and complex of data analysis capabilities.

Table of Contents

Sales Forecast...1
Product Analysis......1
Product Design: Service Package....3
Product Design: Detailed Functional Design (House of Quality)...4
Service Blueprint.....7
Service Encounter....8
Functional Specifications...10
Appendix....26
Reference Page...28

M371 Deliverable 2
Sales Forecast
RICS Rx incremental revenue will be approximately $275,000 for year 1. RICS Rx
incremental revenue will increase by 50% in year 2 which will be approximately $412,500. RICS
Rx incremental revenue will increase by 50% from year 2 to year 3 to approximately $618,750.
RICS Rx will be offered to pharmacies for a one-time fee of $7,500 along with ten cents per
insurance claim. Pharmacies will also have to pay a $199 monthly fee for complete customer
service from RICS Rx. The worst likely incremental revenue in year 1 is $103,347. The best
likely incremental revenue in year 1 is $551,184 (see Appendix for all calculations).
In speaking with several independent pharmacy owners in the state of Indiana, some are
not currently satisfied with their current point of sale system and they are willing to switch to a
new software service. This data enforces the thought that RICS can infiltrate the independent
pharmacies in Indiana.5
Product Analysis
The new product proposal for RICS will modify the current product mix by creating a
new product line called RICS Rx. RICS Rx is going to be an upgraded software catered to the
Pharmacy Industry. This new product line will be considered a specialty product because
customers will need to expend considerable effort to search for the best suppliers. A POS system
for pharmacies is a vital part of the customers business. The new product line will show a
shallow depth because there will only be one POS option. The breadth of RICS will stay narrow
because of the companys small amount of product lines.
Our persona, Jerry Walker, is the owner of two individual pharmaceutical locations. The
product line will need to address Jerrys preferences and requirements. The most important
aspect of the RICS Rx Software for Jerry includes his data being imported from his previous
software to the new RICS Software. Pharmacies need to keep track of customer information for
HIPAA reasons and also be able to monitor patients usage of previous medications. Jerry
requires that the RICS Rx is compatible with mobile devices. He will need this software to
monitor, order, and track inventory and sales while he is away from his stores. It is also a
necessity of Jerrys to have the RICS Rx Software be able to separate data and information

between the two locations. He will want to use this separate information for each store to prepare
comparisons on the store sales, return on investment, and inventory. Due to Jerrys current age of
45, he will need a software system that does not require an individual to be technologically
advanced. It must be a software that is teachable and easy to remember. He will require a large
amount of training for the preparation and usage of reports.
RICS will need to put in place a specific pharmacy committee to assist the RICS Rx
customers. These employees will be responsible for customer service regarding the new
pharmacy product line. The new product proposal includes two new employees who will work
directly with RICS Rx, and this number will increase as demand increases.
POS companies in the pharmaceutical market are currently at the beginning of the
maturity stage in the product life cycle. These companies are in the maturity stage because there
are many companies currently in the market. The pharmacy business has increased its use of
electronic prescriptions, except for compound drugs and controlled substances. In order for small
pharmacies to maintain business, they must become compatible with Electronic Data Interchange
(EDI) to receive electronic prescriptions. Another reason the POS companies are located in the
maturity stage of the product life cycle is because there are similar products with only small
variations.
RICS Rx will use the pricing strategy of price penetration. The company will have to
offer low but profitable prices to gain market share. This is due to RICS' low amount of
experience in the pharmacy industry. Promotion will be a key in the success of this new product
line. RICS Rx will focus on selective demand, which will involve the focus of benefits on the
brand itself. RICS excels on importing data from new customers with different software into
their own system compared to its competitors in its current industry. RICS will also continue to
provide excellent customer service to continuously build its brand. The current plan in place for
RICS Rx involves a brand extension by adding a new software line. It also includes brand
repositioning which is the promotion of current products to a new target market.
Packaging for RICS will be the customer service provided and the professional
atmosphere experienced by the customer. If the customer chooses to purchase the full service,
they will be able to access a 24 hour help desk with questions or concerns. The RICS Rx
software will provide a sense of professionalism in the pharmaceutical locations. Customers will
be able to use the software in an easy way and be happy with their overall service experience.

Labeling that will be included by RICS Software will be a user manual, warnings, and
contact information. The user manual will be provided both by a physical copy and an online
copy on the software itself. This will assist pharmacys small problems that will help in
alleviating the need of the 24-hour help desk. The contact information will include the phone
number and email of a direct contact of RICS that will be available 24 hours a day for help.
RICS Rx will position itself as a company that puts an emphasis on training, data, quality,
approachability, and size. The persona, Jerry Walker, will benefit from these service elements
due to his importance of reliability, software timeliness, and its compatibility. RICS Rx will be
superior to its competitors by realizing its customers needs and exceeding their expectations.
The value proposition of RICS is the consistent quality of customer service that it provides to its
customers. RICS allows its customers a 24-hour help desk that is a great asset to the service.

