The company has gotten too big that there is no cross functional communication. No one really knows what anyone else is doing. And yes we all need to be on the same page to make really change.
OP @3kla+1mXzkrww. Excellent observation.
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The definition of customer across the company is not the same thus makes it impossible to “best serve our customer” because that inherently means we are at odds with each other. Aetna or Caremarks customers aren’t the members. The members can be retail customers but it’s the retail customers employer that’s the aetna/Caremark customer. The employer wants lower premiums, the customer wants lower costs. The only way to make both happy is make less money in total. Each business unit serving their respective customer better results in the other suffering. It’s intentional that the business units operate generally independently.. except when aetna wants retail to do something at the expense of retail for aetna… then retail does it because the leaders don’t want to be fired. How about aetna or Caremark proactively increase reimbursement rate to retail at the expense of their profit? It’ll never happen.