pharma sampling using bpa
DESCRIPTION
BPM journey and application to sample management in Pharmaceutical industryTRANSCRIPT
© 2012 Confidential, Pegasystems Inc.
Multi-channel Strategic Sample Processing – Pharma
Barry Dalton, Multi-channel General Manager
3 2012 Confidential, Pegasystems Inc.
Multi-Channel Ecosystem
4 2012 Confidential, Pegasystems Inc.
Multi-Channel Platform
Customer Facing Web-Based Services Social Services Phone Based Services
Mobile
Services
CRM
Data Output
Agent
Knowledge
Information
5 2012 Confidential, Pegasystems Inc.
CC Outsourcer Value Proposition
Business Analysis &Advisory Services
Call Handling Operations
OperationalReporting
Business Analysis &Advisory Services
Multi-channel interactionhandling
Technology-enabledBusiness Solutions
Data Services & Integration
Operational Reporting
Clie
nt V
alue
Rea
lizat
ion
Technology Support Services
Data Services
Traditional Model New Model Client Client
The New Contact Center BPO Value Proposition
6 2012 Confidential, Pegasystems Inc.
Business Process & Solution Challenges – Contact Center The contact center is an ever-evolving space, that has changed
dramatically over the past 5 years
Solutions play a major role in program delivery
As reference, we maintain hundreds of unique applications
Each program/solution has it’s own requirements. Yes, many do overlap, but each client has unique needs.
Since we are “engagement-based”, we are very workflow and business driven.
You can imagine the cumulative effect that an ever-increasing number of point-in-time solutions has on IT
Something had to change…
7 2012 Confidential, Pegasystems Inc.
The Pega Journey – Platform Selection
Challenge: extensive issues with a number of “point-in-time” applications─ Inability to support change to meet customer needs─ Design and architecture could not easily support growth─ Too costly to change and increasingly more costly to support
Initially, business rules engines (BRE) products as a way to support decision making and workflow changes in applications
We determined that the effort to integrate a BRE across many applications to perform decision making and drive workflow would be too significant, costly and possibly more difficult to support
Pegasystems could possibly resolve many of our issues
The concept of one platform fulfilling most customer-facing business processes was incredibly appealing
8 2012 Confidential, Pegasystems Inc.
The Pega Journey – Cloud Computing Approach
Strong case management capability to automate workflow
Faster time to market – can deliver value more quickly─ Directly Capture Objectives─ Automate the programming─ Access to secure, high performance development, testing and production environments on
the cloud
Business flexibility and agility─ Cost predictability: Pega provides the software, security, computing horsepower, storage
and bandwidth for a flat monthly fee
Security Assessment─ Meets or exceeds security requirements – Pega’s private cloud model already has customers
who have HIPAA, PCI DSS, FDA 21 CFR Part 11 and European Union Data Privacy validate apps on Pega Cloud
Integration─ Pega’s “Private Cloud” model, with a private VPN Tunnel, meant we could treat Pega Cloud
as an extension of our data center and integrate seamlessly to our internal systems
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Pharma Sample Processing Challenges:
Customer dissatisfaction – specifically response time, tracking and ability to change as requirements dictate
Increasing costs – Setting up new sampling programs are costly to our clients and take too long to complete
On-going workflow limitations – displaced and decoupled workflow is causing inefficiencies with the processing teams
Data quality issues – limitations in tracking accuracy and consistency of data across sample programs
Rigid constraints in processing flexibility – inability to effectively integrate requests from multiple sampling entities, and delivery to various fulfillment vendors
Limited reporting flexibility – need better access to data and compliance transparency
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Current system – legacy software developed 7 years ago, without a forward thinking mindset and designed in the wrong technology foundation. A “point-in-time” solution that prohibits the advancement of the product.
The hidden costs of legacy software – it’s very easy to loose track of the cost impact of inefficient software, processes and infrastructure support. The IINBDFI mindset. (if it’s not broke don’t fix it)
A new solution approach – design and implement a new “cloud-based” multi-channel solution foundation that can facilitate significant growth. Based on flexible business rules, dynamic workflow capabilities and inherent configurability.
Make it audit proof – build with a solid SDLC to insure that compliance, validation and strong reportability are accomplished.
Do the above and… You have happy healthcare professionals (and a happy boss)
New Strategic Sampling Approach
11 2012 Confidential, Pegasystems Inc.
Health Care Professional
Selected Channel
Request (object)
Processing
Fulfillment
Compliance& Reporting
Sample Processing Workflow - 360°
360°approach connects all of the pieces into a cohesive solution
12 2012 Confidential, Pegasystems Inc.
High-level Sampling Process Flow
API Web Services
Fulfillment Route & Process Request
e-Sampling, Tele-sampling, Product
Information, Coupons and Vouchers
Receive Request
Contact Center
Webservices
PortalsTablets
IVR
Workflow Management
Campaign ManagementWebservices
Pega Cloud
Information Management
PRPC CPM
UI - Dashboard
Message Delivery
Report & Data
Delivery
Questions Answers
&
© 2012 Confidential, Pegasystems Inc.