P371 Deliverable 2
Product Design
Service Package
The service package of a product includes a collection of the supporting facility, extrinsic
services, and intrinsic services that make it unique. The supporting facilities of RICS Rx will be
two small pharmacies in Indiana owned by Jerry Walker. The pharmacies will be spread out in
the Indianapolis area, one on the East side and the other on the West side. The extrinsic services,
which are the physical observances of the service, will include inventory, data storage, POS
software, user-friendly capability, quick response time, and an onboarding capability. Jerry will
be able to fully understand and learn the software, which will directly relate to the overall quality
of service provided to his immediate customers. The intrinsic services, or psychological benefits,
include the softwares confidentiality and the efficiency and accuracy of inventory
measurements. Jerry will be able to fully trust the system when he scans inventory into his
pharmacy. He will not need to be concerned with an error occurring through the software.

Detailed Functional Design: QFD Analysis

Quality function deployment (QFD) assists companies in the design stage by accepting
customer preferences. QFD then uses the House of Quality to represent the comparison between
customer expectations with the companys product. This matrix involves the ranking of customer
expectations from highest to lowest importance.
The customers expectations and requirements of RICS Software include three levels:
primary, secondary, and tertiary. Primary expectations include reliability, timeliness, and
compatibility. These three expectations are in the primary category because RICS needs these to
be a focal point in order to provide a successful service to customers. Secondary expectations
include up-to-date inventory, company reactiveness, and evolving software updates. The
secondary expectations include the immediate requirements of the primary expectations of RICS.
Tertiary expectations include a mobile device scanner, user-friendly capability, and compatibility
with Macintosh systems. Tertiary expectations are retrieved from the immediate requirements of
the secondary expectations. These expectations are then compared to the service elements and

technical characteristics include training, data, quality, approachability, and size. The following
analysis includes both the technical characteristics and the service elements in relation to our
physical and intangible service product of RICS Rx.
Reliability is a primary customer expectation and requirement regarding the use of RICS.
This expectation will be fulfilled through the service elements including data, quality, and
approachability. Data will be an important aspect of reliability because RICS relies on the
software to be a reliable source of data storage and accessibility. Quality relates to reliability
because the quality of the software has a direct impact on the accuracy of performance.
Approachability is important for the reliability of customer expectations because the software
will function in a superior way when RICS is helping current customers.
Timeliness is another primary expectation that will be accomplished through the service
elements of training and quality. Training will be a key aspect of the timeliness of RICS. Basic
training and an understanding of the software services will be vital in avoiding problems in the
future. The quality of the service provided by the software affects the timeliness of its
performance. RICS must provide a product that performs at its best without any glitches.
Compatibility is the final primary customer expectation that will be fulfilled through the
software elements of data, quality, and size. Our persona, Jerry Walker, will require his data to
be compatible at both of his store locations through the use of RICS Software. Quality of the
software will be important to the overall compatibility because it will provide an organized view
for each of the stores information. Size of the software service will allow Jerry Walker to
accommodate both locations no matter the location or magnitude.
Up-to-date inventory is the first secondary expectation that is accomplished with the
service elements of data, quality, and size. Data will help keep up-to-date inventory because it
will immediately be updated when a product is scanned. For example, Jerry will immediately
know his current inventory of a certain product at any point of time. Quality of the up-to-date
inventory will be vital when discussing the importance of Jerrys inventory. He must be able to
supply his customers with the products he has promised them.
Company reactiveness is a secondary expectation that is fulfilled through the service
elements of quality and approachability. This customer expectation can be accomplished in a
situation in which a customer contacts RICS for assistance with the software. The quality of this
service element will then be decided by the way RICS is able to solve the current problem. This

