PharmaCo had “picked & dropped” a range of support services from a wide range of regional operations across Europe and Australia. Even though the services were the same from each country, every country had different approaches resulting in as many as 15 different processes for the same service. To achieve the strategic goal, the client had to:
- Standardise process across the various markets
- Optimise key processes
- Automate processes where possible
The Client asked Leanscape to support all three areas and with further engagements, Leanscape placed consultants directly on site for a period of 5 months to support & manage the entire project on the clients behalf.
Leanscape firstly went about the process of standardising the existing processes. By reviewing each individual workstream, we worked directly with the team to identify where countries differed and where they were similar. The teams at this stage were worked uniquely with a group of countries and were unaware of other teams processes. As we conducted these sessions, a large number of ideas emerged on how to begin the process of standardisation internally.
Once we had standardised internally with the team, we then designed an optimised process and through country engagement to standardise between various country clusters. Achieving around 85% standardisation enabled:
Team members to work cross country and support all countries
A modification in Jira to better track, manage and control KPI performance
Expansion of services in alignment with strategic objectives
Finally, where possible, we reviewed our optimised processes and using Robotic Process Automation and workflow management tools, we began a process of automation.