Ideas are strongest when the decisions are visible.
Each case study explores the business problem, the choices behind the solution, and the technical work needed to make an impact. Additional product, cloud architecture, and AI projects will be added here.
Designing a fairer performance measurement approach
Domain: Customer operations · Lens: Product discovery, metrics design, enterprise solutions
The product problem
At Valor Compounding Pharmacy, customer care performance was assessed mainly by the number of prescriptions typed. But the team's work also involved phone interactions, service issues, and follow-ups. A single metric missed the complexity of the work.
The opportunity
Define a more representative way to understand performance while providing useful views to stakeholders at the department, role, and individual levels.
Solution approach
- Consider the needs of Central Fill, Direct to Patient, and shared customer-care roles.
- Identify relevant signals across prescriptions, calls, service tickets, resolution time, and attendance.
- Plan Qlik reporting experiences that provide context rather than relying on a single output metric.
Technical foundation
Business intelligence, KPI modeling, reporting design, and role-specific performance views.
Evidence note: The original source describes the intended framework and deliverables, not verified impact numbers. No outcomes are invented here.
Product, architecture, and AI work.
Future case studies will cover product decisions, system architecture, technical trade-offs, AI experiments, and measurable outcomes as supporting material becomes available.