result will influence this company to then reach out to RICS at another time in the future. RICS
will become more approachable as a company once their customers directly benefit from their
assistance.
Evolving software updates is the final secondary expectation that is fulfilled through the
service elements of training, data, and size. Training for RICS Software will be essential the ever
evolving world of software. They must provide up-to-date training when changes are made to
their product. When thinking of Jerry Walker, his employees will need this training to
continually perform to RICS demand. Data will be an important aspect to the customer when
there is going to be an evolving software update. The new software should not affect the storage
of data previously stored in the RICS Software. Evolving software with RICS and its relationship
with the size of the service have a direct impact. As the software expands and develops, the size
and magnitude of the data will have the capability of fulfilling the request.
Mobile device scanner is the first tertiary customer expectation that is fulfilled through
the software elements of training, data, and size. Training will be essential to the implementation
of the mobile device scanner. Our persona, Jerry, has had no experience with this technology and
will require direct training. Data will be stored in the cloud when the mobile device scanner is
being used. The mobile device scanner must be able to hold enough information to comfortably
fit all data available to RICS.
User-friendly software is a tertiary customer expectation that will be fulfilled through the
software elements of training, quality, and approachability. User-friendly software involves the
complete understanding of employees of the software. This will then lead to the ability of these
employees to assist customers who will operate with the software itself. The quality of this userfriendly software will influence customers and employees to better understand the product.
Compatibility with Macintosh is the final tertiary customer expectation that will be
fulfilled through the software elements of data and size. Data will need to be compatible with all
kinds of software, especially Macintosh, which is used primarily by Jerry Walker. The size of the
software element deals directly with the storage available to the Macintosh.
The House of Quality matrix involves a weighted score that ranks the importance of
customer expectations in relation to service elements. The results of this matrix included the top
three weighted scores of quality, data, and size respectively. Quality (256), data (187), and size
(184) are important aspects that are consistently shown by RICS Software.

Another aspect of the House of Quality matrix includes the Improvement Difficulty
Rank from 1-5. The top three weighted scores as discussed in the previous paragraph include
quality, data, and size. These aspects are the top three most difficult to improve at RICS
Software. There is a much higher possibility of RICS Software in improving both training and
approachability.
The roof of the House of Quality consists of the relationships between the service
elements and the technical characteristics. In the analysis of the service elements the strongest
relationships include training & quality and data & size. The medium relationship involves data
& quality, training & quality, and quality & approachability. The weakest relationships between
the service elements include training & data and quality & size.
This House of Quality matrix was developed to fit the needs and wants of Jerry Walker
compared to the service elements of RICS Rx. Jerrys primary, secondary, and tertiary
expectations will be met through the five service elements of training, data, quality,
approachability, and size. Jerrys most important aspect of his software includes its quality, as
shown by the highest weighted score of 256. Overall, this matrix has provided a detailed image
of Jerrys exact desires and needs of his ultimate software.

Detailed Functional Design: Service Blueprint

See Functional Specifications 2, 3, and 4 on page 10 for further details on the point of sale and
main software service blueprints.

Supporting Services
The Service Encounter
The service encounter between RICS and pharmaceutical owner Dr. Jerry Walker will be
an integral part of how high the customer satisfaction level will be, while simultaneously
building RICS' brand. The first thing that will occur in this service encounter is that RICS will

call Jerry to attempt to sell the Rx system. Jerry is the perfect representative of the target market,
as RICS believes that they will be able to make his operations run more effectively and
efficiently. One thing that RICS needs to take into consideration is that Dr. Walker is an
economizing customer who looks to maximize value for the time, effort, and money spent on his
purchases. This is important for the company to know because they can then focus on portraying
their value as the main selling point. RICS will set up a face-to-face meeting with Jerry, where a
sales pitch will occur.
Once the meeting begins, the associate will explain the value and benefits the RICS Rx
software could bring to Walker Pharmaceuticals. After this, they will talk about the different
pricing options available to purchase. RICS will be sure to emphasize the price option that they
want most all of their potential customers to buy (the 24/7 support with no onboarding), and
Jerry will pick the option that sounds like the best deal to him. Since the full-service option will
sound and be the most valuable option, this is the one that will be chosen and both Jerry and
RICS will be happy with this outcome.
One thing important to note is that Dr. Walker will be open to what RICS has to offer
because his current system is not efficient enough and doesnt satisfy his needs. He will soon
recognize that by buying the RICS Rx software, he would greatly benefit from the mobile
capabilities, the various reports available, and the more accurate inventory management system.
Jerry will then purchase the Rx system by charging it to the Walker Pharmaceuticals
company on credit. When paid for, a RICS associate will visit his locations at the specified time
given to him. One important thing to realize for the software company is that Jerry will be
expecting this encounter to go as fast as possible because he has other priorities to take care of.
In the customer's view, the associate will come in and he will be able to install the system in a
short amount of time, while also being able to teach him how to operate it rather quickly. The
RICS associate will want to be as fast as possible and be as pleasant as possible.
Keeping this in mind, he will not be late, as he knows his customer is a busy person.
When he arrives, he will then download the system from RICS cloud onto the Walker
Pharmaceuticals computers and install the system for Dr. Walker. Then he will give Jerry a quick
run-through on how to use the system properly and efficiently, and then import the pharmacys
data into the RICS Rx software for him. Along with this, Jerry will create a user ID and
password in order to ensure confidentiality and a personal identity within RICS' internal controls.

