PHARMACEUTICAL MANUFACTURER IMPLEMENTS PERSONA-BASED SCORECARDS FOR SHARED SERVICES

Project Role: Project Director | EPM Subject Matter Expert

Global Pharmaceutical Company Improves Performance Metrics for Shared Services

Client challenge

• The company had a global Shared Services Organization (SSO) with Centers in all major regions

• Operated with basic metrics to evaluate the performance of the various centers

• Needed to reengineer the performance management process to support operations and drive value

Solution

• Defined user-based personas for key stakeholders

• Conducted extensive interviews with global operations executives to confirm key drivers of their business

• Developed a business partner scorecard that focused attention on the issues of most importance to the business that included cycle time, quality, cost, and productivity metrics to provide an external and internal perspective to the global SSO

• Established data feeds and formulas required for data visualization through Tableau

• Developed a roadmap to drive the full implementation of the dashboard using the company's chosen technology

Impact on client's business

• The Shared Service Organization had a comprehensive scorecard to manage the global organization

• The developed roadmap provided the guidance to implement the scorecard over time and established implementation priorities