CVS Health is a major pharmacy corporation that has achieved impressive financial performance over several years as well as national distinction as the first national pharmacy chain to discontinue sales of tobacco products. With a growth strategy focused on adding value to the healthcare system, CVS has more recently experienced a stock price slump. This case introduces the "balanced scorecard" framework, which was developed and refined by Kaplan and Norton to include important non-financial measures of performance in supporting strategy implementation, and invites students to use this framework to analyze CVS performance. Key trends in the changing role of the pharmacist are presented to provide important context for this analysis
