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Report Overview
In its 6th year, ISR’s “CRO Quality Benchmarking – Phase IV Service Providers (2014)” report provides
pharmaceutical sponsors and service providers a Consumer Reports-style analysis of CRO quality.
Respondents supplied satisfaction ratings from 224 service encounters across 24 Phase IV CROs, making
this report the most comprehensive assessment of Phase IV CRO service quality in the industry.
228Charts and Graphs
103Respondents
136Pages
224Service Encounters 1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions
• Phase IV Leaders
• Proposal Volume
• Service Provider Usage
• Service Provider Preference
• Service Provider Cost Perceptions
2. Service Provider Selection Drivers
• Most Important Service Provider Attributes
• Service Provider Attributes Gaining Importance
3. Service Provider Performance and Scorecards Across Attributes
• Staff Characteristics Ratings
• Operational Excellence Ratings
• Organizational and Finance Ratings
• Performance Summary by Category
• Service Provider Loyalty
4. Service Provider Service Quality Profiles
5. All Study Data
How you can use this report:
Study Sponsors
• Make a more informed purchase of Phase
IV services by understanding which service
providers best fit your company’s needs
• Broaden your Phase IV CRO evaluation list by
accessing peer-based service quality ratings
across 25 critical attributes
• Pinpoint potential delivery concerns early
in a CRO relationship/ evaluation in order
to develop proactive strategies to address
potential gaps
Phase IV Service Providers
• Uncover your own — and competitor —
delivery strengths and weaknesses
• Design messaging to tout your company’s
strengths
• Compete more effectively by understanding
buyers’ selection criteria and outsourcing
trends
NEXT: Companies Included
Report Structure:
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Service Quality Metrics
• Commercial market
knowledge
• CRA quality
• Project manager quality
• Project team chemistry
• Responsiveness
• Staff turnover
• Therapeutic expertise
• Timely project
communications
• Data quality
• Local market / Regulatory
knowledge
• Meeting database lock
timelines
• Meeting first patient / first visit
timelines
• Meeting overall project
timelines
• Network of sites /
investigators
• Offered innovative solutions
• Patient recruitment strategy
• Speed of site / investigator
recruitment
• Speed of site start-up
• Technology for real-time
access to data
• Up-front contingency
planning, risk management
• Breadth of services
• Financial strength / stability
• Global footprint
• Low cost
• Minimizing change orders
CROs Included in this Report
• Accenture
• Bioclinica
• Biomedical Systems
• Chiltern
• Clinipace
• Cognizant
• Covance
• DCRI - Duke
• Eurofins
• ICON
• INC Research
• inVentiv Health Clinical
• Mapi
• PAREXEL
• PPD
• PRA
• Premier Research
• Quintiles
• Radiant
• SGS Life Sciences
• Tata
• Theorem
• UBC
• Worldwide Clinical Trials
6% C-level
8% President/ VP
52% Director
31% Manager
3% Other
Participant Job Title Participant Geography Participant Company Size
67% Large Companies
(R&D $1B or more)
24% Mid-Size
Companies (R&D
$100M-$999M)
9% Small Companies
(R&D less than $100M)
53%
North America
12%
Asia /
Other
35% Europe
Report Metrics
Respondent Demographics (N=103)
Participant Experience: Mean = 14.7 years
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Table of Contents
For full table of contents and additional sample pages, download the full pre-
view, free on our website: http://www.isrreports.com/product/cro-quality-
benchmarking-phase-iv-service-providers-2014/
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Introduction
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Introduction
Welcome to ISR’s 2014 CRO Quality Benchmarking - Phase IV Service Providers
report� This report marks the sixth edition of this study and, though the study
design is revisited and refreshed each year to account for evolution within the
industry, the impetus for performing this research remains the same� Over time,
Industry Standard Research has accumulated a wealth of knowledge around
service quality and CRO performance� Understanding and utilizing this information
allows stakeholders within the industry to make informed decisions when choosing
a CRO for Phase IV services�
ISR knows that selecting a CRO isn’t easy� There is a myriad of factors to
evaluate for each CRO being considered� Does the provider have the necessary
therapeutic expertise? Will the trial be completed on time and within budget?
Does the provider have sufficient knowledge about local markets and regulatory
environments? Without prior experience with a provider, purchasers of CRO
services are often forced to rely on incomplete or biased assessments of CRO
performance passed on through word of mouth from peers within the industry�
In the CRO Quality Benchmarking - Phase IV report, ISR provides the data
necessary to answer these questions – and many more – with confidence� 103
decision-makers have weighed in with their CRO selection criteria and outsourcing
behaviors� They have provided feedback on 224 recent service encounters across
24 Phase IV CROs� Nine providers have received detailed profiles�
Not only does this report enable more educated purchases of CRO services, it also
allows Phase IV service providers to get a behind-the-scenes look at customers’
perceptions of their performance� Providers can determine areas of strength and
understand where they may need to close the gap relative to competitors� As
they say, knowledge is power� Having a grasp on customer beliefs, attitudes, and
experiences will help CROs effectively promote their strengths and improve areas
in which they are falling short�
Sample Page
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Service Provider Performance and Scorecards Across Attributes
www.ISRreports.com ©2014 | CRO Quality Benchmarking Phase I Service Providers (2014) 27
Figure 2 – “Operational
Excellence” Ratings
Performance in Operational Excellence shows more variability among Phase I
providers� The non-large, multi-service providers Quotient Clinical and SGS Life
Sciences stand out for going beyond expectations as well as Phase I focused provider
Clinical Research Services (CRS)� Respondents also rate PPD as more frequently
exceeding expectations in Operational Excellence compared to other large, multi-
service providers�
Technology
for real-time
access to
data
Speed of
site
start-up
Data
Quality
Local
market /
regulatory
knowledge
Meeting
Overall
Project
Timelines
Meeting
Database
Lock
Timelines
Meeting
First Patient
/ First Visit
Timelines
Offers
Innovative
Solutions
Patient /
Volunteer
Recruitment
Up-front
contingency
planning, risk
management
Timely project
communications
Covance
ICON
INC Research
inVentiv Health Clinical
PAREXEL
PPD
PRA
Quintiles
Charles River
Medpace
Premier Research
Quotient Clinical
SGS Life Sciences
US Oncology
Celerion
Clinical Research Services (CRS)
WCCT Global
Operational Excellence
LARGE MULTI-SERVICE CROS
NON-LARGE MULTI-SERVICE CROS
PRIMARILY PHASE I FOCUSED CROS
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
© Industry Standard Research
Sample Page
Figure 1 – Staff Characteristics Ratings
Company A
Company B
Company C
Company D
Company E
Company F
Company G
Company H
Company I
Staff
turnover
CRA
quality
Project
team
chemistry
Project
manager
quality Responsiveness
Therapeutic
expertise
Timely project
communications
Commercial
market
knowledge
Staff Characteristics
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
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Sample PageSample Page
For full table of contents and additional sample pages, download the full pre-
view, free on our website: http://www.isrreports.com/product/cro-quality-
benchmarking-phase-iv-service-providers-2014/
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For more information about our off-the-shelf intelligence and custom research offerings, please visit our Web site at
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