Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Outsourcing Satisfaction Pharma
1. By: Abhishek Arya Surendra Varma Tajan Joseph Applied Research Project “ The current levels of satisfaction, identification of need gaps and areas of improvement in Business Process Outsourcing in Pharmaceutical Industry”
13. Variation of Key Objectives Based on Outsourcing Maturity Focus on Saving Costs and Concentrate more on R&D Activities Focus shifts towards better management of capacity Increased Focus on Implementation of Best practices and Improved Quality and Service Expectations from all objectives are significant
19. Exceeds Expectations Below Expectations Years 2-3 Years 3-4 Years 1-2 >4 Years 1- Adherence to Service Level Agreement 2- Meeting the deadline. 3- Resolving Issues and Conflicts. 4- Risk Management. 5- Planning Capabilities 6- Timely and Efficient Reporting. 1 2 3 4 5 6
20. Years 2-3 Years 1-2 >4 Years Years 3-4 1- Ability to overcome Cultural and Language Barriers. 2- Ability to overcome Geographical and Time Zone Differences. 3- Ability to adapt and operate with other vendors. 2 1 3
21. Years 2-3 Years 1-2 >4 Years Years 3-4 1- Timely and Effective Communication 2- Commitment towards Deliverables 3- Transparent Billing Process. 2 1 3
22. Years 2-3 Years 3-4 >4 Years Years 1-2 1- Sufficient Availability of Resources 2- Knowledge, expertise and skillfulness at work 2 1
Depicts the satisfaction based on Business Management capabilities of the vendors. Learning from past Issues and conflicts, detailed mitigation plans could be worked out to improve the business management. Historical data can be analyzed by vendors to forecast and plan more efficiently.
Depicts Interpersonal skills.
Typical learning curve
Exhaustive knowledge transition with the vendor would lead to higher satisfaction.