During this visit, the associate will also give the doctor a complimentary UPC scanner that easily
scans inventory and allows him to download the data quickly, and a detailed, easy to read
instruction manual that illustrates the ins and outs of the RICS Rx system.
Depending on which option Jerry chooses, he will get either full 24/7 support, or 8am5pm Monday through Friday support. If problems occur, Jerry will call the service hotline and
describe what his issue is with the system. The RICS associates will try to solve his problem over
the phone, but if necessary the associate will visit his location and solve the issue there. Dr.
Walker will want the issue to be easily solved, and will want to avoid having the associate come
in and slow down his operations.
This software will affect the encounter between Jerry and his customers because he and
his staff will be more efficient and less confused, which will make the encounter more pleasant.
Also, with the extra information provided by the new software, the employees will be more
informed and prepared in their encounter with the customers.

Functional Specifications
2. Overall Description
2.1 Product Perspective
RICS Rx is a point of sale system designed specifically for pharmaceutical use. This
software is an efficient and effective inventory management system that has the capacity to run
reports, keep track of inventory, and complete the purchase encounter.
2.2 Operating Environment
One key difference between the Rx software and RICS other software programs is that
the software can work on Macintosh and Windows applications. In addition to this, the Rx
software can work on iOS 8 and above (mobile). Since this product does not rely on new-age
graphics or anything of the like, no hardware that is anything more than a simple computer is
needed. The one thing that will be needed by the customer regarding this software is memory
space, as space on the computer is needed for RICS Rx.
2.3 Design and Implementation Constraints
Since this software works on Macintosh, Windows, and iOS systems, there are no design
constraints. As for implementation, there are a couple of restraints. One restraint is that the
customer will have to take the time to read the manual in order to master the product. This could

10

cause issues regarding customer satisfaction, because if the customer does not read the manual
then he/she will not get the full usage and benefits out of RICS Rx. To counteract this possibility,
the manual will be constructed in such a way that makes the directions and usage of RICS Rx as
simple as possible.
2.4 User Documentation
Like most all point of sale software programs, simplicity for the user is a key component
in the creation of RICS Rx. While a manual should be read to master all of the program's
features, any customer who has any experience in using point of sale software systems should be
able to properly use the product without any directions. In addition to this, a RICS Rx hotline
representative will be available to help with any issues that arise while the system is being used.
Depending on the package that the customer purchases, this representative will either be
available Monday through Friday from 8am to 5pm, or twenty-four hours a day seven days a
week.
2.5 Dependencies
The RICS Rx system depends on the customer having either Macintosh, Windows, or
iOS software programs. This means that Android phone users and users without smartphones
will not be able to access the product on their phones through the mobile capabilities that RICS
boasts. There are also hardware dependencies, although minor, including having a fully
functioning computer with a fully functioning keyboard, mouse, monitor, and Internet
connection.
Another dependency is having readable UPC codes on the pharmaceutical products
shipped into the customer's stores. If the people that put the labels on these products do not put
them on correctly or well enough, getting the product code from the UPC scanner will not work.
This will make the inventory part of RICS Rx unusable. One final dependency that the RICS Rx
software has is the overarching issue of having to have a competent user. The user of RICS Rx
software must be able to read, comprehend, and apply what they have read from the given
manual, and must be able to successfully learn the basics on how to use a computer and enter
information.
3. System Features
RICS Rx features will be divided into two main categories: point-of-sale and the main
software. These categories are intricate processes for retail pharmacies. There will be additional

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features within each category. As customer service is a large part of RICS branding, being able
to respond to customers requests to update or change the system will be extremely important.
Point-of-Sale
3.1 Software Implementation and Onboarding
When the software is installed for the first time, RICS Rx will have an employee come
and assist with the onboarding. After all of the installation process is completed, each customer
employee will have to be given a USER ID and password in order to use the software. It is useful
to do this because each employee can be distinguished based on what they sold. This will ensure
confidentiality within the system and also help the store with internal controls.
3.1.1 Stimulus/Response Sequences
Step 1: Employee installs software to designated computers
Step 2: The user is issued a USER ID and Password
Step 3: The USER ID and Password is stored in the database to recognize employee
Step 4: Registration is completed and user is taken to checkout home screen
3.1.2 User Requirements
Valid USER ID and Password
The user cannot access POS system unless a valid USER ID and password is entered. If
password is entered incorrect, the user will not be granted access unless the authorized
supervisor changes the password.
3.1.3 System Requirements
Secure POS System
The software must insure that the system is updated and each transaction will be recorded
properly.
3.2 Home Screen/ Checkout Screen
The home screen will the main screen before someone logs in to the POS system. It will
be on this screen where users will be able to enter their USER ID and Password into the system.
The checkout screen will be the main screen of the system after the user has logged in
successfully. The checkout screen will be used to scan prescriptions, and will also have
additional features such as payment, price overrides, returns, and loyalty cards. In order for the
checkout process to begin, a register should be inserted.
3.2.1 Stimulus/Response Sequences: Checkout Usage

