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April 19, 2020

Cognizant's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver Digital Transformation.

Read this article about Cognizant, Best Achievement in Operational Excellence to deliver Digital Transformation, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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Our Client, a leading European pharma company with a huge portfolio of 700+ products, had taken up the challenging target of improving the key business metric of Regulatory Compliance to 99.9% for 5 key Health authorities post the BFARM audit finding of low compliance. This was a strategic initiative for both client and Cognizant.

Thus, we adopted a partnership drive as the Existing operational model was not aligned to achieve these stringent targets due to manual process entitlement & a need for cultural transformation setting new industry standards

Key reasons for misses included rework, bottleneck in medical judgement scenario decisions, and lack of collaborative governance

We adopted a three way cultural transformational approach including:

  • Process Reengineering : Realignment of Medics and dedicated resources for corrections
  • Technology and Digital interventions like Digital Dashboard , Productivity Monitoring tool to reduce cycle time , Narrative QC Tool to improve 1st time right accuracy and reduce submission failures , RPA automations and Digital Training intervention
  • Partnered with the Clients on cultural changes including collaborative governance, accountability, reverse SLAs, calculations corrections and technological mindset

Analysis and Key Findings

Identified top causes for delays including –

  • Baseline performance from Mar to Jun 19 below trend by Health Authorities (HA) performance of BFARM - 05% , MHRA  - 98.89% , EMA - 99.40% 99.79% & Overall performance for the above 4 HA was at 99.53%
  • Significant Corrections leading to submission delays
  • Lack of ‘In Control’ (Cognizant Control) & ‘Out of Control’ (Client Control) delay classification and accountability
  • Lack of Calibration between Cognizant MR & Medical QC team leading to back and forth communications and delays
  • Lack of one stop metrics monitoring dashboard to understand impact of Lead Lag Indicators and effectiveness of Corrective and Preventive actions taken

Key Solutions Implemented:

Manual Interventions:

  • ‘Out of Control’ delays highlighted to the clients for further deliberation
  • Realignment of Medics to support decisions on subjective scenarios to avoid delays
  • Refresher training by Medic on event coding for Key Products to reduce corrections
  • Calibrations introduced for Subjective Scenarios

New Awards CTATechnology and Digital Interventions:

  • Deployed Digital Dashboard to drive governance culture across levels with a snap shot of lead lag indicators and complete drill down to identify root causes 
  • Narrative QC Tool using R Statistics deployed to improve first time right accuracy by highlighting grammatical errors which led to submission failures
  • 2 Robotic Process automations deployed for E2B & EV case types to enable faster case processing
  • Developed Integrated Digital Training module for one of the blockbuster product, 67% reduction in significant field errors for the product
  • Laid a roadmap for end to end case processing for long term & optimal transformational

Key Outcomes:

  • Steady improvement seen in the total number of cases missing compliance due to CTS
  • Compliance scores improved from a baseline of 99.05% to 99.84%
  • High confidence instilled in the client for delivering stringent targets and the same was highly appreciated in ECS meet
  • Global RFP awarded to Cognizant. Increase in TCV by $ 20M (from $ 61M to $ 81M)

 

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, from 6.30pm in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


The Business Transformation & Operational Excellence Industry Awards

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