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© Satyam 2009 1

Critical Business Issues

• High perceived Risk of packaging non-compliance

(meeting customer’s pack design specifications,

and external regulatory requirements)

• Lack of consistency in packing processes across

different EU sites

• Poor resource utilization at EU sites

• Inconsistency in processes followed, and lack of

process documentation

Our Solution

• Designed Shared Services Model

• Defined Central Governance Structure, accountabilities and Service KPI’s

• Developed Service Catalogue• Developed process & templates for packaging demand forecast trend analysis

• Documented As-Is Process maps for all 10 major technical packaging processes

• Designed multi-level To-Be Process maps in-line with new Shared Service Model

• Developed Accountability & Responsibility matrix between Shared Services &Sites

• Defined min/max targets for KPI’s and developed performance reporting templates

• Designed comprehensive excel-based tool for Service Request Initiation &

Prioritization, with backend intelligence built-in

• Developed multi-level process maps for 7 internal processes• Defined structure and approach for central knowledge management

• Laid out phase-wise transition plan for all the 11 EU Sites

• Developed extensive training materials to drive org change management

Reason

• Lack of clear ownership of packaging processes

leading to too many variations in processes indifferent EU Sites

• A handful of experienced people carrying all the

wealth of knowledge. No formal comprehensive

documentation existing on packaging processes

• Low visibility of packaging demand pipeline

• No formal KPI/metrics available to monitor

performance

• Lack of ‘Services’ mindset

A Leading Pharma

Company

Results

• Standardized global processes – higher process maturity

• Reduced risk of packaging non-compliance• Standard terminology introduced – leading to improved communication

• ‘Services’ mindset established with service model, service catalog and

governance and KPI’s – leading to higher customer focus

• Higher visibility into demand pipeline (6, 12 & 18 month forecast) leading to

improved resourcing readiness, and higher utilization – hence reduced costs

• Availability of rich documentation – easing new hire induction and self-training

• Performance dashboard and central knowledge management – assisting ongoing

capture of opportunities for continual service improvement

Case Study – Packaging Shared Service Model



© Satyam 2009 2

Packaging Shared Service Model

Snapshot of key deliverables

Service Catalogue Governance accountability matrix & Service KPI’s

Governance Touch Points



© Satyam 2009 3

Multi-level process maps developed for 10 major technical

processes


Multi-level process maps developed

for 7 internal processes

High-level Service

Operations

Schematic

Knowledge Management Framework



© Satyam 2009 4


Service Demand Forecast &

Capacity Management process

Forecast templates

Service Initiation & Prioritization templates

Mapping of

Customers

&Service Triggers

Mapping of

Service

Triggers &

Service Menu