Performance Assessment &
Process Improvement
Challenges & Objectives
Our client, the headquarters staff group charged with supporting international pharmaceutical operations, was receiving increasing levels of complaint from Country management regarding the pace and quality of their work.
Challenge: identify and correct the causes of poor service.
The Work we did
Kiron conducted twenty in-depth interviews with the international constituents of the headquarters group, and fifteen interviews with headquarters personnel who were involved directly and indirectly with the process.
Our independent conduct and analysis of these interviews provided an unbiased view as to the source and nature of miscommunication and HQ bottlenecks in the approval processes for Country requests.
Results
Working with the client, Kiron designed new communications and approval processes which resulted in smoother and more timely exchange of information, leading to both better recommendations coming from the Countries, and attendant faster approvals of the recommendations.
Print the whole case study "Streamline International Support (pharmaceutical)".
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