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Step 1: The user enters his/her USER ID and Password

Step 2: If USER ID and Password is accepted, the user will be directed to the checkout screen
Step 3: If USER ID and Password is rejected, the user will receive a notification that it is
incorrect. These users cannot access the system.
Step 4: A register is inserted, and the checkout screen is now accessible.
3.2.2 User Requirements
Valid USER ID and Password
The user must be able to provide a valid USER ID and password in order to move on to
the checkout screen.
3.2.3 System Requirements
The system must be able to grant access to checkout screen if correct USER ID and
password is entered, and deny access if correct USER ID and password is entered. If incorrect,
the user must receive a notification. The system must not allow the checkout screen to be
accessed unless a register is inserted. If it is not inserted, the user will be prompted.
3.3 Scanning Prescription/Payment
The scanning process will begin from the checkout screen. The user will grab a
prescription from the bin. The prescription will have a label that will have a UPC code. If there is
a consultation that is needed from the pharmacist, the system will alert the technician. After
consultation with pharmacist, the technician will then be able to finish the checkout process.
3.3.1 Stimulus/Response Sequences: Scanning Prescription/Payment
Step 1: The user will grab the prescription from the respective bin.
Step 2: The user will verify that it is the correct patient by asking for address or date of birth.
Step 3: When verified, the user will then scan the prescription.
Step 4: If there is an issue with the pricing of a prescription, the user will use the price override
function to change the price.
Step 4: The user will ask if the patient has a loyalty card.
Step 5: The user will select the payment tab on the home screen.
Step 6: The user will accept the form of payment from the customer via cash, check, or
credit/debit card.
3.3.2 User Requirements

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The user must be able to access the correct prescription from its respective bin. When the
prescription is found, the user must verify the address or date of birth of the patient for internal
control purposes.
3.3.3 System Requirements
The system must have a register inserted. The scanner must be able to scan the UPC code
on the prescription label. If there is a consultation that is needed from the pharmacist before a
prescription is sold, the system must be able to alert the technician. When there is an issue with
the cost of a prescription, the user must be able to change the price. Also, the system must be
able to accept all forms of payment.
3.4 Prescription Returns
On the checkout screen, the page will feature a button that says return. If there is an
error with the prescription or the way that it was sold, the customer will be able to return it to the
pharmacy. If there was an error and the customer received the wrong prescription, the medicine
that was received cannot go back into the regular inventory.
3.4.1 Stimulus/Response Sequences
Step 1: The user selects the return button on the checkout screen.
Step 2: The user will scan the prescription that is wanting to be returned by the customer.
Step 3: The user will then be directed back to the checkout screen.
Step 4: The customer will be rung up for the correct prescription, or given their money back.
3.4.2 User Requirements
The user must communicate with the pharmacy manager to ensure that a prescription
return is acceptable for each instance. If the patient is given the wrong prescription the employee
who made the error will be written up to comply with the company guidelines.
3.4.3 System Requirements
The system will have to be able to comply with prescription returns.
Main Software
3.5 User Registration and Welcome
The software is online software so it can be downloaded onto any Windows or Macintosh
computer. One of the RICS Rx employees will come in when the software is launched. The
pharmacies have more than likely been shown software demos throughout the entire process of
purchasing RICS Rx, but a quick training session will be given.

