BACKGROUND

CHALLENGES / OBJECTIVES SNAPSHOT Vertical: Healthcare

Micro-vertical: Life Sciences

Service Areas: Application Support & Maintenance, Application Development , Application Migration

Technologies: QL *LIMS, Minitab, Trackwise, Plateau, Active Learner, DTCM 5.3,DCM 5.3 ,DAB ,BPM ,Sun Solaris, Micro Strategy 8.1,Cognos 8.3 and Cognos 8.4,Informatica 7.1, 8.1.1,INFOR Event Management 4.2,Data Stage 7.5.2,Data Mirror Live Audit 5.3 (now IBM CDC Ver6.0) ,Microsoft BI – SSIS, SSAS and SSRS, Microsoft Performance Point server & SharePoint Server, Dundas Reporting & data virtualization, AS/400,Oracle 8,10i, 10g, Crystal Reports., Unix servers, XML, Rockwell PAX, iseries

The Global Manufacturing (Business Technology-BT) unit of a leading pharmaceutical major ran its operations at a captive unit in India in accordance with US FDA regulations for GMP and ERES, and had a set of security requirements to ensure that all BT systems were running in a secured environment.

With an objective of rationalizing its supplier base, improving quality and reducing operating costs, the company wanted to exit their captive unit and was looking for vendors to partner with, who could provide managed services from their respective ODCs within the security framework established by them.

HCL enables the Global Consolidation of Business Technology for the Manufacturing Division of a Pharmaceutical major

Provide support to an increasing number of sites across the world in different time zones, necessitating multi-lingual and cross-cultural capabilities

Effort utilization between production support, enhancements and new development

Highly resource dependent and knowledge centric application support Highly skilled professionals requirements due to the mission critical nature of the

application.

RESULTS / BENEFITS

THE SOLUTIONHCL implemented its proprietary Managed Services Framework [MASCoT™] and MAST™ tool-set to address the needs of the customer and provide a Managed Services Model for them. The key tenets of the solution are:

Business Benefits:

500 K of value-add provided to the customer Integrated Customer Support (PCSAT score 6.3/7) Organized support methodology due to single vendor

approach, thereby passing on the cost benefits 24 x 7 global support Productivity increase for sites Improved data availability to user groups 3rd party vendor management related to escalation, patch

release and product issues Streamlined support processes and tracking mechanisms Quick resolution on business users’ doubts and issues

1. Leveraging the existing HCL ODC created for the client2. Committed YoY cost reductions3. Transition at zero cost; utilizing our ASSeT framework for low

risk transition; rebadging of critical non-HCL client partner resources to reduce transition risk

4. Replication of the client’s processes in the HCL ODC with FDA regulations (GMP/ERES) training for 100% of HCL Client-BT resources

5. Providing dedicated HCL resources for all 13 tracks6. Implementing the ‘Value Portal’ and delivering on non-linear

additions to head-count7. Reducing effort per incident through knowledge management8. ‘Right First Time’ processes by leveraging a searchable KEDB

(Known Error Data Base)

9. Template-enabled accelerated transition to ITIL v3 processes and toolsets

10. Reducing incident volumes through continuous improvements11. De-skilling resources required to resolve Level 2 incidents12. HCL MASCoT to simplify and add value to the HCL delivery

model by acting as a single point of management for Applications Support & Management. Irrespective of incident root cause, HCL assumes overall accountability for resolving all incidents logged as an application issue

13. Specified operational accountabilities for driving improvement14. IT Transformation methodology, tools and capabilities to drive

outcomes

Value Adds:

Continuous improvement through Six Sigma reports resulting in $250,000 cost savings

Supporting increased tickets using the same resources through productivity improvements, cycle time reduction, and performance tuning methods

Monitoring support at no cost HCL takes the lead in GRC cell meeting proceedings – provides

guidance to other vendors Administration support to new or in-flight projects Co-existence of Development and Support resources, resulting in

reduced cycle time for Knowledge Transfer and management

Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 80,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world.

How can I help you?

www.hcltech.com