http://www.hcltech.com/healthcare/overview~ for more Healthcare

4. HCL enables the Global Consolidation of
Business Technology for the Manufacturing
Division of a Pharmaceutical major
BACKGROUND
 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.
CHALLENGES / OBJECTIVES SNAPSHOT
 Vertical: Healthcare
 Micro-vertical: Life Sciences
 Provide support to an increasing number of sites across the world in different time
 Service Areas: Application Support &
zones, necessitating multi-lingual and cross-cultural capabilities Maintenance, Application Development , Application
 Effort utilization between production support, enhancements and new Migration
development  Technologies: QL
*LIMS, Minitab, Trackwise, Plateau, Active Learner, DTCM
 Highly resource dependent and knowledge centric application support 5.3,DCM 5.3 ,DAB ,BPM ,Sun Solaris, Micro Strategy
8.1,Cognos 8.3 and Cognos 8.4,Informatica
 Highly skilled professionals requirements due to the mission critical nature of the 7.1, 8.1.1,INFOR Event Management 4.2,Data Stage
application. 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

5. THE SOLUTION
HCL 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:
1. Leveraging the existing HCL ODC created for the client 9. Template-enabled accelerated transition to ITIL v3 processes
2. Committed YoY cost reductions and toolsets
3. Transition at zero cost; utilizing our ASSeT framework for low 10. Reducing incident volumes through continuous improvements
risk transition; rebadging of critical non-HCL client partner 11. De-skilling resources required to resolve Level 2 incidents
resources to reduce transition risk 12. HCL MASCoT to simplify and add value to the HCL delivery
4. Replication of the client’s processes in the HCL ODC with FDA model by acting as a single point of management for
regulations (GMP/ERES) training for 100% of HCL Client-BT Applications Support & Management. Irrespective of incident
resources root cause, HCL assumes overall accountability for resolving
5. Providing dedicated HCL resources for all 13 tracks all incidents logged as an application issue
6. Implementing the ‘Value Portal’ and delivering on non-linear 13. Specified operational accountabilities for driving improvement
additions to head-count 14. IT Transformation methodology, tools and capabilities to drive
7. Reducing effort per incident through knowledge management outcomes
8. ‘Right First Time’ processes by leveraging a searchable KEDB
(Known Error Data Base)
RESULTS / BENEFITS
Business Benefits: Value Adds:
 500 K of value-add provided to the customer  Continuous improvement through Six Sigma reports resulting in
 Integrated Customer Support (PCSAT score 6.3/7) $250,000 cost savings
 Organized support methodology due to single vendor  Supporting increased tickets using the same resources through
approach, thereby passing on the cost benefits productivity improvements, cycle time reduction, and
 24 x 7 global support performance tuning methods
 Productivity increase for sites  Monitoring support at no cost
 Improved data availability to user groups  HCL takes the lead in GRC cell meeting proceedings – provides
 3rd party vendor management related to escalation, patch guidance to other vendors
release and product issues  Administration support to new or in-flight projects
 Streamlined support processes and tracking mechanisms  Co-existence of Development and Support resources, resulting in
 Quick resolution on business users’ doubts and issues reduced cycle time for Knowledge Transfer and management

6. 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, 88,000 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