Background
A leading pharmaceutical company sought to diversify its supplier base by identifying a strategic resourcing partner capable of sourcing Global Clinical Supply (GCS) resources for its New Jersey and Pennsylvania operations. To achieve this, the company decided to optimize its operations through a Functional Services Provider (FSP) solution, with the specific goals of attracting and retaining top-tier GCS talent. This initiative led to a partnership with VGS for the design, delivery, and implementation of a strategic resourcing solution to support the company’s GCS organization.
Challenge
Facing the need to streamline operations and improve talent retention, VGS undertook several strategic initiatives:
- Re-evaluated role requirements and expanded the talent pool to foster career progression.
- Restructured roles to create clearer career paths and enhance workplace culture for long-term employee retention.
- Implemented DEI initiatives and policies to promote fairness, address talent demand, and provide comprehensive training.
Selected KPIs: Key Performance Indicators (KPIs) included:
- Talent acquisition cycle times
- Talent retention and tenure rates
- Operational and customer satisfaction metrics
Solution
- The FSP program is fully operational and has matured since 2019 with a current team of 69 employees.
- GCS functional areas supported in this program have been expanded to include Business Analytics, Master Planning, Packaging, Compliance & Coordination, Trade Operations, Logistics, Clinical Systems Management, Planning, Labeling, and Master Planning.
- Ensured all FSP resources integrated seamlessly into client systems and followed client Standard Operating Procedures (SOPs).
- Implemented on-site management structures and maintained daily interactions with client stakeholders and employees.
- Established weekly Program Management meetings, project resourcing meetings, and regular feedback sessions to ensure robust governance.
- Implemented business goal setting and a comprehensive mid- and year-end performance review process.
Results
- Enhanced operational efficiency and cost savings.
- Achieved full compliance with client legal requirements and industry standards.
- Achieved 100% training compliance, with employees actively seeking skill-enhancement opportunities supported by VGS and stakeholders.
- Reduced attrition rates through clearly defined roles and processes, coupled with enhanced support and career advancement opportunities.
- Improved talent retention and tenure rates.
- Established a culture of continuous improvement and professional development.
- Positioned the FSP program as a benchmark for industry best practices in talent management and client service delivery.
