IMS Health
Scenario
Review of how to enhance systems to improve business processes.
Situation
IMS Health is a billion-dollar global provider of market research information to the pharmaceutical industry. The client wished to improve business processes and systems support across their key European markets.
Charteris Role
IMS Health engaged Charteris to assist in their Competitive Fitness programme by working with the Director of Customer Services, Europe, to identify these opportunities for improvement.
Solution
Charteris first used a series of facilitated workshops to establish the as-is position of current business processes, and presented them in a clear format. Next, Charteris enabled key team members to identify potential improvements in their own national business processes, through drawing on best practice in other countries. The contributions from each country were blended to create a set of recommendations for process and systems change. The collaborative approach which Charteris employed helped to achieve unanimous support for all of the recommendations.
Charteris are now assisting IMS Health in implementing the recommendations.
Kevin Knightly, Senior Vice President, IMS Health Europe commented: "I was impressed by Charteris' ability to accelerate our thinking and to engage with our teams to produce a clear action plan based on a clear analysis of our business processes and systems. I am delighted to be involving Charteris in the implementation programme to help us realise the expected business benefits.