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3.5.1 Stimulus/Response Sequences

Step 1: The user downloads the software onto the computers he/she wants access from.
Step 2: A RICS Rx employee visits the pharmacy to make sure that the pharmacy is successfully
downloaded.
Step 3: The RICS Rx employee will give a quick training session with the users of the system.
Step 4: The user will log into the system to access the features screen.
3.5.2 Software Requirements
The software must be able to properly download on the computer that the user wishes.
The software must be compatible with the point-of-sale software to have the same User ID and
Password for both interfaces.
3.6 Features Screen
The features screen will be the homepage for the main software. All of the features within
the main software can be accessed through this screen. These features include buttons where you
can easily go to the work queue, patient information, shot recording, inventory, and sales. The
features screen will be pop up immediately after the user enters their information to access the
software. Also on the feature screen it will show the number of prescriptions that need to be
filled, entered, verified, and rejected for convenience of the user.
3.7 Work Queue
An extremely important part of the pharmacy software is the work queue. The work
queue will be used to identify: prescriptions that need to be entered, prescriptions that need to be
filled, prescriptions that need to be verified, prescriptions that are ready to be picked up, and
prescriptions that have third party rejections. The work queue will provide a search box that has
a drop down box to filter it included. The drop down box will have options such as prescription
status, drug name, patient name, price, and types of rejections to help the user determine the
information they want to see. Once the user adds the information they want to see a separate
page will pop up. This page will have columns and rows similar to an excel spreadsheet. The
columns will include the patients name, drug name, cost, insurance, and status of prescription.
Also in the work queue, you will be able to scan in hand written prescriptions and then enter
them into the system.
3.7.1 Stimulus/Response Sequences
Step 1: Click on the Work Queue button on the feature screen to pull up the work queue.

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Step 2: Enter the information that you want to see in the search and drop down boxes
Step 3: The information will then pop up in a separate page for viewing.
3.7.2 User Requirements
The user must be able to know how to properly filter the work queue in order to access
the correct information they are looking for.
3.7.3 Software Requirements
The software must have a functional search and drop down box that will process
information at a fast pace.
3.8 Patient Information
Another aspect of the pharmacy software will be the patient information. This will be an
expansion of the current RICS software. However, the current RICS software already has many
aspects that RICS Rx will need such as a profile for each patient. There does need to be some
new information inputted. The patient profile will need to have the patients address, date of birth,
phone number, insurance, health conditions, allergy conditions, comments box, diagnosis codes
if viable, and a continuing record of prescriptions.
3.8.1 Stimulus/Response Sequences
Step 1: Click on the Patient Information button on the features screen.
Step 2: If a patient is new, receive all information and input it into the patients profile.
Step 3: Save all information into the patients profile.
3.8.2 Software Requirements
The software must be able to store a large amount of patient information for at least three
years for the pharmacy to refer too. It is important to have the patient information secure and
available at all times.
3.9 Electronic Prescriptions
Doctors are sending a large amount of prescriptions electronically in the pharmaceutical
industry. In order for the pharmacy to be able to receive electronic prescriptions, they must be
authorized to use Surescripts. Surescripts is a private, secure, and closed network. It is used so
the patients information is not sent through the internet.4
3.9.1 Stimulus/Response Sequences
Step 1: If an electronic prescription is received, it is immediately sent to prescriptions to be
entered in the work queue.

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Step 2: The user pulls up the work queue and accesses the prescription.
Step 3: The user enters the prescription into the system to be verified.
3.9.2 User Requirements
The user must be able to know where to look to see if electronic prescriptions have been
received in order for them to be entered, and also how to enter them.
3.9.3 Software Requirements
The software must be compatible with Surescripts. If the software is not compatible with
Surescripts, the pharmacy will not be able to receive electronic prescriptions.
3.10 Insurance/Billing
The insurance/billing area will be one of the more important areas of the software
because it will bring in most of the revenue. In order to begin billing, the pharmacy and software
must sign up to bill with an NCPDP. The NCPDP will give the respective pharmacy a unique
number that will identify it for billing purposes. Once the prescription is entered into the system,
the prescription will be sent off to a third party billing system that each insurance uses. If the
claim is rejected, the software will send back an error message as to why it was rejected. Many
times a prescription will require a prior authorization. In this circumstance, the doctor who
prescribed the medication will have to talk to the insurance company about why he/she
prescribed the medication before they will cover it. 1
3.10.1 User Requirements
The user will have to know what all of the rejections are from the insurance. There are
multiple rejections that can occur, and the user must know the measures to be taken to get the
claims paid for. Each pharmacy will have to have an NCPDP number in order to be able to bill to
insurance companies.
3.10.2 System Requirements
The system has to be compatible with third party billing agencies. Also, the software
must be an electronic data interchange (EDI) software to be able to process claims electronically.
3.11. Inventory
The inventory is an essential part of the pharmacy management process. Management
will want to have a clear idea about inventory at all times. There will continuous customer
service from RICS Rx to help management set up reports in the system to track various parts of
inventory. The inventory will automatically be updated from a scanner that will integrate the

