merck-medco finds the right prescription to combat dot.com fever sarah williamson management...
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Merck-Medco Finds the Right Prescription to Combat Dot.com Fever
Sarah Williamson Management Information Systems
April 25, 2005
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Case Analysis
Largest pharmacy-benefit manager in US Dot.com boom in late 1990’s Did not want to lose online market Website to fill and process prescriptions
for a client base of over 52 billion Required extensive research best way to
utilize database warehousing
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Why go online as a pharmaceutical?
Competition Lose clients Lower overall costs Eliminate intermediaries More efficient sales Quick, inexpensive customer service
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Building a Website from Scratch
Long-term benefit:Company-specific operating systemHighly reliant upon own customer databaseCustomize electronic payment systemsPersonalized pages and customer self-
serviceClear and secure disintermediation
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Data-driven DSS Analyze large pools of information, take out
useful bits and organize them Used to build data warehouses Online analytical processing and data mining
used to analyze the information Patient identification Service dates Costs Quantities of medication dispensed Occasions the client used customer service
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Recommendations Short term: Use the new Internet business not
only to adhere to the needs of current beneficiaries, but also to target new markets
Long term: Be honest VIOXX ® was prescribed to 91 million people Blood clots, heart attacks, strokes, sudden cardiac
death, convulsions, birth defects all found by the American Medical Association and FDA in 2002
VIOXX ® was not pulled from the market until 2004 Now, Merck-Medco’s legal costs will reach $12 billion
(at about $200,000 per lawsuit)
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Recommendations
Social responsibility is not avoidable Merck-Medco no longer exists
Merckmedco.com is now re-directed to medco.com
Merck.com is online as another Internet pharmaceutical