outsourcing satisfaction pharma
TRANSCRIPT
By:Abhishek AryaSurendra VarmaTajan Joseph
Applied Research Project
“The current levels of satisfaction, identification of need gaps and areas of improvement in Business Process Outsourcing in Pharmaceutical Industry”
Satisfaction with Outsourcing in Pharmaceutical Industry
•Almost 80% of the respondents are happy with their vendors.
•Crucial factors:•Responsiveness•The duration of engagement•Qualified staff
•Some critical functions were not outsourced.
•Overall Satisfaction was not very high.
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
Levels of Satisfaction based on Key Performance Indicators
The respondents were least satisfied with the quality of Service provided by the outsourcing vendors
The Satisfaction is highest with the quality of resources provided by the outsourcing vendors.
Mean Standard Deviation
Coefficient of Variation
Quality of Service
3.19 0.70 0.22
Business Management
3.34 0.59 0.18
People 3.51 0.65 0.19
Overall Satisfaction
3.38 0.52 0.15
1. Service Level Agreements2. Deadline3. Quality of Service4. Resolving issues5. Risk Management6. Planning Capabilities7. Reporting
1.Language and cultural barriers2. Time zone differences3. Adapt with other vendors
1. Timely and Effective day to day Communication
2. Commitment towards deliverables
3. Transparent Billing Process1. Sufficient availability of skilled resources2. Knowledge, expertise and skillfulness at work
Hierarchical Cluster Analysis
Exceeds Expectations
Below Expectation
s
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
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
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
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
Limitations
• There is unequal distribution of respondents amongst various departments.
• The views expressed in the survey are individual opinions and do not represent the views of the outsourced organizations.
• Individual perceptions vary with time and individual judgments may distort a factual response.
• Sample size was restricted due to time constraints.