Testing The Limits
Having experienced rapid growth through a series of acquisitions, a global biotech firm found itself with a set of independent businesses each operating with a different set of systems and processes. This approach was proving to be ineffective and was adding to the company's costs. In addition, this approach prevented the company from using its test results to drive research and development innovation, which was a strategic necessity. Also, the company's laboratory operations had become a bottleneck and were struggling to handle peak daily testing volumes. This made it hard to deliver timely and responsive customer service. The company was looking to transform the way it conducted business and served customers. In particular, it wanted to change the way complex, high end laboratory services are delivered to patients. It realized that in order to achieve its goals, it needed to bring about a transformation in its customer relationship management, laboratory operations, and billing/reimbursement functions. There was also the need to overhaul the IT infrastructure to support the transformation effort. Deloitte provided assistance to the company in developing a transformation strategy and implementing a road map for achieving its strategic objectives. Deloitte also helped the company in analyzing, streamlining and standardizing business processes and operations, implementing a variety of new systems and IT platforms such as a customer relationship management system (Siebel), business intelligence tools (Cognos) and a security and identity management platform (Tivoli Access Management), and integrate medical devices, specialized lab applications and legacy systems.