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inventory that is received into the system. In addition, the inventory reports will let the user track
how much quantity the pharmacy has of each drug, along with a report of how much of the drug
has been sold at a certain period of time.
3.11.1 User Requirements
The user will play a large part in the inventory process. He/she must know how to access the
inventory information and reports that the software offers.
3.11.2 System Requirements
The system must be user friendly. It should be easily comprehensive while being able to
provide an extensive amount of report options at the users disposal. RICS Rxs is going to
position itself as user-friendly software, so it must be easy to use.
3.12 Ordering
The ordering process with pharmacies usually involves a pharmacy benefit management
company. These companies act as middlemen in the pharmaceutical industry, acting as a third
party administrator of prescription drugs. RICS Rx will not have any part in the ordering process,
but it could have a link that has easy access to the pharmacy benefit management (PBM) portal.
3.12.1 Stimulus/ Response Sequences
Step 1: The user clicks on the inventory button on the checkout screen.
Step 2: Once the inventory page pops up, the user will select the ordering tab.
Step 3: The tab will bring up the pharmacys pharmacy benefit management company.
Step 4: When an order is received, the user will scan the UPC code and the inventory will be
imported into the system.
3.12.2 User Requirements
The user will need to have a pharmacy benefit management company to order their
prescription drugs from. The user will also need to verify the orders that it receives for exact
inventory counts. If the user accepts the order without verifying all he or she is receiving, there is
a risk with the quality of the inventory reports.
3.12.3 System Requirements
The system must be able to integrate a link that will sufficiently be able to access the
Pharmacy Benefit Managements online portal.

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3.13. Financial Requirements

The management will want to be able to see financials in pharmacy system. Although
RICS Rx will not be accounting software, it will have a general ledger. Along with the general
ledger, there will be some sales reports that can be used. Other than that, the RICS Rx software
export the sales data into QuickBooks.
4. External Interface Requirements
4.1 User Interfaces
4.1.1 Home Screen

When first opening RICS Rx Software pharmacy employees will be prompted to enter
their Employee ID. This will allow Jerry to track his employees sales performances, to hold his
employees responsible for any errors that occur, and to ensure privacy of information inside the
RICS Rx software.
4.1.2 Checkout

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Once the Employee ID is confirmed, the two main features of RICS Rx (POS and Main
Menu) will appear as two large boxes on the screen. An Employees clearance level will allow or
disallow them to click on the Main Menu option. If the Main menu option is selected another box
will prompt the user to enter their Employee ID to ensure that only a manager level employee is
attempting to see this information. All employees are granted access to enter into the POS
software.
4.1.3 POS Interface
The POS screen will have large tabs at the top of the ribbon that read from left to right as:
Home Screen, Sell, Products, History, Customers, Setup, and Help. From the Sell tab users will
immediately be able to scan products. As products are scanned or manually entered they will be
seen in list form with a red X next to them that if clicked will remove the item. From this screen
users can easily click Add a Customer just above the total amount due which will allow the
employee to scan loyalty cards or manually type in customer information to track customer
expenditures. From the Products tab users can easily search for products that a customer may
inquire about or that may be missing a bar code. The History option allows users to see the latest
transactions or use search criteria to find a purchase. The Customers tab allows employees to
enter or edit customer information. The Setup tab will be used to check for updates, zoom, print
screen, and few other features. The Help tab will be where users go if there are any questions
about the features of the POS software. A small but distinct button reading switch users will be

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seen at the top right of the screen. At the bottom right of the POS screen there will be a number
pad to key in numbers.
4.2 Main Software

The Main Screen will be as straightforward as possible in listing all of the available
options. The main screen option will be available at any computer except the registers. Here you
will see labeled boxes with a picture to help demonstrate what that feature is. The features seen
here will be Work Queue, Patient Information, Inventory, and Sales. Underneath each box will
be a brief description of that particular feature. In addition to these options there will be a
number of immediate access buttons to help reach a screen quicker. By pressing F1, users will be
able to see what prescriptions need to be entered and enter them. The F2 button will allow user to
see and verify the prescriptions that need to be verified. Fillable prescriptions can be viewed by
pressing F3. Finally, by pressing the F4 button users may prescriptions that are filled and that
need to be verified.

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The work queue will provide a search box that has a drop down box with filter options if
needed. The drop down box will contain options such as prescription status, drug name, patient
name, price, and types of rejections to help users determine the information they want to see. The
results will be displayed in rows and columns similar to an excel spreadsheet. The column titles
will be patients name, drug name, cost, insurance, and status of prescription.

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Patient Information will be set up as a list screen consisting of patient names, addresses,
phone numbers, date of birth, insurance information, health conditions, allergies, diagnosis, a
record of prescriptions, and a comment box. An option to add patients and edit patient
information will be at the top of this list next to a search box.

The inventory screen will allow managers to run reports on inventory. Managers can
group results by clicking a drop down menu and selecting from classes such as prescription type,
expiration date, date, and drug type. Classes will be determined by the individual pharmacies and
are able to be edited in options. Pharmacy managers can decide which fields are shown in this
report by selecting or deselecting options from the Fields area. A small option in the bottom right
will allow users to switch locations. There will be an ordering tab at the top of the screen. If this
tab is selected it will redirect you to the Pharmacy Benefits website.
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A sales screen will allow you to see a brief overview of Revenues and Sales. The revenue
and sales can be generated at certain time periods depending on what the user is looking for. Or,
if a pharmacist wants to look at every transaction that has been occurring, there will be a general
ledger feature as well. Managers are able to switch locations by clicking a drop down menu.
Users will be able to export this information to QuickBooks by selecting the Export button.
4.3 Hardware Interfaces
RICS Rx is developed as a desktop computer software for Windows and Macintosh
computers, however, is also is developed to be ran on mobile devices such as iPads and
Windows Tablets. Changes to inventory and other data changes made or entered into mobile
devices are transmitted to and handled by the RICS server then automatically updated onto the
desktop software application. RICS RX is built to work on the newest operating systems in
Windows and Apple mobile devices.
4.4 Software Interfaces
The pharmacy will have outgoing data such as customer information, inventory
information, and transactions sent automatically to the server to be stored and for mobile device
access. Incoming data consists of software updates from the server as well as updates regarding
customer information, customer expenditures, inventory information as well as any other
information stored in RICS cloud.

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The users computers and mobile devices open a connection to RICS server and keep it
active constantly. Through this connection RICS will send all information and updates to the
client.

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Appendix
Sales Forecast Calculations
Sales Potential
Number of Independent Pharmacies in Indiana=3193
Cost of Software= $7,500
Average # of Insurance Claims per Independent Pharmacy= 201 per day2
Cost per Insurance Claim= $0.10
Cost for Customer Service= $199 per month
(319 x 7,500) + (319 x 201 x 0.10 x 365(days)) + (319 x 199 x 12(months)) =
$5,494,615.50
Worst Likely Incremental Revenue
Number of Independent Pharmacies in Indiana=3193
319 x 2%= 6 Independent Pharmacies
Cost of Software= $7,500
Average # of Insurance Claims per Independent Pharmacy= 201 per day2
Cost per Insurance Claim= $0.10
Cost for Customer Service= $199 per month
(6 x 7500) + (6 x 201 x 0.10 x 365) + (6 x 199 x 12) = $103,347.00
Most Likely Incremental Revenue
Number of Independent Pharmacies in Indiana=3193
319 x 5%= 16 Independent Pharmacies
Cost of Software= $7,500
Average # of Insurance Claims per Independent Pharmacy= 201 per day2
Cost per Insurance Claim= $0.10
Cost for Customer Service= $199 per month
(16 x 7500) + (16 x 201 x 0.10 x 365) + (16 x 199 x 12) = $275,000
Best Likely Incremental Revenue
Number of Independent Pharmacies in Indiana=3193
319 x10%= 32 Independent Pharmacies

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Cost of Software= $7,500

Average # of Insurance Claims per Independent Pharmacy= 201 per day2
Cost per Insurance Claim= $0.10
Cost for Customer Service= $199 per month
(32 x 7500) + (32 x 201 x 0.10 x 365) + (32 x 199 x 12) = $551,184
5.4 Year 2 Most Likely Incremental Revenue
275,000 x 50%= $137,500 + $275,000= $412,500
Year 3 Most Likely Incremental Revenue
275,000 x 50%= $137,500 + $275,000= $412,500
$412,500 x 50%= $206,250 + $412,500= $618,750

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References
1.

Baltzar, Amanda. "How to do Pharmacy Billing."

http://pharmacy.about.com/od/Insurance/ht/How-To-Do-Pharmacy-Billing.htm.

2. Community Pharmacies of Indiana. Accessed March 1, 2016. http://www.cpi-ind.com/.

3. List of Pharmacies in Indiana. 2015. ReferenceUSA.
4. Surescripts Network. "What is an E-Prescription?." Accessed March 1, 2016.

http://www.learnabouteprescriptions.com/.
5. Turk, S. Pharmacies and Drug Stores in the US. IBISWorld Industry Report OD44611.

December 2015. IBISWorld.

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